1.1.1 (a) Main types of tourism
June 19 P12
1 (a) Define each of the following terms and give an example of each. (4)
Independent tourism
Occurs when tourists book their own travel and accommodation packages without any
reference to travel agencies (1) for example booking a flight and hotel for a city break via
internet sites.(1)
Tourists book own hotel and attraction tickets before they travel as they will not have a
representative to help them. (1) Booking directly with the hotel and attraction (1)
Domestic tourism
Refers to travel in the home country (1) this is people who are visiting places within the
country and are not travelling abroad. (1)
Visitors who are travelling in their own country (1) such as ‘staycations’ (1)
Jun 14 P11
1 (b) Explain three advantages to leisure tourists of travelling ‘independently, and not
as part of a group’. [6]
Award one mark for the identification of each of three valid advantages and then award a
second mark for an appropriate explanatory development of each. Correct ideas based on
Fig. 1 and the idea of a ‘package’ will include:
• greater choice of timing (1) – travel at dates convenient (1)
• destination choice (1) – follow their own itinerary and schedule (1)
• free to explore ‘off the beaten track’ venues (1) – not tied to group agenda (1)
Jun 14 P11
2 (c) The behaviour of some visitors can have a negative impact on a destination’s host
population. Explain three ways in which such negative socio-cultural influences can be
minimised. [6]
This has a slightly different focus and candidates have to state a measure of prevention and
then comment on its use/effect in socio-cultural terms of stopping negative impacts. Award
one mark for the identification of each of three valid methods and then award a second mark
for an appropriate explanatory comment. Correct ideas include:
• education (1) – distribution of information about cultural norms (1)
• signage (1) – e.g. no photography during religious services, etc. (1)
• law enforcement (1) – e.g. Singapore chewing gum, Saudi alcohol, etc. (1)
• restrictions (1) – e.g. UAE/Maldives alcohol only in resorts (1)
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Jun 14 P13
4 (c) Tourists cannot test products, such as package holidays, before they buy them.
Explain three ways in which tourists may find out about holidays before they buy them.
[6]
a. looking at a wide range of literature (1) – so can become aware (1)
b. looking at videos or CDs (1) – multi-media contains greater detail than
print media (1)
c. internet content (1) – trip advisor (1)
d. social media (1) – travel blogs/tweets (1)
Credit all valid reasoning.
Nov 14 P12
2 (c) The following terms are used to describe the characteristics of different types of
traveller. Explain the choice of holiday products likely to be popular with each traveller
type. [6]
Award one mark for the identification of at least one valid product and award a
second/thirdmark for an appropriate explanation matching of each group with types of holiday
products.
Correct responses will include:
• ‘money rich and time poor’
Busy professional workers, their time is more valuable to them than their money (1). They
expect excellent products that can be tailored to their tight schedules (1). They are interested
in a wide range of high style, high fashion short breaks (1) – city culture, total relaxation and
the exotic (1).
• ‘money poor and time rich’
People with limited finances and time on their hands, often retired (1). They are interested in
extended but inexpensive trips (1); including winter sun breaks (1), preferably with plenty of
associated activities and, particularly for the young, backpacking (1).
June 15 P12
4 (b)Discuss the ways in which a leisure tourist’s needs and motivation for travel change with
age. [9]
This requires the candidate to think in terms of the tourist ‘life cycle’ to comment on how
needs and motivation changes over time. We should expect to see some mention made of
things like:
•
•
•
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Childhood – reliant on parents
Young adult – gap year exploring
Partnership – DINKY travel
•
•
•
Early family – young children-centred
Late/post family – Empty nesters
Golden years – old age no longer a barrier to travel
The better responses will illustrate changes in an accurate manner.
Level 3: [7–9 marks] Candidates will show a clear understanding of the question and include
detailed identification and explanation of key changes, clearly indicating their relative significance.
The candidate effectively discusses, leading to a valid reasoned conclusion.
June 18 P12
3 (c) Explain two likely reasons why most visitors to Kenya are leisure tourists on a
package holiday organised by inbound tour operators. (6)
Award one mark for each correct reason and up to two further marks for the explanation.
• In-country tour operators won’t be as well trained for international travel (1) because
Kenya is an LEDC (1) so people will be more confident using a tour operator based in
their own country (1)
•
Safety and security (1) a package will protect tourists from adverse external
influences (1) for example if the company goes bust, the tourist will be brought home
(1)
•
Confidence and getting what is expected (1) use a reputable well-known company (1)
who guarantee certain experiences (1)
•
Kenya does not always have reliable internet (1) as it is an LEDC (1) so an in-country
tour operator would be more difficult to contact than one in the traveller’s own
country (1)
•
Language barriers (1) the inbound tour operator is likely to advertise in the country’s
own language (1) which is not the same language as all travellers to Kenya (1)
Accept any other reasonable suggestions.
June 19 P12
2 (c) Explain two ways island destinations might meet the demands for budget and
luxury products. (6)
Award one mark for the identification of each way and up to two marks for the explanation.
They can vary accommodation provision (1), they may have camp sites or hostels on the
beach for budget customers (1) and more luxury, over water rooms or lodges for the
luxury end of the market (1).
Islands may have cheap restaurants and bars by the beaches (1) for those who are living
to a budget as these will provide cheaper food (1).
Hotels may have expensive restaurants to provide luxury dining (1).
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Budget holiday makers may have to rely on public transport (1) to get around the island
sightseeing (1) whereas many five star hotels may have their own boats/mini buses and
cars to transport their guests around (1).
Jun 20 P11
4 b) Explain three likely reasons for the growth of specialised holidays. (6)
People increasingly have paid holidays (1) so they have both the time and money to be able
to follow their interests (1).
As people travel more they are looking for different things to do (1) this encourages them to
seek out different experiences so more holidays of this type are likely (1)
Increasing accessibility to more destinations (1) means that people find it easier to develop
their interests (1)
Better and cheaper transport (1) means that people can follow their interests easily for
example going to watch a football match in another country (1)
Jun 20 P11
4 c) Explain two advantages for the customer of going on a specialised package holiday.
(6)
Tourists would feel secure (1) they would be on an organised trip where everything has been
organised (1) so they would not have to worry about anything (1)
Best sites and tickets likely (1) as they will have everything provided – so they will not have
to book anything independently (1). Tickets may be cheaper as the tour operator may be bulk
buying or obtain preferential rates (1).
All equipment and guidance provided (1) this means that you would not need to carry bulky
equipment with you (1) and you would have experts available to instruct you (1)
Guides will be provided (1) they can provide you with information (1) and can keep you
safe/help if needed (1)
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1.1.1 (b) Types of destination
Jun 16 P12
1 (d) Evaluate the venues which are used for business tourism events within one
destination. [9]
For example, if a candidate chose to answer about Dubai, we might see reference to the
following:
Dubai is well established as the leading exhibition centre in the Middle East and it was recently
voted the world’s best conference destination. The city now hosts more than 60 major
exhibitions annually as well as numerous conferences, seminars, in-house corporate meetings
and the like. This demand is serviced by a range of business-related facilities including:
➢
➢
➢
➢
➢
the Dubai Chamber of Commerce and Industry conference venue
the Dubai World Trade Centre’s 36000 square metre exhibition hall
wthe Dubai Airport Exhibition centre
special interest venues such as Meydan racecourse
Business hotels such as Emirates Towers have been designed with business guests in
mind. The hotel is perfectly designed to meet the requirements of any event.
➢ Smaller functions are particularly well served by specialist niche providers such as
Bateaux Dubai, a boat, which can host dinner functions and meetings while cruising
along Dubai Creek.
➢ Incentive groups can even go on desert safaris and dine at camps run by companies
such as Arabian Adventures and Net Tours.
➢ Dubai has a range of provision to meet all requirements, even those of the IMF and
World Bank.
June 17(2) P12
3 (a)Describe four characteristics of this ecotourism resort. (4)
Award one mark for each correctly identified characteristic.
Correct answers include:
▪ Eco cottages – following the pattern of ‘traditional’ accommodation
o i.e. made from local materials and blending in with the local areas.
▪
‘Real Africa’ cuisine similar to that found in local villages and using foods grown/raised
locally.
o Off the normal tourist track – in rural areas, guides used probably.
o Direct access to the landscape/people/culture/wildlife.
▪
May meet local people and take part in activities/learn about the culture and way of life.
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Nov 18 P11
1 d) Assess the appeal of a purpose-built resort to a mass tourist. (9)
Responses will include description of the purpose-built resort, description of the mass tourist
and assessment of how the purpose-built resort can appeal to them.
Indicative content:
Resort = tourism destination.
Purpose-built resorts usually operate around a theme but can include some beach resorts.
Main features include – accommodation, provision of food and beverages, activities and
amenities – sometimes around a theme.
Carefully planned and sometimes aimed at specific tourist types e.g.
Disneyland.
Mass tourism is a form of tourism that involves a large number of tourists going to one
destination.
Appeal:
▪
▪
▪
▪
Everything is provided in the one place.
Trips and visits to places of interest might be provided.
Many hotels are all-inclusive meaning that all food and drink is provided for their
visitors but there will also be bars and restaurants in easy reach.
Hotels will have show providing carefully orchestrated glimpses of the local culture
which will also appeal. And animation programmes.
Jun 20 P11
3 b) Explain three likely impacts of all-inclusive resorts on the local community. (6)
▪
▪
▪
▪
Resorts require employees (1) so a variety of jobs are available giving people money
to spend locally (1)
Visitors in the resorts will want to see the local area (1) this can maintain local crafts
and attractions (1)
Resorts require infrastructure (1) roads and other services can be used by the local
community (1)
Employees require training (1) this will provide locals with skills and qualifications
which will help them in their working lives (1)
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1.1.1 (c) (i) Main reasons why people travel
Nov 14 P12
2 (b) Assess the factors that have allowed Europeans to enjoy an increase in leisure time.
[6] [Leisure]
Fig. 2 gives candidates clear guidance but the focus is on historic conditions in Europe. Thus,
we should expect consideration of ideas such as:
• Increasing the flexibility of working hours – employees freedom to choose when to go on
holiday
• EU 1993 Working Time Directive – which gave a right to four weeks paid holiday from
1999 onwards
• National public holidays e.g. bank holidays
• Early retirement/pensions – many individuals now retire younger and fitter than previous
generations and have more leisure interests to engage with
• Many young people take travel before embarking on higher education or their careers –gap
year an expectation
• Changing patterns of employment, with less emphasis on lifetime careers – encourages
some to take further breaks between periods of work
June 16 P12
1 (c) Brussels is an important destination for business tourism. Discuss the reasons why
business tourism tends to be less seasonal than leisure tourism. [6]
Correct ideas include:
• Not influenced by weather
• No high or low season
• Indoor meetings
• Not subject to same cost considerations
• Takes place according to need
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Nov 17 P12
1 (a) For each customer type, suggest one reason why they may visit this destination. (4)
Award one mark for the identification of a reason and the second mark for explaining why it
would appeal to the tourist type:
External Customer
Reason for Visit
Families
Tourist attraction- Burj Khalifa is the largest
building in the area and as such attracts
tourists (1); sightseeing (1) families are
attracted to sightseeing because of the views
from the platform (1); they can also visit a
restaurant or shop (1) families are attracted
to restaurants/shops because they can eat a
meal (1) whilst appreciating the view or can
say they have eaten on this building. (1)
Architectural interest; planners (1) people
will come to study the technical aspects of
the building such as the lifts (1) or the
methods of construction (1).
Special Interest Groups
Nov 17 P12
2 (b) Define the following terms. For each term give an example. (6)
Leisure = travel for pleasure and enjoyment, taking a break from the daily routine.(1) for
example going to the Greek Islands for a holiday (1)
Business = travelling for work related purposes (1) e.g. for a meeting or a trade exhibition.
(1)
VFR’s = international/national travel for the purpose of visiting friends and relatives (1) e.g.
to stay with parents or others who may live in a different area – for example visiting London
for a family wedding.(1)
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1.1.1 (c)(ii) Key specialised markets/ travel motivations
Nov 15 P2
(c) Shopping tourism is a specialised niche travel market and an example is Chinese
tourists shopping on Fifth Avenue in New York. State three other types of specialised
niche tourism and give a named example of each.
Award one mark for correct identification of three valid specialised niche travel markets and
award a second mark for a valid exemplification of each. Examples include:
• Medical tourism (1) – travel for heart surgery in UK or USA (1)
• Ecotourism (1) – rainforest tours in Costa Rica (1)
• Religious tourism (1) – tours of the Holy Land (1)
• Sports tourism (1) – skiing holiday in Lenzerheide (1)
• Dark tourism (1) – tour of WW1 battlefields and graves (1)
• Food tourism (1) – gastronomy break in France (1)
June 16 P12
1 (b) Fig. 1 (Insert) suggests that Brussels is likely to attract international visitors
interested in specialised niche tourism for either art, shopping or food and drink. State
three other types of specialised niche tourism and give a definition to indicate what each
involves. [6]
• Medical tourism (1) – medical packages which offer cheaper general or cosmetic
surgery abroad, followed by recuperation (1)
• Religious tourism (1) – religious journeys or pilgrimages to destinations (1)
• Adventure tourism (1) – such as trekking in the jungles or mountains (1)
• Cultural tourism (1) – heritage tours visiting historical and cultural sites, often in cities (1)
• Ecotourism (1) – trips to experience the unspoilt natural environment and wildlife in
destinations (1)
• Sports tourism (1) – trips to see a cricket or rugby team in a competition abroad or
attending the FIFA World Cup or Olympic Games (1)
• Spa tourism (1) – visits to spa resorts which offer health therapy and beauty treatments
in luxurious, relaxing surroundings (1)
• Dark tourism (1) – trips to the locations of former conflicts, such as battlefields or
concentration camps (1)
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Jun 17 P 13
4 a) i) Define what is meant by the term ‘cultural tourist’. (2)
A tourist who visits places to see how people lived or live with reference to
religion/history/social customs, etc.
Jun 17 P 13
4 d) Discuss the likely characteristics of a cultural destination which would appeal to
visitors other than cultural tourists. (9)
Candidates need to be familiar with the notion of a cultural destination and also familiar with
other types of tourists than ‘cultural’ tourists. They can include a variety of other tourist types
in their answers such as business, the leisure tourist, those visiting friends & relatives,
sporting tourists, etc.
They need to identify what there will be in a cultural destination that will be suitable for these
tourists. Such things may include: varieties of hotels e.g. those with business facilities, easy
access to transport hubs such as airports, restaurants and other attractions that they can visit
during their stay.
Exemplar
Cultural destinations may include cities and other places of historical or religious
significance. If they are a major city such as Bangkok for example, you may find that many
tourists arriving there are not all cultural tourists. There will be adventure tourists setting off
for journeys in the rainforests, business tourists may be attending a trade fair or conference,
medical tourists may be visiting for treatment. There will be facilities there which will be
suitable for all these different types of tourists. They will require access to transport links like
the airport and rail networks, they will also need hotels and obviously hotels do not limit
themselves to one set of tourists. They may also visit some of the restaurants and temples
which form part of the cultural tourist’s itinerary. There is a great deal of overlap between the
parts of the tourist market.
Another example could be from Paris in 2016 when cultural venues and supporting
mechanisms would be used by sports tourists who were visiting the city for the European
Football Championships. They will visit the major sites in between matches and will be
staying in hotels normally associated with the traditional traveller so no distinction can be
determined.
Nov 19 P12
4 (b) Explain one way the built attraction shown in Fig. 4.1 might appeal to each of the
following types of tourists: (6)
Award one mark for the identification of an appeal of the built attraction and the second for
explanation.
Cultural tourists: visiting the old building (1) will show how people lived in the past (1)
The castle will also able to show how it was constructed (1) and what is was used for (1)
Dark tourists: castles have dungeons (1) which shows where prisoners were kept and the
conditions they were kept in (1)
see a variety of weapons (1) and learn how they were used (1)
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Historical tourists: can learn about the artefacts (1) and how they were used and what life
was like (1).
You can learn about events (1) that took place and see exhibits (1)
Accept any other reasonable answer.
June 17(2) P12
2 (d)Discuss the benefits for both tourism and tourism providers of a medical tourism
package to India.
Benefits for tourism/tourism providers should mention any of the following points:
▪ Development of infrastructure
▪ Development of ancillary services e.g. hotels / shops / transport facilities
▪ More jobs
▪ More income comes into regions
▪ More people will get to know about the places and may visit again
Level 3 (7–9 marks) Will explain medical tourism and is likely to use examples. They will
identify benefits and will consider how these benefit both tourism and tourism providers
suggesting which benefit may be most significant.
Exemplar
A number of countries have started to benefit from the development of medical tourism; that
is the growth of people travelling from others areas for the purpose of medical treatment.
They may come because treatment is cheaper or facilities and procedures are better or in
some cases because of both of these reasons.
Immediate effects upon the receiving countries will be to increase tourist numbers and
through that the products and services that tourists require will develop. There will be better
transport, growth in hotels and for the tourism providers there will be better numbers of wellpaid jobs and an increase in income. This will allow the development of other services. India
has benefitted, people come for treatment because the hospitals are modern and clean.
Treatment is cheaper and there won’t be waiting lists if you are paying for treatment.
Therefore it is likely that the country will benefit in many ways from this situation. Jobs will
have been created, incomes will be improved, the country will have a better balance of
payments and enhanced reputation.
Nov 17 P12
3 (a) Define the following terms:
Sustainable tourism (2)
Responsible tourism (2)
Sustainable = tourism making a low impact on the environment and culture (1) while
helping to generate employment for local people now and in the future (1). (reference to the
future/future generations must be included)
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Responsible = all people within an area are responsible for tourism, there is a shared
understanding that there should be an improvement in the tourism facilities and areas (1)
which are developed and any developments and visits should try to minimise the impacts
which tourism has had upon an area (1).
People try to take care of the area. (1)
Nov 17 P12
4 (b) Define each of the following types of specialised market. For each type give one
example. (6)
Type of Tourism
Example
Definition
Adventure tourism
Health and Spa
Tourism
Note: Not medical
tourism
Religious tourism
Trekking (1)
Mountain climbing
(1)
Exploring remote
places such as
Antarctica (1)
Beauty treatment (1)
Visit to world
renowned spa sites
(1)
Wellness holidays,
focussing on health
such as reduction of
stress (1)
Rome to see the
Vatican (1)
Hajj (1) (Pilgrimage
to Mecca)
Doing something exciting
such as bungee jumping,
white water rafting, gorge
walking, climbing etc. (1)
Visit to a resort offering
therapies or beauty
treatments. (1) Resorts or
spa examples could be
given.
A religious journey or a
pilgrimage (1)
Nov 18 P12
2 (c) Discuss how responsible tourism might lead to the preservation of culture. (6)
Indicative content:
Tourism can lead to the preservation of culture in a number of ways – people will buy locally
made craft items as souvenirs and this may maintain the way of making such items. Tourists
will pay to visit traditional industries for example sugar production in Mauritius/salt mines etc.
and this will help to maintain the traditional industries. They will also come to places to see
festivals and exhibitions again ways in which the culture can be maintained in an area.
Responsible tourism means that these methods will help make the place better for the local
people to live in and this in turn may make the tourism experience better for the visitors.
Credit all relevant points and mark according to the levels of response criteria detailed below.
Level 3 (5–6 marks)
Candidates will show a clear understanding of the question and include a detailed discussion
of how responsible tourism might lead to the
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preservation of culture. Candidates effectively discuss some of the features listed above and
there is a clear attempt to weigh up the significance of each aspect mentioned. There is sound
and frequent evidence of thorough, detailed and accurate knowledge and understanding of
concepts and principles using appropriate terminology.
Nov 14 P13
4 (c) Using Fig. 3, discuss how responsible tourism can minimise negative socio-cultural
impacts within destinations. [6]
• Education – visitors given background information before the tour to improve
historical and cultural understanding – avoids culture clash
• Encouragement to support community projects as they are of value to the
community – reduces staged authenticity
• Behaviour – to be mindful of disrupting the everyday life of families, children
and their daily tasks – avoids intrusions
Nov 18 P12
2 (d) Discuss how traditions and customs might encourage the growth of cultural tourism.
(9)
Indicative content:
Cultural tourism refers to visits taken to heritage and historical sites often to cities such as
Rome, Beijing and Bangkok. Visiting sites to see people taking part in activities such as
following local traditions and customs is just as relevant to cultural tourism as seeing sites such
as temples and ancient historical remains. These experiences are intangible.
Cultural events are important to sustain destinations – they encourage visitors to come and
spend their time and money in these places. This in turn will support jobs and will help develop
infrastructure which benefits all. In addition information is transferred between people and
encourages greater understanding.
Mark any relevant points correct and mark according to the levels of response criteria identified
below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed discussion of
how traditions and customs might encourage the growth of cultural tourism. Candidates
effectively discuss a range of techniques and there is a clear attempt to weigh up the
significance of the techniques mentioned. There is sound and frequent evidence of thorough,
detailed and accurate knowledge and understanding of concepts and principles using
appropriate terminology.
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Jun 18 P13
4 d) Assess how adventure tourism could be developed sustainably. (9)
Indicative content:
▪ Sustainable tourism development requires the informed participation of all
stakeholders, as well as strong political leadership to ensure wide participation and
consensus building. Achieving sustainable tourism is a continuous process and it
requires constant monitoring of impacts, introducing the necessary preventive and/or
corrective measures whenever necessary.
▪ Limit numbers who are allowed to go.
▪ Use sustainable and renewable sources for food and accommodation within the area.
▪ Ensure that any areas used are carefully used so that impacts are minimal. Ensure
development of any new facilities is done in a sympathetic way to minimise impacts on
the local population and ensure protection of natural resources/flora/fauna
▪ Use local accommodation providers and local building materials. Monitor the activity
for impacts.
Jun 20 P11
3 c) Explain two ways all-inclusive holidays can be sustainable. (6)
Sustainable tourism can be followed in resorts if the accommodation used is made from local
materials (1) and blends in with local area and other buildings (1). This can also bring the
tourists into contact with the local people so that they get to know the culture. (1)
All-inclusive tourism resorts can use local producers (1). This helps local people develop their
businesses and make profits (1) which will then make them want to continue with the tourism
strategy. (1)
If tourism businesses operate sustainably and use local materials and labour then they will
reduce their own costs (1) which will increase their profits (1) and make them enthusiastic
about further developing the industry. (1)
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1.1.1 (d) Characteristics of a destination/ attractions which appeal to
visitors
June 19 P12
2 (d) Discuss how increased accessibility to island destinations can encourage the
development of tourism on islands such as those shown in Fig. 2.1. (9)
Indicative content:
Increased accessibility includes all forms of transport around the island from boats which
allow easy movement around them to the use of planes to reach them and to move between
islands. Budget flights and developments to airplanes have encouraged people to
destinations which were previously regarded as out of the way.
Because of this people will build accommodation, restaurants and other forms of
entertainment on the islands.
Cruises are also moving into areas that were previously ignored as new destinations are
sought – smaller ships can be used to get into places which were previously inaccessible.
They are also more environmentally friendly.
Accept responses relating to visas as legal/financial accessibility.
Other relevant information should also be credited.
Mark according to the levels of response criteria below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed explanation
and discussion about the ways that increased accessibility can encourage tourism development
on islands. Candidates will effectively discuss a range of points and attempt to evaluate their
significance. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding with the use of appropriate terminology.
Level 0 (0 marks)
No rewardable content.
Nov 16 P12
2 (c) Other than food and drink, state and describe three ways in which visiting tourists
can experience the traditional culture of a destination. [6]
This is quite open-ended and ANY three traditional cultural experiences are valid. Award one
mark for each of three appropriate identifications and then a second mark for a brief description
of each. Typical ideas will include:
• Museum displays (1) – traditional or historic artefacts (1)
• Folklore shows (1) – singing and dancing in traditional costumes (1)
• Art gallery exhibitions (1) – traditional arts and crafts (1)
• Special events or festivals (1) – carnivals and processions (1)
We can credit singing, music, dancing, costumes etc. on their own if related to separate
events
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Nov 17 P12
2 (c) Assess the likely negative impacts of this event upon the tourism industry to New
Zealand. (6)
Likely impacts can include any of the following :
Loss of business(es) as they could be destroyed.
Holidays having to be cut short as people are taken out of the danger area and won’t be able
to return until normality resumes.
Problems with the infrastructure and travel interruptions, airports and roads can be destroyed
or damaged.
Job losses because businesses have been destroyed and tourists are not coming to the area.
Poor reputation so people move to other areas.
Resorts lose business to other safer destinations.
Expense of recovery.
Destination may not recover and other locations may have to be developed.
Level 2 (3–4 marks) A good understanding of the impacts will be shown and there will be
good explanations.
Level 3 (5–6 marks) Assessment or judgements of the impacts will be evident with
conclusions. Thorough understanding will be shown.
Nov 17 P12
3 (c)Analyse the products and services that will appeal to a responsible tourist. (6)
Products/services that may appeal to a responsible tourist include:
• Using renewable sources of energy.
• Staying in hotels which are constructed in a ‘sympathetic’ manner – they blend in
with their environment.
• Have fans instead of air conditioners.
• Use local produce.
• Becoming involved with the local people and areas.
• Buying locally made souvenirs.
• Making sure that they are contributing positively to an area.
• Experiences should be authentic – watching local people and observing their customs.
• Stay in local areas with local people and to be more in touch with the environment
and culture.
Level 3 5–6 marks
Good explanations and an attempt to analyse and identify the product/service that would most
appeal to responsible tourists. Must include products and services for level 3.
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Nov 18 P12
3 (d) Discuss what impact building a new ferry terminal would have on a destination’s
infrastructure. (9)
Indicative content:
• Improve roads connections/networks/signage/street lighting/rail networks
• Improve catering outlets/parking/hotels/attractions/shops
• Build new buildings for suppliers/warehousing/storage buildings
• Regeneration of the area/industries
• Mark any relevant points correct and use the levels of response criteria identified
below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed discussion of
the impacts of building a new ferry terminal on infrastructure. Candidates attempt to weigh
up the significance of those mentioned. There is sound and frequent evidence of thorough,
detailed and accurate knowledge and understanding of concepts and principles using
appropriate terminology.
Jun 16 P13
2 b) Tourists can find places to shop in most destinations. Explain the shopping appeal
to international tourists of each of the following: [6]
In each case award one mark for valid identification of an aspect of shopping appeal and
then award a second mark for an appropriate explanatory comment about each, such as:
International airports
a. Duty Free stores (1) – make savings (1)
b. Convenience stores (1) – last minute purchases for trip (1)
Stalls located outside visitor attractions
c. Sell ethnic goods (1) – buy as souvenirs, novelty gifts etc. (1)
d. No fixed price (1) – can haggle (1)
Traditional markets located within the destination
e. Clear cultural appeal (1) – souks, bazaars etc. (1)
f. Exotic (1) – mix of goods, foods and spices, traditional craftwork etc. (1)
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Jun 16 P13
1 b) Many destinations have historic attractions such as castles and cathedrals.
Explain three ways in which these types of attraction are likely to appeal to the
events market. [6]
The task is to match a facility or service for use with a particular type of events market
requirement. Award one mark for each of three facility identifications and a second mark for
explanation of meeting an events market need. Correct responses will include:
• Rooms (1) – hired out for business meetings (1)
• Grounds/floor space (1) – used for holding events (1), wedding
marquees/photos (1)
• Dining rooms (1) – wedding receptions (1), gala dinners (1)
• Historic setting offers prestige (1) – gives organiser something ‘special’ to the
event (1)
1.1.2 The scale of the travel and tourism industry
June 18 P12
1 (b) Explain three likely reasons why visitor numbers to Kenya changed between
2004 and 2012. (6)
Award one mark for each correct reason and a second mark for explanation.
Correct ideas include:
• Upward trend: Strong marketing of Kenyan Safaris (1) have encouraged confidence
and interest in Kenya (1)
• More time/money (1) therefore more visitors (1) UNWTO more people travelling (1)
• Downward trend: World recession (1) which means people have less money to spend
on holidays (1).
• People may have been put off travelling to Kenya because of social unrest (1) which
might make visitors feel unsafe (1).
• Kenya was affected by terrorist attacks and hostage taking (1) this might make people
fear for their safety and they would not visit (1)
Accept any other reasonable suggestions.
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Nov 20 P12
1 © Suggest two reasons why the tour in Fig. 1.1 is only available from February to
November.
Award one mark for each reason for the distribution of tours suggested and up to two marks
for explanation of each reason.
The weather (1) may be very rainy or stormy during these months and so people will not
want to travel as they will get wet and it will be unpleasant (1) and they will not be able to
see as much as they would like (1)
This time coincides with Christmas in many western countries (1) so this means that many
people would be reluctant to travel (1) because they may prefer to spend this time with family
and friends (1)
It is a major holiday time (1) in many countries and this means that prices may be more
expensive (1) and these costs will be passed on to the tour operator who may prefer to close
for these months rather than pay higher prices (1)
Accept any other reasonable response.
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1.1.3 - Factors affecting tourism and their impact
▪
Economic factors
Jun 14 P13
4 (b) Explain three factors which have increased the amount of leisure time available to
people living in More Economically Developed Countries (MEDCs). [6]
Award one mark for the identification of each of three valid factors and award a
second mark for an appropriate explanatory comment about each. Correct ideas will
include:
a.
b.
c.
d.
e.
f.
working conditions (1) – reducing working week (37.5 hrs) (1)
flexi-time (1) – more weekends (1)
holiday entitlement (1) – EU 4 weeks paid leave since 1999 (1)
early age of retirement (1) – go at 60 (1)
life expectancy (1) – people living longer (1)
social trends/patterns (1) – ‘gap year’ more common (1)
▪
Social factors
Nov 17 P12
2 (d) Evaluate why social and technological impacts might account for the increase in
the 65+ travel market to New Zealand. (9)
Social and technological impacts can include any of the following :
Early retirements so people have the time to travel especially in times when costs are cheaper.
Good pensions so they can afford to travel and visit relatives.
Better health and longer life spans as there are better medical facilities. Transport innovations
leading to easier and cheaper travel over longer distances such as new types of cruise ships
and long haul aircraft.
Likely to have friends or relatives in other countries as more people travel with their jobs.
Familiarisation with the internet so they are able to use it’s facilities to book transport and
accommodation quickly, cheaply and easily.
Level 2 4–6 marks
More detailed explanations and a greater range of impacts both social and technological
impacts will be referred to in the answer.
Level 3 7–9 marks
Understands the question, good evaluation of social and technological impacts with a
conclusion which identifies the most important aspects.
Examples could include:– the growth of the internet and the ease of access to it via phones
and tablets. This allows the quick and easy booking of tickets and journeys at any time and of
course the over 65 market can travel whenever the prices are lowest as they have few
commitments. Social change is obviously very significant though because without their
pensions and good health they would not be able to take advantage of the travel
developments.
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Nov 17 P11
2 d) Assess the impacts of the increased risk of a disease on the travel and tourism
industry. (9)
Indicative content:
▪ Negative publicity for a destination or organisation which may affect
incomes/business as people may opt not to go there or to use the organisation again
e.g. use of airlines during SARS, norovirus on cruise ships. There will be economic
impacts on a variety of businesses which may lead to some collapsing and
destinations being badly affected.
▪
Jobs and incomes will be at risk.
▪
People will obviously stop travelling and this will affect the incomes in destinations
although it may help other destinations which are not affected in a more positive
manner.
▪
Countries and organisations will have to put in place costly preventative and
screening procedures which themselves may put people off travelling.
▪
Some markets may never recover if visitors lose confidence in them.
▪
Political factors
Jun 17 P 11
2 d) Assess the impacts of political factors on the travel and tourism industry. Use
examples to support your answer. (9)
Political factors can include many things such as visas, health issues, tourism strategies,
employment strategies, foreign exchange and foreign policies.
Exemplar
Political factors include many things which are the responsibility of Government. For this
reason they are important and can have either a supportive impact or a negative impact upon
the travel and tourism industry in a country. It may depend upon how important the industry
is to the country. Governments can make it easy for people to enter the country on holiday
visas and by doing that they will encourage tourists and the country will benefit from tourism.
If tourism is viewed positively then governments will include it in their planning and they
will positively discriminate towards strategies which will support the industry – they may
make investment in infrastructure or make planning decisions which will support
developments. They can put on courses for training and can provide money for adverts, etc.
all of this will encourage and promote the industry. However if the industry has restrictions
placed upon it – for example taxes then tourists will stop and the industry will suffer along
with the economy as a whole.
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June 14 P12
2 (b) Currency fluctuations are one of a series of external factors that can be a threat to
particular destinations. Other external factors include natural disasters and acts of
terrorism. Give a named example of each of these types of threat and briefly describe
the impacts they had on the destination. [6]
Award one mark for name of valid example of each and then award a second/third mark for
appropriate details of the impact on the chosen destination. Do not credit invalid examples.
Act of terrorism:
9/ 11 New York (1) Twin Towers collapsed within two hours (1) 3000 dead (1) GDP
down$27.3 billion (1)
Jun 18 P13
1 d) Discuss the impact of visa regulations on visitor numbers to a destination. (9)
Indicative content:
• Visa regulations have impacts on the entry of tourists into countries. They are used to
regulate the numbers of people who enter a country and enable the country to keep a
careful record of the people coming in and out of the country.
• Visas also help security of the country as you can stop some people from entering the
country. They are a method of controlling immigration and controlling the length of
time visitors can stay.
• Relaxing visa regulations will allow more visitors the chance to visit.
• Tightening visa regulations will restrict the number of visitors to a country.
Nov 20 P12
1 (d) Discuss how political factors may have affected tourism development in LEDCs
such as Vietnam and Cambodia. (9)
Indicative content:
Any political change or uncertainty can cause a change in demand for travel and tourism
within a country.
Political change can increase or decrease tourism and candidates may talk about terrorism,
war, civil unrest or crime to illustrate this point. Political factors can also include any
method of controlling entry to the country or possible security methods such as the use of
visas and other forms of legislation like EU Directives on tour operations and consumer
protection legislation.
Candidates may mention how these factors impact development of tourism in an LEDC.
Mark according to the levels of response criteria below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed discussion of
the ways in which political factors may have affected tourism development in an LEDC.
Candidates will effectively discuss a range of points and may attempt to evaluate their
22 | P a g e
significance. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of the factors with the use of appropriate terminology.
Level 0 (0 marks)
No rewardable content.
Nov 19 P3
2 b) Explain three methods a country can use to increase security for tourists. (6)
▪
▪
▪
▪
▪
▪
▪
▪
Visas (1) apply for permission to enter the country (1).
Security checks at airports (1) makes people more confident and feel secure (1).
Limit numbers (1) this helps with vulnerable environments and to check who is
coming and going (1).
Scanning of both baggage and bodies (1) so that visitors feel secure and any
dangerous objects such as guns/knives are found and confiscated so people cannot use
them (1).
CCTV in resort areas (1) so visitors will know that events and possible crimes are
being monitored (1).
Security guards and sniffer dogs (1) will ensure that visitors have confidence that
terrorism is under control (1).
Passport control (1) checks that undesirable people are not allowed into the country
(1).
Biological screening (1) stops/reduces the possibility of disease spreading (1).
Jun 17 P 13
2 c) Explain how three political factors have impacted tourism. (6)
▪
Visa regulations can increase/decrease visitor numbers (1) in some countries
applications are very time consuming or difficult and this can put people off
travelling. (1)
▪
Exchange rates for foreign currency can affect how expensive a destination will be
(1). If the tourists don’t get a good exchange then travelling would be expensive and
they wouldn’t spend much which doesn’t help the country they are visiting. (1)
▪
Placing quotas on visitor numbers (1) when governments restrict entry then it can put
visitors off going as they think there will be restrictions on them and they may not be
able to see what they want. (1)
▪
Having a tourist tax levied on people coming into the country (1). This additional tax
▪
can put people off visiting as it can make their holiday more expensive. (1)
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▪
Technological factors
Jun 17 P 11
4 d) Assess the impact of technological change on tour operators. (9)
Content can include the following points:
▪ Transport changes – e.g. size of planes and distance that can be travelled. Decreasing
prices of tickets. Cruise ships and changes that have taken place with them – a very
large market. Many tour operators such as TUI, etc. have their own cruise ships and
airlines. – This may be included as use of specialist ships and varying types of planes
e.g. the Dreamliner or large airbus can be included in technological developments.
▪
Internet and development of phone and tablet technology now allows access to
websites/shops, etc. very easily so holidays and flight, etc. can be booked quickly.
Costs for the tour operator have reduced so they can offer low prices. They can allow
people to create their own package or sell them whatever part of the package they
require.
Exemplar :
Technological change in the form of transport and ICT developments have had an impact
upon the work and operation of Tour Operators over the last 10 years. There has been a big
change forced on them by the easy availability of new technologies such as the mobile phone
and the tablet together with more internet availability throughout the world. This technology
has allowed people the facility to explore the world online and to make their own travel
arrangements for holidays as they access both hotels and transport providers through their
websites and then booking direct at lower costs.
Tour operators have had to find ways of combatting this change and did so by allowing
customers access, firstly to different parts of the holiday so they could make their own
package, they allow them to create their own brochures and download them and they allow
them to book flights and hotels with them for cheaper rates. The internet has allowed them to
move away from shops and adverts and they are now able to reach a worldwide market very
easily.
In addition changing transport technology has helped. Planes have developed in size and
range so more people can be transported longer distances so opening up new markets in far
away countries and long distance travel has therefore dropped in price and become a new
niche market for them. In addition the growth in popularity of cruises has seen many tour
operators venture into owning their own cruise ships.
Technological change – although firstly viewed as threatening their very existence has
probably had the opposite effect and facilitated change and continued their existence.
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Jun 16 P13
4 d) Discuss the view that many destinations throughout the world, including Dubai,
have seen tourist numbers increase because of improvements in transport technology.
Use examples to support your answer. [9]
The question is based on transport technology and the link with increased tourist
travel. All of the following technological innovations have helped to reduce the
frictional effect of distance:
a.
b.
c.
d.
e.
The development of wide-bodied long-haul planes such as the Boeing 747
jumbo jet made a big difference to air travel times and affordability since
1968.
The A380 super jumbo is able to accommodate 555 passengers and cover a
range of 14200 km. This in turn has made travel for tourists even more
accessible.
New generation cruise ships are able to cater for 3000 passengers and
increase operating economies of scale stimulating demand.
Fast trains, such as the French TGV and the Japanese Shinkasa (bullet
train) allow for travel up to 300 km/hour through the countryside reducing
journey times and have become attractions in their own right.
Tunnel technology (Channel, Alps etc.) has increased road and rail traffic
within Europe and elsewhere.
Nov 14 P12
3 (c) Explain three advantages to customers of looking at Internet review sites such as
TripAdvisor before making their accommodation bookings. [6]
This question is about Internet review sites and we are NOT going to credit generic comments
about the use of Internet to make bookings etc.
Award one mark for the identification of each of three valid advantages and award a second
mark for an appropriate explanatory development. Correct ideas include:
• Independent reviews (1) – read comments made by previous visitors (1)
• Can see % figures (1) – get an overview (1)
• See historic posts (1) – getting worse, better or no change (1)
• Information is up to date (1) – more accurate than brochures (1)
• Contains images taken by visitors (1) – not sanitised (1)
Credit comments about ‘blogs’ allowing Q&A in real time, posting of video and providing
related links to other sources
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Jun 15 P11
3 (c) Explain three likely advantages to passengers of booking their cruise holiday in
person at a local retail travel agency rather than online. [6]
This question asks for advantages (not a list of ancillary services such as insurance and car
hire) so we must be alert and reward candidates for clearly itemising each valid advantage or
benefit. Award one mark for the identification of each of three appropriate advantages and
award a second mark for some further explanatory development, such as:
• Stores are opened in convenient locations (1) with easy access for clients (1)
• Special offers/late deals will be promoted (1) window adverts to attract passing trade (1)
• Customers prefer the personalised service that is provided (1) giving them the opportunity
to ask questions and to clarify any issues that may arise during the booking process (1)
• The opportunity to purchase a range of ancillary services (1) that many clients appreciate
because it allows them to complete all aspects of their trip at the same time (1)
Nov 16 P12
(d) Discuss the reasons why tourism destination managers should use web-based
technologies to post information about events. [9]
This is quite open-ended and we should interpret the phrase “web-based technologies” liberally
to include all aspects of the Internet, social media and the digital revolution as they apply in
the world of destination marketing. The key is access to real-time information sources.
Therefore, credit should be awarded to ideas such as:
• Worldwide access 24/7
• Spin-offs such as ‘likes’ and ‘tweets’
• Easy to post
• Allows direct communication
• Cost effectiveness etc.
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June 18 P12
2 (d) Evaluate the impacts of technological developments on air travel. (9)
Indicative content:
Technological developments at airports include:
• Use of e-tickets , this can reduce the need for check in staff because a scanner can do
this work.
•
Online check in and bookings at your own computer can reduce waiting times and
queues in the departure area of airports and that means a smaller security issue,
because of online check in more desks may be required for fast bag drop.
•
When going through security passports with microchips can help speed up this
process. More information can be stored on the micro chip and this can make the
passing through immigration, etc. a faster process.
•
Larger and faster planes have resulted in more long haul flights and this has
encouraged more long haul travellers so the total numbers flying have risen. So fewer
staff at check in and more staff behind the scenes and for security. Installation of all
this will have been expensive and all staff will have needed training courses. Jobs will
become more skilled.
•
Developments relating to aircraft design and construction.
Credit any other relevant comments.
Mark according to the levels of response criteria detailed below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed evaluation of
the impact of technological developments on air travel. Candidates effectively evaluate a
range of developments and there is a clear attempt to weigh up the significance of those
mentioned. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of concepts and principles using appropriate terminology.
Nov 18 P12
1 (d) Evaluate how developments in transport technology have affected tourism. (9)
▪
▪
▪
▪
▪
▪
▪
Indicative content:
Bullet trains
larger, faster planes
e-tickets
car ownership
budget flights
more airports
27 | P a g e
Mark any relevant points correct. Mark according to the levels of response criteria identified
below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed evaluation of
how developments in transport technology may have affected tourism. Candidates effectively
evaluate a range of developments and there is a clear attempt to weigh up the significance of
those mentioned. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of concepts and principles using appropriate terminology.
Level 2 (4–6 marks)
Candidates will show an understanding of the question and include some evaluation of how
developments in transport technology may have affected tourism. The answer is relevant and
accurate and shows reasonable knowledge and understanding of concepts and principles with
some use of appropriate terminology.
Level 1 (1–3 marks)
Candidates identify / describe some developments in transport technology that may have
affected tourism.. Information may be a list of points but explanations are incomplete and
arguments are partial if present. The answer lacks coherent organisation and there is little or
no attempt to evaluate. The answer is basic and shows limited knowledge and understanding
of concepts and principles with limited use of appropriate terminology.
Level 0 (0 marks)
No rewardable content
June 19 P12
1 (d) Assess the impact that online reservations have had on traditional travel agencies.
(9)
Indicative content:
▪ Customers can book directly with the tour operator online and this will have a bad
impact on them as they will lose business. In response travel agencies have developed
their own websites so their customers can reach them easily.
▪ Email is a fast, effective means of communication and costs can be reduced for mail
and tickets as they can be sent directly to the customer.
▪ Online reservations are available 24 hrs a day and it is easy for customers to compare
with similar organisations to get the best value.
▪ It can be an additional marketing tool for the agency as customers can be contacted
easily.
▪ Allows discounts to be offered as costs are cheaper.
▪ Less need for offices and large numbers of staff.
▪ Allows for database creation and so customers can be easily contacted to sell them
other products.
▪ Organisations can be more competitive and costs will be reduced.
▪ Can contact a worldwide audience and aren’t restricted to a geographical area.
28 | P a g e
Other relevant information should also be credited.
Mark according to the levels of response criteria below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed identification
and assessment of the ways in which online reservations can have an impact on traditional
travel agencies. Candidates will effectively assess a range of points and attempt to evaluate
their significance. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of the impacts with the use of appropriate terminology.
June 20 P12
1 (a) Explain two uses of social media for tourists. (4)
Award one mark for the use and a second for explanation.
•
•
•
Tourists can view films about places to be visited (1) and gain prior knowledge (1)
Tourists can read comments about places and hotels by other tourists (1) so they can
make a decision about which hotel to choose (1)
Tourists can see comments about experiences (1) which may affect choices/can ask
the authors questions about their comments (1)
Accept any other reasonable answer.
June 20 P12
1 (b) Describe three likely problems for tourism providers caused by the use of social
media. (6)
Award one mark for the identification of a problem and a second mark for explanation.
•
•
•
The social media platform gives information about what to expect (1) so unfavourable
comparisons are sometimes made (1)
Previous visitors may post bad/unfavourable photographs (1) which others can see
which can be out of context/out of date/give a bad impression (1) It allows
comments and grading from tourists (1) bad reviews may put other visitors off
booking (1)
Some visitors may leave questions or complaints (1) others see this and trade may
suffer (1)
Accept any other reasonable answer.
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June 20 P12
1 (c) Explain two advantages for destinations of virtual tours. (6)
Award one mark for the identification of the advantage and up to two further marks for
explanation.
• Destinations may have virtual tours available on the website which allows them to
show what there is (1) and the routes around the attraction (1) this helps them to
manage their visitors by directing them to specific places and keeping them away
from others (1)
•
Virtual tours can be used to show under threat environments (1) which will help them
keep visitors away (1) so that conservation work may be done (1) A virtual tour
allows the organisation to show what is there (1) and this will allow them to
encourage visitors (1) which will help their business (1)
Accept any other reasonable answer.
June 20 P12
1 (d) Assess the role of mobile technology in the travel and tourism industry. (9)
Indicative content:
• Mobile devices now have GPS navigation, web browsers, instant messaging and a
multitude of apps.
• Many experts believe that the future of computer technology rests in mobile
computing with wireless networking/4G/5G. Mobile computing by way of tablet
computers is becoming more popular.
• All this allows tourists to access websites wherever they are so they can book tickets
and obtain information.
• It gives them instant access to the websites which will help formulate where they go
and how they go.
• Businesses can have instant communication with potential users and this helps their
marketing and profitability.
Credit all valid responses in context.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed identification
and assessment of the role of mobile technology in the travel and tourism industry.
Candidates will effectively assess a range of points and comment on their significance. There
is sound and frequent evidence of thorough, detailed and accurate knowledge and
understanding with the use of appropriate terminology.
Level 0 (0 marks)
No rewardable content.
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Jun 20 P11
2 d) Discuss how developments in mobile technology could increase visitor numbers to a
country such as Sri Lanka. (9) [Mobile Technology]
Indicative content:
Two out of three people worldwide owns a mobile phone. In high-income countries, there are
more mobile phones than the current population while low-income countries, mobile
technology is growing rapidly in demand. Due to breakthroughs in technology and highspeed internet, travellers can book their own flight and hotels online, choose to stay in a
stranger’s house, and rather than entering an unfamiliar restaurant, search online reviews on
their mobile while connected to hotel Wi-Fi.
Customers can view and choose various travel options using their mobile phones. The
emergence of smartphones/apps has allowed users to access internet and book online and for
small businesses to connect easily with their customers. Smartphones enable travellers to
have all the info they need in their pockets. Demographic statistics suggest that travel and
tourism apps are the most downloaded app category. Most of the global smartphone users
have downloaded some kind of travel app into their devices and many in this group use these
apps regularly to plan their holiday and travels using their mobile.
Because of all this if the companies on Sri Lanka or the NTO use the internet they will be
able to target the group of mobile phones/tablet users and can use these to encourage them to
visit.
Jun 17 P 11
2 b) Describe how three different online sources of information meet the needs of visitors to
Cambodia. (6)
▪ Country website (1) – provides general information about destinations, visas,
▪
▪
▪
▪
▪
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health, etc. (1)
Tripadvisor (1) – advice and information on attractions, hotels, etc. (1)
Tour operators and attractions websites (1) – provide detailed information and
‘contact us’ sections (1)
National tourist boards (1) – providing information about the country and any
travel requirements (1)
Social media (1) – giving information from other visitors to Cambodia,
informing any potential visitors (1)
Apps/blogs (1) – these give travel diaries which will inform visitors of the
types of experiences they could expect which will help them to prepare (1)
June 20 P12
3 (d) Analyse how developments in transport technology have encouraged a growth in
travel and tourism. (9)
Indicative content:
Larger long-haul planes – which travel further, faster and are cheaper making tours in long
haul destinations more accessible.
Train tours and routes are becoming popular as trains are seen as a method of reducing
carbon footprint. There are new lines/routes or tunnels which give access to many more
destinations.
Cruise ships are developed so that waste is reduced. Ships can carry large numbers into hard
to reach places so people are going to a variety of places, which is considered good value for
money.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed explanations
of the ways in which developments in transport technology can encourage a growth in
tourism. Candidates will effectively analyse a range of points and attempt to evaluate their
significance. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of the transport advances with the use of appropriate
terminology.
Level 0 (0 marks)
No rewardable content.
Jun 19 P 11
1 b) Explain three ways tour operators use new technology to sell their products. (6)
▪
▪
▪
▪
Tour operators can use social media sites to promote their products (1), this gives
access to large numbers of potential buyers (1).
Tour operators can send text messages to customers and can keep in contact with their
customers in this way (1), this means they can promote new products directly to the
customers (1).
The internet allows the selling/purchase of products on a 24/7 basis (1). this means
that buyers do not have meet ‘opening hours’ (go at certain times) or have to visit a
shop which is more convenient. (1)
Tablets and phones can be used due to the widespread availability of broadband (1) so
this allows websites to be continually updated (1).
32 | P a g e
▪
▪
Ecological factors
The threat posed by climatic change, global warming and natural disasters
June 14 P12
2 (b) Currency fluctuations are one of a series of external factors that can be a threat to
particular destinations. Other external factors include natural disasters and acts of
terrorism. Give a named example of each of these types of threat and briefly describe
the impacts they had on the destination. [6]
Award one mark for name of valid example of each and then award a second/third mark for
appropriate details of the impact on the chosen destination. Do not credit invalid examples.
For example: Natural disaster:
Floods at Machu Picchu 2010 (1) Some 20000 people had their lives disrupted by the floods
(1) and local officials predicted US$240m worth of damage to infrastructure and farming (1),
losses to the tourist industry at least US$1 m a day (1).
Nov 14 P12
4 (d) Discuss the ways in which climate change might affect the development of tourism.
Support your answer with examples. [9]
Answers lacking appropriate exemplification cannot progress beyond Level 2. An open ended question
inviting candidates to respond to a very important issue for some destinations – particularly in terms of
seasonality. Better responses might comment on issues such as:
• The threat of climate change puts tourism at risk in many destinations and important market
changes could result.
• Seaside tourism seems likely to suffer damage from most of the effects of climate change,
notably due to beach erosion, higher sea levels, greater damage from sea surges and storms,
and reduced water supply.
• Some regions may see a lessening of demand from leisure travellers, others destinations
currently less important for tourism may see an increase.
• In mountain regions, it seems very probable that ultimately demand for winter sports will
diminish. The season will shorten, opportunities for young people to learn the sports will
diminish, demand pressures on high altitude resorts will increase (which in turn could raise
environmental pressures and cause further damage).
• Summer seasons, meanwhile, could lengthen, and generate increased demand, although this
could bring negative environmental consequences.
Level 3: [7–9 marks] Candidates will show a clear understanding of the question and include
detailed identification and explanation of exemplified changes in particular destinations,
clearly indicating their relative importance/significance. The candidate effectively discusses,
leading to a valid reasoned conclusion.
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Nov 14 P11
1 d) Discuss the ways in which climate change might affect the development of tourism.
Support your answer with examples. [9]
Answers lacking appropriate exemplification cannot progress beyond Level 2. An open ended
question inviting candidates to respond to a very important issue for some destinations –
particularly in terms of seasonality. Better responses might comment on issues such as:
a. The threat of climate change puts tourism at risk in many destinations and
important market changes could result.
b. Seaside tourism seems likely to suffer damage from most of the effects of
climate change, notably due to beach erosion, higher sea levels, greater damage
from sea surges and storms, and reduced water supply.
c. Some regions may see a lessening of demand from leisure travellers, others
destinations currently less important for tourism may see an increase.
d. In mountain regions, it seems very probable that ultimately demand for winter
sports will diminish. The season will shorten, opportunities for young people
to learn the sports will diminish, demand pressures on high altitude resorts will
increase (which in turn could raise environmental pressures and cause further
damage).
e. Summer seasons, meanwhile, could lengthen, and generate increased demand,
although this could bring negative environmental consequences.
Nov 17 P11
4 d) Comment upon the likely threat posed by climatic change, including global
warming, to tourism in mountain areas. (9)
Candidates will have to identify the potential effects of climate and then show how these can
cause changes within a mountain environment. Potential effects can include:
▪ Increasing temperatures during the year so causing a shorter skiing season.
Winters will be warmer so there may be less snow meaning that more artificial
snow machines will be needed.
▪ Activities offered in the mountain areas will have to adapt if the local people
are to continue to make money from their area.
▪ Ice melting can cause glaciers to retreat and potential flooding in some areas.
It can stop people from climbing on the glaciers and activities may need to
change to rock climbing. As the glaciers retreat the villages etc. will be further
away from the ice areas.
▪ The summer season could be extended so those activities could be developed
and this may attract a different range/number of tourists. This can cause a
change in the nature of jobs within the areas and tourism will have to be
carefully managed otherwise it will decline.
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Exemplar
Many mountainous areas are experiencing some changes in climate which is in part due to
global warming. This is the overall warming of temperatures over the world which is causing
changes in rainfall and sea levels in many areas. Some mountain areas are likely to
experience changes which will need managing if they are to maintain their tourism industry.
Many mountain areas can keep tourists throughout the year. They have skiers and winter
sports during the winter months and during the rest of the year they may have walkers,
climbers and sightseers. As the climate changes so will the activities they are able to offer
and the types of tourists they attract.
Initially they may attempt to keep their skiers by using artificial snow but the machines can
cause other problems. They may then extend their summer seasons by keeping the climbers
and walkers for longer. The destinations will have to develop other attractions and try to
encourage other types of tourists
Nov 16 P12
3 (d) Discuss how types of natural disaster are likely to disrupt travel and tourism. [9]
This is about the identification of appropriate risks and hazards with valid explanatory
comments about the disruption caused. Correct ideas include:
• Volcanic eruptions with ash clouds disrupting flights and lava flows cutting off access to
tourist sites
• Tsunamis and their associated tidal waves and floods cutting off whole areas, ruining
local economies and resulting in no visitors
• Hurricanes laying waste to tropical and sub-tropical destinations
• Droughts and related bush fires limiting camping/hiking access and also causing water
shortages as restrictions are introduced
• Disease outbreaks causing travel restrictions etc.
Level 3: [7–9 marks] Candidate will show a clear understanding of the question and include detailed
identification and explanation of particular natural disasters and their associated disruptive effects,
clearly indicating their relative significance. The candidate effectively discusses these, leading to a valid
reasoned conclusion.
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June 17(2) P12
3 (b) Explain three reasons why Safari Tours might protect the environment. (6)
Award one mark for the identification of a correct reason and a second mark for explanation.
Correct ideas include:
Maintain the tourism market/tourists expect an eco-tourist destination to protect the
environment (1), these types of tourist would not visit if the destination did not protect
the environment (1)
To maintain the beauty/appeal of the area (1) which will encourage new visitors (1)
Encourages local people to maintain areas (1) because they make a living from it (1)
Protecting the environment helps to keep local traditions going (1) which people will
want to see (1).
Any other relevant reason.
June 19 P12
2(b) Explain three ways natural disasters could cause problems for the tourist industry
on the tropical islands shown in Fig. 2.1. (6)
Award one mark for the way and the second mark for the explanation.
▪
▪
▪
▪
▪
▪
▪
Rising sea levels could cause flooding (1) so resort areas may be under water and
tourists won’t be able to visit (1).
High temperatures (1) can kill vegetation so losing the appeal of visiting a beautiful
island (1).
No shade may be too hot for tourists as parts become scorched (1) so less tourists will
come due to an increased risk of skin cancer (1).
Storms and high tides can wash away beaches (1) so tourists will no longer want to visit
them (1).
It could allow the spread of disease as mosquitoes and other insects may thrive (1)
tourists would avoid these areas as they wouldn’t want to become ill/insects are an
annoyance (1).
Heat can cause wild fires (1) so resort areas could be under threat/destroyed by fire (1).
Drought can cause lack of water (1) and if reserves are given to tourists then it can cause
resentment meaning it is less appealing to tourists as they feel threatened (1).
Accept any other reasonable answer.
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▪
Changes in consumer needs and expectation
Jun 18 P11
1 b) Explain three changing consumer needs or expectations that might influence
tourism provision in Thailand. (6)
Award one mark for the identification of a changing need/expectation and a second for
explaining its influence on tourism in Thailand.
Correct ideas include:
▪ Need to make money so providers will give tourists what they want so for example
▪
▪
▪
▪
developing luxury hotels and resorts or constructing more hostels for back packers (1)
which will encourage a greater range of visitors and increase numbers. (1)
By adapting to changing attitudes and tastes tourism providers will allow them to move
away from packages and mass tourism (1) making it easier for people to travel
independently (1).
Perhaps being more sustainable and environmentally aware (1). Allowing the
development of specialised markets such as ecotourists (1) Consumers are better
informed about what is available worldwide (1) tourism provision in Thailand therefore
needs to be competitive and have a comparable offering to other countries (1)
Tourists want more tailored holidays (1) Thailand will need to provide specialised
packages and move away from mass tourism provision (1) Tourists are more
environmentally conscious (1) Thailand would need to ensure they have a sustainable
tourism provision (1)
Tourists want to travel and holiday in a more responsible way (1) Thailand will need to
consider what they can do in a more responsible way/protect environment/protect local
cultures (1)
Nov 18 P11
2 d) Analyse how changing consumer needs and expectations have encouraged the
growth of specialised tourism markets. (9)
Indicative content:
▪ Today’s tourism industry has to have many products to meet the wide demand from
the variety of customers which exist.
▪ It is market driven – that is that tourism providers try to cater for the changing
demand and tastes of their customers – they put them into groups and try to provide
what they think they would require for example providing plenty of activities for
children in family resorts. Above all they are looking at making money.
▪ There is a change in attitudes and tastes. People started to be independent travellers
and wanted quick access to various destinations. Short breaks are popular. People are
concerned about global warming and climate change so the length of trips is reduced
and people’s preferred methods of travel changed.
▪ All of these points have given rise to the great variety of specialised markets.
▪ Other relevant responses should also be considered.
▪ Mark according to the levels of response criteria below.
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Nov 19 P11
4 c) Discuss the ways the travel and tourism industry can be market driven. (6)
Indicative content:
• Market driven means catering for changing tastes and demands
• Deconstructing the package holiday
• Increased use of ICT in giving information and in booking tickets
• Access 24/7
• Budget flights
Jun 17 P 13
2 d) Discuss how changes in attitudes and tastes have influenced tourism. Use examples
to support your answer. (9)
▪
Firstly there is a need to explain what is understood by attitudes and tastes: Move
from package holidays in beach destinations to a variety of niche markets – leads to
the development of different types of tourism to fit in with people’s interests.
▪
Also people are more aware of the impacts on the environment so leading to the
development of sustainable/responsible tourism.
▪
Consideration may also be given to the impact of global warming and climate change.
▪
The impacts of political issues such as terrorism/economic problems have affected
people’s attitudes/tastes towards travel.
▪
People are moving/have moved to taking part in activities rather than just observing
Exemplar
Tourist’s attitudes and tastes towards their holidays have changed over a period of time.
Initially people followed mass market trends and went on package tours to beach
destinations. They would go on organised excursions and did not travel much independently.
Those who had more disposable income were possibly more frequent travellers and may have
been regular visitors to a variety of destinations. It has only been in recent years as
independent travel has become easier to access that more people have followed their own
interests and tourism types have evolved. For example you may get religious tourists going
on pilgrimages or medical tourists going for treatment. Such travel is much easier now.
In addition people are more aware of their impact upon the environment and the same point
now applies to travel and tourism. New tourist developments tend to be both responsible and
sustainable and this then attracts those who are more concerned about their impacts.
Developments like these are encouraged by the WTO. Global warming and climate change is
impacting upon everyone and consideration is given to this point with limits on the numbers
and types of ships that are allowed in Antarctic waters for example. Terrorism and other
political events such as the economic problems experienced in some countries have affected
decisions as to whether they continue to be popular destinations. The economic problems
meant that people were initially more likely to holiday in their own countries so there was a
slowdown in International tourism at that time.
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These factors cause changes to occur in the numbers of people travelling and the destinations
that they travel to for their holidays. Some have become more popular and others have
declined.
Nov 17 P12
4 (c) Explain two reasons why product differentiation is important within the travel and
tourism industry. (6) [Product differentiation]
Two reasons
To achieve a greater number of sales (1) because it will encourage a greater number of people
to buy their products (1) and this will lead to profit maximisation (1)
To enable the organisation to keep a greater market share.(1) because more people are buying
a greater variety of their products (1) and so will not be buying from other companies.(1)
Having a variety of products can achieve brand loyalty in customers (1) if they are happy
with the service they receive then they will stay with the brand and may use alternatives if
their first choice is not available (1) this prevents loss of business to competitors (1).
1 mark for the identification and up to 2 further marks for the development/ explanation.
Nov 18 P12
4 (d) Analyse how product differentiation impacts the accommodation sector. (9)
[Product differentiation]
Indicative content:
Product differentiation includes making slight variations in products so that they will appeal
to different market sectors. This will help to increase profits and take a greater market share.
Hotel brands do this e.g. Accor hotels have a range of brands from low cost budget brands to
4 * hotels. Tour operators may offer the same holiday with a range of board types to appeal to
a range of tourists.
Mark any relevant points correct and use the levels of response criteria identified below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed analysis of
how product differentiation impacts the accommodation sector. Candidates effectively
analyse a range of impacts and there is a clear attempt to weigh up the significance of those
mentioned. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of concepts and principles using appropriate terminology.
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June 20 P12
4 (b) Explain three ways the Maldives could differentiate their tourism product to
appeal to different market segments. (6)
Award one mark for identifying a way and a second for explanation of the appeal.
▪ The Maldives may have special offers during off-peak times (1) which would
encourage retired people (1)
▪ Special interest holidays could be developed, such as bird watching holidays, (1)
which would encourage those interested in birds to visit (1) Services such as
guides/experts in local customs/cultures could be employed in resorts (1) which
would encourage those who want to learn whilst on holiday (1)
▪ Sustainably managed resorts using local materials could be developed (1) to appeal
to the ecotourism market (1)
▪ Special offers could be given to domestic tourists (1) which would encourage the
growth of this market (1)
Jun 18 P13
4 b) Describe three ways the cost/quality ratio of adventure tourism products can be
adapted to appeal to a wider target market. (6)
Correct ideas include:
▪
▪
▪
▪
▪
Accommodation in adventure tourism resorts tends to be relatively basic so offer
better quality accommodation to appeal to different budgets (1) this will broaden the
appeal with different types of experience (1).
Offer different types of accommodation (1) such as luxury accommodation eg chalets
in ski resorts with chefs rather than budget accommodation in a hostel with selfcatering which will reach to another type of customers (1)
varying the product/service mix through time and destination (1) local ski pass rather
than all terrain/piste passes (1)
Offer a choice of transport (1) minibuses vs private hire car/limo (1)
Offering a choice of catering options (1) chalet hosts vs self-catering or food outlets
nearby. (1)
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1.1.4 - The structure of the travel and tourism industry
▪
Business ownership
Describe the differences between commercial and non-commercial organisations.
The differences between commercial and non commercial organisations need to be clearly
explained. Answers should include some of the following information:
Commercial = privately owned, receive their money from profits, sales or from investors. All
their efforts focus upon their main aim which would be to make a profit so will only operate
in a responsible manner if it will be of benefit to them.
Non-commercial = public and voluntary sector, they receive their money from grants or
donations, they may also sell some products/services in order to generate additional incomes.
Their role is to promote, to preserve or conserve and educate. They are not primarily
concerned with making a profit, their aims are much wider and may be social and or
environmental.
Private sector tourism organisation
The private sector is made up of commercial enterprises that are in business to make money
and generate a profit (1). All of their activities, whether it is to do with selling products and
services, marketing, employing staff or investing in new equipment, are focused on realising
this primary aim (1). Income from the sale of products and services is expected to be greater
than the costs of operating the business so as to leave a surplus (1). This can either be taken
as profit or re-invested in the business in order to create future success for the owners,
directors, employees and any shareholders who may have bought a financial interest in the
business (1).
Public sector tourism organisation
The term public sector refers to services provided for the population that are financed from
public money (1). Public sector travel and tourism organisations play an important role in
helping to promote destinations and they often provide a range of services to encourage
tourism development, such as grants to start new businesses and advice on marketing and
promotion (1). Public sector bodies are not primarily concerned with making a profit (1).
They tend to have much wider social and economic aims, such as creating jobs through
tourism and improving tourist facilities for visitors and local people (1).
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▪
Commercial organisation
Nov 18 P12
4 (c) Discuss how commercial organisations generate income. (6)
Indicative content:
Commercial organisations generate money through the sales of goods and services. They may
sell a variety of goods and services to increase appeal and therefore make more money. They
may also be able to put on entertainment such as shows for tourists and sell tickets for that.
Commercial organisations such as hotels also sell tickets for other events and then they have
guests sent to them from the attractions and this allows them to make money.
Credit any other relevant points (e.g. franchising) mentioned and mark according to the level
of response criteria listed below.
Level 3 (5–6 marks)
Candidates will show a clear understanding of the question and include a detailed discussion
of how commercial organisations generate income. Candidates effectively discuss some of
the features listed above and there is a clear attempt to weigh up the significance of each
aspect mentioned. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of concepts and principles using appropriate terminology.
Jun 14 P13
3 (a) Identify from Fig. 3 four different sources of revenue for the organisation.[4]
Award one mark for the correct identification of each of four sources from:
• events (ticket sales) NB only one example
• daytime tours
• shop
• café
• educational programmes
▪
Non-commercial organisation
Nov 19 P12
4 (c) Explain three likely business objectives for a non-commercial organisation. (6)
Award one mark for the identification of each business objective and the second for the
explanation.
The non-commercial organisation is trying to offer a service (1) for example it may be there
to give information to tourists (1)
They are not-for-profit (1) but may need to generate enough money to supplement any grants
they are given to cover any costs (1)
They share knowledge/educate people (1) making available ways to improve the lives of the
people they are serving (1)
They are usually responsible to governments (1) and so must ensure that their operation is
correct in all aspects following all legal requirements (1)
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June 16 P12
4 (c) The UK has many historic visitor attractions which are managed by non-commercial
voluntary organisations. State and explain three ways in which such attractions are able
to generate funding despite not charging an admission fee. [6]
• Donations (1) – visitors are encouraged to donate according to their circumstances (1)
• Shop (1) – profits from sales (1)
• Café/restaurant (1) – profits from food and beverage sales (1)
• Tours (1) – itemised charges (1)
• Advertised events (1) – ticket sales (1)
• Room hire (1) – use for events (1)
• Sponsorship (1) – commercial partners (1)
Credit all valid ways.
Jun 14 P11
4 (d) With reference to examples with which you are familiar, evaluate the ways in which
voluntary sector travel and tourism organisations can generate funding. [9]
The voluntary sector is non-commercial but organisations such as the National Trust have a
variety of possible revenue streams including:
• membership subscriptions
• donations
• entrance fees
• shops selling merchandise
• cafe F&B sales
• sponsorship
• hire of facilities
Jun 14 P13
2 (b) With reference to one destination with which you are familiar, discuss the ways in
which the public, private and voluntary sector organisations work in partnership to
attract tourists.[9]
• conducting research on tourism-related issues – benefits all parties
• formulating policies to guide the industry
• monitoring and evaluating tourism industry initiatives and development
• partnering with industry stakeholders
• developing and implementing tourism-related projects
43 | P a g e
•
•
•
•
•
facilitating tourism investment and the general development of the industry
building awareness of the tourism industry, e.g. promotion and TICs by the TDC
providing lifeguard services
monitoring and guiding the operations of the Tourism Development Company
Limited (TDC)
monitoring and guiding the operations of the Zoological Society of Trinidad &
Tobago.
It is perfectly acceptable to refer to only the TDC and/or the Ministry and/or
individual partnership actions. However, generic accounts, not contextualised within
an identifiable destination, will be subject to a 6 Max limit.
Use level of response criteria
Level 2: [4–6 marks]
Candidate identifies a number of valid ways in which partnerships between the
sectors attract tourists to a destination. Candidates will show an understanding of the
question and include explanations/analysis of a number of these, clearly indicating
what has happened and why tourists are attracted.
Level 3: [7–9 marks]
Candidates will show a clear understanding of the question and include detailed identification
and explanation of particular ways, clearly indicating their relative importance and significance
to a particular destination. The candidate effectively discusses a range of circumstances leading
to a valid conclusion.
Jun 18 P13
2 b) ii) Describe two ways non-commercial organisations generate income. (4)
Correct ideas include:
▪
▪
▪
▪
donations (1) given by the public (1)
memberships (1) charge an annual fee (1)
fund raising activities (1) such as charity events/dinners (1)
selling merchandise/souvenirs (1) encouraging secondary spending (1)
44 | P a g e
▪
Organisations and their influence on international travel and tourism
Nov 18 P12 [LTO]
2 (b) Describe three ways local tourism organisations can work with the local
population. (6)
•
•
•
•
Local tourism organisations can work well with the local population – they can have a
bed booking service (1) which would put work into the local area (1).
They can promote local businesses such as theme parks or other types of tourist
attractions (1) so boosting the local economy (1)
They can run guided tours (1) which show tourists around the local area and this
would encourage them to visit other places such as food outlets (1)
They can advise local businesses (1) by sharing information and expertise (1)
Credit any correct comments and give one mark for identification of the way and the second
for the description.
Jun 20 P11
2 d) Discuss the role that local tourism organisations play in the development of the
travel and tourism industry. (9) [LTO]
Indicative content:
▪
▪
▪
▪
▪
▪
Providing employment and incomes.
Assisting in the development and planning of the industry.
Giving support to other aspects of the industry.
Contributing to the balance of payments.
Encouraging the maintenance of local skills and customs.
Encouraging sustainable developments and looking after the environment.
June 14 P12 [RTO]
3 (b) Explain three ways in which Bushman Rock Safaris is likely to benefit from its
association with the Zimbabwe Tourism Authority. [6]
This is about the role of tourist boards. Award one mark for the identification of each of three
valid benefits and award a second mark for an appropriate explanatory comment about each.
Correct ideas will include:
• quality standard (1) – meets Ministry required criteria (1)
• promotion (1) – appears on listings (1)
• marketing (1) – flyers distributed at TICs (1)
• representation (1) – can contribute to plans and development issues (1)
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• research (1) – access to Ministry data (1)
Credit all valid reasoning in context.
June 15 P12 [NTO]
3 (c) Explain three ways in which national tourist boards can encourage inbound tourism.
[6]
Award one mark for the identification of each of three valid methods and award a
second mark for an appropriate explanatory comment about each. Correct ideas
include:
• Website (1) – varied content with global reach and available 24/7 (1)
• Offices overseas (1) – provide language specific materials to particular markets
(1)
• Familiarisation. trips (1) – bring in agents from targeted markets (1)
• Trade fairs (1) – to make business contact with operators & agents in key markets
(1)
• Publicity/advertising campaigns (1) – using national media in overseas market
(1)
June 17(2) P12 [NTO]
2 (c) Explain three ways that National Tourist Organisations (NTOs) might attract
more international tourists. (6)
Award one mark for identification of the way and a second mark for explanation.
Correct answers include:
▪ Development of a website (1) which can be accessed all over the world (1)/24/7 (1)
▪
Establishing a series of advertisements or promotions (1) these could be targeted at
particular countries to encourage more visitors (1)
▪
Billboards used at points of entry/exit (1) this would target those travellers using the
place as a hub and would encourage them to visit the country (1)
▪
Adverts on main carriers (1) raises awareness globally (1)
TIC offices established in other countries (1) making information available to
international tourists (1)
▪
Attendance at trade fairs (1) this helps to raise awareness and form partnerships (1)
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Jun 18 P13
2 c) Explain three ways that NTOs contribute to the quality of the customer experience
within a destination. (6)
Correct ideas include:
NTOs may provide detailed information (1) so that people clearly know what they will be
experiencing. (1)
They may conduct surveys (1) to determine what their visitors want from their destination. (1)
Could provide information for the tourist in their own language (1) for clarity of interpretation
and animation (1)
They may liaise with businesses in the area (1) and make them aware of the visitor types that
they may entertain thereby minimising any negative impacts. (1)
Nov 19 P11
1 c) Explain three benefits of a National Tourism Organisation (NTO) working in
partnership with regional or local tourism organisations. (6)
▪
▪
▪
▪
By working with regional or local tourism organisations the NTO can advise on
possible developments (1) that would be suitable for the particular destination and
would attract visitors (1)
The NTO can promote the destination in other countries at trade fairs/or in the home
destination at airports (1) meaning more people are likely to see the promotion (1)
By working with regional or local tourism organisations the NTO can help the
government (1) by giving advice on possible developments or marketing strategies in
particular areas (1)
The NTO can direct the local/regional organisation towards funding (1) which would
encourage development of tourism strategies (1)
Jun 15 P13
3 (d) Assess the extent to which one public sector organisation with which you are
familiar has been able to meet its tourism-related objectives. [9]
If the chosen organisation is not in the public sector then no credit can be awarded
and thus an answer about Virgin Atlantic or Greenpeace will score 0 marks.
Candidates are expected to have studied an appropriate example. For example, the
MTPA in Mauritius has very clear objectives:
• To promote Mauritius abroad as a tourist destination by conducting
advertising
campaigns and participating in tourism fairs. It is responsible for organising, in
collaboration with the local tourism industry, promotional campaigns and
activities in Mauritius and abroad.
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•
•
•
•
To provide information to tourists on facilities, infrastructures and services
available to them in Mauritius.
To initiate such action as may be necessary to promote cooperation with
other tourism agencies.
To conduct research into market trends and market opportunities and
disseminate such information and other relevant statistical data on Mauritius.
To advise the Minister on all matters relating to the promotion of tourism.
Use level of response criteria
Level 1: [1–3 marks]
Candidate identifies/describes some tourism-related objectives of an
identifiable public sector organisation. Information may be a list of objectives but
explanations are incomplete and arguments partial (if present) and lack coherent
organisation or reasoned conclusions. There is little or no attempt to assess.
Level 2: [4–6 marks]
Candidate identifies a number of valid objectives. Candidates will show an
understanding of the question and include explanations/analysis of a number of
these, clearly indicating a degree of success.
Level 3: [7–9 marks]
Candidates will show a clear understanding of the question and include
detailed identification and explanation of particular tourism-related objectives,
clearly indicating their relative significance and/or degree of success. The candidate
effectively assesses these, leading to a valid reasoned conclusion.
2 d) Discuss how an NTO might use social media. (9)
Indicative content:
▪
▪
▪
Social media will allow the NTO to reach large numbers of people in an instant. It is
cheap and easy to use. Information can be updated and passed on quickly and easily.
It allows specific groups to be targeted easily.
They can also find out what people want in a destination and so can tailor developments.
Jun 15 P11
2 (c) Explain three ways in which the Taiwan Tourism Bureau could promote the
destination to target markets outside Asia. [6]
•Website (1) – global reach (1)
•Social media (1) – for updates, likes etc. (1)
• Offices overseas (1) – provide language specific materials (1)
•Familiarisation trips (1) – bring in agents from targeted markets (1)
•Trade fairs (1) – to make business contact with operators & agents in the markets (1)
•Publicity/advertising campaigns (1) – using national media in the market (1)
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Nov 17 P12 [UNWTO]
3 (b) Describe three roles of the UNWTO. (6) [UNWTO]
Any from the below:
• Promotes tourism as a method for economic growth (1) as it allows countries to see
the benefits of using tourism to help their economy e.g. by providing employment
which encourages spending. (1)
• Gives leadership and support in advancing policies worldwide. (1) as a respected
organisation it has a standing which helps to convince that it’s policies are beneficial
(1)
• Encourages implementation of the global code of ethics. (1) It can persuade countries
and organisations to be environmentally friendly for example. (1) UNWTO fosters
education and training (1) which allows countries to develop technical experience
allowing developments to take place (1).
• It works with the private sector; educational institutions and local or regional tourism
development organisations (1) and this allows it to ensure that the strategies are both
responsible and sustainable (1).
The second mark is earned by expanding on the description as shown above.
June 18 P12 [UNWTO]
4 (d) Assess how UNWTO contributes to the sustainable development of tourism. (9)
Indicative content:
Answers may include comments about the aims of the UNWTO:
It aims to reduce poverty and fosters sustainable development.
It encourages the implementation of the Global Code of ethics which tries to make sure that
the social, economic, cultural and environmental impacts are positive.
Social and environmental impacts have to be minimised.
Mark according to the levels of response criteria detailed below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed assessment
of how UNWTO contributes to the sustainable development of tourism. Candidates
effectively assess the contribution made and there is a clear attempt to weigh up the
significance of the points mentioned. There is sound and frequent evidence of thorough,
detailed and accurate knowledge and understanding of concepts and principles using
appropriate terminology.
Level 2 (4–6 marks)
Candidates will show an understanding of the question and include explanations of how
UNWTO contributes to the sustainable development of tourism. There may be some attempt
to assess the contribution of UNWTO. The answer is relevant and accurate and shows
reasonable knowledge and understanding of concepts and principles with some use of
appropriate terminology.
Level 1 (1–3 marks)
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Candidates identify/describe some ways UNWTO contributes to the sustainable development
of tourism. Information may be a list of points but explanations are incomplete and
arguments are partial if present. The explanations lack coherent organisation and there is no
attempt to assess. The answer is basic and shows limited knowledge and understanding of
concepts and principles with limited use of appropriate terminology.
Level 0 (0 marks)
No rewardable content.
Jun 19 P11
3 c) Explain two ways a destination management company (DMC) may help a tourist
destination. (6)
1. DMCs have extensive knowledge of the local area (1) and they will have many local
contacts (1) which they could use to encourage businesses to expand and form
partnerships giving a better or unique service than in other places (1).
2. DMCs specialise in designing and implementing events/activities/tours (1) and the
provision of transport to these events within a destination (1) which will encourage
visitors (1).
3. DMCs organise tours in a destination (1) these and other events can be customised
because the DMC will have in-depth knowledge of the area (1) which will be a
special marketing tool which will help the destination become popular (1).
4. DMCs are often ’partners’ with tour operators, travel agents and conference
organisers (1) they are used by conference organisers because they can do everything
(1) and if successful then the destination will become successful (1).
5. DMCs can provide special deals for customers (1) which will encourage customers
and a good reputation will result (1) which will help develop the destination (1).
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Nov 19 P11
3 d) Discuss how destination management companies (DMCs) could encourage and
support the Montreux Jazz Festival organisers to promote responsible tourism
behaviour. (9)
Indicative content:
A DMC provides a service based on local knowledge of their given destinations. These
services can be transportation, hotel accommodation, restaurants, activities, excursions,
conference venues, themed events, gala dinners and logistics, meetings, incentive schemes as
well as helping with overcoming language barriers. By acting as purchasing consortia, DMCs
can provide preferential rates based on the buying power they have with their preferred
suppliers and can therefore encourage the use of responsible companies.
They can suggest the use of renewable sources for programmes etc. Cars and other vehicles
provided for transporting guests could be environmentally fri17endly. Food sources should be
from local suppliers and local traditions and customs can be publicised
Nov 18 P12 [Consular Service Provider]
1 (b) Describe three consular services available to tourists from China when visiting
foreign countries. (6)
Award one mark for the initial identification and a further mark for development of the point.
The following could be included:
▪ Legal assistance (1) could be given to a Chinese national if they have got into any
trouble (1)
▪ Help if their passport is lost (1) they can issue temporary travel documents so that
they can get home. (1)
▪ Repatriation (1) they can help you get home (1)
▪ Death (1) help to bring body back to home country (1)
▪ Insurance issues with health care (1) help to bring people home in quarantine/special
ambulance flights (1)
Credit any other correct answers.
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Jun 17 P 13
4 c) Explain the role of consular service providers. (6)
The consulate is part of the embassy, they are located in main towns, cities and various
destinations in countries where large numbers of people visit them – especially if your
country has a good relationship with the host country or if large numbers of your citizens
travel there.
The consulate has a duty to assist its citizens when they are in difficulties in a foreign
country.
Exemplar
Consulates are important for tourists especially if they are in countries where there may be
issues with political unrest. This is common in a lot of countries. Other countries may suffer
from a natural disaster and then, again, the consulate has an important role to play.
The consulate will provide advice to their nationals, if necessary they will help them with
legal advice. They will tell them if circumstances are serious and will then advise them to
stay in their hotels and will make arrangements to repatriate them. They are also able to liaise
with tour operators and airlines as well as the national government if they have to bring
people home in a hurry. They are also a point of contact for families who may be concerned
about other family members.
June 20 P12
4(c) Explain two likely reasons why tourism authorities may prefer visitors to take part
in group tours rather than travelling independently. (6)
Award one mark for each reason and up to two further marks for explanation.
This will allow the authorities to know where the tourists are going (1). Authorities can
make sure that all the facilities tourists need are available (1) and that they see all the most
interesting sights within an area. (1) The authorities will be able to control where tourists go
(1) and can direct them to specific areas bringing money/investment (1) which would allow
these specific areas to be developed (1)
Tourists can be kept away from sensitive areas (1) which will stop tourists from getting into
difficulties/keep tourists safe (1) avoiding any international incidents/bad press (1)
Accept any other reasonable response.
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Nov 19 P12 (TIC)
1(a) State one way a Tourist Information Centre (TIC) can assist the following types of
customer: (4)
Award one mark for each way.
• Foreign visitors – information is given in a language/way that they can
understand/information can be given pictorially (1)
• People with mobility difficulties – advice on places that would be suitable for them
to visit/help with accommodation/transport/provide wheelchairs/ ramps (1)
• Educational groups – make group bookings/provide guides (1) Families – book
tickets for attractions/hotels/transport/provide maps/ vouchers (1)
Nov 19 P12
3 (d) Assess the ways governments develop their tourism industries. (9)
Indicative content:
Using tourism legislation to protect consumers such as putting controls or standards in place
so that people will know what to expect
Make it easier for people to travel to their country by removing visas/travel restrictions
Develop infrastructure such as airports and ports so that tourism can increase
Work with NTOs to advertise what is on offer in the country
Give tourist facilities tax breaks
Special/popular destinations should be protected with conservation in place. Bring together
the public, private and voluntary sectors to encourage developments – methods will vary
according to degree of importance each country places upon tourism development.
Accept any other reasonable answer.
Mark according to the levels of response criteria below.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include detailed identification
and assessment of the ways governments develop tourism. Candidates will effectively assess
a range of valid ways and clearly attempt to weigh up the significance of each. Analytical
language will be used. There is sound and frequent evidence of thorough, detailed and
accurate knowledge and understanding of concepts and principles using appropriate
terminology.
Level 0 (0 marks)
No content worthy of credit.
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1.1.5 (a) Transport
▪
Airlines
Jun 18 P11
3 a) Compare the features of a scheduled and a charter airline. (4)
Correct ideas include:
▪ Scheduled airlines run to a timetable (1) whereas charters are booked and run for a
specific purpose. (1)
▪ You may find more services such as business class and facilities for business people
on scheduled airlines (1) whereas charter are usually used for cheap flights associated
with mass tourism activities (1)
▪ Chartered flights often operate to airports where there are no scheduled flights
operating as they go to where the holiday firms are operating (1) scheduled flights
only fly to pre-agreed airports (1)
▪ Scheduled airlines are more likely to use the main international airports (1) whilst
many charter airlines will use regional airports. (1)
Jun 18 P11
3 b) Explain three ways the needs of foreign visitors at an international airport can be
met. (6)
Correct ideas include:
▪ A variety of F&B outlets (1) to cater for different tastes of foreign visitors (1)
▪ Prayer rooms (1) for some religious groups (1)
▪ Easy access to public transport (1) which is well signposted so that people who are
not familiar with the area/destination/airport can access/find/use it (1)
▪ Signs provided in different languages (1) to help foreign visitors find what they need
(1)
▪ Security (1) to know that they are safe whilst there, clear evidence of well trained
staff. (1)
▪ Clean facilities (1) meeting people’s hygiene needs by regular cleaning (1)
June 17(2) P12
4(a)(i) Describe what is meant by the term ‘budget airline’. (1)
Low fares are charged because many of the traditional services have been eliminated.
4(a)(ii) Explain why budget airlines might be popular with travellers. (3)
▪
▪
▪
▪
▪
Award one mark for each correct idea up to a max of 3 marks:
Provide cheap tickets
Fly from a variety of regional airports
Can book via the internet
Use e-tickets as more convenient and lowers costs further Can pick which ‘add on’
services are required.
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June 17(2) P12
4(b) Explain three reasons why budget airlines offer ancillary services to their
passengers. (6)
Award one mark for the identification of a correct reason and a second mark for explanation.
Correct answers include:
▪ To make a profit (1) by offering additional services that passengers have to pay extra
for means the airline will increase its profit (1).
▪ To gain a greater market share/competitive advantage (1) e.g. not all airlines offer
bookable seats so doing so will give the airline an advantage (1)
▪ To attract more passengers (1) offering a greater variety of add-ons may appeal to a
wider market (1)
▪ If airlines make more money from selling services they may be able to reduce
operating costs and ticket prices (1) thus appealing to more travellers (1)
June 17(2) P12
4 (c) Budget airlines are more likely to operate from regional airport than main
international gateways.
Discuss why this is an advantage to both the airline and the customers. (6)
Indicative content:
Cheaper costs for the airline at regional airports which can then be passed on to the
customer and the airline will then benefit.
Not as busy as international airports so planes can have a faster turn round
Usually easier for customers to access and will have parking more freely available
Less likely to have delays to passengers so their experience will be more pleasant.
Level 3 (5–6 marks)
Advantages to both the airline and the customer will be discussed. Answers at the top end
will include a conclusion or some judgement.
Exemplar
Use of regional airports has been a feature in the operation of budget airlines. It does provide
advantages to both the customer and the airline and obviously benefits the region in which
the airport operates.
Firstly for the airline, regional airports can be cheaper to operate from. They are not in
competition with the big carriers and the regional airport will probably be open to deals to
encourage them to locate there. Because regional airports are smaller they will not be as busy
and so it will make landing and take-off a smoother and faster experience. They will also find
it easier to reduce costs because of this fact. The area around the regional airport will not be
so busy so people will find it easier to access and it will also encourage more people from
nearby to fly and to use their services. This will make them more profitable and so they will
reduce their costs and tickets will cost less and this will increase business.
This shows that there are advantages for the customer, they get easier access to flights, flights
will go to more destinations and their ticket prices may be reduced. The airport will not be as
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busy so going through customs will be quicker. There will be fewer delays so the customers
will be happier and will have a better experience and so will be more likely to go from there
again.
The spin off from this is that the airport develops too and there is more wealth and
developments likely in the surrounding region.
June 18 P12
2 (a) State four products or services, other than security, available for travellers at
international airports. (4)
Award one mark for each correct product or service.
Correct ideas include:
shops/currency exchange/advice points/check in desks/washrooms/prayer
rooms/restaurants/fast food outlets/lounge facilities/car hire/hotels/showers.
Accept any other reasonable suggestions.
June 18 P12
2 (b) Explain two ways airports manage the security of travellers. (6)
Award one mark for the identification of each way and up to two further marks for the
explanation.
Correct ideas include:
• Passport control desks (1) control the numbers of people entering the country and
keep a check on who is travelling and where they are going to (1) this means that
there is a record of who has come in to the country/there are checks that are done
against the passport to ensure we do not allow convicted criminals into the country.
(1).
•
Seeing visible security guards (1) makes people have confidence/meaning travellers
feel safer (1) in the organisation. They know that the guards will be trained to sort
issues out/their presence will be a deterrent and so prevent issues from arising (1)
•
Security guards patrolling public areas (1) the guards are trained to spot security
issues or anything strange (1) they can then report this to the police or supervisors,
ensuring the safety of travellers (1)
•
Screening bags (1) means that staff are checking for banned items (1) so that you can
board your plane knowing that it is safe.(1)
Accept any other reasonable suggestions.
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June 18 P12
2 (c) Explain the importance of air travel for a business tourist. (6)
Indicative content:
Air travel is useful for business tourists because: it is fast/travel from city to city – major
trade destinations/business facilities and lounges are found in airports/it is relatively
cheap/business flights have special facilities for business people and depart at the most
convenient times of day/tickets can be booked quickly and easily.
Mark according to the levels of response criteria identified below.
Level 3 (5–6 marks)
Candidates will show a clear understanding of the question and include a detailed
identification and explanation of the importance of air travel for business tourists. Candidates
effectively explain the importance. There is sound and frequent evidence of thorough,
detailed and accurate knowledge and understanding of concepts and principles using
appropriate terminology.
Nov 14 P13
3 (d) Discuss the view that a cruise holiday on board a modern vessel is similar to
staying at an all-inclusive resort hotel. [9]
• accommodation rooms/cabin facilities
• catering options/availability
• leisure options at resort or on ship
• excursions from resort/port of call.
Use level of response criteria Level 3: [7–9 marks]
Candidates will show a clear understanding of the question and include detailed identification
and explanation of particular aspects, clearly indicating the similarity in at least two areas
listed above. The candidate effectively discusses a range of aspects leading to a valid
conclusion.
June 18 P12 [Air & Sea]
3 (d)Discuss the benefits of air and sea transport to international travellers. (9)
Indicative content:
Benefits could include:
▪ Speed of travel – air is faster for long distances.
▪ Sea transport is restful but you can suffer in rough seas.
▪ People can take more luggage with them on a sea voyage.
▪ Cost of travelling is important – shorter distance can be cheap with budget
airlines.
▪ Business travellers would get to their meetings faster.
▪ Planes will go straight to the city whereas ships require ports.
▪ Hotels for meetings are usually located close to airports.
▪ There will be more frequent flights for business travellers.
▪ It will be easy to work on flights.
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▪
▪
Sea transport is more leisurely and is suited to leisure travellers and those
seeking a holiday such as cruise passengers.
Accommodation is provided on board and is often all inclusive.
Mark according to the levels of response criteria identified below. Credit any other relevant
points made.
Level 3 (7–9 marks)
Candidates will show a clear understanding of the question and include a detailed account of
the benefits to travellers of both air and sea transport. Candidates effectively discuss some of
the features listed above and there is a clear attempt to weigh up the significance of each
aspect mentioned. There is sound and frequent evidence of thorough, detailed and accurate
knowledge and understanding of concepts and principles using appropriate terminology.
.
June 17(2) P12 [Air, Sea & Land]
4 (d) Discuss the transport options available for travellers in different destinations. (9)
Transport options will include:
Road; bus/coach/taxi/car/bike etc.
Rail; tram/train/metro
Air; plane
Water; ferry; cruise; etc.
Level 2 (4–6 marks)
May describe the transport options available in different destinations, may refer to specific
destinations and their transport types. (e.g. Blue Train in Africa, Hong Kong Star Ferries.)
Level 3 (7–9 marks)
May provide detailed explanations about transport options in destinations, may cover most/all
transport types and may attempt to explain why there may be variations.
Exemplar
Most major cities have a variety of transport options available within them in order to make
travel easier. Most visitors from other countries will arrive at their destination via air travel
and through an airport. Once there they will have to travel on to their destination. Transfers
can be undertaken by coach – often in the case of package holiday visitors, taxi’s and public
transport options such as buses or trams or underground travel.
In some cases ferries are used as methods of reaching a destination or cruise ships and then
again the same range of transport options can be used to reach their destination. Some ferries
are car ferries and then tourists or travellers may use their own vehicles for transport
purposes, for example tourists from the UK visiting France or Spain may do this.
Once people have arrived at their destination they may travel about and again have a range of
transport options at their disposal. For example having arrived in Bangkok visitors may want
to move on throughout SE Asia and can do this by flying to other destinations e.g. Phnom
58 | P a g e
Penh or they could go by train or coach depending on their money situation or the time at
their disposal.
Travel in rural areas tends to be more limited as there are fewer people so there are less roads
and rail networks. LEDCS will have less money to spend on infrastructure development too.
Rail
Nov 18 P11
3 a) Describe the likely appeal of the rail excursion shown in Fig. 2 (4)
Award up to 4 marks for description of likely appeal.
▪
▪
▪
▪
▪
▪
Relaxing (1)
See the scenery (1)
Comfortable (1)
Meals provided on board (1)
Hop/on Hop/off excursions (1)
Get to visit out of the way places (1)
Nov 18 P11
3 b) Explain three advantages for tourists of using rail as a method of transport rather
than travelling by air. (6)
▪
▪
▪
▪
▪
Being able to travel as a party (1) and to take more luggage than on a plane (1).
More able to work (1) as there are tables and computer points plus places to charge
phones (1).
Internet access is also available for all passengers on a train (1) but may limited on a
plane. (1)
People generally have more space on a train. (1) which is better for children and
everyone (1).
Trains will travel from city centre to city centre (1) so transfers are not a problem. (1)
Coach
Jun 19 P13
4 b) Explain three ways coach travel may be more important than rail travel for a
domestic tourist. (6)
▪
▪
▪
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More frequent services on coaches than trains (1) mean that it is easier to get
from place to place (1).
Countries tend to have more roads than rails (1) so easier get to a wider variety
of destinations by coach (1).
Coach travel is more straightforward (1) and easier to use for moving around a
country (1).
▪
Coach travel is usually cheaper (1) so may be may affordable to more
people/allows people to take more trips (1).
1.1.5 (b) Accommodation & catering
Nov 14 P13
3 (b) Explain three ways in which large international resort hotels are likely to meet the
leisure needs of individual guests. [6]
• Gym (1) – continue fitness routine (1)
• Spa (1) – wellness & relaxation (1)
• Kids club (1) – parents free time (1)
• Watersports (1) – enthusiasts/excitement (1)
• Golf/tennis (1) – hobby/pastime (1)
• Beach/pool (1) – sunbathing (1)
June 14 P12
3 (c) Accommodation providers such as Bushman Rock Safaris can help to promote
sustainable or ‘green’ tourism. State three practices that have been introduced by
accommodation providers in many destinations and explain how they help to make
tourism sustainable. [6] [Low cost/budget]
Award one mark for the identification of each of three green practices and award a second
mark for an appropriate explanation of each. Valid ideas include:
• energy saving (1) – bulbs/switches/panels (1)
• local building materials (1) – eco-friendly (1)
• linen (both towels and sheets) reuse programme (1) – cut down washing/water usage (1)
• low flow showerheads (1) – reduce water consumption (1)
• provide guestroom recycling baskets/bins (1) – support recycle programmes (1)
• uses bulk soap and toiletries (1) – cuts waste, as opposed to individually wrapped (1)
• apply window tint/film (1) – reduce heating and cooling loads in guestrooms (1)
• provide guests with bicycles, walking maps, information on public transportation (1) –
reduce tourist carbon footprint (1)
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• educate staff and/or guests about greenness (1) – by offering brochures and signs for
guests to follow and learn about hotel practices (1)
Credit all valid illustrations.
June 14 P12
4 (d) Visitors to National Parks tend to be a mix of domestic and international tourists
as well as day and staying tourists. Discuss the range of accommodation and catering
options that are available in many National Parks. [9]
This requires some thought and we are to credit all types of accommodation/catering
provision that are viable in National Park context, ranging from 5* full–board luxury to camp
sites and bunkhouses with limited services. Progress through the levels will be achieved by
reference to visitor types and meeting their needs.
Level 3: [7–9 marks] Candidates will show a clear understanding of the question and include detailed
identification and explanation of particular accommodation and catering options, clearly indicating
their relative importance and significance to the types of visitor. The candidate effectively discusses a
range of options leading to a valid conclusion.
Jun 14 P11
1 (a) Identify from Fig. 1 four ways in which some U.S. hotel chains are attempting to
appeal to the Chinese market. [4]
Award one mark for the correct identification of each of four from:
• adding popular Chinese dishes to full-service restaurant menus
• traditional Chinese breakfast
• chinese television stations in guestrooms
• introducing guestroom amenities such as slippers, tea kettles, and a selection of chinese
teas
• concierge who speaks fluent Mandarin
Jun 14 P13
1 (a) Identify from Fig.1 four ways in which a formal dining experience has been created
in an outdoor desert environment.[4]
Award one mark for the correct identification of each of four valid ways shown on
Fig. 1 such as:
• carpets
• lghting
• tables 2 sizes/styles
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•
•
•
•
place settings
cutlery/glass/napkin
cushions not chairs
table decorations
Jun 14 P13
1 (b) Discuss the likely advantages to both the hospitality provider and the event organiser
of having the tables numbered. [6]
This is set in the context of meeting customer needs and numbered tables will allow:
• organiser to create seating plan
• avoid congestion issues due to overbooking
• aids guest management
• staff assigned to particular tables
• increases efficiency and speed of service
Note the candidate MUST address BOTH aspects or a 4 MAX limit will apply.
Use level of response criteria
Level 2 [3–4 marks] can be awarded for an analysis of selected ways, clearly
explaining the use and value of numbered tables.
Level 3 [5–6 marks] can be awarded for evaluative comment about the ways in
which BOTH provider and organiser benefit from table numbering. The better
answers will have a reasoned conclusion.
Jun 14 P13
1 (C) The hospitality provider created a customer comment card for use at the corporate
event. Explain why guests were invited to comment about the following: [6]
In each case award one mark for the identification of a valid reason and then award a second
mark for an appropriate explanatory amplification in customer service terms.
•
•
•
The welcome they received on arrival to know if staff were following procedure
(1) to assess whether procedures need modifying (1)
the speed of service to judge layout efficiency (1) enough staff on duty (1)
their overall dining experience acts as benchmark (1) – standards expected (1) –
menu suitability (1)
Nov 18 P12
4 (b) Suggest one type of accommodation suitable for each of the following customer
types. Give reasons for your choices. (6)
Adventure tourists: hostel (1) where they can go in and out at various times and where there
will be places that they can store their equipment. (1)
Groups of young people: camping/apartment (1) cheap/plenty of space (1)
Business tourists: hotels (1) as they have conference facilities/internet access/close to
transport links (1).
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Nov 14 P12
3 (b) Discuss the reasons why many accommodation providers, such as the one shown in
Fig. 3 (Insert), display awards outside their premises. [6]
Candidates are expected to appreciate that such awards serve several purposes such as:
• They are a sign of quality assurance
• Can be used for promotional purposes
• Independent assessment
• Meeting of benchmarked standards
• Allow comparison with rivals
• Give some comparative advantage
Jun 19 P11
2 d) Discuss the appeal of an international hotel chain to business customers. (9)
Indicative content:
▪
▪
▪
▪
▪
▪
▪
▪
▪
▪
International hotels may provide business facilities such as office workers
/copying/internet/computer facilities.
Likely to be in hub cities/places that are easy to get to because this will be good for
business customers as they are close to their place of work.
They can provide meeting facilities and also video conferencing facilities.
They can provide transfers to and from the airport and major transport hubs.
They can provide clothes cleaning facilities.
International chains will be of a known standard and it will be the same in all
countries.
Customers know what to expect from certain brands and this would be common
wherever they are so their visits will be relatively stress free. With constant use these
groups will provide financial incentives and special offers which will make them
more popular.
People feel more confident using international chains rather than a local hotel as its
capabilities are unknown.
International chains are likely to be easier to book than small local hotels.
International chains are likely to have multilingual staff and information.
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June 15 P12
4 (b) Large international hotels usually provide guests with a variety of food and
beverage facilities. Describe the characteristic features of each of the following:
In each case, award one mark for each of three valid descriptive statements.
Coffee shop:
• Open all day – some 24 hrs (1)
• Often used to serve breakfast (1)
• Range of items – mainly snack variety (1)
• Waiting staff for table orders (1)
Fine dining restaurant:
• Formal with silver service (1)
• High staff/guest ratio (1)
• Maitre’d in charge (1)
• Wine waiter/sommelier (1)
• Extensive a la carte menu (1)
In both sections, credit all valid descriptive statements following the 1 + 1 + 1 × 2 format.
June 15 P12
4 (c) State three services usually provided by large international hotels for business
customers and for each explain how it meets a customer need. [6]
Award one mark for the identification of each of three valid business services and award a second mark
for an appropriate explanatory comment about each. Expect to see any of:
Meeting rooms (1) – such as ballroom for conferences and exhibitions (1)
Internet access (1) – so guests can attend to work emails (1)
AV equipment (1) – for presentations and displays (1)
Business lounge (1) – quiet area to work with Internet access and secretarial support (1)
Business class rooms (1) – usually on separate floor for quiet and furnished with a work
station desk (1)
Credit all valid services
•
•
•
•
•
Nov 15 P12
3 (a) Identify from Fig. 3 (Insert) four ways in which the L’Heure Bleue resort attempts
to minimise its negative environmental impact on Nosy Be. [4]
Award one mark for the correct identification of each of four ways from:
• solar power installation
• water supply comes from the surrounding hills
• wastewater is collected and processed
• filters made of coconut and dead coral
• waste water feeds the garden
• compost made of food waste
• comprehensive recycling system is in place.
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June 16 P12
3 (b) Some hotels in Costa Rica are certified for their sustainable practices. Explain three
eco-friendly practices hotel providers can adopt in their rooms. [6]
Award one mark for the identification of each of three valid practices and award a second mark
for an appropriate explanation of each. Valid ideas include:
• Energy saving (1) – bulbs/switches/panels (1)
• Local building materials (1) – eco-friendly (1)
• Linen (both towels and sheets) reuse programme (1) – cut down washing/water usage(1)
• Low flow showerheads (1) – reduce water consumption (1)
• Provide guestroom recycling baskets/bins (1) – support recycle programmes (1)
• Use of bulk soap and toiletries (1) – cuts waste as opposed to individually wrapped (1)
• Educate guests about Green issues (1) – by offering brochures and providing signs for
guests to follow and learn about hotel practices (1)
Credit all valid practices.
Nov 19 P12
1 (c) Suggest three types of accommodation that would be suitable for a national park.
For each justify why. (6)
Award one mark for the identification of the type of accommodation and the second for the
justification.
•
•
•
•
Hostels/camp sites with storage facilities (1) as most visitors may be doing outdoor
activities and will need somewhere for outdoor gear to dry/be stored. (1)
Guest houses in small villages (1) where tourists can get cheap accommodation with
minimum impact on the environment (1)
Adventure centres (1) where tutors/guides are available/equipment can be hired (1)
Youth hostels which are cheap accommodation types (1) for younger visitors who have
a small budget. (1)
Accept any other reasonable answer.
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June 20 P12
2 (a) Explain why camp sites would appeal to each of the following types of customers:
(4)
Award up to two marks for explanation of the appeal to each customer type.
families:
Can use caravans with their cars (1) which would allow them to travel where they want to go/it
would be cheaper for them than hiring a car (1)
Families with young children may like the camps as there is plenty of room
(1) and plenty of things to do/they can do what they like when they like. (1)
back packers:
More freedom to arrive without bookings/reservations (1) flexibility offered with length of
stay/freedom to be self-contained/independent (1)
Camp sites are generally cheap/inexpensive (1) so can be used by those on a tight budget (1)
Accept any other reasonable answer.
June 20 P12
2 (b) Explain three products or services which could be provided for international visitors
at a camp site. (6)
Award one mark for identification of the product or service and a second mark for explanation.
▪
▪
▪
▪
Camp sites may have multi-lingual staff (1) so that all guests can make their requests
known easily (1)
Camp sites may provide currency exchange (1) which would be useful as guests would
not have to search for a bank or other office. (1)
Camp sites may have local guides and other tourist information printed in a variety of
languages (1) and this would enable the international visitors to be able to find their
way around (1)
Camp sites will also provide information about its services in the form of symbols (1)
this is easily understood by all visitors (1)
Accept any other reasonable answer.
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Nov 14 P13
1 (a) Using Fig.1 describe two appropriate advantages to the hotel of using the terrace for
the service of buffet meals. [4]
• Adjacent to main building (1) for waiters to obtain food/drink orders efficiently
(1)
• Stone floor easily cleaned (1) and requires only limited maintenance (1)
• Spacious (1) so furniture and tables can be moved easily (1)
Nov 14 P13
1 (b) Sometimes the hotel will hold a themed event such as ‘Mexican Night’. State three
methods [6]
• in-room tv advert (1) – makes use of existing hotel system (1)
• in-room news letter or information sheet (1) – hotel can be sure each guest
receives
one (1)
• notice in reception and/or at the restaurant entrance (1) – highly visible (1)
• menu insert or table advert at a previous meal service (1) – seen by current users
(1)
• word of mouth from restaurant staff(1) – personal contact (1)
Credit all valid reasoning in context.
Nov 16 P13
1 (c) Explain three advantages to customers of the use of accommodation grading systems.
[6]
Award one mark for the correct identification of each of three valid advantages and award a
second mark for an appropriate explanatory development about each one. Correct answers
include:
• Quality assurance (1) – higher rating means better quality and more services (1)
• Allows them to make broad comparisons between rival providers (1) – to see who offers
value for money (1)
• Grades awarded independently (1) – so can have confidence in broad accuracy of results
(1)
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• Encourages consistency within the marketplace (1) – providers can only improve their
grading by providing more (1)
• Easy system to understand (1) – recognised by number of stars etc. (1)
Nov 14 P11
3 d) Evaluate the extent to which the type and number of accommodation providers
changes as a destination passes through the different stages of the Butler model of
destination evolution. [9]
This requires careful thought and it is quite acceptable to provide a theoretical account.
However, the question requires BOTH type and number of providers to be considered and
answers failing to make this clear will remain at 5 MAX.
Better responses will clearly point out how both type and number of providers vary stage by
stage, such as:
a. EXPLORATION – Very small tourist numbers and few, if any, tourist facilities
b. INVOLVEMENT – Small number of tourists, mainly independent travellers,
with some local facilities being developed e.g. small hotel & B&Bs
c. DEVELOPMENT – Visitor numbers rising rapidly with an increase in both
foreign owned facilities (hotels) and the expansion and upgrading of the local
infrastructure (camp sites, hostels etc.)
d. CONSOLIDATION – Further increases in number of tourists, with Mass
tourists the largest component. The addition of facilities reaches a peak (full
range of provision) as carrying capacity limit is approached.
e. STAGNATION – Tourist numbers reach peak and facilities show signs of age
– facilities at their highest numbers
f. REJUVENATION/DECLINE – Either tourist numbers rise again due to new
innovations or they will fall as old-fashioned mass tourism lingers on but
number of providers fall and 4/5* properties replaced by budget operators.
Nov 16 P12
2 (a) State four features of a fine dining restaurant. [4]
The Fig. 1 image provides candidates with plenty of possible clues. Award one mark for the
correct identification of four valid features such as:
• A la carte menu
• Silver service
• Signature dishes
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• Formal table settings
• High staff/guest ratio
• Maître d’
• Sommelier
• Need for reservations
Credit all valid statements relating to fine dining restaurants.
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1.1.5 (c) Tour operations & travel agencies
Jun 16 P11
4 (b) The tours and holiday packages offered by Special Holidays Travel are examples
of intangible products. Explain how Special Holidays Travel can overcome product
intangibility. [6]
A tour operator or a travel agent cannot provide for the testing or sampling of a tourism
product such as a package holiday. The problem may be overcome by:
• printing a wide range of literature
• innovative web-based content, including client reviews
• producing videos/CDs
• providing the product on a special offer in an attempt to increase tangibility
Fig. 4 gives some emphasis to two other aspects:
• the images used to illustrate and to give an impression of the product
• trade logos – professional association membership/affiliation are a sign of
quality and offer customers reassurance
June 17(2) P12
3 (d) Ecotourism resorts attract different types of tourists. Justify how a tour operator
might change the cost/quality ratio of a holiday package to an ecotourism resort in
order to appeal to different tourists. (9)
Tour operators will change the cost/quality ratio of a holiday package so that they can:
make more money
gain a greater market share
Level 3 (7–9 marks)
Explanation of the cost/quality ratio and how changing this works to appeal to different
tourists. At the top end, a conclusion will be included.
Exemplar
Cost/quality ratios will be changed by tour operators as part of their business strategies. If
they do this then they will introduce other aspects into their products and they will do this in
order to diversify their products so that they will gain a greater share of the market.
If a tour operator reduces the quality of an accommodation package and alters the type of
transfer or board arrangements then they can charge a different price either higher or lower.
They will do this to access a different type of tourist/customer and by doing this they will
gain a greater share of the market and will make more money.
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If luxury or higher quality products are included then higher prices can be charged and a
different type of customer group will be accessed. For example with safaris – sometimes
basic camping and travel packages can be provided. This will be done at a particular price but
if the same company offers a safari with luxury accommodation and jeep rather than mini bus
or coach transfers then much higher prices can be charged for the same holiday.
June 20 P12
3 (c) Explain three reasons why some tour operators follow responsible tourism
practices. (6)
Award one mark for each reason and a second mark for an explanation.
•
•
•
•
Tour operators follow responsible tourism practices so that they can educate tourists
(1) so that their customers will behave in a responsible manner when they are on
holiday which will support the local people (1)
Tour operators will support responsible tourism practices because this will be popular
with the local people (1) and therefore they may gain a commercial advantage from
this practice (1)
Tour operators may adopt responsible tourism practices if they are offering any type
of ecotourism holiday (1) as will make them seem more authentic to their customers
(1)
Tour operators may develop responsible tourism practices so they can educate local
people (1) into finding and using a better way to promote tourism in their country
which will help them maintain/develop their tourism industry (1)
Accept any other reasonable response.
Jun 16 P11
4 d) Discuss the ways in which tour operators can encourage responsible tourism. [9]
Responsible Tourism is an aspiration that can be realised in different ways in different
originating markets and in the diverse destinations of the world. We should therefore reward
any comments about:
• operators generating greater economic benefits for local people and enhancing
the wellbeing of host communities e.g. improving working conditions and access
to the industry
• making positive contributions to the conservation of a destination’s natural
and/or cultural heritage
• providing more enjoyable experiences for tourists through more meaningful
connections with local people, and a greater understanding of local cultural, social
and environmental issues
Nov 18 P11
3 c) Explain two benefits to specialist tour operators of providing ancillary services. (6)
Benefits include:
▪ Competitive advantage (1) offering something that other operators don’t offer (1)
which increases market share (1)
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▪
▪
Opportunity to gain more income (1) customers pay separately for these services (1)
chance to earn more profit/be more successful (1)
Expansion of business operations/product base (1) to appeal more widely to different
types of customers (1) and at different times of year/season (1) Offering additional
services increases customer satisfaction (1) and meets more diverse needs (1) thus
improving the company image (1)
Jun 17 P 11
4 b) Explain three reasons why tour operators offer ancillary products and services. (6)
Award one mark for identification of the reason and a second mark for expansion.
Correct answers include:
▪ Tour operators will offer ancillary services because it will add to their income
(1) because people see that they are on offer when they book their flight or
holiday and will book as it is easier for them. (1)
▪ If they have these services on offer they may attract new customers or repeat
customers the next time they book (1) because they were satisfied that they got
a good deal. (1)
▪ If they can offer a wide variety of services to their customers at reasonable
prices then people will buy them (1) and this will increase their market share
(1).
▪ Customers see that they can purchase all they need for their holiday (1) which
shows that this is a good marketing tool because they will buy them alongside
their flight or holiday. (1)
Jun 19 P11
1 c) Explain two ways a tour operator can make money in addition to selling package
holidays. (6)
▪
▪
▪
Tour operators do not just sell holidays, many own their own airlines (1) and
will often fill flights (1) by selling air tickets to a destination (1)
They will provide the services of a holiday rep (1), who would provide other
services such as booking excursions (1) which may be provided by the tour
operator. The rep can also help with booking other facilities such as hire cars
(1).
They can sell hotel rooms (1) or provide cruise ships (1) without the transport
aspect of the package holiday (1).
Nov 19 P11
4 b) Explain three benefits to tour operators of exhibiting at a trade fair. (6)
•
•
•
Conference facilities (1) so they can discuss business with others (1)
Internet facilities (1) to allow contact with head office or suppliers to advise about
purchases (1)
Increase awareness of themselves (1) lots of people attend trade fairs who may not be
aware of the tour operator (1)
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•
•
Can showcase themselves (1) show people what they have on offer (1) Discuss
offerings with others in person (1) be able to make contacts/form new working
relationships (1)
Meeting other businesses (1) who are possible partners in their work (1)
Jun 15 P11
2 (d) With reference to one destination with which you are familiar, evaluate the
facilities that are available to host exhibitions and trade fairs. [9]
This must be specific to a particular destination to progress beyond Level 1. Every
destination has at least 2 hotels that have some sort of exhibition space (so reward named
details) and an evaluation of both could obtain a score in Level 3. Better responses will no
doubt feature a wider selection of facilities, such as:
•
Hotel ballrooms etc.
•
Conference centres
•
Sports venues
•
Educational venues
•
Municipal buildings
•
Attractions hiring out space
Use level of response criteria
Level 1: [1–3 marks]
Candidate identifies/describes some valid types of facility within an identifiable destination.
Information may be a list of types but explanations are incomplete and arguments partial (if
present) and lack coherent organisation or reasoned conclusions. There is little or no attempt
to evaluate.
Level 2: [4–6 marks]
Candidate identifies a number of valid facilities within an identifiable destination. Candidates
will show an understanding of the question and include explanations/analysis of a number of
these, clearly indicating what is available and why business tourists are attracted.
Level 3: [7–9 marks]
Candidates will show a clear understanding of the question and include detailed identification
and explanation of particular facilities within an identifiable destination, clearly indicating
their relative importance and significance to the destination’s business tourism market. The
candidate effectively evaluates a range of options leading to a valid conclusion.
Jun 17 P 11
2 c) Explain why some visitors may prefer to use a travel agent to book a holiday rather
than booking independently. (6)
Can include the following points:
• Feel safer dealing with a person.
• Add on services and products are available.
• Can get information and advice.
• May not feel that they can do it independently via the internet.
• Think that it is financially more secure.
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•
•
Possibly cheaper due to bulk buying of tickets.
Trade legislation gives the public confidence and protection.
Nov 20 P12
3 (b) Explain how a travel agent may help customers under the following
circumstances: (6)
Award up to three marks for the explanation given to each situation.
when a tour operator goes out of business before the date of the holiday:
Travel agents can contact their customers (1) and offer them a replacement/alternative
holiday (1) so customers are not disappointed (1) They can offer their clients a refund (1) as
this will allow them to go and book an alternative holiday (1) and ensure customers do not
lose money (1)
when a natural disaster occurs during the holiday:
Travel agents can contact the tour operator (1) to inform them of the procedures are being
followed (1) this information can then be given to customers to reassure them (1)
Travel agents will be able to advise travellers/tour operators (1) about the problems of going
to a certain destination and offer alternatives (1) to make sure customers are kept safe/out of
the danger zone (1)
Accept any other reasonable response.
June 19 P12
1 (b) Explain three ways a travel agency can meet the needs of families. (6)
Award one mark for the identification and the second mark for the explanation.
▪
▪
▪
▪
Travel agencies can search through a large number of tour operators quickly (1) and
they will have expert knowledge of good destinations (1).
Travel agencies can provide discounts for families (1) and therefore the holiday will
be cheaper (1).
Travel agency staff can advise on the best destinations (1) and will be able to sort out
good accommodation for families (1).
It will be quicker to go to the travel agents (1) as they will be able to do everything for
family and you will be able to book insurance and excursion tickets or car hire with
them (1).
Accept any other reasonable answer.
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Nov 18 P11
1 b) Describe three services that holiday representatives may provide for customers. (6)
▪
▪
▪
▪
▪
This can include booking excursions and car hire for travellers (1), they offer advice
on visits and excursions (1).
They also put on entertainment (1) such as parties for their customers to supplement
their income (1).
They provide advice and assistance (1) to their customers if they get into difficulties
i.e. get robbed or lose passports (1).
Meet and greet at airports (1) they accompany tourists on transfers (1).
Candidates should be credited for any other relevant points made.
Jun 17 P 13
3 b) Explain three ways travel agencies use new technology. (6)
▪
To research holidays and put together individualised holidays (1) through the use of
the internet. Travel agents can create individualised brochures for tourists (1)
▪
Booking of holidays and tickets to attractions (1) this requires the travel agent to liaise
with the organisations to book seats, etc. this can be done quickly through the
websites or through the use of e-mail. (1)
▪
Putting together guides (1) with researched material on the things which their
customer is interested in, these can be sent to the customer who can then print them
off or use them on a tablet or mobile phone. (1)
▪
E-mailing tickets to customers (1) customers can then use electronic tickets easily
while travelling and they won’t be lost.
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1.1.5 (d) Visitor attractions
▪
Built attractions
Nov 19 P12
4 (a) State four ways the attraction shown in Fig. 4.1 might provide information and
advice to customers. (4)
Award one mark for each method of providing information.
• Maps and signs (1)
• Website (1)
• Guides so that people can understand the destination (1)
• Guidebooks/leaflets (1)
• Tablets/audio devices which can borrowed (1) Customer service
points/information desks (1)
Accept any other reasonable answer.
Nov 15 P12
1 (c) Discuss the view that smaller visitor attractions are able to provide very high levels
of customer service.[6]
Candidates are being invited to form a valid argument and all contexts are quite
acceptable.
However, it is important that candidates are able to offer some form of precise
illustration.
We can expect to see a variety of possible references to aspects such as:
o
o
o
o
smaller scale of operation reduces pressure and allows more attentive service
many use volunteers who have an interest in the venue
this can mean that staff are motivated
staff can then provide an appropriate visitor experience
Level 3 (5–6 marks) can be awarded for evaluative comment and the better answers will
have a reasoned conclusion.
June 18 P12
1 (a) Describe the likely appeal of theme parks to the following customer types: (4)
Award one mark for each correct description of an appeal to the visitor type. Award up to two
marks for each visitor type.
Correct ideas include: Families:
All-inclusive tickets/plenty for all age groups/food available/may have special offers/open all
year/themed events/birthday parties (1)
Business customers:
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Conference facilities/offers and groups tickets/team bonding events/place to relax after
meetings (1)
Accept any other reasonable suggestions.
▪
Natural attraction
June 14 P12
4 (c) Identify and explain three ways in which the site is being managed to avoid
negative environmental impacts. [6]
• visitor centre (1) – manage arrivals avoiding congestion (1)
• opening times (1) – management strategy to limit access (1)
• litter bin (1) – reduces pollution (1)
• no smoking/fires (1) – reduces fire risk (1)
• no dogs/music and no touching (1) – disturb penguins (1)
• no drinks/glass (1) – reduces pollution (1)
Nov 19 P12
2 (b) Explain three ways natural areas, such as those shown in Fig. 2.1, could encourage
sustainable tourism. (6)
Award one mark for the identification of the way sustainable tourism could be encouraged
and the second mark for the explanation.
•
•
•
•
•
•
Sustainable practices to conserve the environment and local communities should be
put in place (1) such as paths/walkways to avoid areas where animals are nesting/to
keep foot traffic away from places in danger of erosion (1)
Local/sustainable materials should be used in building any tourist facilities
so that everything is in keeping with the local environment/the development blends in
with surroundings (1)
Materials used should be recycled (1) so impacts of rubbish are minimised/less
rubbish is generated for landfill sites (1)
Recycling facilities/bins provided around the site (1) rubbish would be recycled rather
than going to landfill (1)
Signposts (1) to encourage tourists in the behaviour that is wanted so as to minimise
disruption in the area (1)
Accept any other reasonable answer.
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Jun 19 P13
2 c) Explain three ways beach tourism can be managed sustainably. (6)
▪
▪
▪
▪
▪
▪
▪
Authorities may restrict times that visitors may be allowed on the beach (1) as this
would prevent erosion and overcrowding at popular times of day (1).
Visitors may not be permitted to take food or drink cartons onto the beach (1) in an
attempt to prevent pollution through the deposition of rubbish on the beach (1).
Zones may be established along the beach (1) where certain activities such as beach
volleyball could be undertaken as this would prevent the disturbance of wildlife (1).
Bins may be provided for visitors (1) to recycle their rubbish like plastic water bottles
(1).
Access points could be restricted to certain places (1) this may reduce numbers if some
are not so accessible (1).
Signs may be used (1) to encourage people to respect their environments and place
rubbish in proper places and avoid disturbing animals and sea creatures (1).
Beaches can be swept at night or in the early morning (1) and this would remove any
visual rubbish and keep them looking neat and tidy which may encourage the visitors
to do the same (1).
Nov 15 P13
1 b) With reference to Fig. 1a (Insert), assess the extent to which Bruges has solved
the problem of traffic congestion in the city centre. [6]
This simply involves a consideration of the following facts itemised in Fig. 1a:
a. a traffic plan
b. divert all traffic
c. a ring road
d. only one fixed route allows general traffic to come close to the city centre
e. 30 km per hour speed limit
f. coaches bringing day visitors no access at all to the historic centre
g. bike schemes
Jun 17 P 13
4 b) Explain three methods the Valley of the Kings has used to protect its cultural
heritage from the impact of tourism. (6)
Correct answers include:
▪ Dehumidifiers to take moisture from the air (1) which preserves the painting and
plaster (1).
▪ Glass screens (1) to prevent the wall paintings from being touched (1).
▪ Rotation system (1) to control visitors to the tombs so that they can be regularly
closed off and maintained (1).
▪ Ticket system (1) so that numbers in the tombs are restricted (1).
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1.1.5 (e) Ancillary service provision
June 17(2) P12
4(b) Explain three reasons why budget airlines offer ancillary services to their
passengers. (6)
Award one mark for the identification of a correct reason and a second mark for explanation.
Correct answers include:
▪ To make a profit (1) by offering additional services that passengers have to pay extra
for means the airline will increase its profit (1).
▪ To gain a greater market share/competitive advantage (1) e.g. not all airlines offer
bookable seats so doing so will give the airline an advantage (1)
▪ To attract more passengers (1) offering a greater variety of add-ons may appeal to a
wider market (1)
▪ If airlines make more money from selling services they may be able to reduce
operating costs and ticket prices (1) thus appealing to more travellers (1)
Jun 14 P11
2 (b) Tour guides are often employed in ecologically sensitive destinations. Explain three
ways in which the use of guides reduces the risks of negative environmental impacts. [6]
The key point here is that the candidate MUST relate a guide function to an impact
minimisation. Award one mark for the correct identification of each of three valid functions
and award a second mark for an appropriate explanation of each in context. Valid responses
will include:
• selecting routes (1) – avoiding sensitive areas and wildlife disturbances (1)
• keeping to paths (1) – avoids trampling (1)
• monitor behaviour (1) – stops littering, picking plants, etc. (1)
• answering questions (1) – can educate and promote responsible behaviour (1)
Credit all valid reasoning in context.
Jun 19 P13
4 a) Suggest four ancillary services offered by a coach tour company. (4)
▪
▪
▪
▪
▪
▪
▪
Can book seats in advance.
Can book onward travel.
Could obtain refreshments on board.
Services of a guide.
Purchase insurance cover.
Purchase tickets for attractions.
Entertainment may be provided.
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1.2.1 (a) (i) - Types of external customers of the T&T organisation
Jun 15 P12
1 (b) Attractions that follow the Code of Practice will meet the needs of most external
customers. Explain three ‘reasonable adjustments’ for disabled people that are found at
many visitor attractions. (People with specific needs)
an adjustment or alteration to an existing facility is being made. Correct ideas include:
Ramps (1) – allow wheelchair access (1)
Lifts (1) – avoid using stairs (1)
Hearing loops (1) – for deaf (1)
Tactile signs (1) – for blind (1)
Credit other valid aspects such as door widening, counter lowering and disabled toilet etc.
•
•
•
•
Jun 15 P2
1 (c) Explain three ways by which many travel and tourism organisations meet the
needs of customers for whom English is not their first language.
Be careful of candidates repeating themselves and avoid awarding double credit.
Award one mark for the correct identification of each of three appropriate methods
and award a second mark for an explanatory development of each. Correct ideas will
include:
Multi-lingual staff (1) – to communicate effectively with customers in person (1)
Print material/website in different languages (1) – so that customers can read (1)
Tours & attractions have language tapes (1) – so customers understand (1)
International signage (1) – symbols understood by all (1)
Credit all valid reasoning.
•
•
•
•
June 14 (2) P12
1 (a)Describe two ways airline staff may meet the needs of disabled travellers. (4)
[People with specific needs]
Award one mark for identification of a way and a second mark for expansion.
▪
▪
▪
▪
Assisting embarkation (1) helping the passenger onto the plane and to their seat
(1)/taking them to the front of the queue to ensure no waiting (1)
Provision of extra leg room (1) planes have certain seats which have a larger space
and staff ensure these seats are given to those passengers who need the extra room (1)
Wheelchair accessibility on/off planes (1) staff bring a wheelchair to the plane ready
for the passenger to use (1).
Use of braille on menus etc. (1) staff would provide these to passengers who need
them so that they have all the same information as other passengers (1)
Plus any other reasonable answers
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Nov 18 P12
3 (b) Suggest two ways the car ferry company may cater for the specific needs of each of
the following customer types: (6)
People with mobility difficulties: would require doorways to be wider (1), ramps could be
provided (1), lifts from car deck (1), personnel to help with lifting/moving (1) wheelchairs
available (1).
People with sensory difficulties: may require braille/embossed signs (1) hearing loop
systems (1) or being able to have a guide dog with them. (1) images on signs (1) different
coloured lighting (1) textured walkways (1) route markers (1) lifts talk (1)
People with special dietary requirements: labels on food (1), provide vegan/halal/kosher
meals (1) providing allergy information (1) providing gluten/dairy free options (1) trained
staff who know what is in each meal (1)
Award one mark for each relevant point to a maximum of two for each customer type.
Jun 19 P13
1 b) Explain one way the zoo meets the needs of the following visitor types: (6)
people with sensory disabilities:
Braille notices (1) helps those who are visually impaired (1).
Signposts and maps around the zoo (1) will help those who may have audio difficulties (1).
Audio tours(1) will help those with sight problems (1).
visitors with special dietary requirements:
▪
▪
Restaurant copes with all dietary requirements e.g. vegetarian (1). therefore everyone
should be able to find something suitable to eat (1). Children’s meals are available (1)
so foods that they would eat are available (1).
Restaurants provide kosher and halal options (1) to cater for those with religious
belief that do not allow them to eat certain things (1).
foreign visitors:
▪
▪
▪
Leaflets are available in various languages (1) so that foreign visitors will understand
(1).
Signs/signposts will be around the zoo (1) so foreign visitors will be able to see where
all things are and find their way around (1).
Maps are available in different languages (1) so foreign visitors can find their way
around the zoo (1).
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There are also lots of food options (1) for visitors who want to eat food they are familiar with
(1).
Jun 17 P 13
1 d) Evaluate the ways a hotel group can meet the needs of different types of external
customers. Use examples to support your answer. (9)
Candidates will have to show that they are familiar with the needs of the external customer
and show they know what they are; they can include:
▪
Special needs e.g. disabled access, special menus, etc.
▪
Accessibility such as parking and access to transport links
▪
Value for money
▪
Health and safety
▪
Good staff attitudes
Hotels can meet these needs by: ramps and other physical alterations, menus in large fonts or
braille, use of foreign languages, they can offer advice via staff members, they can provide
information such as maps and guides, book tickets, etc. maintain all health and safety
regulations so that customers feel safe. Prices can be clearly displayed and special offers
should be widely advertised.
Exemplar
Hotel groups receive a wide range of external customers and therefore have to put in place a
number of strategies to ensure they meet their needs. Foreign visitors would need to make
sure that they could be understood and that they can understand what is needed or how they
get something so some signs could be in different languages, their reception staff could offer
a variety of languages and menus and other written information could be in different
languages. Major groups like the Hilton will do this throughout their premises. They also
have a duty of care towards their customers and have to make sure that they have facilities
for guests with special needs which could be something like signs in braille or larger fonts on
notices to ramps, wide doorways and walk in showers for wheelchair users.
Other external customers will need easy access to the hotel e.g. clear signposts and car
parking available. They would also want to feel confident that they could get to their flights
or trains on time too and would want the reception/concierge to be able to get taxis when
required. Most large hotels chains, such as Holiday Inn, will do this.
If these are put into place customers will be happy and will no doubt return or tell others.
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1.2.1-(a) (ii) – Needs of external customers of the T&T organisation and
how to meet these need
June 15 P12
1 (d) With reference to specific job roles within one travel and tourism organisation with
which you are familiar, assess what is done to ensure customer comfort and safety. [9]
The syllabus requires candidates to be familiar with three job roles. The question requires
candidates to identify at least one comfort and one safety idea. However, points must relate to
selected jobs – what can go wrong to cause a risk to customer safety? What is done to ensure
the customer is comfortable? Depending on the job roles selected, issues can include:
• Preparation of service environment
• Removal of offending items
• Following set task-related procedures
• Checking faulty good/product/item
• Clearing spills/damage etc.
This is all about the context and candidates making generic statements about
non-specific job roles cannot move into Level 2. Max 5 if only covering comfort or safety,
both aspects must be covered to exceed 6 marks.
Level 3: [7–9 marks] Candidates will show a clear understanding of the question and include
detailed identification and explanation of particular service procedures, clearly indicating
their relative significance in creating a safe and comfortable service environment. The
candidate effectively assesses these, leading to a valid reasoned conclusion.
Nov 15 P12
1 (d) For one job role within a travel and tourism organisation with which you are
familiar, assess the ways in which employees deal external customer complaints.[9]
Points MUST relate to the chosen job – what is done when the customer complains? When
dealing with complaints there are a number of factors to take into account and all employees
will be expected to observe guidelines such as:
• listen carefully
• apologise in general terms
• never argue
• agree the solution with the customer.
Complaints can come in a variety of forms such as face to face, by telephone or by post. The
complaint may not be directed specifically at the person who answers the complaint but as a
representative of the business, that person may have to deal with it.
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This is all about the context and candidates making generic statements about a non-specific
job role cannot move into Level 2.
If more than one job role considered credit to be given to the best/most appropriate
illustration only
Level 3: [7–9 marks] Candidates will show a clear understanding of the question and include
detailed identification and explanation of particular complaint responses, clearly indicating
their relative significance in maintaining service standards. The candidate effectively assesses
these, leading to a valid reasoned conclusion.
June 16 P12
2 (a) With reference to Fig. 2 (Insert), describe two ways in which the restaurant failed
to meet the needs of the visiting family. [4]
Award one mark for the identification of each of two aspects and then a second mark for a
descriptive development of each.
Valid responses will cover:
• Staff’s poor English (1) – leads to serious misunderstanding (1)
• Costs of crab not made clear (1) – use of ‘big/small’ insufficient clarity (1)
• Complaint should have been immediately addressed (1) – not rely on Singapore Tourism
Board involvement (1)
Nov 16 P12
1 (b) Other than signs, explain three ways in which travel and tourism organisations can
make information available to external customers. [6] [Information and advice]
Award one mark for the correct identification of each of three valid ways and award a second
mark for an appropriate explanatory comment about each. We should look to credit ideas such
as:
• website (1) – Internet global and available 24/7 (1)
• email/social media (1) – instant alerts (1)
• brochures by post (1) – direct marketing to targeted individuals (1)
• call centre (1) – telephone helpline (1)
• office/agency (1) – personal contact (1)
• tour guide/rep (1) – changes to arrangements, itinerary etc. (1)
In addition, we can credit responses that focus on a hotel context and make reference to
things like:
• In-room TV advert (1) – guests will see (1)
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• Newsletter/fact sheet (1) – distributed to each room (1)
• Notice board at facility (1) – details of daily special offer easily seen (1)
• Menu insert (1) – used by all diners (1)
Credit all valid examples. Billboards and posters are not valid answers and should not be
credited.
June 17 (2) P12
1 (c) Explain the procedure that airline staff should follow to deal with this complaint.
(6) [Resolving customer’s problems and complaints]
▪ Answers may contain reference to the following:
▪ Apologise to the customer
▪ Note the problem
▪ Reassure the customer that the complaint will be dealt with
▪ If possible solve the problem
▪ If not then refer to a higher authority etc.
Example:
The main hotel group operating in our town has a set procedure to follow when dealing with
complaints. First of all the customer service operative must offer an apology to the customer
on behalf of their organisation. This is done to defuse any unpleasantness and to reassure the
customer that their complaint is going to be taken seriously. Obviously the hotel group will not
want to receive any bad publicity which could have a negative impact upon their business.
Having done this step the next point will be to make a note of the complaint and to try and
solve the problem if possible. At this point the customer may be offered some service or product
to try and recompense them for their situation. Once again this is done to help maintain the
image of the hotel and hopefully the customer will go away and give a good account of their
experience. If the complaint cannot be dealt with at this point then the customer should see that
it has been passed on and that it is being treated seriously. The customer should be given a time
frame within which their complaint will be resolved.
Level 3 (5–6 marks) A detailed description of the steps to be followed along with some
justification for their inclusion. Some conclusion as to the effectiveness of the policy may be
found.
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Nov 19 P11
4 d) Discuss why consumer protection is important in the travel and tourism industry.
(9)
Indicative content:
•
•
•
Holidays and travel are major expenses and people invest a lot of their money in
travel.
World situations change quickly and some areas are very volatile so cancellations and
alterations may be needed.
People need to be able to have security so that their investment in their holiday is not
lost and it will help to maintain confidence in the industry so that future investments
will be protected and continued.
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1.2.1 (b) (i) - Types of internal customers of the T&T organisation
June 14 P12
1 (a) State four ways in which the concierge team is likely to provide a service to hotel
guests. [4]
Award one mark for the identification of each of four valid services. Correct ideas include:
• give advice e.g. directions
• order taxi
• open/close doors
• carry luggage/parcels/shopping
• make reservations
• order/obtain tickets
Jun 16 P13
1 (a) State four types of information that guests are likely to ask of a front desk agent.[4]
• motel services (1)
• registration issues (1)
• local shopping (1)
• local dining (1)
• travel directions (1)
• Bill itemisation/breakdown (1)
Nov 14 P11
1 (d) With reference to one travel and tourism organisation with which you are familiar,
evaluate the ways in which standards of customer service are maintained during
periods of high demand. [9]
Generic accounts of procedures, not specific to an identifiable organisation, are to be 5
MAX. Thus we should expect to see, depending on the type of organisation selected,
reference to matters such as:
•
•
•
•
•
Extra staff on duty
Extra facilities opened
Managers/supervisors actively involved
Pre-booking facility to minimise unexpected arrivals
Additional supplies pre-ordered
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•
•
Introduction of queue controls
Specific types of training etc.
Jun 14 P11
3 (b) The manager of the ticket office is responsible for improving the standard of
customer service delivered to both internal and external customers. Explain the likely
benefits of: [6]
In each case award one mark for the identification of a valid reason and then award a second
mark for an appropriate explanatory amplification in customer service terms.
• Greeting staff in a friendly, pleasant manner
Create pleasant work environment (1) – encourage similar attitude in staff (1) – pass on
to customers (1)
• Listening to the opinions of staff
Professional practise (1) – obtain feedback (1) – values employee input (1)
• Demonstrating good telephone skills
Acts as benchmark (1) – standards expected (1) – valuable training procedure (1)
Credit all valid suggestions in context.
Nov 14 P11
1 b) With reference to one job role within a travel and tourism organisation with which
you are familiar, describe three ways in which an employee demonstrates his/her
professional ability. [6]
This requires specific reference to three particular job aspects or service functions. The
syllabus clearly requires that candidates be fully familiar with three job roles and it is
expected that they will be able to write about one of them in some appropriate detail. Award
one mark for the identification of each of three valid service functions (i.e. they MUST
pertain to the chosen job role) and then award a second mark for a description of the
professional way in which that function is executed. For example, the case of:
Restaurant waiting staff
• Greeting the guest (1) – smile, make eye contact, say good evening sir/madam
(1)
• Place settings adjusted (1) appropriate to items ordered (soup, fish, steak etc.)
(1)
• Serving (1) from left, clearing from right (1)
• Pouring/opening drinks (1) – serve/pour from right (1)
• Clearing table after main course (1) – remove surplus items, de-crumb & reposition appropriate cutlery (1)
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This is the level of detail expected and tasks not directly related to the chosen job are NOT to
receive any credit.
June 16 P12
2 (c) With reference a named travel and tourism organisation, state and describe one
service task performed by an employee in each of three different job roles. [6]
Award one mark for the identification of a valid service task for the stated job role and then
award a second mark for the service task’s description.
For example, in the hotel context:
1. Waiter – takes guest food orders (1) – having issued menus comes back and writes down
selections for each course and takes to kitchen (1)
2. Receptionist – checks in guests (1) – confirms booking on hotel system, obtains signatures
and issues room key (1)
3.Room attendant – evening service (1) – turns down bed, replaces towels/water etc. as
requested (1)
Jun 15 P13
1 b) Describe three ways in which travel and tourism organisations are likely to
‘provide relevant information regularly’ to their internal customers. [6]
The focus here is regularity i.e. matter of course. Award one mark for the identification of
each of three valid ways and then award a second mark for an appropriate descriptive
development of each. Correct ideas include:
•
Team meetings (1) such as before the start of service (1)
•
Staff room notice board (1) for posting key announcements (1)
•
Bulletins/newsletters (1) distributed to all staff (1)
•
Observation/reviews (1) provide feedback and pass on information (1)
Credit the use of email/web conferencing/even telephone if candidate suggests
these used appropriately e.g. for managers etc.
1 c) Assess the extent to which one travel and tourism organisation with which you are
familiar has been able to ‘create a welcoming environment’ for its employees. [9]
This is about meeting the needs of internal customers and credit is to be awarded only for
points relating to staff and suppliers of the chosen organisation. We should expect to see
reference being made to issues such as:
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•
Staff room facilities (changing, canteen, medical care etc.)
•
Terms & conditions of employment
•
Social activities
•
Training opportunities
•
Safety and security
Use level of response criteria
Level 1: [1–3 marks]
Candidate identifies/describes some aspects of the working environment
within an identifiable T&T organisation. Information may be a list of facilities but
explanations are incomplete and arguments partial (if present) and lack coherent organisation
or reasoned conclusions. There is little or no attempt to assess.
Level 2: [4–6 marks]
Candidate identifies a number of valid facilities or conditions of employment. Candidates
will show an understanding of the question and include explanations/analysis of a number of
these, clearly indicating a degree of welcoming. Level 3: [7–9 marks]
Candidates will show a clear understanding of the question and include detailed identification
and explanation of particular aspects of employment, clearly indicating their relative
significance in creating a welcoming environment. The candidate effectively assesses these,
leading to a valid reasoned conclusion.
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1.2.1-(b) (ii) – Needs of internal customers of the T&T organisation and
how these are met
❖ Safe working environment
Jun 20 P11
1 b) Describe three ways the hotel in Fig. 1.1 could provide a safe working environment
for internal customers. (6)
▪
▪
▪
▪
The hotel can provide training (1) so that all employees know what they should be
doing and how to do it safely (1)
Staff should have a clear line of management to follow (1) so that they know who to
go to for instructions or guidance (1)
Staff should have a room set aside for them to relax in (1) away from their work
station so that they get a break which would be good for them so they are not tired and
likely to make a mistake or have an accident (1)
Providing a working environment which is free from risks (1) that meets all necessary
standards which may be legally binding (1)
Jun 17 P 11
1 d) Discuss how a safe working environment can be created for a cruise ship staff.
(9)
Responses should refer to internal references i.e. relating to staff, not passengers. The
following points can be included:
▪ Ensure that the ships facilities meet the necessary requirements and standards.
▪ Ensure that all staff are well trained and know who has responsibility for
particular aspects.
▪ Have regular updates.
▪ Keep safety drills and practices up to date.
▪ Make sure that all concerns are treated with care and investigated so that staff
have confidence in their employer.
▪ Ensure that the clients are well briefed on the requirements within the ship.
▪ Have notices well posted throughout the ship.
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❖ Training appropriate to their job role
Nov 14 P13
1 (c) During high season the hotel, like many other travel and tourism organisations, will
recruit additional staff. With reference to one travel and tourism organisation with which
you are familiar, evaluate the types of training offered to such employees. [9]
Generic answers, not set in the context of an identifiable T&T organisation, will be subject to
a 6 max limit.
• General induction to organisation
• Job-specific functions
• General customer service skills
Nov 16 P12
1 (c) Choose one job role within a travel and tourism organisation and discuss the training
which is made available to improve employee performance. [6]
This is quite specific and answers must relate to a particular named job role or it will not
progress into Level 2. Vague and generalised comments about types of training are to receive
Level 1 only. The job roles selected may well vary and we should look for role specific
comments, crediting all appropriate suggestions.
For example, a new employee in a given role will wait to be told and shown how to
complete the task. The team leader is demonstrating, explaining, training and giving
feedback to the employee and will be present throughout the time the task is being done.
In time, the team member is skilled, knowledgeable and confident enough to get on with
the task and do whatever is needed.
Level 2 (3–4 marks) can be awarded for an analysis of selected types, clearly explaining how an
improved standard of performance will result
Level 3 (5–6 marks) can be awarded for evaluative comment about the significance of particular types
of training and the better answers will have a reasoned conclusion.
Nov 17 P12
1 (d) Analyse how staff may be given appropriate training for their different job roles in
a travel and tourism organisation. Use examples to support your answer. (9)
Most travel and tourism organisations will have training systems to ensure that employees
know how to do their jobs and as customer service is a key area in the success of their
organisation it is important. Candidates may use their own experiences or examples to
supplement their answers. Answers may contain reference to some of the features listed below:
Candidates must identify training methods in order to access higher mark levels.
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Training methods may include:
Candidates are required to suggest or identify the various types of training that may take place
in a travel and tourism organisation. These can include on the job training which may be dealt
with by another member of staff or by in house training courses where agencies or human
resource departments deal with training or inducting staff. Staff may also be sent on training
courses where they learn how to use equipment or take qualifications which would be relevant
to their role within the organisation for example a hotel chain may send their front office staff
on courses to learn how to deal with the computer systems in use and a designated member of
staff may have to be trained in first aid/ bar staff may be sent to learn how to mix drinks.
Kitchen staff may be instructed in a catering college or may learn some techniques from senior
staff.
Candidates should explain how the training methods they have identified will support staff.
Where appropriate examples should be used to illustrate points being made.
Level 2 (4–6 marks) Various aspects of staff training may be explained or described in relation
to the job roles undertaken/identified.
Level 3 (7–9 marks) Staff training for various roles will be explained and analysed with
suggestions as to the value of the method being used. There will be comments/conclusions
drawn about the value of the training or an evaluation of the training methods.
June 18 P12
1 (b) Explain why staff at a theme park need: (3)
Award up to 3 marks for an explanation of why staff in a theme park need health & safety
training and award up to 3 marks for an explanation of why staff need knowledge of
procedures and routines.
Correct ideas include:
Health and safety training
Health and safety training is needed by staff to ensure that they can operate the equipment
safely (1) this will help to prevent accidents (1) and then possible claims on the company if
anyone was injured. (1)
Health and safety training is required to keep staff up to date with all legal requirements (1),
this means that they will be able to conduct their jobs correctly and prevent accidents
happening (1) and spot when any equipment requires attention (1).
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❖ Knowledge of procedures, routines and performance standards for carrying out
specific duties
Jun 17 P 11
1 b) Explain how each of the problems given below could be resolved.
Problem
How to Resolve
Booking an outside cabin
and being placed inside.
Staff could offer the customers money off
vouchers for a future cruise or a free
excursion. Offers may depend upon the
severity of the problem for example a simple
error may result in a Captain’s table meal.
The staff would have to reassure customers
about entertainment and ensure that the
customer would be aware that they would pass
on complaints. For the more simple issues
they could offer better seats for performances.
Complaints about the
quality of the
entertainment.
Main dishes in the
restaurant run out too
quickly.
Kitchen staff could use a variety of techniques
such as altering menus, passing on
information to the kitchen and suggesting that
a larger variety of food be produced.
Jun 17 P 13
1 b) State three examples of problems that a hotel receptionist may have to deal with.
For each explain how the receptionist may resolve the problem. (6)
Correct answers include:
▪ A guest arrives and finds that their room has been double booked. They have need of
an accessible room. (1) The hotel doesn’t have another one available for use so the
receptionist could arrange for a nearby hotel to cater for them and pay the bill. (1)
▪
Guests have arrived early and their room is not ready (1) the receptionist could
arrange for drinks and something to eat for the guests whilst they wait for their room
to be prepared. (1)
▪
A guest reports that their bed is not satisfactory (1) the receptionist could arrange for
them to be moved to an alternative room and may even upgrade them. (1)
▪
A guest may have booked an airport transfer and missed the coach. (1) The
receptionist would have to arrange for a taxi and may have the hotel cover the cost
which would resolve the problem. (1)
▪
A customer complains their tv is not working (1) so the receptionist arranges for the
tv to be exchanged or fixed by the relevant department so the guest is satisfied. (1)
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Nov 14 P12
1 (b) With reference to one job role within a travel and tourism organisation with which
you are familiar, describe three ways in which an employee demonstrates his/her
professional ability. [6]
This requires specific reference to three particular job aspects or service functions. The syllabus
clearly requires that candidates be fully familiar with three job roles and it is expected that they
will be able to write about one of them in some appropriate detail. Award one mark for the
identification of each of three valid service functions (i.e. they MUST pertain to the chosen job
role) and then award a second mark for a description of the
professional way in which that function is executed. For example, the case of:
Restaurant waiting staff
• Greeting the guest (1) – smile, make eye contact, say good evening sir/madam (1)
• Place settings adjusted (1) appropriate to items ordered (soup, fish, steak etc.) (1)
• Serving (1) from left, clearing from right (1)
• Pouring/opening drinks (1) – serve/pour from right (1)
• Clearing table after main course (1) – remove surplus items, de-crumb & re-position
appropriate cutlery (1)
June 18 P12
1 (b) Explain why staff at a theme park need: (3)
Knowledge of procedures and routines
Knowledge of procedures and routines is important to staff so that they know where they
have to be at all times (1), they know what requires doing in order to maintain the site (1) for
example cleaning the washrooms at regular intervals which will help the reputation of the
theme park. (1)
A knowledge of procedures will help to ensure that staff know what they need to do in a
particular situation (1), for example if a customer complains, there will be a procedure set out
for staff to follow which will ensure that complaints are dealt with in the same way (1) and in
the way that the company has decided is best for the customer, staff and reputation of the
company (1)
Accept any other reasonable suggestions.
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❖ Job satisfaction
June 17(2) P12
1 (d) Discuss how an airline can meet the needs of its employees for job satisfaction. (9)
▪ Indicative content:
▪ Needs of internal customers:
▪ Accepting responsibility; wanting positive feedback; recognition of efforts; safe
working conditions; rewards; competitive wages/salaries.
▪
▪
Ways to motivate staff:
Provision of rewards; organising social events; thanking them for their efforts;
promotions; providing holidays; good salaries.
Exemplar:
All organisations would like their staff to be happy and contented in their jobs because this
would work to their benefit. A happy work force will pass on the impression that this is a good
place to work and if customers see this then they will think that it is a good company to use,
they will think that they will get good service and value for money.
Staff want to feel valued and useful, they want recognition that they are doing a good job. They
need to feel that they are gaining experience and that they will be well prepared for anything
that they may experience in their job, for example airline staff in particular will need to feel
well trained because they may be called upon to deal with emergency landings and if they do
not feel well prepared this may be passed on to their passengers. If staff are given holidays or
free travel as rewards then they will perceive this as being of value and will work harder to
reach these rewards.
There are other methods of rewards that organisations can use too. Most will give bonuses or
pay rises and provide training. Other methods could include staff outings or other social events.
Being employee of the month would bring them to the attention of other staff and they would
feel valued and their efforts recognised. By doing all these things an airline would gain the trust
and hard work from its staff and this would help it to function better, provide better customer
service and hopefully attract more customers and make more money. Staff would feel a part of
this process and work harder.
Level 3 (7–9 marks)
Will explain why and what rewards can be used to develop job satisfaction. Examples are likely
to be used. Answers will be directed at the airline aspect. At this level judgements about the
relative usefulness of the methods that could be used will be likely and should be present for
answers at this level.
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Nov 18 P12
3 (c) Explain how the car ferry company can provide its internal customers with
increased job satisfaction. (6)
Indicative content:
• Training courses will give the employees more skills and will help them achieve
better grades and possibly pay rises.
•
Rewards will make staff enthusiastic about their work and may encourage them to
work harder so that they will be eligible for rewards which could include free gifts or
holidays.
•
Bonus payments would be popular as staff would be able to earn more money and
they would benefit from this, staff/job rotation provides variety for staff and
opportunity for development of new skills.
Mark according to the level of response criteria below.
Level 3 (5–6 marks)
Candidates will show a clear understanding of the question and include a detailed explanation
of how the car ferry company can provide its external customers with increased job
satisfaction. Candidates effectively explain some of the features listed above. There is sound
and frequent evidence of thorough, detailed and accurate knowledge and understanding of
concepts and principles using appropriate terminology.
.
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❖ Incentives and rewards
June 14 P12
1 (d) With reference to a travel and tourism organisation with which you are familiar,
discuss how rewards are used to motivate staff. [9]
Generic answers, not set in the context of an identifiable T&T organisation, will be subject
to a 6 max limit.
The content is likely to vary, depending on the organisation chosen, but the syllabus
document is clear about the level of detail expected:
Candidates should be able to explain identifiable customer service procedures that are
appropriate for a particular operation.
Rewards can come in various forms:
• informal and formal feedback praising performance following mystery shopper and/or
supervisor observation and the review of customer comment cards
• promotion or additional responsibility
• salary increase or bonus
• additional holiday entitlement
• quick progress through probationary period
• awards e.g. employee of month/year
Level 3: [7–9 marks] Candidates will show a clear understanding of the question and include
detailed identification and explanation of particular job rewards, clearly indicating their relative
importance and significance to service delivery motivation. The candidate effectively discusses a
range of circumstances leading to a valid conclusion.
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1.2.2. Impact of quality service for:
Customer
Nov 19 P12
1 (b) Explain three likely impacts of poor customer service from the TIC on a
destination. (6)
Award one mark for the identification of the impact and one mark for the explanation of the
likely impact.
Visitors may get a poor impression (1) and then numbers may reduce because it will not
provide a good experience (1)
Visitors may not receive all the information available about a place (1) they will therefore
not visit attractions as they have not been informed properly (1)
If the TIC provides poor customer service tourists will stop using the TIC (1) the TIC is then
likely to close/employees may become concerned about their jobs/skilled employees may
move out of the area/the destination may become less known as people will stop visiting (1)
Accept any other reasonable answer.
Employee
June 19 P12
1 (c)Explain two reasons why working as part of an effective team is important for
employees of a travel agency. (4)
Award one mark for the reason and up to two marks for the explanation.
▪
▪
▪
Team work is important as it shows how efficient the agency can be (1) and more
customers will come (1) this may result in bonuses for the staff (1).
Efficient teams will bring in business (1) this will give the agency a competitive
edge (1) and will help ensure its survival (1).
Efficient team members provide good customer service (1) and this will ensure
repeat business (1) and happy customers will spread news about the agency and its
customer base will grow (1).
Accept any other reasonable answer.
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Organisation
June 16 P12
2 (b) Discuss the likely consequences for travel and tourism organisations which fail to
provide acceptable levels of customer service. [6]
The main implications of poor customer service delivery are likely to include things such as:
• customers not getting information they need
• loss of income to the organisation because of cancellations or customers not returning
• increased costs to organisation if they have to attract repeat business or new customers
• high staff turnover because employees do not feel valued
• inefficient and unhappy workforce
• not meeting customer needs or expectations, therefore fewer customers visiting the
organisation
• lack of customer loyalty – no incentives to return, or products stale, as well as changing
trends and organisation not keeping up to date with these
• poor public image – effect of negative publicity on the organisation.
Nov 17 P12
1 (c) Explain two impacts of poor customer service for an organisation such as the Burj
Khalifa. (6)
Impacts could include any or all of the following :
Less repeat business because people have had a bad experience (1) therefore the organisation
does not make as much money (1) and therefore the costs incurred take up their income which
means that profits are lower(1).
High staff turnover (1) if staff have little loyalty to the organisation they will not stay if it is
seen to be in difficulty and this will give a bad impression. (1) so there will be fewer
customers(1).
Loss of jobs and incomes if businesses close (1) people who work in the local area may be
poorer (1) and this will affect the rest of the area eventually as there could be less work or
incomes for other people (1) - multiplier effect may be mentioned.
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June 18 P12
1 (c) Analyse the impacts of good customer service on travel and tourism organisations.
Indicative content:
• Good customer service will encourage investment in the staff and this will produce a
happy and efficient workforce.
•
Staff know what has to be done and will make a contribution towards the effective
running of the organisation which will improve its reputation and this will lead to
customer loyalty and repeat business – if customer needs are met then their customers
will return.
•
Good customer service generally means that the organisation will be successful, more
revenue will be generated and more staff employed. Profits may increase.
Credit any relevant points.
Mark according to the levels of response criteria identified below.
Level 3 (5–6 marks)
Candidates will show a clear understanding of the question and include a detailed
identification and analysis of the impacts of good customer service on travel and tourism
organisations. Candidates effectively analyse some of the impacts listed above and there is a
clear attempt to weigh up the significance of each aspect mentioned. There is sound and
frequent evidence of thorough, detailed and accurate knowledge and understanding of
concepts and principles using appropriate terminology.
Jun 16 P13
1 d) Discuss the relationship between employee satisfaction and customer satisfaction in
travel and tourism organisations. [6]
There are several ways in which employee satisfaction affects customer satisfaction:
• Employees that interact with customers are in a position to develop awareness
of and respond to customer goals and needs.
• Satisfied employees are motivated employees; that is, they have the
motivational resources to deliver adequate effort and care.
• Satisfied employees are empowered employees; in other words, they have the
resources, training, and responsibilities to understand and serve customer needs
and demands.
• Satisfied employees have high energy and willingness to give good service: at
a very minimum, they can deliver a more positive perception of the
service/product provided.
• Satisfied employees can provide customers with adequate explanations for
undesirable outcomes and therefore satisfied employees have enough emotional
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resources to show empathy, understanding, respect, and concern to the external
customers with which they have direct contact.
1.2.3- Assessing the quality of customer service in travel and tourism
organisations.
[ a) Technique to assess the quality of customer service in travel and tourism
organisation ]
❖ Setting organisational, functional area and individual customer service
standards
Nov 14 P12
1 (d) With reference to one travel and tourism organisation with which you are familiar,
evaluate the ways in which standards of customer service are maintained during
periods of high demand. [9]
Generic accounts of procedures, not specific to an identifiable organisation, are to be 5 MAX.
Thus, we should expect to see, depending on the type of organisation selected, reference to
matters such as:
• Extra staff on duty
• Extra facilities opened
• Managers/supervisors actively involved
• Pre-booking facility to minimise unexpected arrivals
• Additional supplies pre-ordered
• Introduction of queue controls
• Specific types of training etc.
Nov 18 P12
3 (a) Describe two customer service standards a car ferry company might set to ensure
the quality of its customer service. (4) [Org customer service standards]
▪
The car ferry company could establish timings for certain activities (1) for example
ensuring that when serving meals another checkout could be opened if there were more
than a certain number of people in the queue.(1)
▪
They could ensure that the toilets are cleaned on a schedule (1) for examples every 30
minutes or more often if the crossing is rough (1).
▪
All boarding must be completed 30 minutes before departure (1) to ensure the ferry
sails on time (1)
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▪
Assistance for boarding (1) parking cars in the correct spaces safely (1)
Credit any other relevant comments and award one mark for each customer service standard
and a further mark for correct description.
Nov 17 P11
4 c) Recommend two types of accommodation suitable for adventure tourists. Give
reasons for your choices. (6)
Types of accommodation for adventure tourists could include any of the following –
▪ Camping and caravanning (1) this allows the tourist to get to out of the way places (1)
where they will be able to find suitable locations for their favourite type of adventure
activity (1)
▪ Bed and breakfasts (1) these are cheap for adventure tourists to use (1) and this is useful
because some types of adventure tourism can be expensive as a lot of expensive
equipment may be required e.g.
▪ mountain climbing or yachting may need expensive equipment (1)
▪ Self-catering (1) this can allow the tourist to come and go at whatever times they need
to for example if sailing they may need to be out with the tide times etc. (1), selfcatering is also cheaper and it is easier to deal with dirty equipment as there are normally
kitchen/washing facilities (1)
▪ Chalets etc. (1) there is plenty of room for storing equipment (1) and they will be in
useful locations and may even provide facilities to undertake activities such as
mountain biking (1)
▪ Chalets/Mountain huts (1) would be in the location where the activity will take place
(1) and will be geared towards that activity (1)
June 20 P12
2 (c) Explain three reasons why camp sites set organisational standards. (6)
Award one mark for identification of a reason and a second mark for explanation.
▪
Organisational standards show that the camp site is following industry standards/well
maintained (1) and therefore tourists will have confidence the site is a good one to stay
at (1)
▪
Organisational standards such as cleaning records will show that there is a good level
of hygiene in communal areas (1) and therefore there is no danger/risk to health from
staying there/using the facilities (1)
▪
Keeping to advertised standards will be good for marketing (1) as others will state that
the material is accurate and this will encourage visitors (1)
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Nov 19 P11
2 c) Discuss how airlines might use customer service standards to assess the quality of
their customer service. (6)
Indicative content:
▪
▪
▪
▪
Organisational customer service standards tend to say what happens within a given
scenario e.g. complaints procedures/wearing specific uniforms/ having to wear a name
badge etc.
Individual customer service standards refer to the actions that an individual employee
has to follow in order to perform their duties e.g. is their uniform clean? Do they know
the ingredients used in the dishes on today’s menu?
Have they all the equipment they need?
Training courses will have to be regularly undertaken so that customers will feel that
staff are up to date with all regulations and that they will be safe. If these are followed
correctly then the customer service will be good.
❖ Performance management and appraisal procedures involving managers,
supervisors and employees
June 14 P12
1 (c) Hotel employees may sometimes have suggestions to make about their job role
and/or their conditions of service. Describe how the employee is likely to benefit from
each of the following: [6]
• Being observed and receiving feedback from their manager
seen doing a job and the manager offers advice or criticism (1) – can reply seeking
clarification (1), make additional suggestion for improvement (1) or request input of
additional resources (1)
• Taking part in an annual review as part of the hotel’s appraisal system
this is performance management (1) – can negotiate targets (1), get point of view
documented (1) feed into HR system (1), opinion now recorded in formal documentation etc.(1)
• Using the staff suggestion box
this is a process for listening to every individual in the organisation without fear of
reprisal (1) staff can write idea in hard copy and place in box (1), now often done on-line (1)
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Nov 17 P11
3 d) Analyse how performance management and appraisal procedures may be used
within a Travel and Tourism organisation. Use examples to support your answer. (9)
Candidates will need to identify and explain what they understand by the terms performance
management and appraisal. Examples would be appropriate but will probably occur in the
higher level answers.
Performance Management: is a continuous process, managers and employees will work
together to plan, monitor and review the objectives set and progress of the employees within
the organisation.
Appraisal: this is a performance review, evaluation or discussion about the progress of the
individual at work. This is the method of assessment.
Exemplar
All companies expect value for money today, this is especially true in the travel and tourism
industry which is very competitive and relies on good personal service for companies to be
successful. Most employees have to be regularly assessed in their job roles by their line
managers/superiors.
Performance management is the method that most organisations including Holiday Inn use to
assess how well their employees are meeting their targets. Each employee will have a meeting
with their boss and discuss and agree targets for them to meet during the year. It could include
maintaining the company standards and wearing clean uniforms etc. For restaurant staff it
includes serving people within a specific period of time which allows more people to be served
and for people to be dealt with efficiently. Appraisal refers to the time when the employee
discusses their performance over the time period with their bosses to see whether they have
met their targets. It is usually significant because this is the time when rewards for good
performance are determined and in the case of the Holiday Inn that could lead to pay rises or
getting an award as Employee of the Year. They are important to both the organisation and to
the employee as the organisation could get more efficient and motivated workforces and the
employees get rewards for doing their jobs.
Nov 16 P13
2 (c) Explain three ways in which the line manager will monitor the employee’s overall
progress and performance. [6]
• checking task completion (1) – done and to standard required (1)
• attendance at briefing (1) – present/absent, timekeeping etc. (1)
• monitoring guest feedback (1) – noting any praise or complaint (1)
• remote observation (1) – viewing CCTV or observing from afar (1)
• colleague feedback (1) – positive or negative (1)
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❖ General customer feedback, including response ratings on social media,
suggestion boxes and customer comment cards
Nov 14 P13
1
(c) The themed events are popular and attract local residents as well as
hotel guests. Explain three ways in which the hotel is likely to monitor levels
of customer satisfaction. [6]
• comment cards (1) – get opinions of different aspects of event (1)
• Monitor bookings (1) – can judge appeal through time (1)
• Monitor complaints (1) – indicative of satisfaction levels (1)
• Mystery shopper (1) – can assess service provided to guests (1)
❖ Specific market research, including surveys, customers acting as mystery
shoppers, focus groups, observation of interactions between customer service
staff and customers
Jun 14 P11
3 (c) Discuss the ways in which many travel and tourism organisations make use of
focus groups. [6]
Focus groups are an example of a qualitative research technique where the subjective opinions
and perceptions of a small targeted group of consumers on a certain topic are elicited. Focus
groups can be used to gather information (market research) on:
• the acceptability and usability of new or re-launched products or services
• reactions to new advertising campaigns or specific advertisements
• consumer perceptions of a whole product class
They are generally used to elicit depth data such as that related to motivation, branding, etc.
Participants are screened according to often fairly rigorous selection and recruitment
qualifications, related to demographics, usage, and past consumer behaviour related to the
product or service being tested.
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Jun 15 P11
1 b) Emirates has developed its Customer Service Plan in response to feedback from
customers. Discuss the usefulness of focus groups in supplying valid information which
to base customer service policy. [6]
• Qualitative research where the subjective opinions and perceptions of a small targeted group
of consumers are elicited used to elicit depth data, such as that related to motivation
• usually made up of 6 to 8 targeted consumers a moderator whose role is to ask the required
questions, draw out answers, and encourage discussion to get valid feedback
• Participants screened according to often fairly rigorous selection and recruitment
qualifications, related to demographics, usage, and past consumer behaviour related to the
product or service being tested again for validity.
Nov 14 P12
1 (c) Discuss the usefulness of a mystery shopper to an organisation when assessing the
extent to which employees are ‘always responsive to the needs of guests’. [6]
This invites candidates to show off their knowledge and understanding and valid points about
usefulness will include:
• The mystery consumer is a tool used externally by market research companies or internally
by companies themselves to measure quality of service.
• The mystery consumer's specific identity is generally not known by the establishment being
evaluated.
• Mystery shoppers perform specific tasks such as purchasing a product, asking questions,
registering complaints or behaving in a certain way, and then provide detailed reports or
feedback about their experiences.
• Mystery shoppers are often given instructions or procedures to make the transaction atypical
to make the test of the knowledge and service skills of the employees more stringent or specific
to a particular service issue.
• After the visit the mystery shopper submits the data collected for review and analysis.
Jun 20 P11
1 d) Discuss whether a mystery shopper is an appropriate method of assessing customer
service on a cruise. (9)
For:
1.
2.
3.
4.
Most objective way of assessing customer service.
Staff are not aware of who the mystery shopper is when being observed.
Can focus on particular aspects.
The mystery shoppers report will allow comparison with other organisations.
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Against:
1. Feedback not being fast enough to change attitudes before the next cruise. A cruise may
be too large a topic to produce a full report on so it couldn’t be done easily by a single
person.
2. They wouldn’t have enough time to deal with everything and so vital aspects may be
missed.
3. Under these circumstances it would not be a good use of money and it may be suggested
that other forms of feedback such as online questionnaires or comment cards may be of
greater value.
Nov 14 P11
1 c) Discuss the usefulness of a mystery shopper to an organisation when assessing the
extent to which employees are ‘always responsive to the needs of guests’. [6]
This invites candidates to show off their knowledge and understanding and valid
points about usefulness will include:
• The mystery consumer is a tool used externally by market research companies
or internally by companies themselves to measure quality of service.
• The mystery consumer's specific identity is generally not known by the
establishment being evaluated.
• Mystery shoppers perform specific tasks such as purchasing a product, asking
questions, registering complaints or behaving in a certain way, and then provide
detailed reports or feedback about their experiences.
• Mystery shoppers are often given instructions or procedures to make the
transaction atypical to make the test of the knowledge and service skills of the
employees more stringent or specific to a particular service issue.
• After the visit the mystery shopper submits the data collected for review and
analysis.
Jun 18 P11
3 c) Explain how a mystery shopper could be used to assess the delivery of customer
service at an international airport. (6)
Indicative content:
▪ Mystery shoppers are independent and objective in their findings, as the mystery
shopper will be employed by a company in order to research or examine a specific
aspect of customer service.
▪ Mystery shoppers undertake a review of the experience from the perspective of a
customer and report back to the organisation, the organisation (in this case an airport)
can then use this information to assess their customer service provision.
▪ Therefore the organisation can compare itself against benchmarks as they have
objective information which they can use in order to make alterations to their customer
service as they will be aware what works well in other, similar organisations.
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Nov 15 P12
1 (b) Explain three ways in which an organisation can assess the extent to which
workplace policies are being followed by frontline employees. [6]
Award one mark for the identification of each of three valid ways and award a
second mark for an appropriate explanatory comment about each. Correct ideas
include:
• mystery shopper (1) – told to focus on a particular aspect(s) (1)
• observation (1) – manager looks at staff (1)
• complaints (1) – performance issues may be highlighted by these (1)
• monitoring/reviews (1) – will highlight individual performances across selected
criteria (1)
• questionnaires/customer feedback forms (1) – can be analysed to give
information on the work of a member of staff (1)
• whistleblowing by colleagues (1) – organisation informed of employees not
following the policies correctly (1)
June 17(2) P12
1 (b) Describe three methods that an airline can use to assess the delivery of customer
service to its external customers. (6)
Any three from the following:
Questionnaires (1): provision of a series of questions which can relate to a topic. They can be
closed/open ended or multiple choice. Quick and easy to use and they can focus easily on
particular groups. (1)
Focus groups (1): qualitative research because this relies upon the opinions of a select group
of people on a topic. They can be used to gather information about new products for example.
(1)
Mystery shoppers (1): identity of the shopper is not known so this is a more objective method
but is probably the most expensive. They perform specific tasks and then will produce a
detailed report. (1)
Informal feedback (1): this is simple to do and means that customers are asked simple questions
about customer service on the spot. It could be in the form of a casual conversation. (1)
Suggestion box (1): can allow anyone to make comments without fear of reprisal, cheap and
easy to use to obtain feedback which is often more honest because it is anonymous – but can
be open to misuse. (1)
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Nov 17 P11
3 c) Assess the value of questionnaires as a feedback method for XYZ Flights. (6)
▪ Cheap to produce and use – questionnaires can be produced cheaply in great
▪
▪
▪
▪
▪
quantities
Can access a lot of customers because they can be done as a hard copy or they
can be emailed
Can access specific target groups so that they can find out the feeling of
various target markets and can tailor their products
Allows for closed and open questions so that more detailed views can be
looked for and answers can be focussed
Can get honest comments as the user is anonymous and this gives people
confidence to put in more truthful comments
May not always get accurate responses as they can be subjective May not get
enough results
Nov 14 P12 no3 (P32 ques)
(d) Evaluate the extent to which the type and number of accommodation providers
changes as a destination passes through the different stages of the Butler model of
destination evolution. [9]
This requires careful thought and it is quite acceptable to provide a theoretical account.
However, the question requires BOTH type and number of providers to be considered and
answers failing to make this clear will remain at 5 MAX.
Better responses will clearly point out how both type and number of providers vary stage by
stage, such as:
• EXPLORATION – Very small tourist numbers and few, if any, tourist facilities
• INVOLVEMENT – Small number of tourists, mainly independent travellers, with some
local facilities being developed e.g. small hotel & B&Bs
• DEVELOPMENT – Visitor numbers rising rapidly with an increase in both foreign owned
facilities (hotels) and the expansion and upgrading of the local infrastructure (camp sites,
hostels etc.)
• CONSOLIDATION – Further increases in number of tourists, with Mass tourists the
largest component. The addition of facilities reaches a peak (full range of provision) as
carrying capacity limit is approached.
• STAGNATION – Tourist numbers reach peak and facilities show signs of age – facilities
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at their highest numbers
• REJUVENATION/DECLINE – Either tourist numbers rise again due to new innovations
or they will fall as old-fashioned mass tourism lingers on but number of providers fall and
4/5* properties replaced by budget operators
Stagnation
Peak numbers of visitors will have been reached (1). There is a growing awareness of
negative environmental, social, cultural and economic tourism impacts (1). Sales go down as
the country goes out of fashion (1) and there is evidence that the original cultural and natural
attractiveness of the destination has been lost (1). Profits are low and businesses may leave
the market or diversify to other types of product (1).
Rejuvenation
This is a period of further growth and development brought about by innovation and renewed
diversification (1). Major changes are made such as improving the environment and tourism
infrastructure (1), better marketing or the addition of more attractions (1). In effect, the
destination re-invents itself and extends its appeal to different market segments (1).
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