An integrated system for tourism destination management: reflections and proposal of a conceptual model from the perspective of hospitality

This report presents the experience of the implementation of the “Tourism Observatory | SIGESTur” project, an action developed at the Federal Institute of São Paulo (IFSP Campus Cubatão). The project began in 2016, as result of academic research and university extension activity. This work reports and analyzes the results of the project, and proposes a model for innovative management of tourism destinations in the Brazilian context. In its first year, the project was considered one of the ten most innovative ideas in Brazilian tourism, at the I Tourism Innovation Camp, a contest promoted by the Panrotas portal with technical support from Sebrae (national development agency). In 2017, the case entitled “Hospitality and hostility relations among stakeholders: Influences in the competitiveness of tourist destinations” received an award during the IV World Research Summit for Tourism and Hospitality, a congress held in Orlando (USA). The project consists of two work fronts. For the elaboration of this report of experience, bibliographical and documentary research were carried out. The data analysis was done in 2019 to ensure that all previous actions were recorded. In the results, the establishment of a model is highlighted, for collecting, processing and analyzing data and distributing information to professionals in the travel and tourism industry.


Applied
In summary, the main goal of the Tourism Observatory | SIGESTur is to structure a system for collecting, processing, and analyzing data and distributing information to professionals working in the travel and tourism sector. The specific goals of the project are: to complement the inventory of equipment, services and tourism infrastructure of the municipality; to support the elaboration and future revisions of the Municipal Tourism Master Plan; and stimulate the development of a system for collecting, analyzing and distributing data and information on the regional tourism market.
In the 2017, the case entitled "Hospitality and hostility relations among stakeholders: Influences in the competitiveness of tourist destinations" received an award at the "IV World Research Summit for Tourism and Hospitality", conference held in Orlando (USA). Component projects of the Tourism Observatory | SI-GESTur: • "Competitiveness in the travel and tourism sector: multiple case study in São Paulo coast" (2016); • "Integrated Tourism Destination Management System" (2016); • "Entrepreneurship: guidance for tourism business plans" (2017); • "Observatoriodoturismo.com: monitoring and evaluation of public policies to promote tourism on the São Paulo coast" (2017);

RESEARCH QUESTION AND RELEVANCE
Considering, initially, the regional context in which the Tourism Observatory | SIGESTur and the abovementioned satellite projects are being implemented, we see that there are four main demands to be met: • Integration between stakeholders in the travel and tourism sector; creation and dissemination of content on the performance of the tourism market and public policies to promote tourism; • Historical data on the performance of tourism businesses in relation to the local, regional, state, national and international economic contexts; and • Institutionalization of actions to support the management of the tourism destination -in this case, the pilot actions take place in the "Costa da Mata Atlântica", the name given for tourism purposes, to

Relations of hospitality and hostility relations in the context of public management of tourism
It is considered important to present some reflections, albeit initial, on the relations of hospitality and hostility in the context of public management of tourism.
This means that when proposing this "conceptual model", we seek to guide the vision of managers of According to Lashley (2015), there are several possible reasons for offering hospitality, but the natural characteristics of those who are genuinely hospitable is a matter of great relevance in studies on hospitality in all its domains -sociocultural, private and commercial (Lashley, 2000;2008). • Complete and comprehensive representation of the entire range of tourism enterprises and services; • Accurate information, tourism product pricing and impartial showcasing of offers (randomized, for example); • Guaranteed of confirmed bookings; • Strong political and industrial support; • Secure and adequate financial base, based on a realistic business model; • Interconnectivity and interoperability of systems; • Multichannel strategies, capitalizing on all technologies; • Strong links with all distribution partners and mechanisms; • Technology must always follow business models, not necessarily lead them; • Large number of added value services, based on personalized information; • Micro-sites for niche markets and specialized groups; • Convenient payment methods for consumers, payment of commission for all intermediaries involved in a booking, and prompt settlement with suppliers; • Easy, clear and accessible interfaces; • A degree of standardization between DMSs; • Marketing of DMS both to consumers and to the online and offline travel trade; • SMTEs should be involved at an early stage and should be autonomous. Wang & Xiang (2007) propose key variables for destination marketing management, based on a structured model with four constructs: preconditions for the formation of market alliances, motivation for entering into market alliances, the formative process of market alliances, and stratification of the results (outputs).
From there, breaking down the diagram presented by the authors, thirty-one variables were identified within the group of processes, the focus of this study. Thus, in The authors point out that the commercial domain of hospitality is prevalent, and has been adopted by teachers in the area of management, as a management tool. Thus, the study adopts the threefold concepts of

The authors state that "(…) it is important that the focus
be on an integrated system that is less discriminatory, that tends to increase the relevance of an inclusive tourism model without barriers in society, and that provides access to detailed information on available conveniences and specific means for access/consumption

"(Eichhorn et al, 2008).
In addition to the strategies and actions for disseminating information about the project, another important aspect to mention is the weekly participations of the proponent in the program "Em Cima da Hora", of the online community radio "Rádio da Vila" (http:// www.radiodavila.minharadio.fm/) located in Santos, in the district of Vila Mathias.
The program airs every Thursday between 8 am and 9 am, but remains online on the YouTube platform. This action is carried out by the proponent, who was the coordinator of the abovementioned undergraduate and undergraduate academic research and university extension projects. The aim of the initiative is to bring a useful service to a wider public, commenting, in accessible language, on the impacts of tourism on the regional economy.
Based on the theoretical framework adopted, and the experience of implementing the Tourism Observatory | SIGESTur, it is clear that government action at municipal level can directly influence the competitiveness of

Metodology
We see that the Tourism Observatory | SIGESTur consists of two work fronts. The first is focused on data collection, processing, and analysis and the second is dedicated to the distribution of information to professionals working in the travel and tourism sector.
The actions of this first work front are performed regularly by the proponent and the work team, which is made up of scholarship students, as explained above.
The work of distributing information i.e. the data analyzed and transformed into language that is accessible to the general public -is done by the proponent.

RESULTS
The establishment of a tourism destination management model is proposed, based on the premise that each destination has its own characteristics in terms of its institutional arrangement, management resources and administrative capacity.
Considering such peculiarities, the Tourism Observatory | SIGESTur was conceived, as described above, with two fronts of action. A possible development of the project is the creation of a mobile app prototype, as a model that can be adopted by tourism destinations and also act as a channel for disseminating information from the data analysis developed within the Tourism Observatory | SIGESTur. The characteristics of "replicability" and "self-management" are considered applicable to describe the project.
Given that the Tourism Observatory | SIGESTur was originally developed through the integration of undergraduate and undergraduate projects, the evaluation process (or processes) were conducted on a regular basis. Also, the successful dissemination effort involves regular submission of the project for evaluation by conferences and periodicals.
The innovative aspect of the information dissemination phase is that it provides simple, efficient and transparent access to information in a user-friendly, visual, accessible and accurate way.
The conceptual basis of the project consists of studies on hospitality, competitiveness and sustainability, and it is the articulation of these themes that provides the   Wang & Xiang (2007).

Functionality Objective Destination
Gather institutional information on municipalities in the region (or neighborhoods in the city and states of a country, for example) and geographical data deemed to be of technical and administrative interest.

Events calendar
Give information about trade events held or supported by the government, both in public and private spaces. This is not advertising or commercial information, but technical data, business opportunities and commercial contacts.

GPS (map)
Assist in travel to and identification of the location of attractions or tourist services.

Blog
Publicize diverse content about the tourism destination. The page may contain a range of contents, such as articles, images, itineraries, comments and reviews, useful links, public services, and other content of public interest.

PRACTICAL IMPLICATIONS AND CONCLUSIONS
It should be mentioned that the implementation of the Tourism Observatory | SIGESTur through academic projects, linked to IFSP Campus Cubatão, with the participation of scholarship students, requires the preparation of projects and partial reports of those projects, which are submitted at the end of the first semester, and final reports, which are presented at the end of each year, when the projects are completed.
The repercussions of the project can be seen as an evaluation metric, i.e., the disclosure of the actions inherent to the Tourism Observatory | SIGESTur by non -tourism media outlets means that one of the aims of the project has been achieved, which was to raise awareness of the local community regarding the economic, social and cultural benefits of tourism.
Another relevant aspect is the adherence to and/or support for the project by the municipalities of the