Gr 12-Tourism-Study Notes by Impaq

Í2,È-E-TOU-SN01_Î

TOURISM STUDY NOTES Grade 12

A member of the FUTURELEARN group

Tourism Study notes

1812-E-TOU-SN01

Í2,È-E-TOU-SN01_Î

Grade 12

CAPS aligned

Study Notes G12 ~ Tourism

CONTENTS PREFACE............................................................................................................................ 3 INTRODUCTION ................................................................................................................. 3 TIME MANAGEMENT ......................................................................................................... 4 1. Main headings and topics ....................................................................................... 5 2. Specific aims of Tourism ......................................................................................... 5 3. Overview of topics ................................................................................................... 6 4. Year programme ..................................................................................................... 8 4.1 Term 1 ........................................................................................................ 8 4.2 Term 2 ...................................................................................................... 10 4.3 Term 3 ...................................................................................................... 11 4.4 Term 4 ...................................................................................................... 13 5. Formal assessment in Grade 12 ........................................................................... 13 6. Submission dates for the SBA and PAT ................................................................ 13 7. Let’s look at it again .............................................................................................. 14 8. Study tips .............................................................................................................. 15 9. Resources ............................................................................................................. 18 10. Useful websites ..................................................................................................... 19 11. Where to get previous examination papers ........................................................... 19 12. my.Impaq .............................................................................................................. 19 13. Facebook………………………………………………………………………….. ........ 19 14. Contact details ...................................................................................................... 19 15. Examination tips .................................................................................................... 20 16. Tourism thesaurus ................................................................................................ 23

Study Notes G12 ~ Tourism

1. 1 2 3 4 5 6 7 8 9

Main headings and topics Tourism sectors Map work and tour-planning Tourist attractions Sustainable and responsible tourism Domestic, regional and international tourism (inside and outside South Africa) Culture and heritage tourism Foreign exchange Communication and customer care Marketing

Specific aims of Tourism

In Tourism, you will learn the following: • Different types of tourists and the purpose of their travelling. • The different tourism sectors, with special reference to transport, hospitality, travel organising and support services, and the tourist attractions sector. • Map work. • Foreign exchange concepts and the buying power of different foreign currencies. • The influence of world time zones on travel. • South Africa and the SADC countries as tourism destinations. • World-famous icons and world heritage sites. • Sustainable and responsible tourism. • Marketing of tourism products. • Technology in tourism. • Customer care and the value of service excellence. • Tour-planning.

Study Notes G12 ~ Tourism

Overview of topics This is an overview of the different topics and how it should be covered in each grade. The nine main headings/topics are roughly divided into the different grades, as set out in the following table. It serves as a general overview of all the topics covered over the three years. TOPIC

Tourism sectors

Map work and tour planning

Tourism attractions

Sustainable and responsible tourism

GRADE 10

GRADE 11

GRADE 12

Introduction to Tourism • Types of tourists and tourist profiles • The different modes of transport • Accommodation establishments: facilities and services offered by each type; the South African grading system • Food and beverage establishments • The tourist attractions sector • Structure of the South African tourism industry • Map terminology and symbols • Different types of maps • Location of South Africa’s borders, provinces, etc. on a colour map. • Location of South Africa and the SADC countries, continents, oceans, island groups and tourism regions on a colour map of the world • Distance indicators and distance tables • Tourist attractions in the provinces of South Africa • South African National Parks (SANParks) • South African fauna and flora • Sustainable tourism concepts • Three pillars of sustainable tourism (planet, people, profit) • Responsible tourism concepts • Good environmental practices • Global warming and the tourism industry

Transport services in South Africa • Airports, airlines and airport operations; technology at airports to facilitate travel • Tourist bus industry • Tourist train industry • Luxury cruise liner industry • Car rental • Job and career opportunities in the tourism industry • Requirements and inherent qualities needed to work in the tourism industry • Entrepreneurial opportunities Tour itinerary • Concepts: itinerary, logical tour-planning, scheduled tours • Factors to consider when planning an itinerary • Different types of itineraries • Writing an itinerary

• Professional image of staff in the tourism industry • Conditions of employment • Contract of employment • Purpose and value of a code of conduct

Main tourist attractions in the SADC countries

• World-famous icons and attractions • Factors contributing to the success of a tourist attraction

Not in Grade 11

• Location of world-famous icons on a colour map of the world • Tour plans and route-planning • Compiling a day-by-day itinerary • Compiling a tour budget • Health and safety • Travel documentation • World time zones

• Three pillars of sustainable tourism (planet, people, profit) • Responsible tourists • Codes of conduct for tourist behaviour • Demand for responsible tourism • Role players in responsible and sustainable tourism

Study Notes G12 ~ Tourism

TOPIC

Domestic, regional and international tourism

Culture and heritage tourism

GRADE 10 Domestic tourism • Concepts • Benefits for South Africa • Domestic tourism statistics • Payment methods and technology for payment in South Africa Culture and heritage • Concepts, elements and importance of heritage • Heritage sites

GRADE 11

GRADE 12

The Domestic Tourism Growth Strategy • The seven domestic travel market segments according to the Domestic Tourism Growth Strategy • Regional tourism: the SADC member countries • South African cultural uniqueness • South African heritage bodies

• Global events and unforeseen occurrences of international significance • Forms of payment when travelling internationally • Foreign market share – statistics regarding inbound international tourism World Heritage Sites • Concepts • The role of UNESCO: Logo and main function • Types of World Heritage Sites: Natural and cultural • A description of all the World Heritage Sites in South Africa • Foreign exchange • Concept: strong and weak rand • Currency conversions • Differentiation between bank selling rate (BSR) and bank buying rate (BBR) • The effect of exchange rates on international tourism • Exchange rates fluctuations • Methods to obtain customer feedback and measure customer satisfaction • Reasons why service differs from one organisation to another • Measuring customer satisfaction • Impact of the service delivered by an organisation on its business profitability • Marketing South Africa as a tourism destination

• Foreign exchange and its value to the South African economy • Conversion of currencies Foreign exchange

Communication and customer care

Marketing

Not in Grade 10

• Communication (verbal and written) • Communication technology (equipment) • Service excellence: concepts, importance, advantages, consequences and recommendations

• Global distribution systems • Customer care for foreign tourists • Customer complaints • Managing quality service

• Marketing of tourism products, services and sites • Factors to consider during the marketing process

• Promotional/advertising techniques • Marketing budget

The abovementioned topics are applied in various ways for each grade. The following programme indicates the application for Grade 12.

Study Notes G12 ~ Tourism

Year programme

Grade 12 is a very short year. Although CAPS makes provision for 10 weeks per term, the Department of Basic Education’s school calendar for 2017 does not necessarily allow for this division. Candidates are advised to: 1. Start immediately with the next term’s work as soon as a term’s work has been completed. This will ensure enough time for thorough study and revision. 2. Make sure of the subject matter that has to be completed each term in preparation of the term tests. 4.1

Term 1

During this term, a project (25%) and a test (75%) must be completed to form the SBAmark, which is the formal assessment for Term 1. The marks will be converted to a mark out of 100. The test will include all the work for Term 1. You must complete Phase 1 of the PAT (Practical Assessment Task) in Term 1 and send it to Impaq’s head office for assessment. Phase 2 completed in Term 2. The PAT does not form part of the SBA mark, but forms part of the Final Examination. You will not be allowed to write the Final Examination if both phases of the PAT are not submitted. SBA mark forms 25% (100 marks – 300/3 = 100), the PAT forms 25% (100 + 100/2 = 100) and the Final examination forms 50% (200 marks) of the year mark. Task 1 – Project: 25% Task 2 – Test: 75%

Grade 12: Term 1 Formal assessment Topic

Domestic, regional and international tourism

Content

Global events of international significance: • Concept: Global event - Sporting events: 2010 FIFA World Cup, Wimbledon, Comrades Marathon, Tour de France, Olympic Games. - Other events: G8 Summit, Summits on climate change (to be mentioned as examples, do not study the events as such). • The positive and negative impact of global events on international tourism. • The impact of hosting a global event on: - domestic tourism in the host country. - the economy of the host country. • The advantages and disadvantages for the host country (within a tourism context): development in infrastructural services, investment, foreign exchange income, the multiplier effect. Resources: Recent information should be accessed from the media. Political situations and unforeseen occurrences of international significance: • Concepts: political situation and unforeseen occurrence. • Examples of recent political situations, such as civil war, terrorism, general unrest. • Examples of unforeseen occurrences such as tsunamis, earthquakes and other natural disasters, the global recession, diseases, accidents and economic upsets. (Identify recent examples; do not study the political situations and unforeseen occurrences as such.) • The impact of these situations and occurrences on international tourism and the economy of the affected country. Resources: Recent information should be accessed from the media.

Study Notes G12 ~ Tourism

Map work and tour-planning (PAT – content) Map work and tour-planning (PAT – content)

Map work and tour-planning (PAT – content)

Map work and tour-planning (PAT)

Map work and tour-planning (PAT – content)

Tour plans and route-planning: • Develop tour plans to suit specific tourists’ profiles, available budget and time. • Route-planning. • Choice of transport and accommodation to suit customers’ needs and preferences. • Choice of tourist attractions and activities to suit tourist profiles. Resources: A colour road map of South Africa and the SADC countries, brochures of accommodation and tourist attractions, internet. Compiling a day-by-day itinerary: • The main aspects of an itinerary (description of transport, accommodation, attractions and activities, including stops for meals). • Factors to consider when drawing up an itinerary (focus on logical planning). • Drawing up itineraries according to different scenarios. Example: Day Time Transport Accommodation Attractions Activities Budget

(*Times may be included, but the main focus should be on the logical spread, variety and appropriateness of activities.) Compiling a tour budget: • Factors influencing the development of a budget. • Develop a basic tour budget. Indicate expenses for travel, accommodation, meals, visiting tourist attractions, shopping and tips. Health: • Concepts: World Health Organisation (WHO), health certificates, travel clinics, compulsory and recommended vaccinations. • Precautions to take when travelling to high-risk destinations (malaria, bilharzia, cholera areas). • Vaccinations required for entering/leaving areas of high risk, such as yellow fever, hepatitis. • TB and HIV/Aids risks for inbound tourists. • Recommended health precautions for tourists visiting health risk areas, such as bottled water, sun block, preventative medicine. Safety: • Reasons why the safety of tourists in South Africa is important. • General safety precautions for tourists: in car, in public areas/street, in hotel room, at the airport, after dark. Travel documentation: • Travel documents required when visiting a given country, valid passport, visa and health certificate (cholera and yellow fever).  Requirements for tourists travelling between countries. • How to obtain an international driver’s licence. • Passport: requirements for obtaining a passport, completion of an application form. • Visa: requirements for obtaining a visa, completion of an application form. • Concepts: duty free goods, prohibited goods, green channel, red channel, to declare, travel allowances. • Customs regulations when departing from or arriving in South Africa. Access to and interpreting of customs information. • Resources: The GSA Travel Agents’ Sales Guide, the internet. World time zones: • Concepts: Time zone, UTC, Greenwich, hemispheres, equator and seasons, standard time, local time, the international date line, the 24-hour clock (00:00–23:59), latitude, longitude. • Introduction to a world time zone map. • Concept: Daylight saving time (DST). Reasons for this practice. • The impact of time zones and daylight saving on travel planning and travelling. Calculations of world times when travelling between countries: • Calculations to determine arrival time and departure time with and without DST and flying time (a time zone map must be provided. Learners are not required to know which countries apply DST). • Concepts: jet lag and jet fatigue. Symptoms of jet lag. How to minimise and ease the effects of jetlag.

The research project must be completed in Term 1. The test covers the content that is covered in Term 1. The abovementioned topics will mostly be covered in the PAT, but will also appear in tests and examinations. You need to complete Phase 1 of the PAT in Term 1.

Study Notes G12 ~ Tourism

4.2

Term 2

In this term, you are expected to write a test (25%) and the June examination (75% – 200 marks). This will form the SBA mark for Term 2. The PAT Phase 2 (100 marks) component must be finalised and submitted at Impaq’s head office for assessment. Task 3 – Test: 25% Task 4 – June Examination: 75%

Grade 12: Term 2 Formal assessment Topic

Tourist attractions

Foreign exchange

Content

Famous world icons and attractions: (*World Heritage Sites): • The difference between a tourist attraction and an icon. • Reasons why specific tourism attractions and/or physical features are regarded as icons. The economic significance of icons for a country/area. • Profile and statistics of tourists visiting these icons. Study the icons listed below under the following headings: Location on a world map (country, city/town/area), reason(s) why is it an icon, brief description of the icon, picture of the icon. • Australia: Sydney Opera House*, Ayers Rock/Uluru-Kata Tjuta National Park* • Brazil: The Statue of Christ the Redeemer or Corcovado (Rio de Janeiro) • Canada: Niagara Falls • Italy: *Colosseum (Rome), Leaning Tower of Pisa (Piazza del Uomo)*, Venice*, Vatican City • Egypt: *The Great Pyramids of Giza, the Sphinx • Germany: Berlin Wall, Black Forest • China: The Great Wall of China* • Israel: The Dome of the Rock, the Wailing Wall • United States of America: The Statue of Liberty* (New York), the Grand Canyon* (Arizona) • Greece: The Parthenon (Athens) • India: The Taj Mahal* (Agra) • Turkey: Blue Mosque (Istanbul) • France: The Eiffel Tower, the French Riviera • Japan: Mount Fuji • Mexico: Chichen Itza (Yucatan)* • Jordan: Petra* • Nepal: Mount Everest • Saudi Arabia: Mecca • Switzerland: The Swiss Alps (Jungfrau-Aletsch)* • Netherlands: Windmills • Peru: Machu Picchu* (Cuzcu) • Poland: Auschwitz* • Portugal: The Algarve • Spain: Alcázar of Segovia, bullfights • Thailand: Floating markets • Russia: The Kremlin*, The Red Square* (Moscow) • United Kingdom: Big Ben* (Palace of Westminster*), Buckingham Palace, The Tower of London*, London Bridge Factors that contribute to the success of a tourist attraction: • Excellent marketing of tourism products (locally and/or internationally), sustainable and responsible management plans, efficiency and ethical behaviour of staff and management, positive experiences of visitors, safety and crime prevention, general appearance and upkeep of the attraction, considering the needs of people with disabilities, universal access. • Characteristics of a successful tourist attraction: the actual number of visitors exceeds the target number of visitors, repeat visits; income generated exceeds target figures; positive impact on local community and environment. Foreign exchange: • The term “gross domestic product” (GDP) and its benefits to the South African economy. • The multiplier effect and the link to the GDP. • The concept of a “strong” and “weak” rand. • The relative strength and weakness of a currency at specific times. • Interpret a currency rate sheet. • Convert the major currencies into South African rand and convert South African rand into selected currencies to understand the buying power of different currencies. (Use only exchange rates expressed as: 1 unit of foreign currency = value in rand, i.e. U$1 = R7,60. Calculators may be used for calculations. Calculations must be rounded off to two decimals, e.g.

Study Notes G12 ~ Tourism

Foreign exchange

Tourism sectors

R34,56.) • Differentiate between bank selling rate (BSR) and bank buying rate (BBR). • The effect of exchange rates on international tourism, the effect on both inbound and outbound tourists, and how this influences the travel patterns of South Africans travelling to developing countries as well as developed countries. • Fluctuations in exchange rates. Professional image in the tourism industry: The following factors contribute to a professional image in the tourism industry: • The image of the company such as the name, logo, slogan, website, stationery, marketing material, product packaging, physical appearance of the business, environmental policies, customer service policies. • The image of the staff such as professional appearance, uniforms, dress code (if no uniforms are worn), personal hygiene, grooming, interaction with customers, communication skills. Conditions of employment: Basic conditions of employment in one chosen field of the tourism industry, such as airlines or hotels or national parks. • The contract of employment describing basic conditions of employment, such as working hours, uniform allowances, travel benefits, leave, core duties, fringe benefits, remuneration and deductions, termination of service, professional accountability and responsibility, service ethics. Resources: Refer to the Department of Labour: Basic Conditions of Employment Act (www.labour.gov.za) for working conditions. The purpose and value of a code of conduct: • Purpose: It defines what is expected of staff in the performance of their duties and it gives guidance to staff members faced with ethical challenges. • Value: It creates a cooperative, collaborative atmosphere and promotes integrity in the workplace. Study examples of codes of conduct from a variety of tourism businesses. June examination

As Phase 1 of the PAT had to be completed in Term 1, learners need Phase 1 to complete Phase 2. NB! The PAT component is an examination component and comprises 25% (100 marks each) of the examination. The Final Examination counts 50% (200 marks) towards the year mark. 4.3

Term 3

You are expected to complete a test (25%) and the Preliminary Examination (75% – 200 marks) for this term’s SBA mark. Task 6 – Test: 25% Task 7 – Preliminary Examination: 75% Content

Grade 12: Term 3 Formal assessment Topic

Domestic, regional and international tourism

Forms of payment when travelling internationally: Concepts: • Electronic fund transfers (EFT). • Telegraphic transfers (SWIFT transfers). • Bank drafts. • Internet payments. • Foreign bank notes (cash). • Credit cards (Visa, MasterCard, American Express, Diners Club). • Traveller’s cheques. • Preloaded foreign currency debit cards such as Cash Passport Card/Travel Wallet/International Travel Card. Advantages and disadvantages of each form of payment. Foreign market share – statistics regarding inbound international tourism: Interpretation of statistics with reference to: • foreign arrivals to South Africa (land and air travel markets) and how the arrival statistics can determine foreign market share; • most visited provinces in South Africa; • length of stay in each province; • average expenditure per tourist; and • activities undertaken whilst in South Africa. Resources: Internet, Stats SA, South African Tourism (annual tourism reports), travel journals and magazines,

Study Notes G12 ~ Tourism

Marketing

Sustainable and responsible tourism

Culture and heritage

Communication and customer care

provincial tourism authorities. Marketing South Africa as a tourism destination: • The importance of marketing South Africa internationally: - increase in annual volume of foreign arrivals to South Africa. - increase in international awareness of South Africa as a travel destination. • The core business of SATourism: - Marketing South Africa internationally as a tourism destination of choice. - Maintaining and enhancing the standard of facilities and services for tourists. - Coordinating the marketing activities of role players in the industry. • Opportunities for marketing South Africa internationally: ITB (Berlin); World Travel Market (London). • Funding for SA Tourism’s international marketing initiatives: the role of Tourism Marketing Levy South Africa (TOMSA). • The concept: Branding – South Africa’s brand logo. • Introduction to the Tourism Indaba travel trade show, and the Getaway show as opportunities to promote South Africa and the southern African region to the world. Resources: Internet, Stats SA, South African Tourism, travel journals and magazines, in-flight magazines. The three pillars of sustainable tourism (people, profit, planet) • Concept and background of the triple bottom line approach. • Environment (planet): Good environmental practices, such as resource management (energy and water), waste management (reduce, re-use, recycle), litter control, pollution control, environmentally friendly building, promotion of indigenous flora and control of alien invasive plants in grounds and gardens. • Economy (profit): The role of business. The responsible attitude of a tourism business towards the people and environment it affects. Ways to practise it: ownership, employment, procurement of local goods and services, etc. • Social (people): Considering the positive and negative effects of tourism on local communities, culture and heritage. Corporate social investment (CSI) in tourism, such as financial or nonfinancial support given by tourism companies to health/sport/ education/youth projects. Responsible tourism and tourists: • Codes of conduct for tourist behaviour (social, economic and environmental). • How can a tourism destination attract environmentally (people, planet, profit) conscious tourists? • The contribution of FTTSA towards encouraging responsible and sustainable practices. • Make use of case studies of companies that practise the triple bottom-line approach. Resources: examples of company initiatives from the internet and printed media. Sources of information on responsible tourism (e.g. Responsible Tourism Handbook, FTTSA website, Gauteng Responsible Tourism Handbook, etc.) World Heritage Sites: • Concept: World Heritage Site. • The role of UNESCO: logo and main function. • Types of World Heritage Sites: natural and cultural World Heritage Sites (refer to sites studied under “attractions” in Term 2). • A description of all the World Heritage Sites in South Africa, their location on a map of South Africa, and how they meet UNESCO criteria use latest information. • The value of the World Heritage Sites to South Africa’s tourism industry. Methods to obtain customer feedback and measure customer satisfaction: • Concept: customer feedback. • Purpose of obtaining customer feedback. • Methods to obtain customer feedback, such as surveys, questionnaires, feedback cards, follow-up calls, SMS messages on cellphones, web-based responses. • How to analyse feedback: Study and capture the feedback data to determine the extent of customer satisfaction. Identify the most common complaints. Decide on an action plan. Start the intervention process. • The impact of the service delivered by an organisation on its business profitability. Preliminary Examination (3 hour examination of 200 marks – Terms 1 – 3 content)

Study Notes G12 ~ Tourism

4.4

Term 4

By now, candidates should have completed the compulsory six SBA tasks, which forms 300 marks (100 marks per term). This is then processed to a mark out of 100. The two phases of the PAT (100 marks each) are then processed to a mark of 100. The SBA will be calculated as a mark of 100, the PAT as a mark of 100 and the Final Examination will be a mark of 200. The 400/4 = 100 will be the promotion mark for Tourism. Candidates must prepare themselves for the Final Examination. SBA: 1 – 3 PAT: 1 + 2 Final Examination TOTAL Content

Grade 12: Term 4 Formal assessment Topic

100 + 100 + 100 = 300 / 3 = 100 100 + 100 = 200 / 2 = 100 200 400 Promotion mark

Revision Final Examination

Formal assessment in Grade 12 Term 1

Term 2

Term 3

Task 1: Project 25%

Task 3: Test 25%

Task 6: Test 25%

SBA

Task 2: Test 75%

Task 4: June Examination 75%

Task 7: Preliminary Examination 75%

PAT

Task 5: PAT Phase 1 PRACTICAL

Task 8: PAT Phase 2 PRACTICAL

100

=1+2 = 100 + 100 = 200 ÷ 2 = 100

Final Examination = 200 400 ÷ 4 = 100 Promotion mark

100

Submission dates for the SBA and PAT Task

Task 1: Project Task 2: Test Task 3: Test Task 4: June examination Task 5: PAT Phase 1 Task 6: Test Task 7: Preliminary Examination Task 8: PAT Phase 2

Term 4 = Term 1 + 2 + 3 = 300 ÷ 3 = 100

Submission date See Portfolio Book See Portfolio Book See Portfolio Book See Portfolio Book See Portfolio Book See Portfolio Book See Portfolio Book See Portfolio Book

Study Notes G12 ~ Tourism

Let’s look at it again

TERM 2

TERM 1 Task 1: Project (25%)

Task 3: Test (25%)

Task 2: Test (75%)

Task 4: June Examination (75%)

TERM 3 Task 6: Test (25%) Task 7: Preliminary Examination (75%)

PAT (Practical Assessment Task) Task 5: PAT Phase 1 (100 marks) Task 8: PAT Phase 2 (100 marks)  PAT Phase 1 is completed and submitted to Impaq for assessment in Term 1.  PAT Phase 2 is completed and submitted to Impaq for assessment in Term 2.  The PAT is set out in the portfolio book or will be made available on my.Impaq.

Study Notes G12 ~ Tourism

Study tips

You can use any method to master Tourism but to obtain good results, the following principles are advised:  Obtain an overview of the work to be studied.  In other words, read through everything quickly to see what the work is about. 1. Summary  E.g. chapter on compiling a tourist profile – information needed to draw up a basic tourist profile, etc.  Prepare questions about the work that you can use to study.  Why? How? What? Where? Who? When? Which? 2. Questions  E.g. What is a tourist profile? When is it done? Who does it? With what is it done?  Read and study these questions very carefully. 3. Read & learn  E.g. you can now answer all the questions and understand what the term “tourist profile” means.  Say the questions and answers out loud without using your book. 4. Recite  E.g. What is a tourist profile? Say the answer out loud.  If you understand, know and repeat the work, check your answers against the content in the study guide. Keep on studying until you remember everything. 5. Check  E.g. Who does the tourist profile? If you cannot remember exactly, take your book and see what the correct answer is. Try repeatedly until you can remember the work without using your book.  Repeat the work every day.  E.g. repeat the questions and answers out loud every day. (You hear 6. Repeat your name every day and thus you will therefore not forget what people call you – this method guarantees SUCCESS!) Examples: Visit the following websites for more information:  Study techniques: www.academictips.org/acad/

Study Notes G12 ~ Tourism

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Study Notes G12 ~ Tourism

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