Grade 11 Tourism

Introduction to Tourism

Baseline assessment; Grade 11 Tourism content map; programme of assessment; and Grade 11 Tourism PAT.

Tourism sectors: transport services in South Africa (air travel)

Airports, airlines and airport operations: gateway, inbound/outbound, domestic/regional/inter-continental/transcontinental/transatlantic, connecting flights, long/medium/short haul, chartered flights, international/national/private airports and private landing strips. South African international and national airports (location on map; international status passenger and cargo; airports operated by ACSA). Airlines operating in South Africa (national carrier, budget airlines, international carriers). Interpretation of airline timetables and schedules (current examples).

Airport and aircraft terminology; airport technology

Airport terminology (landside/terminal/airside, gate, check-in counter, kiosks, boarding pass, security control points, carousel, baggage claim area), check-in and boarding procedures, baggage allowances (domestic flights), safety procedures before take-off. Aircraft terminology (aisle, galley, cockpit, overhead storage bins, tray tables, cargo hold, entertainment, oxygen masks). Seating configuration (wide/narrow-body aircraft; travel class sections; locating seats; aisle/window/emergency exit seats). Technology used at airports (baggage wrap equipment, x-ray scanners, biometric/thermal scanners, metal detectors, information display boards, touch screens, new developments, smartphones and internet-enabled devices for air travel).

Tourism bus industry

Major tourist transporters and types of buses (minibuses, coaches, special-purpose buses such as open-top sightseeing buses). Interpret information in bus schedules (current examples).

Tourism train industry and Gautrain

Difference between commuter trains (Metrorail) and tourist trains (Shosholoza Meyl). Terminology (schedule, coaches, coupe, compartment, lounges, tourist class, economy class, dining car). Luxury trains (Blue Train, Rovos Rail, Shongololo Express, Premier Class). Train schedules (current examples). Gautrain features (appearance, security, speed), technology (ticketing, electronic boarding, announcements), routes, parking and linked bus service.

Revision and March controlled test

Revision activities and March controlled test (as listed in ATP).

Tourism sectors: car rental

Introduction to car rental industry in South Africa; conditions for renting (age, driver's licence, creditworthiness, contract). Rental packages/options. Insurances (CDW, TLW vs SCDW, STLW and PAI). Additional costs (tourism levy, fuel deposits/charges, airport surcharges, additional driver charges, contract fee, delivery/collection, cross-border fees, optional equipment) and incidental costs (admin fees for accidents and traffic fines). Payment options and methods.

Domestic, regional and international tourism: DTGS (2012-2020)

Domestic Tourism Growth Strategy (DTGS) 2012-2020: state of domestic tourism in South Africa; why a DTGS (problem statement and vision, no statistics); list current trends influencing tourism (short explanations); domestic marketing campaign (refer to current Sho't Left campaign); five domestic market segments (profile, why they travel or not, preferred travel/holiday, no percentages); four strategic objectives and targets and implementation plan to meet objectives.

Culture and heritage tourism (recovery of Grade 10 gaps)

Concepts (culture, heritage, cultural diversity) and elements of culture (arts and crafts, cuisine, music, dance). South African cultural uniqueness: tourism importance of cultures in the province and how uniqueness/diversity promotes inbound and domestic tourism. Conserving heritage for future generations. Heritage sites in South Africa (examples in own province). Heritage bodies (SAHRA logo and functions; provincial agencies) and awareness of heritage permits/protection regulations (structures older than 60 years; archaeological/paleontological sites and materials; meteorites; shipwrecks; burial grounds and graves).

Marketing of tourism products, services and sites (recovery of Grade 10 gaps)

Concepts: marketing, market research, target markets, market share, competitive edge, core and niche markets. Purpose of marketing tourism products and services. Marketing budget costs (market research; communication costs; travel costs; personnel costs). Promotional and advertising techniques: above-the-line (TV, newspapers, magazines, posters, radio), printed materials (brochures, flyers, pamphlets, posters, billboards, meander maps), electronic advertising (video walls, audio-visual presentations, digital displays, cellphone and web-based advertising), below-the-line (personal selling, sales promotions, in-store discounts, sponsorship, exhibitions, shows and expos). Match promotion types to potential customers.

Revision and mid-year examination

Revision and reinforcement activities and mid-year examination (as listed in ATP).

Mapwork and tour planning: tour itinerary

Tour itinerary concepts (itinerary, logical tour planning, scheduled tours), factors to consider, types of itineraries and writing an itinerary. Times may be included but focus is on logical spread, variety and appropriateness of activities.

Regional tourism: SADC

Concepts (regional tourism, SADC). SADC member countries, locations and capital cities on a map (use latest membership). Gateways and accessibility from South Africa (road, air, water). Advantages of regional tourism for South Africa and SADC member states.

Tourism attractions in SADC countries (as listed in ATP)

Present main tourist attractions (including World Heritage Sites) in tourism context: location on a map, why it is a top attraction, activities, pictures/photos and relevant tourist information. Examples listed in ATP include: Angola (Kissama National Park); Botswana (Okavango Delta, Tsodilo Hills*); DRC (Virunga National Park*); Lesotho (Katse Dam and Lesotho Highlands Water Project, Sani Pass); Madagascar (Royal Hills of Ambohimanga*); Mauritius (Grand Baie); Mozambique (Lake Niassa, Bazaruto Archipelago, Island of Mozambique*); Namibia (Fish River Canyon, Etosha National Park, Namib Desert); Malawi (Lake Malawi); Seychelles (beaches and leisure activities); Swaziland (Hlane Royal National Park); Tanzania (Mount Kilimanjaro*, Serengeti National Park); Zambia (Victoria Falls and Zambezi River, Lake Kariba); Zimbabwe (Victoria Falls and Zambezi River, Lake Kariba, Great Zimbabwe Ruins*, Matopo Hills*).

Foreign exchange

Foreign exchange and value to South African economy: local vs foreign currency, foreign exchange, exchange rate. Major currencies and codes/symbols (US dollar, Euro, British pound, Japanese yen, Australian dollar, South African rand). Where to exchange currency. How inbound tourist spending benefits local people directly and indirectly (multiplier effect). Interpret a currency rate sheet; convert major currencies to rand and rand to selected currencies.

Communication and customer care (recovery of Grade 10 gaps)

Communication technology in tourism business: landline phones, cell phones, fax, photocopy machine, printers, computer (include email, video and teleconferencing) with functions, advantages and disadvantages. Service excellence concepts and importance/value; advantages for business and tourist. Customer care for foreign tourists: treatment and assistance, respect traditions/customs/behaviour, and communicate effectively across diverse cultural backgrounds.

Customer complaints and managing quality service

Complaint channels (in person, telephone/cell, written including letters, faxes, SMSs, websites). Value of complaints for improvement. Six steps for dealing with verbal complaints (listen, ask questions, apologise without blaming, solve immediately, offer compensation such as upgrade/free product/discounts/refunds, thank customer). Constructive criticism and handling criticism maturely. Strategies to achieve and maintain quality service (performance management, quality checks, customer surveys, team/peer reviews, in-service training). How service delivery in one sector impacts another.

Revision and September controlled test

Revision activities and September controlled test (as listed in ATP).

Tourism sectors: careers and entrepreneurship

Job and career opportunities in tourism sectors/subsectors and related services (transport, hospitality, attractions, events and conferences, tourism services, travel trade). Requirements and inherent qualities to work in a sector. Choose a tourism sector/career to study according to interests, including personality type, characteristics and essential skills. Entrepreneurial opportunities: concept entrepreneur, skills needed, identify products/services suitable for entrepreneurship, opportunities to start a tourism business.

Sustainable and responsible tourism (recovery of Grade 10 gaps)

Sustainability concepts and sustainable practices. Three pillars (planet, people, profit). Environmental, social and economic impacts of tourism businesses on the natural environment and local communities. Responsible tourist behaviour and rules in natural environment; good practices (litter control, conserving energy/water/scarce resources). Global warming and tourism: concepts (global warming, carbon footprint), causes, consequences for tourism, and how tourism can minimise carbon footprint through sustainable and responsible practices.

Revision and November examination

Revision and consolidation activities and November examination (as listed in ATP).

PAT (as listed in ATP)

Exam relevance: ATP references PAT in Terms 1, 2 and 4.

PAT is referenced in the Grade 11 ATP and is linked to the November examination under formal assessment (details beyond this are not specified in the extracted text).