درخت حوزه‌های تخصصی

The hotel industry in Qeshm Island is rapidly expanding. An important component in the hotel industry is the human resource. Tourists do not just come for the facilities and attractions, they want to be treated right and well and that is why a good command of the English language is always regarded as an asset for personnel in the tourism industry. This study was conducted to study and analyze the impact of one of the English skills, i.e., speaking of staff in hotels on attracting tourist in Qeshm Island. In order to so, data was collected from 25 foreign tourists in a hotel as Marina Hotel, regarding their expectations and perceptions of their stay about personal qualities of the hotels’ staff in different positions. The results obtained from the expectations of the guests indicated that the role and importance of the ‘English language proficiency’ in the tourism industry is relative to job function. ‘English language proficiency’ is more expected from those who often come into direct face-to-face contact with hotel guests such as the reception staff and it is more expected for the hotel management personnel as well. For other hotel staff, such as food & beverage and housekeeping staff, other qualities are expected more than ‘English language proficiency’ by hotel guests.

When the tourists' satisfaction with travel services is discussed, it should be considered the components related to increasing or decreasing satisfaction. To the fullest extent, the expectations of tourists will be met, as tourism and tourist development will be achieved. Tourists usually travel to where they are trusted and confident and feel safe. Providing services, facilities and equipment in these conditions is effective in increasing their satisfaction. The main objective of this research is to assess the satisfaction and level of expectations of German tourists from transportation systems, accommodation facilities (hotels) and professional characteristics of tour guides. The studied subjects in this study were German tourists who traveled to Iran from February 2016 to June 2017. This research is a descriptive-exploratory study. According to the definitions, objectives and questions, the survey methodology and documents are used simultaneously and the documentary method for collecting theoretical information and library studies and a survey method for collecting information Field is used. The researcher-made questionnaire consisted of questionnaires using the Likert spectrum method, which was analyzed by SPSS-16 software. Based on the results of this research, there is a positive and significant relationship between the services provided in residential centers, the quality of transportation services in Iran and the satisfaction of German tourists. Because of their expectations not meeting the quality of services, they prefer not to go back to Iran. But we can provide a suitable platform to motivate the return of tourists to Iran by making changes in the dimensions of quality, cost of services, hotel, driver and tour guides behavior through public and professional education.

Today, tourism has become a highly successful and profitable industry in the world, especially in developed countries. Hamadan province in Iran has a lot of tourist attractions. According to statistics released by the Heritage, Handicrafts and Tourism Organization in the province, there are over 1831 historical and cultural recorded works in Hamedan province. Therefore, by investing in the tourism sector, the province can be turned into a tourist destination, helping to create jobs and increase people's income. This research is an applied one, conducted by field and observation methods. Thus, tourism can be considered as a rescue tool for sustainable urban development, especially in marginalized areas. In this research, the effect of tourism industry on decreasing housing unsustainability will be studied in one of Hamedan's marginal neighborhoods, Manoochehri neighborhood, emphasizing on sustainability components. Using a researcher-made questionnaire, the researcher analyzed the extent of each of the components to answer the research questions and, through the SWOT table, identified the strategy of intervention in the neighborhood to reduce the incidence of unsustainability and, in the end, considering the strategy and the results of the questionnaire, it has come up with the necessary strategies.