The resources are divided into support and primary activities. In tourism, most of
the primary activities are called ‘front of house’ as they are visible to the consumer, while
most of the support activities are called ‘back of house’ as consumers do not meet or
interact with their employees. Primary activities examine the process of transformation of
raw material or information to products and offerings and then their delivery to customers
and partners through the sales and marketing as well as the service functions.
For a hotel, for example, a room is the product and goes through this circle each
time it is rented. Raw materials include clean linen and toiletries as well as all other articles
arriving from suppliers. The production process may include cleaning and preparing a room
as well as welcoming guests, all services offered to the customer upon arrival, and facilitating
their stay. Outbound logistics will involve housekeeping, announcing to the front office that a
room is ready to be rented, as well as all preparations for the room to be put on the market.