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w w ap eP m e tr .X w * 4 6 0 9 4 0 4 5 7 2 * 9395/11 TRAVEL AND TOURISM Paper 1 Core May/June 2013 2 hours 30 minutes Candidates answer on the Question Paper. No Additional Materials required. READ THESE INSTRUCTIONS FIRST Write your Centre number, candidate number and name on all the work you hand in. Write in dark blue or black pen. Do not use staples, paper clips, highlighters, glue or correction fluid. You may use a pencil for any diagrams, graphs or rough working. DO NOT WRITE IN ANY BARCODES. Answer all questions. All the Figures referred to in the questions are contained in the Insert. The number of marks is given in brackets [ ] at the end of each question or part question. This document consists of 13 printed pages, 3 blank pages and 1 Insert. DC (AC) 62204/3 © UCLES 2013 [Turn over om .c s er UNIVERSITY OF CAMBRIDGE INTERNATIONAL EXAMINATIONS General Certificate of Education Advanced Subsidiary Level and Advanced Level 2 Question 1 Refer to Fig. 1 (Insert), a notice for the attention of employees working in a travel and tourism organisation. (a) Describe how following two of ‘The Golden Rules’ will allow employees to exceed customer expectations. Golden Rule ..................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... Golden Rule ..................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [4] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 3 (b) Many travel and tourism organisations arrange in-house customer service training for their employees. Describe three ways in which in-house training is likely to be delivered. 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[6] (c) For one job role within a travel and tourism organisation with which you are familiar, assess the ways in which employee performance is monitored. Organisation ................................................ 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[6] © UCLES 2013 9395/11/M/J/13 [Turn over 4 (d) Discuss the ways in which it is possible for travel and tourism organisations to increase staff motivation. .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [9] [Total: 25] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 5 Question 2 For Examiner’s Use Refer to Fig. 2 (Insert), a diagram about the Multiplier Effect. (a) With reference to Fig. 2, describe how the Multiplier Effect can create positive economic impacts within a destination. .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [4] (b) Identify and explain two ways in which leakage from tourism projects usually occurs. 1 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 2 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [6] © UCLES 2013 9395/11/M/J/13 [Turn over 6 (c) All-inclusive resort properties are examples of new tourism projects that have been established in many destinations in Less Economically Developed Countries (LEDCs). Explain three negative sociocultural impacts that can result from their operation. 1 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 2 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 3 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [6] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 7 (d) Discuss the view that business tourism destinations experience a stronger Multiplier Effect than leisure destinations. Support your answer with reference to examples with which you are familiar. 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[9] Total: 25] © UCLES 2013 9395/11/M/J/13 [Turn over 8 Question 3 Refer to Fig. 3 (Insert), the results of a survey about visiting friends and relatives (VFR) tourism in a destination. (a) With reference to Fig. 3, identify the four components of a destination’s travel and tourism industry that are likely to benefit from VFR tourism. 1 ....................................................................................................................................... 2 ....................................................................................................................................... 3 ....................................................................................................................................... 4 ................................................................................................................................... [4] (b) Explain three factors that have caused many destinations to experience a recent increase in the volume of international VFR tourism. 1 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 2 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 3 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [6] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 9 (c) Explain three advantages to VFR tourists of using private cars for the purpose of sightseeing trips. 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[6] © UCLES 2013 9395/11/M/J/13 [Turn over 10 (d) Evaluate the different sources of tourist information that can be used when planning a day trip with visiting friends or relatives. .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [9] [Total: 25] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 11 Question 4 For Examiner’s Use Refer to Fig. 4 (Insert), a news item about Machu Picchu in Peru. (a) Identify each of the following: • the name of the mountain range in which Machu Picchu is located .................................................................................................................................. • the name of the river flowing through the Machu Picchu reserve .................................................................................................................................. • the town nearest to Machu Picchu .................................................................................................................................. • the name of the 500-year-old route through the area .............................................................................................................................. [4] (b) With reference to Fig. 4, explain three likely negative environmental impacts that have resulted from the large numbers of visitors to Machu Picchu. 1 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 2 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 3 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [6] © UCLES 2013 9395/11/M/J/13 [Turn over 12 (c) Peru’s National Institute of Culture (INC) is a government organisation. Explain two reasons why such organisations involve both the community and the private sector in tourism development. 1 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... 2 ....................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [6] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 13 (d) Discuss how the carrying capacity of a tourist destination is likely to change as the area passes through the stages of the Butler model of destination evolution. Support your answer with examples with which you are familiar. .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... .......................................................................................................................................... ...................................................................................................................................... [9] [Total: 25] © UCLES 2013 9395/11/M/J/13 For Examiner’s Use 14 BLANK PAGE © UCLES 2013 9395/11/M/J/13 15 BLANK PAGE © UCLES 2013 9395/11/M/J/13 16 BLANK PAGE Permission to reproduce items where third-party owned material protected by copyright is included has been sought and cleared where possible. Every reasonable effort has been made by the publisher (UCLES) to trace copyright holders, but if any items requiring clearance have unwittingly been included, the publisher will be pleased to make amends at the earliest possible opportunity. University of Cambridge International Examinations is part of the Cambridge Assessment Group. Cambridge Assessment is the brand name of University of Cambridge Local Examinations Syndicate (UCLES), which is itself a department of the University of Cambridge. © UCLES 2013 9395/11/M/J/13
