TOPIC 1: Tourism Sectors
1. Professional Image in the Tourism Industry
A professional image in tourism is crucial for attracting customers and building trust.
The following factors contribute to a professional image in the tourism industry:
a) Company Image:
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Name: A name that sounds professional and trustworthy will create a strong
first impression. For example, "Prestige Travel Services" sounds reliable and
prestigious.
Logo: The logo should match the company's image. For instance, a safari
company might use earthy tones and animal imagery, while a luxury cruise
company may have a sleek, sophisticated design.
Slogan: The slogan should be short, easy to remember, and relevant to the
business. An example of an effective slogan is "Explore the World with
Confidence."
Website: The website needs to be user-friendly and up-to-date with essential
details like contact information, services, and special offers. Customers
expect to find accurate and timely information.
Stationery: All stationery, including business cards, brochures, and
letterheads, should carry the company’s logo and be functional. Pens that
don’t work or unreadable font sizes can leave a bad impression.
Marketing: Marketing materials must be culturally sensitive and use a wide
range of media (radio, TV, social media, etc.) to enhance the company's
credibility and reach diverse customers.
b) Physical Appearance/Product Packaging:
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Signage: Signs should be clearly visible, correctly spelled, multilingual if
necessary, and always in good condition to avoid confusion for tourists.
Premises: Clean, well-maintained premises (e.g., hotels or tourist attractions)
with well-kept gardens will leave a lasting positive impression on visitors.
Decorations/Decor: Decorations should be tasteful, professional, and
aligned with the company’s style. For instance, a beach resort might use
calming colors like blue and white to create a relaxing atmosphere.
Environmental Policies: Companies should implement “green” practices,
such as recycling and energy-efficient systems, to demonstrate their
commitment to sustainability.
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c) Company Customer Policies
Strategies to Achieve and Maintain Quality Service: Providing quality service in
the tourism industry is crucial to customer satisfaction and the company's reputation.
Companies often use the following strategies to ensure top-notch service:
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Customer Feedback: Listening to customer feedback through surveys,
suggestion boxes, or online reviews helps improve services and address
issues promptly.
Performance Management: Regular employee performance reviews ensure
that staff members meet service standards and continuously improve.
Quality Control Checks: Routine checks, such as inspecting hotel rooms for
cleanliness or reviewing customer complaints, help maintain high standards.
Team and Peer Reviews: These allow team members to give feedback to
each other, helping improve overall team performance.
In-service Training: Continuous training ensures employees stay updated on
the latest trends and technologies in tourism.
Operating Hours: Tourism businesses need to operate at hours that are convenient
for customers. For example, travel agencies might stay open later to accommodate
working clients, and hotels should have 24-hour reception services.
Company Rules: Good company values improve service quality. For example,
setting designated areas for smoking and restricting children from bar areas creates
a comfortable environment for all guests.
d) Marketing Material:
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Advertising: Ads should be clear, professional, and culturally sensitive. For
instance, placing an ad for a safari experience in a nature-focused magazine
like Getaway is effective and appropriate.
Cultural Sensitivity: Marketing should respect cultural differences, such as
avoiding alcohol-related images when targeting Muslim customers, as alcohol
consumption is prohibited in their culture.
e) Company Environmental Policies: Today's customers are increasingly
environmentally conscious. They appreciate businesses that follow ecofriendly practices like using green cleaning products, recycling, and utilizing
greywater for irrigation. These actions show that the company cares about the
environment, which can attract more eco-conscious tourists.
3. Working Conditions in the Tourism Industry
Tourism professionals work in various sectors (travel, accommodation, attractions,
etc.), and each sector has unique working conditions. When researching working
conditions, consider the following:
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Hours of Work: Depending on the role, work hours may vary significantly.
For example, hotel staff may work long shifts, including nights and weekends,
while tour operators might have more irregular hours based on the tourist
season.
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Uniform Allowances: Employees in the tourism industry often receive
uniform allowances to maintain a consistent and professional appearance.
Travel Benefits: Some employees, such as flight attendants, may enjoy
discounted or free travel benefits as part of their employment package.
Leave: Tourism staff may have leave entitlements, such as annual vacation
days or sick leave, which vary by company and country.
Core Duties: Depending on the sector, core duties may include customer
service, managing reservations, or ensuring the smooth operation of tourist
attractions.
Fringe Benefits: These may include discounted stays at the company’s
properties, meal allowances, or health benefits.
Remuneration and Deductions: Salary packages and deductions (e.g., for
tax or benefits) vary across the industry.
Termination of Service: Knowing the terms of employment termination, such
as notice periods or severance packages, is important for both employers and
employees.
Professional Accountability and Responsibility: Tourism employees must
follow industry standards and best practices to ensure client safety and
satisfaction.
Service Ethics: Handling conflicts and grievances professionally and fairly is
essential in providing quality service and maintaining a positive work
environment.
4. Code of Conduct for Employees and Employers
A Code of Conduct in tourism provides clear guidelines for employees and
employers, ensuring that both parties understand their roles and responsibilities.
Here’s why it’s essential:
Purpose of a Code of Conduct: (Why a company needs it)
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Spells Out Expected Behaviour: It provides clear expectations for
employees, ensuring they behave professionally and ethically while on duty.
Guidance in Ethical Dilemmas: Staff facing challenging situations, such as
managing customer complaints or dealing with conflicts, can rely on the code
to guide their actions.
Lawsuit Protection: A clearly defined code can help businesses avoid
lawsuits by outlining acceptable behaviour and responsibilities.
Employee Accountability: The code holds employees accountable for their
actions, ensuring that they act in the company’s and customers’ best
interests.
Value of a Code of Conduct: (The benefit it has for the company)
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Creates a Collaborative Atmosphere: Employees working within clear
guidelines feel more secure, which promotes teamwork and a positive work
environment.
Promotes Integrity: With a code in place, employees know what is expected
of them, encouraging honesty and fairness in their interactions.
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Improves Communication: A well-established code ensures open
communication between employers and employees, minimizing
misunderstandings.
Fosters Good Company Culture: When employees understand the
company’s values, they are more likely to align their behaviour with the
business’s culture.
5. Research career opportunities, career paths and opportunities for further
development in the tourism industry. (Credit to Inge Wasserman for the
following power point slides.)
Accommodation, Attraction, Transport, Industrial and commercial, and support services.
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TOPIC 2: Map Work and Tour Planning
1. World Time Zones
Time Zones:
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A time zone refers to a region of the Earth where the local time is the same
across all areas. Local time is based on the position of the Earth relative to
the Sun. Each time zone generally spans 15 degrees of longitude.
UTC (Universal Time Coordinated):
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This is the primary time standard by which the world regulates clocks and
time. It is sometimes referred to as "Greenwich Mean Time" (GMT) since it is
centered on the Prime Meridian in Greenwich, London.
Greenwich/Prime Meridian:
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The 0-degree longitude line passes through Greenwich, England. It divides
the Earth into the Western and Eastern hemispheres. This is the reference
point for calculating time zones.
Standard Time:
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Standard time refers to the local time in a specific region. South Africa’s
standard time is based on the 30º East line of longitude, placing it in the +2
time zone (UTC+2).
The International Date Line (IDL):
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The IDL is located at 180 degrees longitude, in the middle of the Pacific
Ocean. It serves as the line where the date changes. When crossing the line
from east to west, you move one day ahead; when crossing from west to east,
you go one day back.
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Example: If you travel from America to Japan across the IDL in a westerly
direction on Tuesday, it will already be Wednesday in Japan. Conversely,
traveling from Japan to America in an easterly direction on a Monday, it will
still be Sunday in America.
2. Calculating Time Zone Differences
To calculate time differences across time zones, students need to refer to a world
time zone map and use the following steps:
1. Find the time zones of the countries involved in your calculation.
2. Account for Daylight Savings Time (DST) if applicable. Add +1 to the
country’s time zone during DST.
3. Determine the time difference by comparing the two time zones.
Why is it Important?
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Time zone calculations are crucial for:
o Coordinating travel schedules (departure and arrival times).
o Communication between people in different time zones (e.g., hotel
bookings).
o Adjusting to local business hours, as offices or hotels may have
different operating hours due to time zone differences.
o Preventing jet lag by planning your body’s schedule accordingly.
Daylight Savings Time (DST):
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DST involves setting the local clocks one hour ahead during the summer
months to make better use of daylight. It is commonly used in the Northern
Hemisphere.
o Northern Hemisphere: DST begins in March/April and ends between
September and November.
o Southern Hemisphere: DST starts between September and
November, ending in March/April.
Reasons for DST:
1. Maximizes the use of daylight in the evenings.
2. Reduces road accidents due to better visibility during daylight.
3. Increases outdoor activity time, benefiting children and families.
4. Boosts the tourism industry by creating more daylight hours for leisure
activities.
5. Reduces energy consumption, as less artificial lighting is needed in the
evenings.
How to Calculate Time Differences with and without DST:
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Calculate arrival and departure time with and without DST and flying time with
the use of a time zone map. (Learners do not need to know which countries
apply DST – this information must be provided for the calculations.)
Steps to calculate time zones:
1. Find the time zone of the two countries.
2. If DST is applicable: +1 to the country’s time zone NOW and then work out the
time difference.
3. Determine the time difference between the countries.
Remember tourism maths:
+ and + = the two
numbers –
and - = - the
two numbers
+ and - = + the two numbers
OR BUNNY HOP
4. Draw your orientation map with all the given information on it.
5. Is your question mark left or right of the given values on your orientation map?
Left = - the time difference
Right = + the time difference
West = minus (travel back in time)
East = plus/ add (travel ahead of time)
6. Travel time: If they ask arrival = always add flight time If they ask departure
time = always subtract flight time
3. Jet Lag and Jet Fatigue
Jet Lag:
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Jet lag occurs when travelers cross MORE THAN 3 time zones, disrupting
their body’s internal clock. This results in tiredness and other physical
symptoms. Jet lag usually affects travelers who cross more than three time
zones.
Jet Fatigue:
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Jet fatigue affects travelers who fly for long hours but stay within the same
time zone or only cross one or two time zones. It is caused by physical
exhaustion due to long periods of sitting or a lack of sleep, rather than time
zone changes.
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4. Symptoms of Jet Lag
(Students should know at least 5 of the following):
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Insomnia (difficulty sleeping).
Fatigue (extreme tiredness).
Irritability (moodiness).
Interrupted Sleep (waking up often).
Uncomfortable Legs and Feet (due to sitting for long periods).
Poor Concentration (trouble focusing).
Changes in Bathroom Schedule (due to body clock shifts).
Confusion or Disorientation (feeling lost or out of sync with time).
5. Minimizing Jet Lag Symptoms
To reduce the effects of jet lag, travelers should follow these tips:
Before the Flight:
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Stay physically fit and maintain a healthy diet before traveling.
Learn about any medical conditions that could worsen during travel.
Start adjusting to the destination’s time zone a few days before traveling by
gradually shifting sleep times.
Get a full night’s rest before departure, especially when traveling eastward.
During the Flight:
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Avoid alcohol and caffeine before and during the flight as they can dehydrate
the body and disrupt sleep.
Drink plenty of water to combat the dry air in the cabin.
Avoid overeating on the plane.
Regularly stretch and walk around the cabin to avoid stiffness and promote
circulation.
Avoid napping for long periods on the plane (keep naps short).
After the Flight:
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Get at least an hour of natural sunlight as soon as possible after arrival to help
adjust your body clock.
Adapt to the local schedule (meals, sleep) as quickly as possible to minimize
jet lag.
Avoid sleeping pills, which can interfere with your ability to adjust to the new
time zone.
6. Health and Safety Requirements for Tourists Visiting SADC Countries
Health Information Sources:
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Health professionals, travel agents, and tour operators.
The World Health Organization (WHO) website and travel clinics.
Common Infectious Diseases:
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Cholera: A bacterial infection from contaminated food and water.
Malaria: A life-threatening disease transmitted by mosquitoes in tropical
areas.
Hepatitis C: A bloodborne virus that can lead to chronic liver disease.
Bilharzia: A parasitic disease from stagnant water.
HIV/AIDS: A virus affecting the immune system, transmitted through bodily
fluids.
Prevention Tips:
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Follow health and safety precautions, such as getting vaccinated, using insect
repellent, and avoiding unclean water.
Safety Tips for Travelers
In a Car:
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Lock doors at all times.
Don’t leave valuables visible on car seats.
Avoid picking up hitchhikers.
Park in well-lit areas.
In Public Areas and on the Street:
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Keep handbags and bags zipped and closed.
Avoid carrying large sums of cash.
Stay away from unsafe areas, particularly at night.
Travel in groups and remain in well-lit areas.
In a Hotel Room:
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Accept assistance only from hotel staff.
Store valuables in the safe provided.
Leave the room key/card at the reception when going out.
At the Airport:
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Ensure bags and luggage are securely locked.
Don’t place valuables in check-in luggage.
Never leave your luggage unattended.
After Dark:
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Avoid going out unnecessarily after dark.
Always walk in groups for safety.
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7. Travel Documentation for SADC Countries
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Passport: Must be valid for at least three months beyond the return date.
Visa: Some countries require a visa, which must be applied for in advance.
Health Certificate: Required for diseases like cholera and yellow fever in
some SADC countries.
International Driver’s License: Required to drive in many foreign countries.
8.Customs and Travel Allowances
When traveling, it’s important to understand the concepts related to customs
regulations and travel allowances. These rules ensure that travelers comply with the
laws of the country they are entering or exiting. Let’s break down the key concepts:
Duty-Free Goods
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Duty-Free Goods are items that can be brought into South Africa without
paying VAT or customs duties. Examples include:
o 200 cigarettes and 20 cigars.
o 250 grams of cigarette or pipe tobacco.
o 50 milliliters of perfume and 250 milliliters of eau de toilette.
o 2 liters of wine.
o 1 liter of spirits or liquor.
If you exceed these amounts, you must declare the excess goods and may be
required to pay duties on them.
Prohibited Goods
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Prohibited Goods are items that cannot be brought into the country under
any circumstances. These include:
o Narcotics and psychotropic substances (illegal drugs).
o Poisons or toxic substances.
o Counterfeit goods (fake branded items) or unlawfully reproduced goods
(pirated media).
Additionally, items like certain firearms, dangerous chemicals, or hazardous
materials may also fall under this category.
Green and Red Channels
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When arriving at customs, travelers will pass through either the Green
Channel or the Red Channel:
o Green Channel: You choose this route if you have no goods to
declare. This means you are not bringing in any prohibited items or
goods that exceed duty-free limits.
o Red Channel: You must go through the red channel if you have goods
to declare. This includes items that exceed duty-free limits or any
restricted goods that require customs clearance.
To Declare
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Declaration refers to the process of informing customs officials about goods
you are carrying that exceed the duty-free allowance or are subject to
restrictions. You need to declare:
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Currency or banknotes in excess of R10,000.
Gold coins, coin collections, or unprocessed gold.
Endangered plants and animals, whether dead or alive.
Food, plants, or animals, as well as any biological goods like seeds,
flowers, or honey.
Any medical substances beyond a one-month personal prescription.
Travel Allowances
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Travel Allowances refer to the amount of money that a person is allowed to
take out of or bring into a country. Travelers are required to declare amounts
above the specified limit, which is often R10,000 or equivalent in foreign
currency.
TOPIC 3: Attractions
1. How to Measure the Success of a Tourist Attraction
A successful tourist attraction is one that meets or exceeds its goals in terms of
visitors, income, and overall positive impact. The following criteria are used to
measure the success of a tourist attraction:
1. Visitor Numbers Exceed Target:
o The attraction is considered successful if it consistently attracts more
visitors than the expected or targeted number. This can indicate
effective marketing and a good reputation.
2. Repeat Visits:
o If visitors return to the attraction, it shows they had a good experience.
Repeat visits also suggest that the attraction offers something unique
or enjoyable enough to draw people back.
3. Income Exceeds Target:
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