Al Qaeda Of The United States - 2028 Words

September 11th 2001 is a day Americans will remember for the rest of their lives. This was the day Al Qaeda, a radical Islamic group organized by Osama Bin Laden in the 1990’s, terrorized America. Al Qaeda hijacked four airplanes and executed suicide attacks on four sites in the United States of America. The first two of the airplanes were flown into the Twin Towers in New York City, another hit the Pentagon in Washington DC and the last plane crashed into a field in Pennsylvania, but could have been headed towards the White House or United States capital building. Thousands of people died and these terrorists’ attacks changed America’s fabric forever. Al Qaeda is the group that started as an Islamic Army that fought against the Soviets in†¦show more content†¦On Febuary 26th 1993, 7 members of Al Qaeda planted a bomb in a truck in a parking garage below The North Tower of the World Trade Center. Although the bomb did not do extensive damage to the World Trade Center as compared to the 9/11 attacks â€Å"†¦six people were killed almost instantly.† (The 1993 Trade Center Bombing) and thousands were injured in some way. Another major terrorist attack executed by Al Qaeda was the USS Cole Bombing. In October of 2000, while in Aden, Yemen the USS Cole made a rest stop to refuel. Meanwhile two suicide bombers carried explosives on a small motor boat next to the USS Cole, â€Å"The blast ripped a 40-foot-wide hole near the waterline of the Cole, killing 17 American sailors and injuring many more.†(The USS Cole Bombing) It did not stop there, before 9/11, These are just a few of the planned attacks on America by Al Qaeda prior to 9/11, but none of them were as radical as 9/11. Three main issues that changed significantly before and after 9/11 was homeland security, war, and battling terrorism. Homeland Security is a major byproduct that evolved after 9/11. America’s Homeland Security’s goal is to guarantee that America is safe, guarded, and buoyant against terrorist attacks and other harmful acts. Their core goals include: â€Å"1.Prevent terrorism and enhancing security; 2. Secure and manage our borders; 3. Enforce and administer our immigration laws; 4. Safeguard and secure cyberspace; 5. Ensure resilience to disasters;†

Bravissimo A Brand - 2709 Words

BRIEF: Develop a marketing strategy to launch Bravissimo into the US market, including a seasonal range plan. WHO ARE BRAVISSIMO? Company Overview UK locations: National UK sites: 22 Sector: Retail Definition: Multi Channel Retailer Founded: 1995 Staff: 651 Average Age: 26 Male/ Female: 5% / 95% Earning  £35,000+: 6% AWARDS Cosmopolitan s Woman Achiever Award Entrepreneur of the Year Best Lingerie Retailer Award 2000-2011’ BRRAVISSIMO- A BRAND Bravissimo is a British retailer specialising in lingerie, swimwear, clothing, nightwear and bras for bigger breasted women of cup sizes D to KK. Catering for women who are usually called curvy, though their lingerie chain, which sells online,†¦show more content†¦EXPAND CLOTHING LINES In 2010 Bravissimo moved away from focusing solely on selling underwear to expand into women’s wear. However, it wasn’t until February 2011 that a full women’s clothing range was established called Pepperberry. The collection includes women’s clothes in sizes 8-18, rather than the garments for larger bust sizes that it currently sells. The garments come in three cuts: Curvy, Really Curvy and Super Curvy. Throughout the next few years Bravissimo will grow their clothing line with a focus on increasing market share in the UK clothing market. GO GLOBAL The success of Bravissimo is indicative that standalone specialised offers for non-standard sizes can work, and segmented brands are likely to have increasing relevance, as people place greater emphasis on fit when choosing clothes. Bravissimo aim to take their winning combination of great choice for the big boobed woman and an easy to use online shopping service and translate the success of Bravissimo into the international lingerie market. BRAND HISTORY Bravissimo, the purveyor of bras for what its founder calls the big-boobed woman† is a real British success story. For its founder, Sarah Tremellen, it s a true zero to hero story. She launched the company from her sitting room in 1995 after giving birth and discovering the range of bras she was used to didn t existShow MoreRelatedQuantitative And Quantitative Methods Of Research3747 Words   |  15 Pagescollect the data, because through surveys a large amount of data will be gathered from the population. The questionnaire will be used to collect the data from the respondents to have their point of view regarding the endorsement of celebrity to create brand image. 3.6 Validity and Reliability The researcher makes sure that all the data are collected are from valid and reliable places so that troubles can be avoided. Obtaining valid information would make it convenient for the researcher to deliverRead MoreCase Study Analysis on an Entrepreneur2827 Words   |  12 Pagesthe report will show how certain entrepreneurial management behaviours can have a huge impact and how they are used by entrepreneurs to achieve a company’s corporate mission. What is Ultimo? Ultimo is one of the UK’s leading designer lingerie brands which was first started in 1996 by a lady with a reputation for determination better known as Michelle Mone. The Ultimo range is available in a number of stores such as Harrods, Harvey Nichols, John Lewis, House of Fraser and Debenhams stores nationwide

Hippotherapy Free Essays

string(71) " of scientific information and enhance the effectiveness of treatment\." Plan of the project: 1) What is hippotherapy? 2) Analysis of the organization 3) SWOT analysis 4) Target Audience 5) Objectives PR campaign 6) Task of PR campaign 7) Plan of the PR program 8) Work plan of preparation for the conference â€Å"Hippotherapy-riding to health† 9) Information for controllable mass media 10) Information for non-controllable mass media 11) Budget 12) Press kit: * Press release * Information about organization * Biography of the CEO * List of quotations * Logo * Questionnaire for journalists What is hippotherapy? About hippotherapy known since the time of Hippocrates. He claimed that the wounded and the sick get better faster if they ride on horseback, and melancholic part with their dark thoughts. In the middle of the XVIII century the encyclopedist Denis Diderot, in his treatise: â€Å"About riding and what it means to maintain health and to find it again†, wrote: â€Å"Among the exercise the first place belongs to ride. We will write a custom essay sample on Hippotherapy or any similar topic only for you Order Now It can be used to treat many diseases, but may also prevent them befores they appear. Hippotherapy is a comprehensive and multi-method of rehabilitation, a form of physiotherapy (physical therapy), where tools for rehabilitation are the horse, the process of riding and exercising that a person does during riding. While riding all the major muscle groups of the body receive a work out. This occurs at a reflex level, because sitting on the horse, moving along with it, the person instinctively tries to keep the balance not to fall off the horse, and thus encourages the active work of both healthy and affected muscles, without noticing it. Hippotherapy is the only type of treatment when the patient may not understand that he is treated, riding and communication with the horse becomes a game. Psychogenic factor increases the ability to adapt to reality. For a person with a mental disorder, the position on a horse becomes winning – â€Å"I above, but they below†. All the fundamental principles of psychotherapy – a unity of place and characters, the unity of time and unity of action – stay complied. Hippotherapy is effective in: †¢ Cerebral palsy. †¢ Orthopedic syndromes. †¢ Disorders of the musculoskeletal system that result from paralysis and other lesions of the central nervous system. Lesions of the senses – blindness, deafness. †¢ Disorders of posture, scoliosis †¢ Malformations of the limbs. †¢ Various forms of intellectual disability resulting from organic or genetic diseases. †¢ Down syndrome. †¢ Violations of the psycho-emotional sphere: * Autism * Neuroses * Mental retardation * Schizophrenia * Emotional disorders * Social maladjustment * Syndrome of hyperactivity * The state of anxiety The process of riding improves blood circulation and breathing, it involves the work of almost all the muscles and tendons, ligaments and joints of the body. This is particularly important for autistic people, who cannot be motor-active without stimulation from the outside – not counting their stereotypical movements. The horseback riding includes training of overall coordination, maintaining balance and responsiveness. It trains senses and a deep sensitivity. Through the senses different stimuli are taken and accumulated. The horse becomes a link between the inner world of the person and the surrounding reality. Communion of human and horse is a full chain of communicative feedback between person and the outside world, which allows a person to perceive reality more wholly. Analysis of the organization: Hippotherapy center SPIRIT was established in 2010 in Kiev, by a group of enthusiasts with the support of Children’s Psychological Center. The center has eight experts: three hostlers and 5 hippotherapy specialists. It is located in the city of Kiev. The center has its own space: the manege – 900 m? , 200 m? stable, cafe 35 m? and public spaces of 30 m?. In the property of hippotherapy center SPIRIT there are ten horses. An average weekly visits of the center 50 people. The cost of training is 40 UAH. An annual income from services of the organization is 96,000 UAH. An annual income from conferences and seminars is 250,000 UAH. Expenditure on the horses and the activities of the center is 600 000 UAH. The difference between the revenue and expenditure of the budget is covered by the Center of State Support, donations from individuals and charitable organizations, including  «American Hippotherapy Association ». To date, the HC SPIRIT has an opportunity to conduct 90 classes per week and is planning in two years to expand the area of the base in half and increase the number of horses to 15. SWOT analysis Strengths Enthusiasm, love of horses, the desire to help people, professional knowledge and experience in the field of hippotherapy, specialists in medicine, such as: rehabilitation, neurology, psychotherapy and psychology. Existence of its own space in Kiev and trained horses. The support of the Children’s Psychological Center. Weaknesses Material and technical infrastructure is not powerful enough to meet the demand for the services of the organization. Opportunities Prepared strong scientific base on a global level. The growing interest to hippotherapy of the target audience. The development of social orientation in sport, community and government organizations. Growth of financial capacity of the target audience through the creation and development of relevant charities, philanthropy and government support in recent years. Threats Unstable economic situation, the high cost of maintenance of horses (feeding, treatment, ammunition), high rates for advertising. Target Audience The target audiences for PR action are parents of children with specific diseases at whose treatment the hippotherapy is aimed. The scientific community is interested in the exchange of information in the study of hippotherapy. Ukrainian and international governmental and non-governmental organizations that are related to the specific theme. Objectives PR campaign At this stage, the Organization aims to increase attendance in half and increase organizational effectiveness for the treatment of profile diseases, which, in turn, increase the interest in the work of the HC SPIRIT of the Ukrainian and international governmental and charitable organizations and increase their funding in the center. This will enhance the material and technical base of the center and go to the free form of treatment for patients. Also, the expansion of international recognition will help the exchange of scientific information and enhance the effectiveness of treatment. You read "Hippotherapy" in category "Essay examples" Task of PR campaign Improve the knowledge about the HC SPIRIT of potential customers, Ukrainian and international governmental and charitable organizations. Enhance the image of the center as an open, social-oriented organization with professional, scientific approach to work and the desire to develop. Plan of the PR program: 09:00 – 09:30 Registration of Journalists Meeting with the guests near the Hotel â€Å"MIR†, departure to the HC SPIRIT 09:30 – 10:00 Opening. Speeches by the President of the Equestrian Federation of Ukraine A. Onishchenko and the Deputy Head of the department of Reform and Development of medicine N. Hobzey. 10:00 – 11:00 A scientific conference on â€Å"Hippotherapy in the treatment of cerebral palsy. † Speakers: Professor A. Denisenko (Ukraine), neurologist, Professor D. Tsverava (Georgia) 11:00 – 12:00 Coffee Break 2:00 – 13:30 A scientific conference on â€Å"Hippotherapy in diseases of the musculoskeletal system† Speakers: Professor M. Rukhadze (Georgia), Professor Naomi Robert (USA) 13:30 – 14:00 Lunch 14:00 – 14:30 Reception of children from Rehabilitation Center 14:30 – 16:00 Master Class. Hold by prof. Naomi Robert and prof. D. Tsverava. The program includes: practical lesso ns with children demonstrating different methods of hippotherapy in cerebral palsy, scoliosis, osteochondrosis 16:00 – 16:30 Departure of children to rehabilitation center. Coffee break 16:30 – 17:00 Communication with visitors. Questions and answers 17:00 Departure of guests from HC SPIRIT to the Hotel â€Å"MIR† End of program. Information for controllable mass media: For â€Å"Horses† â€Å"What’s On† Magazines: â€Å"Hippotherapy – riding to health† – the slogan of charity event for children with disabilities. Nowadays it is great to hear about different kinds of charity events that are going on in all parts of the world. We are not an exception, being heard in Ukraine. A charity event is going to take place in Kiev, organized by volunteers and Hippotherapy center SPIRIT. It is an event for children with mental disabilities from rehabilitation center. Do we hear about hippotherapy every day? It is a form of physical, occupational and speech therapy in which a therapist uses the characteristic movements of a horse to provide carefully graded motor and sensory input. Hippotherapy is also used in speech and language pathology. This method uses a horse to accomplish traditional speech, language, cognitive, and swallowing goals. Using hippotherapy, appropriate sensory processing strategies have been integrated into the treatment to facilitate successful communication. So, basically we can help the children without them even noticing it. The charity event is taking place on 6 April 2013. Children are transported from the rehabilitation center right to the HC SPIRIT. The parents are also invited to receive more information about the therapy. Professors and doctors prepare speeches about what is hippotherapy and how it can be used as a treatment for the child. The event is sponsored by the following organizations: the Equestrian Federation, Hippotherapy center SPIRIT, the Ministry of Labor and Social Policy of Ukraine, the Ministry of Health of Ukraine, Children’s Psychological Center and American Hippotherapy Association. Information for non-controllable mass media: An event devoted to hippotherapy, which helps children with mental disabilities from Kiev rehabilitation center, is going to take place on the 6th of April 2013 in HC SPIRIT. Sponsors, doctors and professors, parents and children, as well as authorities are going to be present at this event. The main goal is to attract the society’s attention to children with disabilities and to inform guests about advantages of hippotherapy. The project is sponsored and supported by: the Equestrian Federation, Hippotherapy center SPIRIT, the Ministry of Labor and Social Policy of Ukraine, the Ministry of Health of Ukraine, Children’s Psychological Center and American Hippotherapy Association. Budget 1. Coffee-break Program| Number of participants| Coffee-break menu| Quantity| Price per unit UAH| Total priceUAH| Price to payUAH| Source of financing| Coffee- break 1| 50? Coffee| 100 | 5 | 500| 4250| American Hippotherapy Association| | | Tea| 100| 5 | 500| | | | | Cookies| 10| 15 | 150| | | | | Sandwiches| 150| 10 | 1500| | | | | Server| 2| 300| 600| | | | | Transportation| | 500| 500| | | | | Other| | 500| 500| | | Coffee-break 2| 50? | Coffee| 100 | 5 | 500| 2750| American Hippotherapy Association| | | Tea| 100| 5 | 500| | | | | Cookies| 10| 15 | 150| | | | | Sandwiches| 1 50| 10 | 1500| | | Lunch| 50? | Coffee| 100| 5| 500| 2820| HC SPIRIT| | | Tea| 100| 5| 500| | | | | Set lunch| 52| 35| 1820| | | 5 doctors, 5 officials, 10 journalists, 10 personnel, 20 clients, 10 others 2. Transportation Transport| Number of people| Route| Price UAH| Total price UAH| Source of financing| Minibus for children| 10| Rehabilitation center – HC SPIRITHC SPIRIT – Rehabilitation center| 600| 1200| Ministry of Labor and Social Policy| Minibus for guests (doctors and specialists)| 5| Hotel – HC SPIRITHC SPIRIT – Hotel| 600| 600| Ministry of Health| 3. Hotel | Number of people| Number of nights| Price per night UAH| Total Price| Source of financing| Guests (doctors and specialists)| 5| 2| 500| 5000| Ministry of Health| . Presents for children Type of present| Number of presents| Price per unit UAH| Total price UAH| Source of financing| Assorted candies| 50 packages| 40| 2000| American Hippotherapy Association| Books for painting| 50| 40| 2000| | 5. Mass-media Type of mass-media| Type of service| Number of advertisement| Price UAH| Total price UAH| Source of financing| Magazine â€Å"Zdorovie†| Order a special article| One page + three photo| 2000| 2800| Children’s Psychological Center| Web-site zdorovbud. com. a| Placing an article| | 800| | | Photograph | | | 500| 500| Equestrian Federation| 6. Advertisement materials Type of advertisement| Type of work| Number of materials| Price UAH| Total price UAH| Source of financing| Prospect, press release? | Layout, printing| 100| 1200| 1200| HC SPIRIT| Prospect of the conference showing sponsors? | Layout, printing| 300| 1500| 1500| Equestrian Federation| Brochure with materials about hippotherapy? | Layout, printing| 100| 2500| 2500| Ministry of Health| Internet banner? | Creating, placement on websites zdorovbud. om. uamedical. us | | 800| 800| HC SPIRIT| ? Distributed four months before the conference to the media, charitable organizations, social organizations, i n order to find sponsors. ? Distributed three months before the conference in the profile of medical institutions and doctors. ? Issued after the  conference to all interested and distributed to the profile Medical Institutions. ? Placed a month before the conference on  websites: zdorovbud. com. ua, medical. us and Equestrian Federation site. 7. Medical and Police support Department| Type of service| Price UAH| Total price UAH| Source of financing| Medical| Emergency brigade on duty| 1500| 3000| Ministry of Health| Police| Escort of the bus with children| 1500| | | Total expenditures Organization| Expenditures UAH| HC SPIRIT| 4,820| Ministry of Health| 11,100| Equestrian Federation| 2,000| Children’s Psychological Center| 2,800| Ministry of Labor and Social Policy| 1,200| American Hippotherapy Association| 11,000| Total| 32,920| Press kit Press release Horse as doctor and friend for your children. Hippo therapy- new way of treating children with disabilities. Hippotherapy-riding to health† is the slogan of the charity event which is taking place on 6 April, 2013 in Hippotherapy center SPIRIT. The main goal is to inform parents and doctors about the advantages of such treatment. The event attracts society’s attention to children with disabilities. Its aim is to attract more financial help from government, business people and charity organizations. At the beginning the President of the Equestrian Federation of Ukraine A. Onishchenko and the Deputy Head of the department of Reform and Development of medicine N. Hobzey will present speeches about the importance of such events. The topics of the conference are â€Å"Hippotherapy in the treatment of cerebral palsy† and â€Å"Hippotherapy in diseases of the musculoskeletal system†. Among the special guests neurologist Professor A. Denisenko (Ukraine), Professor D. Tsverava (Georgia), Professor M. Rukhadze (Georgia), Professor Naomi Robert (USA). Expected number of guests is around 50. The program with horses for children includes practical lessons demonstrating different methods of hippotherapy in cerebral palsy, scoliosis, osteochondrosis. The project is financed by Equestrian Federation, Hippo therapy center SPIRIT, Ministry of Labor and Social Policy of Ukraine, Ministry of Health of Ukraine, Children’s Psychological Center and American Hippotherapy Association. Contact information: Hippotherapy center SPIRIT Phones: 099-155-24-54, 096-295-95-45, 093-401-36-94 e-mail: spirit. hippoterapia@gmail. com Information about organization The idea of the project was developed by three students of the International Christian University-Kiev. Hippo therapy center SPIRIT was pleased to help in organizing this event on their part. That’s why the project has a form of charity event. Center SPIRIT was founded in 2010 in Kiev by a group of enthusiasts with the support of the Children’s Psychiatric Center. Experts of the center hold higher education degrees and have been trained on the course â€Å"Hippotherapy for children’s diseases† abroad. At the center work professional psychologists, rehabilitation specialists, neurologist. Horses are specifically purchased for use in hippotherapy and are trained by professional athletes. We care about safety. Classes are held with the participation of three people: the ringleader, hippotherapist and assistant to hippotherapist. Biography of the CEO Director of the Hippotherapy center Spirit, Anna Burago, established the center in 2010. Prior to that, she took a course â€Å"Rehabilitation of patients with limited ability† at Medics’ Retraining Facility of People’s Friendship University of Russia. She is a specialist in rehabilitation. In May 2010 she completed a course in â€Å"Ridetherapy in Children’s Diseases† and got a qualification of instuctor of hippotherapy at Tbilisi Medical Academy. Every year the center organizes special events regarding hippotherapy. List of quotations A parent says about the results of therapy: â€Å"The biggest change for Maxim has been the area of speech. Before the hippotherapy, he could say only a few words clearly and would attempt speech only if it was modeled for him. After only four sessions, Maxim speaks about 20 words clearly and is making approximations of several more, sometimes spontaneously. Something extraordinary happens to Maxim when he is up on that horse. The feeling of the rhythm of the horse walking seems to be helping Maxim’s brain organize what it needs to make speech happen. † Professor M. Rukhadze tells about the difference of hippotherapy from clinics: â€Å"Hippotherapy takes the patient out of the traditional clinical setting and places them into a more relaxed, yet stimulating atmosphere in order to help them meet their functional goals. Patients are in a natural environment, which may help integrate their needs into everyday life experiences. Children, who are sensitive to being â€Å"different†, do not consider the riding environment to be a clinic. † Logo Questionnaire for journalists 1. Name and last name 2. Company 3. Phone number 4. E-mail How to cite Hippotherapy, Essay examples

The Eastern Grey Squirrel free essay sample

Kingdom: Animalia Phylum: Chordata Class: Mammalia Order: Rodentia Family: Sciuridae Genus: Sciurus The eastern gray squirrel, or Sciurus carolinesis, is from the eastern and midwestern United States, and also to the eastern provinces of Canada (Wildlife Profiles). As the name states the eastern gray squirrel has gray fur but it can also have reddish fur and in some very rare cases black fur. Its belly is white and it has a long bushy tail. The average size of one of these squirrels is about 18 oz and the length, including the long bushy tail, being 18 inches long (Animal Diversity Web). The eastern gray squirrel’s habitat consist of large areas of mature, dense woodland ecosystems. These forest that they live in usually contain large areas of vegetation so they are more able to feed the abundance of squirrels living there. The squirrels generally prefer making their dens in large tree branches and also within the hollow trunks of trees. We will write a custom essay sample on The Eastern Grey Squirrel or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Eastern gray squirrels have also been known to make their den from abandoned birds nest. The dens usually consist of moss plants, thistledown, dried grass, and feathers (Wildlife Management Guide). These are used to help insulate the den and keep everyone warm and away from the harsh environments. Close to humans, eastern gray squirrels are found in parks and backyards of houses within urban environments and in farmlands of rural environments (Wikipedia). Fruit and seeds provide for most of the squirrels diet. The squirrels most important food being the acorn that is produced by our many oak trees. Mushrooms are also a favorite (Animal Diversity Web). The eastern gray squirrel has been introduced to western North America, western Canada, South Africa, Ireland, and England (Wikipedia). Because of their mass population they have declined the population of red squirrels. A plan to help get rid of the squirrels in England is to have master chefs promote the idea of eating the squirrels (Wikipedia). Another plan that the U. S, has come up with is to burn some forest, Because that way it would burn the squirrels home and help some of the blue berry bushes to grow back (Wildlife Management Guide). What i think we should do as a proper way to regulate the squirrel population is do what we do with wild cats. With wild cats the USPCA will catch them and have them fixed so they are unable to reproduce. How we will do this is in over populated areas of squirrels we will set traps, mind you the traps should not harm the animals. And we will choose some females to be unable to reproduce. I believe this will dramatically reduce the squirrel population to a number we are all happy with.

The significance of No Mans Land

Witch of Wall Street Hetty Green essays

Witch of Wall Street Hetty Green essays A musical based on the life of Americas first great female financier, After watching the play, The Witch of Wall Street, and giving it a lot of thought I have analyzed the questions we were given and decided that just answering one wouldnt do the play or the storyline any justice. Therefore I have decided to run through the play in segments answering all five questions in the process of doing so. 2- Describe the obstacles and opportunities Hetty Green had in the result of her success. 3- What were the main benefactors and antagonizers. The lifetime accomplishments of Hetty Green all started at a young and tender age when she would hang around the docks her father owned, where she was instilled with a certain attitude towards business. She was quite a tomboy, understanding the lingo of the whalers and learning the business. She was her fathers pride and joy, quick to numbers, always giving him the answers he wanted. Her mother, who was an ill and frail woman, was unhappy that she wasnt like other girls her age. While her father blamed her mother for not even being able to produce a son, Hetty, mature and sensitive for her age continued to only do one thing; be the best in her fathers eyes. Competitiveness, the need to be successful and the desire to be only the best reigned her persona. Hettys mother warned her daughter that her father was a shrewd and selfish man. She made sure to tell Hetty that when she died, the entire business would belong to her, despite her fathers words... She warned her daughter not to trust anyone, while Hetty would cry to her, promising to make her happy, be rich and successful and buy her mother a beautiful big house. After her mother died, Hetty was introduced to the cold brutality of the world and it was the first notch of trust she lost in her father. Right after the funeral the lawyer announced that all assets would belong to Robinson. Hetty prot...

Marketing Essay Example | Topics and Well Written Essays - 250 words - 2

Marketing - Essay Example A brand is said to be enjoying a strong position only when it has a valued place in the mind of a customer and that place is so unique and credible that a competitor would not be able to replicate it easily. Starbucks has been able to immune itself from rival onslaughts by effectively highlighting the points-of-difference and points-of-parity with competition and projects itself as a special place that promises not only exquisite coffee but also an ambient and benevolent environment ideal for free flow of opinions and languid conversations. However, it must be mentioned that my initial attraction towards Starbucks was essentially due to the perfect coffee served almost instantaneously by a brightly smiling attendant. If the basic product Starbucks served was not up to the quality it promised, all promotional campaigns would have surely had a negative and perhaps hostile reaction from me. The associated benefits of a fabulous ambience later became more visible and I have spent hours i n a Starbucks outlet sipping coffee and browsing the internet on my laptop courtesy uninterrupted and lightning fast Wi-Fi connections that are available for free.

Jury Nullification Essay Example | Topics and Well Written Essays - 2000 words - 1

Jury Nullification - Essay Example However, this is observed by those opposing the concept, as making certain crimes in the society acceptable, since the perpetrators of such crimes can go unpunished by the laws. Further, the concept of jury nullification appears to contravene the provisions of the law, regarding the roles and jurisdiction of the jurors. Jurors are supposed to identify and determine the facts surrounding a certain case, while determining the case based on such facts, and leaving the interpretation of the laws to the judges. However, under the concept of jury nullification, jurors perform both the roles of investigating the facts surrounding the case and determining whether the laws applicable to the case are valid. This is because, under the concept of jury nullification, the jurors can disregard the instructions given by the judges, as well as the laws applicable to the case, and instead apply their conscious to determine the case (Shari, 4). Nevertheless, in consideration of the benefits and the problems posed by the concept of jury nullification in the justice system, this discussion seeks to develop a comprehensive argument in favor of the concept of jury nullification. Most fundamental is the fact that Jury Nullification serves as a substantial and necessary defense against discriminative laws. The Jury system is enshrined within the concept of the public justice system. This works towards ensuring that the judgments offered by the jurors resonate with the public opinion, more than the laws. While the laws adapted by many countries are meant to ensure that justice is done to the aggrieved parties, there are some instances where the legislators enacts certain laws in total disregard of the public opinion or interest, but solely fashioning such laws to suit their interests (Keneally, 944). This leaves the general public exposed to the wrath of the legislators, who may be

Implement a marketing solution (case study) Case Study

Implement a marketing solution ( ) - Case Study Example 2007). By taking the consumers' needs and wants into consideration, Gillette is offering those products with proper design and accuracy for achieving customer satisfaction. It is a product which provides ultimate satisfaction to its consumers. The main feature of Gillette is that it is having five blade frontage technologies. Even though Gillette is having a brand loyalty among the consumers, still it is facing healthy competition from rivalries. The fact behind this is none other than the expensive price tags that Gillette products come with, as compared to other products. Despite being one of the leading companies in the industry, they are facing competition. Following are the leading competitors of Gillette fusion razor: The primary market for Gillette is basically the wholesale distributors in the market. The distributors are the first purchaser of the product. There is a direct relation between the producer and the distributor. Secondary market is the second stage in the movement of a product in the market. Secondary market represents the retailers of the product. The consumers normally buy the product from the secondary market. 1) Increased quality: this strategy of Gillette states that the company is not interested in making profits at the cost of qual

History Of Tourism In Italy Tourism Essay

History Of Tourism In Italy Tourism Essay Tourism is one of the most important and vital sectors in Italy. Italy is probably one of the first countries that made tourism what it is today. International travel first became important under the Roman Empire. Latin was the common language day. The word feria first appeared in the ancient Rome, which means festival and it took the meaning of vacation. The Latin festival was the first mobile holiday, far from ones residence. Domestic tourism flourished within the Roman Empires heartland, it attracted thousands to the city and country all over the empire which included most if the Mediterranean, North Africa, mainland Great Britain and the parts of the Middle East. Traders and merchants came to Italy from several parts of the world. However tourism in Italy could have started from as way back as the gladiator fights in ancient Rome. As years passed the ceremonies were promoted and thousands of people flocked to Italy to see these bloody warfares. These events were always held in the Colosseum, which was also a major attraction. The people came from all over the Roman Empire and regions of Africa, Italy, and Rome. The games were a way of entertaining the wealthy as well as the common people. When the Empire fell, Rome governed the governed the growing Christianity and it remained one of European greatest religious centers and places of pilgrimage. These pilgrimages started the early forms of religious tourism. Renaissance became very popular in the 16th and early 17th century and many students came to Italy to study Italian architecture. The beginning of the Grant Tour was the peak of real tourism in Italy in the second half of the 17th century. Italy was considered the most popular destination. British travelled most parts of Europe, most famously, Italy to study architecture and culture of those places. These students were accompanied by a tutor and this trip often lasted 3 years or more. Travel for the reasons of education was encouraged but the fact that under Elizabeth I a special license had to be obtained in order to travel abroad. While the Grand tour was educational, as with the spas, the appeal soon became social, and pleasure-seeking young men of leisure travelled, to enjoy the rival cultures and social life of Europe. Every city in Italy was a sight to see and was the major attraction in the 17th century. However, by 1840, when rail transport was introduced and visiting Italy was no longer considered something for the elite, the first form of mass-tourism was introduced. Places such as Venice and Sicily still remained the top attraction. The first sea side resorts, such as those in the Ligurian coast. Those around Venice, coastal Tuscany and the Amalfi coast became popular. Grand Hotels and holiday resorts began to be built and islands such as Capri, Ischia, Procida and Elba became more popular and were mostly visited by wealthy foreigners and academics. By 1913, tourism had become an opportunity, and there was about 90,000 British visitors, this is because of natural and historical characteristics of the country. The Italian State Tourist Office was created in 1919, and was given a mandate to gather different data and information in order to make a legislative proposal that will help to promote the countrys domestic tourism, thus focusing on the international tourism, as well as to f acilitate different bank credit for the hotels. Tourism in Italy remained very popular until the late 1920- early 1930s, when, with the Great Depression and the economic crisis, several could no longer visit the country and the increasing political instability in the country meant that less and less tourist came. With the impact of the Great Depression during 1929, the economic and political uncertainty between the two worlds was the primary reason of the first intervention of the national government of Italy to get involved in the tourism industry. After a big slump in the number of tourist, tourism became popular again in Italy with the Italian economic miracle raised living standards and also the popularity of the Italian films brought back tourism to the country. The country had completed its postwar economic reconstruction during 1958 that helps to restructure the country from an agriculture-based to an industry-centered economy. It had helped to maintain the stability of the t ourism industry. During the said year, the international tourism industry of the country increased to $8.7 billion. Cheap Hotels were built in 1960s, and anyone could afford a holiday somewhere along the Italian coast. Mountain Holidays and skiing had a mass-popularity in the late 1960s. Despite the significant slump of tourist in the late 1970s and early 1980s because of the economic crises and political instability, by the late 1980 and early 1990s, the tourism regained in popularity. Now at the beginning of the 21st century tourism in Italy faced a number of challenges, the September 11 attacks in the US, made many tourists scared to travel and the economic meltdown in 2008 caused a significant drop in Tourism worldwide and Italy is now in state of recovery. Life Cycle Analysis Launch/Discovery Many tourist visited Italy for centuries, but the first actual tourist was said to have visited during the Grand Tour in the 17th and 18th century. Roman Empire was also a major pull factor that attracted thousands of people from around the world. People also came to Italy to witness the bloody warfare which was held in the Colosseum and this attracted many people also. When the Empire fell, many pilgrims would come to Italy and this could have been the early form of religious tourism. Italy, at this time was said to be a favorite destination by many. However, about 90,000 visited the country because of its natural and historical characteristics. In 1919, tourism had become an opportunity and the Italian State Office was created to promote international tourism and assist with different bank credits. Growth During 1958, Italy had finished its postwar economic reconstruction and the country moved from agriculture based to an industry- centered economy. Tourism became popular again, with the Italian economic miracle and raised living standard, and the popularity of Italian Films such as La Dolce Vita abroad and this brought back tourism in the country tremendously. In the late 1960s there was a mass influx of tourist, who came to the island because of the popularity of mountain holidays and skiing, which was offered for the elite in the 1930s. Many hotel chains became interested in the economy as a result of the management of government regarding the tourism industry. During the years of 1985 until 1995 the revenue for the industry increased extensively from 8.7 billion to 27.4billion. Moreover the country was ranked as top 4 country destinations from 1980 to 1996. By this time the annual growth rate for each year was 2.5% and the country enjoyed a considerable market share at this time. The development helped Italy to move from third to second rank for tourism receipts among the global top tourism earners, having an outstanding growth rate of 8.4%. Maturity From the period of 1996 2006 Italy saw a 10 year maturity growth rate in the tourism sector. Slight Progress has been made in 2006 and 2007 and there was a 3% increase in visitors after several years of maturity. Saturation In the years of 2007- 2008 was a steady rate of tourist coming to the country. Year Arrivals of tourist 2007 43.7 million 2008 42.7 million 2009 43.2 million Although the figure shows a fluctuation of the arrivals of tourists, on average it is a steady flow of tourist arriving in Italy at that time period, therefore showing the relative stagnation of the destination. Decline/Rejuvenation Decline Due to the economic global crisis, different visitors and foreigners are looking for countries to visit that are reasonable in cheap prices, However Italy is one of the most expensive destinations in Europe which have resulted in a 25% decline in British visitors coming to the country during 2008. The fall has been worst for local business owners in the tourism industry, who watched business falter by 50% over the past year. Also hotel owners said that visitors are now shortening their stays which would result in a decline in revenue. Venice was a major attraction, but due to the sinking ground level, rising sea level, pollution in the lagoon in which it is located, atmospheric pollution, congestion on the main canals from motorized traffic and increase flooding, there was a huge decline in tourist arrivals presently. Rejuvenation Italy has made a number of efforts to rejuvenate its tourism industry. Earlier this year Italy created a new marketing brand with a new logo and slogan. http://www.italymag.co.uk/images/italy-logo.jpg .Italy leaves its mark Italys local economy is now trying keeping their prices competitive for many and they hope that the bargains would attract more tourists to the country. Also since Italy won the 2006 FIFA world cup tourist regained a new interest in coming to the country once gain. Italy also brought back a reintroduction of films in the year 2008 to regain popularity. Present Situation Italy is the fifth most visited country in the world and the country receives approximately 43.7 million tourists a year. These tourists visit mainly for Italys prosperous culture, history, art, cuisine and fashion. After the recession affected tourism and Italys economy greatly in 2008, the tourism industry in Italy today is beginning to flourish again. Cities like Milan which have become popular tourist destinations saw a rise in tourists since it became known as the business and fashion capital of Italy. Rome which is one of the most important tourist destinations in the world and is third most visited city in the European Union also saw a rise. While the world economic crisis forces many consumers to change spending habits, at least the religious tourism in Rome is left unchanged, the Vatican City, the spiritual home to the worlds 1.1 billion Catholics, boasts more than 30,000 churches and sanctuaries according to the countrys Ministry of Culture. According to United Nations Worl d Tourism Organization statistics, seven of the worlds 10 most visited Christian sanctuaries are in Rome. Other regions which generate masses of tourists include: the romantic city of Venice, Tuscany, Naples and the popular tourist island of Sicily. The Italian Government Tourist Board (ENIT) has made efforts to promote all year round tourism with the countrys many equipped beaches, sport and ski facilities, 65 percent of the worlds artworks and historical monuments, and agri-tourism farms where tourists enjoy the land production, like wine, and olive oil and fruits. There are approximately 40,000 hotels in order to cater to Italy high influx of tourists coming to Italy daily. Italian tourism operators are increasingly engaged in improving the quality of their product and in promoting Italy as a destination. Italy  may not take up much space geographically on the globe, but it consistently ranks among the top vacation destinations on the planet. Tourism is considered as one of the most important and vital industries in Italy. It is one of Italys most developing and most profitable industrial sectors, with estimated revenue of $42.7 billion. Tourism  is one of the fastest growing and profitable sectors of the Italys economy. The industry plays a strategic role and has a major impact on Italys economy because of this constant influx of tourists.  Tourism  in  Italy  is one of the countrys biggest income sources. Italys Gross Domestic Product  in 2009 reached $1.8 trillion, 69% is represented by the services sector, whose strong point is tourism, approximately 29% is owing to the automobile industry, engineering industry, apparel/textiles industry and the construction industry and the remaining 2% is derived from agriculture. The geographical distribution of the nations wealth is as follows: approximately 31.8% of Italys Gross Domestic Product is produced in the Northwest regions of the country, 22.3% in the Northeast regions, 21% in the regions of Central Italy, and finally, approximately 24.8% can be attributed to the regions of Southern Italy. In 2009 the expenditures by international inbound visitors (tourist receipts) made Italy the fourth highest tourism earner. The everyday tourists in Italy spends varying amounts daily and the average daily spend will vary widely based on seasonal variations and desired destinations. The fact is that some tourists may enjoy a great two-week adventure in  Italy  and  spend  less than $4,000, while others may let a commercial tour company make the decisions for them and end up spending $15,000. Italy  isnt cheap, although however compared with the UK and northern Europe the situation is not so bad. What you  spend  on accommodation will depend on various factors, such as location, season (August which is the peak), the degree of comfort you want. The cheapest pensione  (small hotel) is unlikely to cost less than à ¢Ã¢â‚¬Å¡Ã‚ ¬25 for a basic single or à ¢Ã¢â‚¬Å¡Ã‚ ¬40 for a double room. You can stumble across comfortable rooms with their own bathroom from à ¢Ã¢â‚¬Å¡Ã‚ ¬50 to à ¢Ã¢â‚¬Å¡Ã‚ ¬80. Midrange hotels in the more expensive places such as Rome, Florence   and    Venice  can easily cost from à ¢Ã¢â‚¬Å¡Ã‚ ¬80 to à ¢Ã¢â‚¬Å¡Ã‚ ¬150 for singles or à ¢Ã¢â‚¬Å¡Ã‚ ¬120 to à ¢Ã¢â‚¬Å¡Ã‚ ¬200 for doubles. Eating out is just as varied in  Venice  and  Milan  , while  tourist  magnets such as  Florence  and  Rome offer surprisingly affordable options. On  average  you should reckon on at least à ¢Ã¢â‚¬Å¡Ã‚ ¬20 to à ¢Ã¢â‚¬Å¡Ã‚ ¬50 for a meal (two courses, dessert and house wine). Backpackers usually stick religiously to youth hostels, they snacking at midday and travelling slowly, spending approximately à ¢Ã¢â‚¬Å¡Ã‚ ¬40 to à ¢Ã¢â‚¬Å¡Ã‚ ¬50 per day. Your  average  midrange  daily  budget, including a sandwich for lunch and a simple dinner, as well as budgeting for a couple of sights and travel, might come to anything from à ¢Ã¢â‚¬Å¡Ã‚ ¬100 to à ¢Ã¢â‚¬Å¡Ã‚ ¬150 a day. Many tourists come to Italy for many different reasons whether it is for leisure or business the average length of stay according to the UNCTAD Handbook of Statistics is 3.81 days. Tourism represents an opportunity but also a fascinating challenge for the country in terms of economic growth, international image and improvement of relations with other nations. However, tourism is important because of its economic and employment potential, it is a sector that employs nearly three million persons which is equal to approximately 12 percent of the total work force and is expected to increase in many years to come. Italy is also the ideal tourist job destination. There are ski resort jobs in the Alps in the North part of the country in the winter, beach resort jobs in the summer, and restaurant and hotel jobs all year long. There is also a huge demand for city guides in Rome, Venice, Pompeii, and many others during the summer. Tourism also contributes to the prospect of wealth and opportun ities to the less developed minor regions in Italy in order for them to progress economically. With the expansion of international tourism, along with the countrys enormous potential, Italy has to maintain and upgrade its tourism industry over the next years to maintain and expand its market share and provide economic growth. Market Analysis of Tourism in Italy With more than 43.7 million tourists a year, Italy is the fourth highest tourist earner, and fifth most visited country in the world behind France, Spain, United States and China. . Domestic tourism, or the travel of Italians within their own country, is the markets largest sector. The majority of foreign tourists coming into Italy originate in Europe. Germany in particular is a major source market for tourism in Italy. Figure 3 gives a fairly good idea of how big the German market is in Italy. According to UNWTO World Tourism Barometer for January 2010, Italy was one of the very few countries that maintained their market share in terms of foreign tourist arrivals, remaining firmly among the top five most successful destinations worldwide. Figure 3 shows a Pie chart representing 10 major source markets of tourist and their respective percentages. Source: Invitalia elaboration of Istat data, Capacity of accommodation facilities , March 2010 Figure one further re-iterates the largest percentage of tourists coming into Italy are in fact Europeans. Italy has always been one of the most desired and visited travel destinations worldwide. In relation to the age group of the Italian tourist market, Italy attracts many young people between 20-30 years old. ADDD INFO ON THE YOUTH MARKET However, 55% of the Italian tourist market is over 55 years old. The summer of 2010 has shown that Italy is definitely recovering from the worldwide economic crisis and is enjoying an increase of visitors from many of its major source markets in comparison to the previous year. According to ENIT , there is an upturn in international markets in relation to Italy, opting for shorter holidays, favoring of all inclusive formulas that make it possible to better evaluate the prices in relation to the product purchased, and increased interest in holidays in contact with nature. Arrivals from the USA are showing a favoring index of about 25%, to art cities, lakes and mountains. South American countries such as Brazil and Argentina also show a rise of at least 20%. As far as the Asian and Oceania markets are concerned, Japan shows a growth trend towards Italy as a destination. The art cities and best known seaside resorts are confirmed as the favoring destinations. In India, on the tourist front, the height of the season ended in April and was without a do ubt marked by an excellent increase in tourist demand for the Europe product in general, and specifically for what Italy has to offer (+20%). In terms of the European market, there are also positive signs for the car travel segment to neighboring destinations, while there is a downturn in air travel. As previously stated, Italy enjoys a leadership position on the German market. Summer of 2010 has shown an increase of 5% of German arrivals when compared to 2009. Italy also saw a slight increase in sales among Austrian tourists (+5%). The positive trend for Italy on the markets in Belgium (+10%) and Holland(+3%) continues while Spanish tourism outlets have seen a drop in bookings. Italys Unites Kingdom market is showing a growth in demand for lesser known destinations in rural areas of Italy while the French market is favoring sea and beach offers like Sicily and other areas such as Tuscany and Lazio, for its cultural attractions. Charter flights to Italy have also increased for Russia, coming from Moscow. According to ENIT, the packages sold have shown an increase of more than 30%, while tourists coming from the Czech Repub lic favor coach tours to seaside centers and big art cities. People mainly come to Italy for its rich art, cuisine, history, fashion and culture, its beautiful coastline and beaches, its mountains and priceless ancient monuments, especially those from the Greek and Roman civilizations. UIC data on inbound tourism in Italy indicated that travellers expenditure was connected with the following reasons; cultural, environmental, social and visits to family and friends Figure 4 Figure 4 shows a pie chart indicating various reasons travellers expenditure in Italy and their respective percentages This information gives us an idea of Italys target markets and how they would choose to proportionately allocate funds aiming at these markets. Although the information in figure 2 gives us a good idea of the reasons people go to Italy, it isnt as detailed as it could be. *Add some info different markets such as wine and food tourist, cultural etc* The sports tourism market in Italy is a growing one. Football fans in particular venture into Italy to watch the seasonal Italian Serie A football matches. Occasionally , Italy is blessed with UEFA champions league football matches .The UEFA champions league has one of the biggest followings in football. In addition to this, Italy were the winners of the 2006 FIFA world cup finals. That in itself draws sports fans to the country of Italy. Italy also caters to huge fashion tourist market. Milan is seen as the fashion capital of the world. Fashion designers and fashion followers alike flock to Milan in numbers for the various fashion shows and exhibits. Religious Tourism is one of the major market segments of tourism in Italy. While the world economic crisis forces many consumers to change spending habits, this economic sector has so far been barely touched. Official figures are hard to come by because visitors to Italy are not required to indicate whether or not their vacation is religious in nature. However, tour operators and travel agents say that the number of religious tourists in Italy hasnt changed much. Michael Patano, the director of Aurea , a 6-year-old trade fair for agencies that market religious tours, said Religious pilgrims still want to have the same experiences. The high point for religious tourism in Rome is Easter, which takes place on Sunday. The Vatican says that if the weather is good, attendance at the Easter Mass in St. Peters Square usually surpasses 100,000 people. Although there are few official figures indicating the importance of religious tourists to the tourism market, it can be assumed that religious tourism has a significant market share of tourism in Italy. All in all, Italys market has been relatively constant over the years and there are areas where Italy can try to diversify their appeal and also penetrate further into existing markets. After all, Italy has a wide range of fascinating attractions that can appeal to a cross section of tourist markets. Product Analysis A product can be defined as a good or service offered with the purpose of satisfying a want or need. Italy itself, so rich in history, art, architecture, religion, fashion, cuisine, music and landscape, is a very diverse product since it has so much to offer, to many different markets with its many amenities and attractions. Here, we will identify and examine just what Italy has to offer. An attraction refers to one thing being drawn or enticed to another. In Italy, there are many, many lures that draw foreigners and even locals to the many parts of the country. One of these attractions is the Colesseum, which is located in Rome. The ruins of what once was a great amphitheatre used to host gladiator duels and public spectacles still remains very popular today. This mammoth of a structure sees an estimated 4 million visitors yearly, many of whom come to sight-see, learn about its history and study its marvelous architecture. 800px-The_Colosseum_during_Christmas.jpg Photo Of The Colloseum In Rome Also located in Rome, is the Vatican City which is actually considered a separate state within Rome. This city is ruled by The Pope, who is the Bishop of Rome and leader of The Roman Catholic Church worldwide. Catholicism is the largest denomination of Christianity and has the largest religious following in the world with approximately 1.1 billion persons. However many Christians and Non-Christians visit the Vatican City yearly touring its museums and hoping to see The Pope. Still in Rome we find Pompeii, a unique attraction in a partially buried town. Pompeii was destroyed and buried by a volcanic eruption and was rediscovered in 1599, but with the excavation of the ash, we see preserved parts of a city in the pinnacle of the Roman Empire. Rome is additionally known for the Spanish Steps or Scalinata Spagna; the longest and widest staircase in Europe, which links The Spanish Embassy located in the piazza below to the French church; Trinità  Ã‚   dei Monti, above. Also popular is th e Trevi Fountain, the largest Baroque fountain in the city which is well known and often featured in movies. Rome also boasts of popular restaurants such as the Antica Pesa La Pergola and hotels such as the Bernini Bristol and the Westin Excelsior. Another popular Region in Italy is Tuscany which is renowned for its heartwarming landscapes, brilliant wine and art, and its luxurious villas. In Tuscany we can find the City of Pisa which is the home of The Leaning Tower of Pisa. The tower is actually the bell tower to the citys cathedral and began construction in 1173, taking nearly 200 years to complete. Shortly after construction began, the tower started to lean to the right due to the poor construction of the foundation. Today, millions of visitors come to Pisa to see the towers distinct architecture and signature lean. Tuscany is also where we find the province of Florence, home of many elegant squares, renaissance palaces, cathedrals, museums and galleries. Most popular of these galleries is the Uffizi Gallery, where the works of popular artists such as Michelangelo, Botticelli and Leonardo da Vinci can all be found. One of da Vincis most popular works, The Last Supper can be found in the monastery of Santa Maria delle Grazie in Milan. This is world renowned painting of Jesus and his disciples before he was betrayed and is frequented by visitors of the region. Milan is also popular for its magnificent football stadium, the San Siro. This stadium is home to A.C Milan and F.C Internazionale Milan which are two the biggest football clubs in Europe with millions of fans worldwide. Moreover, Milan is best known for fashion and design, and is regarded as one of the fashion capitals of the world. Major Italian brands such as Valentino, Gucci, Armani, Prada and DG all now have headquarters in Milan making their selves more accessible to the citys high end fashion market. The City of Venice is known for its gothic architecture, tourism and romantic lure, and is also known as The Floating City, The City of Bridges or The City of Canals. The city has been given these names since it is comprised of 117 islands joined together by 409 bridges, and the main mode of transport is by boat. Its common in Venice to see couples being rowed along in a gondola; classical Venetian boat. Travel by waterways is the most popular method of travel in Venice since there are no real roads but only walkways and bridges. In regions near the Mediterranean, the country is very popular for its waters. However, not only does Italy have white sandy beaches as we can find on the Amalfi Coast, but also thermal waters with healing properties. This has led to the development of thermal spas and even resorts around the country which are encouraging for medicinal tourism. Italy also has a rich history in classical and symphonic music and stemming from this come their love for operatic singing and ballet dancing. Many shows and recitals are held annually all over Italy by the opera houses which have seasons for both symphonic singing and ballet. Furthermore, the Vatican is not the only place which has a religious pull but rather its a nationwide affair with visitors coming from far and near to explore Italys many cathedrals. Other notable attractions in Italy are its mountainous snow covered regions with perfect conditions for camping and alpine skiing, its many nature parks and reserves and the unique experiences offered on the islands on Sardinia and Sicily. italy-ski-resorts.jpg Photo Of a The Alps Millions of tourists visit Italy yearly and due to the course of recovery the country is currently on, millions more could be added to the total, but Italy can be said to be prepared now having over 40 000 hotels. These hotels vary in standard from 1 star to 5 star deluxe, and in Milan, Italy has set the benchmark being the first country in the world to have a 7 star hotel; Town House Galleria. Additionally, Italy has its own distinct cuisine and beverages, and has a holistic cooking style combining healthy with delicious. Their love for pasta, cheeses, sauces, meats, vegetables, fish, pizza, gelato, coffee and wine has set them apart. This love has spread worldwide with Italian cafes and restaurants being found in most countries, however, this hasnt stopped visitors from coming to Italy to have a firsthand taste of their cuisine. Present day Italy has hundreds of thousands of eating facilities ranging from cafes to pizzerias to fine dining restaurants. Moreover, with this cuisine a good wine can always be expected, and why not since Italy is one of the foremost wine producers in the world with its signature Rosso (red) and Bianco (white) wine. This extensive high level production can be attributed to Italys rich soil and climate. Vineyards can be found all around the nation in regions such as Aosta Valley, Lombardy, Tuscany, Sicily and Venito. The wine industry is a massive contributor to the Italian economy both on its own and through tourism. Italy has made itself very accessible having 30 major airports and 43 major seaports; 2004. Additionally, Italy has an extensive and highly maintained road network making transport between cities easy, which encourages local travel. Italians also have large bus fleets to service the public from town to town, and city to city; SITA, but in Venice there is a waterbus fleet. Visitors crossing the borders are also accommodated with the border crossings connecting to France, Austria, Switzerland and Slovenia being opened 24 hours daily. Furthermore, Italy has an established railway system comprising of both electric trains and locomotives which run through the country and connect with bordering countries, and a water fleet of ferries to service the inland rivers and canals. Promotional Strategies The objects of the promotion and communication activities are Italys image and its overall tourism product. ENIT is the institution in charge of promoting Italys tourism product. ENIT pursues its institutional goals through activities such as studying international markets and in particular the connotations and trends in demand for individual and organized tourism. ENIT is also constantly monitoring the development of tourism demand. Italys tourism board is constantly involved in planning designed operating strategies in agreement with Italian tourisms public and private players. This includes the Ministry of Production Activities, Regions, central public administrations boards, professional associations, and producers of services for tourism i.e. transport, hospitality, food service, public businesses, and so on. One of the most important aspects of promoting tourism in Italy is developing planning objectives employing, for each market or homogenous consumption area, just the right combination of a number of operating tools. These tools could be in the form of; Multimedia communication Mass media advertising Print, multimedia, and audiovisual production Creating and managing data and image banks Traditional and telematic information distribution Material distribution Press relations in Italy and overseas Sectoral analysis and business strategy consulting service for the Regions and private Italian operators Organizing marketing meetings between Italian supply and foreign demand Organizing seminars for professional users Providing assistance to visits by Italian economic operators abroad ,and by foreign economic operators in Italy Meetings with administrative authorities, opinion makers, personalities, and representatives of cultural and artistic areas in the various foreign nations where ENIT offices are located Organizing and taking part in fairs, expositions, exhibitions, and large-scale events in Italy and abroad. Providing assistance and operative cons

Graduation Speech: Standing at the Edge of a New Frontier

As we gather here today, in the seeming twilight of our too-short times together, we embrace the moment, then set sail upon our separate journeys that will take us to fabulous places presently unknown. Securely anchored in the memory of our past experiences together, we depart cautiously, anxiously from the calm harbor of our present, and set sail with uncertainty toward the distant horizon of our futures. Where this journey will take us, and whether our paths will ever cross again, no one can know for certain. We have been through a great many things together — experiences which have shaped our character and colored our lives. As we gaze back upon our prior travels, upon oceans of the â€Å"known,† we are tempted to conclude that we have reached our final destination, and that our purpose is fulfilled. Yet in our quest to find and touch the future, our search for knowledge is only getting started. In the words of Sir Winston Churchill, â€Å"This is not the end. It is not even the beginning of the end. But it is, perhaps, the end of the beginning...† As we carry forward — through the ...

Hospitality Tips for Arab Guests

THE ARAB GUEST The Arab travel mentality can vary greatly as the Arabian region stretches over a vast area encompassing 22 countries from Mauritania in the west to Yemen in the east. As the majority of Arab guests are from the United Arab Emirates (UAE), consisting of Qatar, Bahrain, Oman and Kuwait, the advice given here pertains mainly to this important region. The above-named states have in common rapid economic growth due to the large oil and gas reserves.These states have been catapulted from a tribal life to relative wealth, although Dubai has always held a significant role as a trade centre in the Middle East. Tourism in the UAE is booming, and luxuries, the newest technologies and excellent service have become the norm. No wonder then that the most expensive and luxurious hotel in the world, the Burj al Arab, is in Dubai. Apart from expecting exclusively furnished hotels, Arab guests also expect respect and tolerance for their lifestyle. To the majority of Arabs, Islamic rule s are the foundation of daily life. Courteous and attentive service is a prerequisite. 1.Tolerance and Sensitivity Personal recommendations and networking between Arab families are of the utmost importance and recommendations by acquaintances are given more heed than extravagant advertising brochures. The chance of winning over the Arab market through a few families is therefore very high, but at the same time, a single ‘mishap’ by an employee can ruin the reputation of an entire hotel. Family consciousness is highly regarded in the Arab region. Unlike in the West, the family is the basic social unit, not the individual. In Arab society the weak are respected and protected, and the elderly are always afforded special respect.Arabs behave in a reserved manner towards Europeans and react very sensitively to a lack of respect and intolerance. To avoid such conflicts, sensitivity and empathy are of great importance. 2. Travel The majority of Arabs travel with their entire f amilies. Individual tourists and business travellers are still in the minority, although this is slowly changing. Only male travellers will travel alone. Arab travellers are normally well-to-do. They are used to being looked after and often buy themselves certain freedoms using their substantial economic means.Despite their buying power, however, prices are no longer simply paid; comparisons are made, especially when it comes to hotel accommodation. To do this they are using the internet more and more. The main reasons for travel are business trips, visits to conferences and exhibitions and medical visits. Medical trips are most often undertaken by guests from the UAE as their medical schemes pay for hospital stays, drinks (non-alcoholic) and laundry. Medical checks are often combined with family holidays. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. apetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected ] travel Another reason for travel is to escape the summer heat and for the sake of children, who are highly regarded, with many trips being undertaken purely for their sake and to visit theme parks and shop for toys. 3. Travel Structure and Duration The main travel season is between June and September. Family groups can number up to 60 people during this time. Depending on the rank of the Arab, nannies, secretaries and drivers are often part of the entourage, which makes it difficult to establish an average group size.Ten people per family are an approximate starting point. The duration of trips varies from case to case, but is generally several weeks. 4. Holiday Mentality It is not the norm in Arab states to have to ask for service, nor to thank for services received. Excellent service is expected and a given. Most Arab guests are highly educated and well travelled. They are therefore often seen as demanding. Flexibility and tolerance of their special requests is therefore a must. For example, Arab guests will expect the restaurant times to be adjusted to their daily routine or for room service and room cleaning services to be individually scheduled.Taking time to develop personal relationships between the hosts and the guests is much appreciated. Business and personal relationships are not strictly separated. The Arab guest prefers a designated contact partner that ensures his wishes and interests are looked after, and that keeps up intense communication. These contacts do not necessarily need to be able to speak Arabic. Often this is even seen as a benefit, as it protects their privacy if the contact cannot understand everything discussed. It is not unusual for the younger generation to be fluent in English.Guests from North Africa generally speak French as their second language. Arab women completely covered in black robes are still an oddity to most Europeans. However, the social standing of women ranges between ‘strictly Muslim’ and ‘ emancipated’. The rules laid out in the Koran guarantee her that she will be looked after her entire life. In return, she must acknowledge the man’s authority in society, the family and in marriage. The wearing of veils was long seen as a sign of high social prestige. Only women of high standing were allowed to wear them; slaves and dancers were forbidden to do this, under threat of punishment.Today the veil signifies a close affinity to Islam and is a sign of the honorable life of the wearer. Advances by men are not tolerated. Hoteliers must be prepared for the lobby area to occasionally look like a bazaar. In an effort to strengthen their relationships Arab guests will meet there, drink tea, smoke – and if permitted also their hubbly bubblies. 5. Information and Booking Behaviour Prior to travel the normal booking procedures (internet, advertising, travel agents and agents specialising in medical trips) are checked for prices, availability and decor, special s ervices etc.For guests travelling for medical reasons, local embassies and consulates often take care of these issues. Close contacts with these are therefore of benefit. Often guests book hotels only to then compare offers and prices with other hotels once in the country. Should the hotel booked not live up to their standards and expectations, they Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel will relocate.Reception staff can play a decisive role in this decision. Although low prices and rebates are important, negotiations seldom take place. Representatives of a group are often sent ahead. More often than not however these days, guests arrive without having booked at all. Because guests are not under any time constraints, the departure date is often left open. This fact should always be taken into account and dealt with flexibly. When booki ngs are made, babies up to three years old are not mentioned as they are not seen as children. This often leads to confusion on check-in.A point should therefore be made to specifically ask about babies accompanying the group. When a booking is made, the hierarchy (family, drivers, nannies etc), who will be footing the bill, as well as the individual family members’ names must be established. For long stays, the billing should be clarified at the start, especially when guests are travelling for medical reasons. The health department of the country of origin often covers the accommodation, F&B and laundry. Bookings are often made using the prefix ‘El’ or ‘Al’, a type of royal title, which however is left off on arrival or when telephoning.This often leads to irritations and misunderstandings, which is why this fact should be remembered from the outset. It is also recommended that families from various regions are separated from one another. A good opt ion is to inform guests of the Arabic origins of the other guests. Rooms should always be in quiet areas where no lingering smells are present. There are also often requests for rooms with connecting doors. Should this request not be made, family rooms should be situated close to one another on the same floor. 6. Travel Content The main interests are sight-seeing, casino visits and outings with/for children.Shopping is also very popular, which is why hotels should always have shopping tips at hand. Addresses for oversized clothing should also be included. Apart from shopping, excursions into nature, especially the mountains and such, are enjoyed. Sports events are also favourite pastimes; this includes soccer, which is becoming increasingly popular, horseracing, golf and motor racing. 7. Communication Because the majority of Arab guests are able to speak English well, communication problems are rare. Should the older members of a group not be fluent in English, the younger ones do t he translating.Children often speak English astonishingly well. When it comes to negotiations or relationship building, Arabs use very descriptive language combined with many gestures. Instead of coming to the point they use longwinded descriptions. So as not to come across as disrespectful or uninterested, it is advisable to take time and to adapt one’s way of expression as much as possible. It is most important not to decline a guest’s request too bluntly. This ensures that neither party loses face. The wording: ‘I will try my best’ or suggesting an alternative to the request are often very helpful.But under no circumstances should a promise be made that cannot be kept. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Honesty is a virtue: this saying is interpreted very differently in various countries. Because Arabs are so relationship orientated and take heed of harmonies and friendships, it is still considered being honest when unpleasant subjects are simply ignored and positives stressed.Arabs will always be able to ‘fish out’ the truth in a conversation. In contrast to Europeans, Arabs find it insulting to ignore people that walk into a conversation. Making them wait or even ignoring them must be avoided at all costs, even if one just politely acknowledges the guest and advises him that he will be attended to shortly. Interpersonal relationships have a much higher priority than does time-keeping. This is why Arab guests cannot understand it when no time is taken to have an in-depth discussion. Even unimportant subjects offer the opportunity to build trust and understanding.Therefore, when under time constraints, rather tactfully and reassuringly promise the guest a chat at a later stage. Arabs always expect first-class service/performance, and requests therefore often come acr oss as being demanding. Diplomacy and tolerance are therefore advisable. In addition, absolute punctuality and dependability are expected from the hotel. It is advisable to regularly question the guest on his/her satisfaction. Should there at any time be a problem, e. g. the behaviour of children, this must be addressed privately, with the group’s representative. Under no circumstances should the head of the party be confronted or called. . 1 Topics of Conversation A sure way to win the affection and loyalty of an Arab guest is the enquiry into the wellbeing of his family, especially that of the male members. Enquiries about the female members could be misconstrued and are to be avoided. It would be of great benefit to the hotel contact person to have background information on the family ties of guests. It is therefore vital to keep a guest file containing all the relevant up-to-date details. Topics to be avoided are religion and politics, although being knowledgeable about I slamic religion is a sign of respect. This should however not be shown off.The local customs and way of life are interesting topics and offer much to talk about. Most Arabs are pleased by declarations of friendship. In addition, substantiated acknowledgment of their technical advances, art and social security systems helps to reduce feelings of mistrust and is generally appreciated. They also value acknowledgements for the cultural achievements in their respective countries. Positive comments on the high standard of tourism in the Gulf States are also appreciated. Humour is a very difficult thing to transfer across cultural lines and should be used cautiously.Translations of amusing sayings often lose their amusement value and are not easily understood. Sarcasm and irony are to be avoided unless one knows the other person very well. 7. 2 Non-verbal Communication To begin with some Arab guests may come across as being reserved and sometimes even uninterested. Countering this with a s mile helps make the guest feel respected and welcome. Ignoring a guest is interpreted as an insult. As an Arab saying goes: â€Å"Kill me, but don’t give me a funny look! † Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. ravel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Arab women will generally avoid any eye contact with male staff. Eye contact between women however is not an issue. A male staff member should therefore avoid eye contact with a female guest and should never try to force it. Should a woman ask a question, the male companion is addressed unless the woman actively seeks eye contact. Between men, however, direct and intense eye contact is highly regarded. Arabs generally have smaller personal comfort zones than Europeans. During conversations it is customary to feel the speaker’s breath.Europeans who keep their normal personal distance could therefore evoke the feeling that their presence is felt as repulsive. Pointing fingers at persons is also seen as very impolite. Should one be unsure about how to behave when dealing with Arab guests, the best advice is to rather be too reserved rather than forceful. 7. 3 Guest Complaints As with all guests, voicing of complaints depends very much on the personality of the person. Should complaints arise these are brought up by the family’s spokesperson (interpreter), rather than the head of the family or his wife.It is therefore important to establish a good relationship, based on trust, with the spokesperson. The spokesperson should also be given a few names of people in authority, who are able to make quick decisions that are followed through. This has the benefit that instead of discussing problems with other guests/families, the spokesperson can approach the hotel directly to sort matters out. This is also important as families stay for long periods and tend to develop contacts with other families. Through direct communication the escalation of a problem can therefore be avoided.Even though women are taking up more and more managerial roles, experience shows that Arab guests still prefer addressing complaints with male employees. Even if a guest becomes loud and angry, it is important to stay calm. A good tactic is to remove the guest from the public area and discuss the matter over a cup of tea. Complaints are always to be seen as a chance to improve service. 8. HOTEL 8. 1 Choice of Hotel Luxury is not the deciding factor when it comes to choosing a hotel. A certain standard is definitely expected, but the proximity to shopping centres or supermarkets and the hotel’s atmosphere are more important.Medical checks are often the reason for visits, so the proximity to clinics can be a deciding factor in such a case. Should the hotel not be ideally situated, a limousine service could be considered. Instead of city hotels, smaller, family hotels are becoming more an d more popular. As friendliness is a deciding factor, hotels with a family atmosphere are preferred. 8. 2 Greeting and Check-In The greeting is the first, all-important impression a guest gets. On arrival guests want to feel welcomed and respected. An Arab saying goes: â€Å"A look can kill quicker than a sword! To counter this, a smile or even an Arab greeting can make a big difference. Even though Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel direct communication might not be possible, the effort is seen as a friendly gesture, which in turn will leave a positive memory. Greetings are so important in Arab society that they have taken on an almost ritualistic character. Even when staff are under pressure, they should always stay calm and take their time with this greeting ceremony.Arab men should be respectfully approached, and then one shou ld await their response. Some greet by shaking hands, others do not. Most Arabs however find handshaking strange, and should it take place, only the right hand is to be offered, as the left is considered ‘unclean’. Arab men greet each other in a variety of ways, either with their noses, their shoulders or by hand. Well-known acquaintances of the same gender also exchange three kisses on the cheeks. It is customary to greet the highest-ranking person first. Ladies are usually not greeted by hand; a greeting is merely implied (hinted at).European women may offer their hand in greeting. When it comes to money, however, this should be dealt with by a male. Especially the older Arab generations find it difficult to deal with female staff. Reception should always have the times for sunrise and sunset handy, as these are important for prayer times. Times can be requested from the local mosques. Prayers are said five times a day, facing the direction of Mecca. It is therefore o f the utmost importance that the guest knows where Mecca lies. To assist with this, stickers can be put on the windowsills advising the direction of Mecca.Some hotels even offer compasses or instruct their staff accordingly. The addresses of embassies and Arabic-speaking doctors should also be at hand and are regularly asked for. These can be given with the welcome letter. Further information that is often requested is recommendations on Arabic, Persian or Lebanese restaurants, limousine rental companies or Arabic-speaking guides. For Arabs the weekend starts on Fridays, and Sundays are a normal working day. Although Arabs generally value a calm and relaxed atmosphere, the check-in should proceed speedily.This is especially important for the women and children who have been travelling for many hours. On arrival the guest will want to inspect and choose from several rooms to ensure that they meet his expectations and those of his family members. The category booked by the organiser s hould however not be changed. Special wishes are often only requested on check-in. Staff should therefore be flexible. Even after several visits to a hotel the special requests may vary from visit to visit, which is why requests from previous years should be clarified before implementation. Due to the long duration of stay, many hotels insist on weekly billing.Should this be the case, the guest must be advised of this on check-in. Financial matters must however be dealt with tactfully so as to avoid giving the impression of mistrust. When luggage is taken to the room the porter should always leave the door open and leave the room as quickly as possible. The ladies in the party will often wait outside the room until the porter has left. To wait for a tip is seen as rude. Arab guests tend to occupy rooms in big groups. To check the number of guests in a room it is helpful to consult with the housekeeper, as she is in charge of the daily cleaning of rooms.Guests also like to change roo ms amongst themselves and the spokesperson of the group should therefore be consulted to clarify the room occupancies. Nonetheless, Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel guests are usually quite cooperative should occupancy issues arise. Arabic guests often leave their room doors open or unlocked. It is therefore advised that guests should be informed in writing about the hotels liability policy in cases of theft from the rooms.The issuing of house rules in Arabic is seen as an insult, but should this be a standard, these rules should also be laid out in English and another common language if possible. A friendly welcome letter, which politely requests the adherence to certain rules, will usually be readily accepted. 8. 3 Hotel Interiors/Furnishings Children occupy a very important status in Arabic countries and if possible, designate d areas should be set aside for them. A playroom furnished with billiard tables, computer games etc. is a good idea.The venue should be in an area of the hotel where noise disturbance would be at a minimum and where children can play until late at night. Due to the fact that Arab children are only used to their local foods, it often happens that foods will be heated up in their hotel rooms. This can be prevented by including Arabic foods on the menu. Nannies travelling with children have a purely supervisory and chaperoning function, they are not entitled to reprimand or discipline. Should it be possible, the hotel could offer activity and entertainment programmes for the children to keep them in check.Reception should also advise the nannies of the quickest route to the nearest playground or park. Security is an important aspect for Arabic travellers as the man carries the responsibility for the entire family. The presence of security personnel and/or cameras in the passages is pos itively met. Airconditioning is an absolute must and is seen as a non-negotiable standard. Religion being an integral part of Arab life, guests pray five times a day. A designated prayer room would therefore be appreciated. This room can be very basic, e. g. an empty conference room or guest room in which prayer mats can be spread out.Prayer mats are usually brought along, but some hotels also offer these for loan. It is also seen as polite to remove any items connected to other religions. Arab women appreciate pool times designated for their exclusive use, with only female staff on duty, should this be required. The standard swimwear worn by ladies is leggings and t-shirts. European swimwear is seldom worn. 8. 4 Room Furnishings Although Arab guests are usually quite good at speaking English, signage in Arabic clarifies any uncertainties and helps to make the guest feel welcomed.The room service menu should definitely be translated and guest service directories in Arabic, as well a s a welcome letter in that language, will leave a lasting impression. Guest rooms should be as spacious as possible, as Arabs are used to having a lot of space. Big rooms, preferably suites, are expected. Should no connecting doors between rooms be available, rooms should at least be adjacent to one another. Big beds are also preferred (king and queen size), and baby cots are also often requested. Cooking facilities in rooms are also welcomed, as baby milk can be warmed and water boiled for tea.Many guests do not like ordering room service too often, and should cooking facilities not be available, at least a kettle could be offered as an alternative. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Arabic TV channels should be available; suggestions are Al-Jazeera and Nile, which are both available via satellite. Video recorders and DVD players are also an ideal service to make available. Arabic newspapers are a must, as the need for up-to-date information is high.A welcome letter in the room which not only greets the guest but also conveys detailed information on the hotel and its services is much appreciated. Small welcome gifts such as fruit, figs, nuts, biscuits, cakes and alcohol-free chocolates are popular. As the ‘Do not disturb’ sign is often left out during the day, good communication between room service and housekeeping is vital. Small gifts for children e. g. chocolate are very important. Arab guests greatly appreciate finding big bottles of still mineral water in their rooms on arrival. These are especially enjoyed by the children after a long trip.Only still water is drunk and internationally known brands are preferred to the local ones. It should be noted that Muslims are prohibited from drinking alcohol, but that not all Arabs are Muslims. In addition, this prohibition is treated in a more rela xed manner when in Europe. Alcohol need only be removed from rooms on request or after enquiry from the hotel or when children accompany adults. Minibars are usually cleared shortly after arrival anyway to accommodate water bottles. The stocking of the minibar can be discussed on arrival. As appliances are often brought along, adapters and cables should be available on request. . 5 Bathrooms Arab guests will request a large number of bath towels on a daily basis. This is due to the fact that the entire body must be cleansed prior to every prayer session. A towel is never used twice, which is why the usage is so high. In addition, it is regarded as unhygienic to only use toilet paper after visiting the toilet. Arabian custom dictates that one also uses water to clean oneself, which is done with the left hand. This is why their toilets are fitted with a water spray facility. Seeing that standard toilets are not fitted with this device, a towel is then used to clean the left hand.Natur ally the towel is immediately given in to be laundered. Some adults try to adjust to the ‘strange’ European habit, but this can not be expected from children. Due to the unpleasant smell of these towels Arabs are often labelled as being unhygienic, which couldn’t be further from the truth. Even though towels are immediately sent to be laundered, the provision of white towels is not necessarily doing them a favour. In addition, guests should also be able to make use of a laundry facility. As children often run around barefoot, towels are laid out in the bathrooms to avoid them becoming ill due to the unfamiliar temperatures. . 6 Daily Routine Because of the high daytime temperatures in the Arab region, Arabs tend to be more active during the evening hours. Their daily routine has adjusted accordingly. It is therefore suggested that cleaning routines for rooms are planned according to individual guests. It is also advisable to allocate more time for the cleaning of rooms than Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel usual.Complaints might be received because cleaning staff, for insurance reasons, are not permitted to move items lying around in order to clean the room. The reason for the ‘non-tidying’ should be explained in a friendly and tactful manner. To avoid unnecessary conflicts it is recommended that enough female cleaning staff are at hand to adhere to the strict gender segregation. It is however often difficult to get access to rooms due to the ‘Do not disturb’ sign being out. It is therefore advisable to inform the guests well in advance as to when cleaning is scheduled. 9.Eating Habits The provision of appropriate foods can be a potential area of conflict. Hotels often react negatively to the delivery of food from external sources, or the cooking of foods in the room. There are however several reasons for Arab guests not being able to go without their familiar foods: The length of their stays is often much greater than that of other guests, which is why familiar tastes are missed. In addition, children accompanying adults cannot be expected to adapt. Also, the quality of many exotic fruits is not comparable to that of their home country, which is why special products are often flown in.Not to be forgotten is the fact that the Muslim religion prescribes certain rules when it comes to food and drink, i. e. no pork or alcohol may be consumed, nor any other intoxicating substances. Meat must always be well done as the Koran prohibits the consumption of blood. Many Muslims also insist on meat having been slaughtered according to Islamic rites. Arabic eating habits also vary greatly from those of European cultures. Although European foods are readily tried, Arabic foods are definitely preferred. If possible, Arabic, Turkish or Libyan chefs shoul d therefore be brought in.Some hotels even allow the guests’ own chefs to use the hotel kitchen. The breakfast times stipulated in hotels often do not fit into the daily routine of Arabs, who usually take breakfast between 10h00 and noon. The foods on offer in hotels however are more than sufficient to cover the guests’ needs. Great value is placed on a variety of fruits and fruit juices. Beware: Children often go to breakfast unaccompanied by parents. It is therefore vital to make it clear which cold meats/foods contain pork, to avoid children eating these forbidden foods. Dinner is usually taken between 21h00 and 23h00 and is ordered from room service.Enough staff should therefore always be at hand. Choices should include Arabic dishes, menus should be translated and the various dishes should be numbered to avoid any miscommunication. Should the hotel wish to limit guests from going out for meals or ordering in, it would be advisable to adjust themselves to the Arabi c habits. Some hotels offer Arabic buffets in separate rooms or in a section of the restaurant. Others do not cater for the guests’ needs and have an agreement allowing the guests to order in, but charge a ‘corkage’ fee for this privilege.Should the guests make use of the restaurant, children should be especially well treated and served. Arabic guests go to eat not because the adults are hungry, but because the Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel children are hungry. Due to the fact that children are often ‘neglected’ in restaurants, parents prefer going to Arabic or Lebanese restaurants. 9. 1 Etiquette during meals Despite rumours, Arabic guests do not sit on the floor to eat.This is only done when the table is covered by brochures or is too small. There is little talking during meals, meaning that the noise disturbance is minimal. A small amount of the main meal is always left on the plate, after which dessert and coffee is quickly consumed. It is a sign of politeness to at least try every dish, even if one is not hungry. Eating only commences once the head of the table opens the meal with the words ‘Bismillah’ (in the name of Allah). Everyone helps themselves, and it is an unwritten law that one eats the most from the dish directly in front of one.The host will always ensure that these are the best dishes. After dinner, when coffee is served, only three small cups are consumed, as more would be considered impolite. One can however indicate beforehand when one has had enough, otherwise replenishment will be done without asking. The signal for this in the Middle East is to quickly wave the cup from left to right whilst holding it between your thumb and index finger. In Europe, Arab guests eat with knives and forks. If meals are eaten by hand, only the right hand i s used, as the left is considered as ‘unclean’.In the Middle East meals are served with nan or pita bread, which is broken into little pieces that are then formed into a shovel using three fingers, and the food picked is up with this. Dates are always a welcome offering, although the locally available ones are not of the same quality as the ones in the Middle East. This is why they are often flown in especially by guests. Favoured desserts are heavy and sweet, but usually quite costly as they contain ingredients such as hazelnuts, walnuts, almonds, pistachios and honey.Baklava, Swiss chocolate and glazed chestnuts are very well liked. It is considered very rude to remove plates that are not quite empty without asking. Arab guests do not necessarily know the rule of laying the knife and fork next to one another on the plate to signal that one has finished. Permission must therefore be asked for before clearing. 9. 2 Beverages In Arab countries beverages are ordered durin g or after meals, not before. They are also used to receiving their food soon after ordering.In the Arab region guests are greeted with a beverage upon arrival, without having ordered. This is an Arab ritual and serves to create a friendly atmosphere. Ordering drinks prior to receiving food is not customary and seen as a nuisance. Apart from mocha, there is no drink that is consumed in larger amounts than tea. Especially popular are black tea with a few sprigs of mint, but also cardamom, aniseed and jasmine are popular flavourants. Tea is an obligatory welcome drink for guests, and is drunk very sweet, and many hotels have started serving tea out of samovars in the lobby area.Some guests however may be irritated by the fact that the same person who serves them the tea also serves alcohol. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Coffee i s served in small mocha cups with a lot of sugar (hulwa), half a sugar cube (madbuta) or without sugar (murra). Because the method of preparation and taste of coffee prepared by hotels differs greatly, coffee is often brought along by guests.The water consumed is usually still water, and for cost reasons is often bought in large bottles at supermarkets. To counter this, water can be offered at special prices as part of room service. Because Muslims are prohibited from drinking alcohol, a large range of nonalcoholic drinks should be made available. Arab Christians however are permitted to consume alcohol. Apart from water, fruit juices and Coca-Cola are very popular, especially with children. 10. Summary of Important Tips Specifics ? ? ? ? ? ? ? ? ? ? ? ? ?Emphasise to staff the importance of offering suggestions Enquire about health and satisfaction on a regular basis Have information about mosques and prayer times at hand Inform other guests that Arab guests are sharing the same fl oor Explain to staff how to offer tactful service by making use of examples Print hotel rules in Arabic, English and German Welcome letters can contain tactful requests about adherence to certain house rules Inform guests about hotel liability policy in writing (when doors are left open) Specify a contact person who is responsible for the group during the stay Show flexibility when it comes to breakfast and restaurant opening times Respect special requests when cleaning rooms Have information on children’s activities and programmes at hand Show the nanny the way to the nearest park Verbal Communication ? ? ? ? ? ? ? Discuss the subject of communication between Arab guests and staff Never leave a guest waiting when they want to communicate Do not be irritated by the emotional expressions of guests Do not deny requests, rather offer alternatives and show that you are concerned and wanting to assist Communicate criticism tactfully Always plan enough time to ensure a trusting rel ationship is built up with guests Show personal interest Be careful when using humour; irony and sarcasm are no-no’s Non-verbal Communication ? ? ? ? Stern expressions are interpreted as arrogant – always smile No direct eye contact between female guests and male staff Eye contact is important between men Accept minimal personal space when communicating Complaint Behavior ? Be sensitive and tactful during emotionally charged complaints ? Should guests retire/leave quietly, assume that there is a problem ?Involve the middle man/interpreter when guest or hotel complaints come up Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel ? Be proactive to avoid a spate of complaints ? Serious issues must be handled by male staff Reservations ? ? ? ? Clarify hierarchical order in advance Clarify exact number of guests including babies and nannie s Internally, ensure that all names are spelt in one way Clarify on arrival who will be taking care of payments Greeting / Welcome ? Allocate sufficient time for the greeting/arrival ? Use Arab forms of greeting ? Discuss the importance of first impressions with staff.Despite reservations, guests will change hotels if they are not happy ? Male staff should not shake hands with female guests ? Handshakes that are too firm are to be avoided ? Never offer the left hand, as it is considered ‘unclean’ ? Ensure that the check-in runs smoothly and speedily ? Financial issues must be dealt with tactfully ? Plan in more time and staff to deal with special requests ? Have city information at hand in Arabic Hotel Interior ? ? ? ? ? Hotels with self-catering facilities are preferred Ensure that guests feel safe Offer play rooms/entertainment areas for children A/C is a must Be prepared that the lobby will at times resemble a bazaar Room Interiors ? ? ? ? ? ? ? ? ? Rooms should be b ig with interconnecting doors Check number of guests per room regularly Advise in a sensitive manner the rules for number of persons allowed per room Offer big beds Provide Arab TV channels Prepare friendly welcome letter Offer still mineral water in large bottles Discuss minibar contents in advance Indicate direction of Mecca (remove any other religious symbols/books) Be prepared for increased towel usage Services on Offer ? Discuss cleaning schedules with individual rooms ? Have enough cleaning staff at hand, preferably female ? Offer newspapers in home languages Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Food and Beverages ? ? ? ? ? ? ? ? ?Offer room service Translate menu into Arabic and number the dishes Be prepared for increase in room service between 21h00 and 23h00 Have an Arabic chef prepare Arabic meals Alternatively, allow the g uests’ personal chef to use kitchen Order in Arab catering Adjust restaurant opening times to suit guests Serve children first and quickly Pork and alcohol are prohibited for Muslims Breakfast ? Offer normal international breakfast buffet ? Offer wide selection of fruit and fruit juices ? Indicate which cold meats contain pork Etiquette during Meal Times ? Always ask whether plates may be removed before doing so ? Place big tables in guest rooms to avoid guests having to eat sitting on the floor ? Only eat with the right hand, as the left is considered ‘unclean’ Drinks ? ? ? Offer black tea with sprigs of fresh mint leaves Tea is generally drunk very sweet Offer a good selection of non-alcoholic beverages Be aware that coffee is often brought by the guests themselves Arabic Phrases Good day Good morning Good evening Good night Welcome Thank you Please See you again One moment please Excuse me please I wish you a pleasant stay Salam aleikhum (pronounced: sala male icum) Sabah elkheir (pronounced: sabba elsher) Masah elkheir (pronounced: masse elsher) Tisbah ala kheir (pronounced: tisba ala kair) Marhaba Shokran (pronounced: shukran) Afoin (pronounced: affoan) Maa salama Min fadlak Lau samahat Ekama saida Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. ravel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Titles The confusing name sequences are constructed with between three and six elements: ? Social status ? First name and family ties ? Father and sometimes grandfathers’ names ? Social and geographic origin ? Sometimes honour titles and occupational titles The social rank is always mentioned at the beginning of the name; this is especially clear for heads of state, e. g. Emir (Arab. Amir), Sultan, Malik (king) or Rais (president). In the UAE the rulers do not call each other Emir, but rather Sheikh. This is followed by the first name, which is follow ed by the description of family ties/connections.For boys ‘Ibn’ (son of), for girls ‘Bint’ (daughter of), for fathers ‘Abu’ (Father of). An especially honorable title is ‘Umm’ (mother of), followed by the eldest son’s name. These are followed by the social or geographic origins. Muslims who have fulfilled their trips to the holy sites of Mecca and Medina carry the honorary title of Hajj, although this is seldom used in the Emirates or Gulf of Oman. The job title is often also part of the title, e. g. ‘Imam’ (priest), ‘Qadi’ (judge) or ‘Hakim’ (doctor). The surname always stands last. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel