Tourism Survival Kit

CAPE WINELANDS EDUCATION DISTRICT TOURISM SURVIVAL GUIDE

1 TOURISM GRADE 12 REVISION BOOKLET 2022 CAPE WINELANDS EDUCATION DISTRICT TOPIC: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM Global events • A global event is a happening or occurrence of international importance because it will affect the whole world. • A global event affects the whole economy of the country in which it is hosted The main • Income generation (money spent by visitors at the destination) economic benefits • Investment in infrastructure and services (such as communication) of global events • Job creation • Foreign exchange income The advantages a • Infrastructure development global event holds • Investment for the host • Income from foreign exchange country • The multiplier effect Disadvantages of • High cost of new infrastructure global events for a • Disappointing investment and foreign exchange income host country • Increased cost of goods and services • Economic leakages • Community opposition Political situations • A political situation refers to what is happening in the politics of a country. • Examples: civil war, terrorism, general unrest Unforeseen • Unforeseen occurrences are events that are unpredictable – we do not occurrences expect or know that the event will take place. • Examples: tsunamis, earthquakes and other natural disasters, the global recession, diseases, accidents, and economic upsets The impact of • Destruction of infrastructure unforeseen • Destruction of flora, fauna, and ecosystems occurrences • Cancellation of flights, rail, cruises, and road trips • Cancellation of holidays • Fewer tourists will visit the destination • Less revenue will be generated • Job losses ACKNOWLEDGEMENT TO: Ms. E Ferreira – original document Ms. LG Ragadu – adaptation

2 2 TOPIC: MAP WORK AND TOUR PLANNING Itinerary • The itinerary specifies all aspects of a traveller’s programme day by day • The itinerary indicates the planned activities, accommodation, meals, transport and optional excursions. World Health • A specialised agency of the United Nations Organisation and its main Organisation concern is public health • It provides support to countries and monitors global health trends Vaccination • A vaccination is a preparation injected into the blood stream to stimulate a protective immune response. • A vaccination prevents a person from being infected with the disease if they do come into contact with it Compulsory • Are regulated (by the World Health Organisation) according to vaccination identified threats found in some countries • To contain the spreading of a high-risk disease Recommended • A precautionary measure to ensure the health of individual tourists and vaccination are optional Malaria • Take preventive medicines precautions • Apply insect repellent to exposed skin • Close windows and doors at night unless they are screened • Sleep under a mosquito net • Wear long-sleeved tops, trousers and socks when going outdoors during the evening. Valid passport • A document issued by a national government that certifies the identity (name, date of birth, gender and place of birth) and nationality of its holder. Visa • A stamp endorsed in the applicant’s passport giving the holder permission to travel to, enter, transit or remain in a foreign country Health certificate • A health certificate is a statement signed by a health-care provider (such as a doctor) that proves the health of the bearer of the certificate. • The health certificate is a booklet that travellers must produce as proof that they have had the necessary vaccinations required to enter a country. International • Permits a tourist to drive in a foreign country Driver’s Permit • Provides important information to validate the South African driver's (IDP) license in many different languages. • Car rental companies often request a valid IDP when driving abroad Duty free goods • Duty free goods are goods that have been purchased at a duty-free shop on which the tourist will not pay tax at customs Prohibited goods • Prohibited goods are goods that, according to the law, may not be brought into a country. Green channel • The green channel is a route located in the customs area of an international airport for passengers who have nothing to declare (those who are carrying goods that are within the customs limits only/not carrying prohibited items). Red channel • The red channel is a route located in the customs area of an international airport for passengers with goods to declare (those who are carrying items above the permitted customs limit and/or carrying prohibited items). To declare • To state officially the goods that you have brought into a country at customs. 3

3 Daylight Savings • A practice of turning the clock one hour ahead of standard time at the Time beginning of summer to gain extra daylight hours Advantage of DST: • More daylight time available to spend outdoors • More time to participate in leisure activities, e.g. shopping • Attractions opened for longer hours Time Zone A region of the Earth where all the countries have adopted the same standard time Steps to follow 1. Locate the places on a world time zone map and determine their time when doing time zones. The world time zone map is colour coded. This means that the zone calculations: white/grey areas on the top of the map correspond with the colour of the country. 2. Determine the number of hours difference between the TWO places. 3. Decide if you must add (going east) or subtract (going west) the number of hours. 4. Add/subtract the number of hours and give the answer using the 24-hour clock. Remember to include the day or date. 5. If the calculation requires DST, first add ONE hour to the time zone of the place that uses DST. [If New York (-5) is used in the calculation, the time zone should be adjusted by adding ONE hour, taking New York to -4]. Then do the calculation as usual. 6. Calculations with flying time: If you want to determine the arrival time ADD the flying time If you want to determine the departure time SUBTRACT the flying time Jet lag • Jet lag is a physical condition related to flying long distances over many time zones (flying from east to west or west to east). • It is related to the number of time zones a traveller crosses and not to the length of the flight. SYMPTOMS OF JET LAG: • Insomnia • Fatigue • Irritability • Interrupted sleep • Discomfort in legs and feet • Struggle to concentrate • Constipation or diarrhoea • Confusion and disorientation • Dehydration • Headaches • Nausea • Loss of appetite • Dizziness Jet fatigue • Jet fatigue is related to the length of the flight as many travellers feel extreme tiredness after a long flight.

4 9 TOPIC: WORLD ICONS 2022 ICON CITY, COUNTRY, DESCRIPTION OF THE REASON WHY IT IS AN CONTINENT ICON ICON City: JERUSALEM The Dome of the Rock is Part of the Old City of THE DOME OF THE ROCK Country: ISRAEL an Islamic shrine built on Jerusalem. Continent: ASIA a sacred rock. It is the third most holy site in TOURIST PROFILE: the world for Muslims Religious after Mecca and Medina. Cultural The Prophet Sightseeing tourists Muhammad, the founder of Islam, is believed to have ascended to heaven from this site. City: Old Quarter of The Wailing Wall, located The Wailing Wall is the THE WAILING WALL Jerusalem on the west of the holiest place in Judaism Country: ISRAEL Temple Mount in the old and thousands make Continent: ASIA city of Jerusalem, is the pilgrimages there each holiest Jewish Site in the year. TOURIST PROFILE: World. Religious Cultural Sightseeing tourists THE PARTHENON (Athens) City: ATHENS The Parthenon is the It is a symbol of ancient Country: GREECE remains of a 2 500-year- Greek civilisation and its Continent: EUROPE old temple located on most famous surviving the Acropolis, a hill building. TOURIST PROFILE: overlooking the city of Leisure Athens, Greece. Cultural THE TAH MAHAL (Agra) City: AGRA The Taj Mahal is Taj Mahal is regarded as Country: INDIA constructed of white an architectural Continent: ASIA marble. It was built by an masterpiece and one of Indian ruler as a symbol the most beautiful TOURIST PROFILE: of his everlasting love buildings in the world. Cultural for his deceased wife. Architecture The love story behind the building of this monument adds to the popularity of this icon.

5 BLUE MOSQUE City: ISTANBUL The Blue Mosque in The great architectural Country: TURKEY Istanbul, Turkey, with its design of the mosque Continent: MIDDLE cascading domes, reflects typical classical EAST decorated with Ottoman aspects. ceramic blue tiles on the TOURIST PROFILE: inside, its courtyards and Religious six minarets, is Architecture considered one of the Cultural most beautiful mosques in the world. City: PARIS The Eiffel Tower is the It has become a symbol THE EIFFEL TOWER Country: FRANCE world’s most famous of freedom for the Continent: EUROPE tower and a symbol of French. Paris. It is the tallest TOURIST PROFILE: structure in Paris and Leisure the most-visited tourist Architecture attraction in the world Cultural that charges an admission fee. City: The French Riviera is one It has a spectacular THE FRENCH RIVIERA MEDITERRANEAN of the most famous and coastline with many SEA luxurious coastal resort beaches, a wonderful Country: FRANCE areas in the world. It lies climate, museums, art Continent: EUROPE on the Mediterranean galleries and vineyards. coast of south-eastern TOURIST PROFILE: France. Leisure, SIT, Health City: HONSHU Mount Fuji is the highest Well-known symbol of MOUNT FUJI ISLAND mountain in Japan. This Japan. The top is snow- Country: JAPAN volcanic mountain is capped for several Continent: ASIA world famous for its near months of the year. perfect symmetrical TOURIST PROFILE: cone shape. Adventure, SIT, Youth

6 City: YUCATáN Chichen Itza is the ruined Important archaeological CHICHEN ITZA PENINSULA remains of a large, site providing Country: MEXICO ancient Mayan city. It is information about the Continent: NORTH one of the best- Mayan culture. AMERICA preserved archaeological sites of TOURIST PROFILE: the ancient Mayan Cultural, SIT, Youth civilisation. City: PETRA This desert city, hidden One of the world’s Country: JORDAN in a narrow valley richest and largest PETRA Continent: MIDDLE between mountains, has archaeological sites. EAST been carved from solid rock, making it one of TOURIST PROFILE: the most spectacular SIT, Adventure ancient cities in the world. Petra, which means “rock” in Greek, was constructed around 100 BC as the capital city of the Nabateans, an Arab tribe. Region: The rocky summit of Mount Everest is the MOUNT EVEREST HIMALAYAS Mount Everest is covered highest mountain in the Country: NEPAL with deep snow world. Continent: ASIA throughout the year. The peak is 8 848 m above TOURIST PROFILE: sea level. SIT, Adventure City: MECCA Mecca, the most sacred Mecca is the centre of MECCA Country: SAUDIA city of the Islam faith, is the Islamic world. ARABIA the spiritual centre of all Continent: MIDDLE Muslims. It is the EAST birthplace of the Prophet Muhammad, TOURIST PROFILE: the founder of the Religious tourists, Islamic faith, and the Pilgrims focal point of Muslim pilgrimage.

7 THE SWISS ALPS (JUNGFRAU- Region: ALETSCH) Between BERN & The Swiss Alps Jungfrau- The Swiss Alps is an icon VALAIS Aletsch is a protected because of its beauty Country: area in south-western and the wealth of SWITZERLAND Switzerland. This information about the Continent: EUROPE beautiful region has high formation of mountains mountain peaks that are and glaciers TOURIST PROFILE: permanently covered in Adventure snow. Mountaineers Nature lovers Leisure tourists City: Windmills are one of the This site illustrates many WINDMILLS KINDERDIJK main symbols associated features associated with Country: with the Netherlands. the technology of NETHERLANDS Not only are they handling water Continent: EUROPE characteristic of the Dutch landscape, they TOURIST PROFILE: are also a symbol of the Backpacking, Youth Dutch struggle against water. Factors • Excellent marketing of tourism products locally/or internationally contributing to the • Sustainable and responsible management plans success of a tourist • Efficiency and ethical behaviour of staff and management attraction • Positive experience of visitors • Safety and crime prevention • General appearance and upkeep of the attraction • Considering the needs of people with disabilities • Universal access Characteristics of a • Actual number of visitors exceeds the target number of visitors successful tourist • Repeat visits attraction • Income generated exceeds target figures • Positive impact on local community and environment

8 TOPIC: FOREIGN EXCHANGE GDP • The value of all goods & services produced within a country in a year. • The GDP is used to measure economic progress in a country Benefits of GDP • Income generation growth to SA • Employment / job creation economy • Infrastructure improvement • Skills development Multiplier effect • The multiplier effect is when money, spent by tourists, filters down through the economy benefitting employees and other businesses Tourists spend money when traveling. This money goes into the local economy. This money is then spent by local businesses to purchase goods and pay employees. This re-spending of the money expands the local economy, creating the multiplier effect. The multiplier • The value of expenditure is multiplied and has a positive economic effect and its link effect. to the GDP • Money spent in a particular area helps to create jobs. • The jobs, in turn, create demand for other products & services in the local economy. • Money therefore filters through to all levels of the economy. The buying power • The amount of foreign currency you can buy with your Rand is referred of the Rand to as the buying power of the rand. • If the rand can buy a lot of the other currency, we say the rand is strong in relation to the other currency. • If the rand can only buy a little of a particular currency, we say that the rand is weak in relation to that particular currency. If the Rand is • The foreign tourists will receive less Rand’s for their currency strong • Foreign tourists will have less money to spend • Inbound tourists will visit for a shorter period or will not visit at all • Tourism will contribute less to South Africa’s GDP and the economy will decline • Can lead to job losses If the Rand is weak • More inbound tourists will visit SA • Foreign tourists get more Rand’s for their currency • Foreign tourists have more money to spend during their visit • Foreign tourists will visit for longer periods • This will lead to an increase in the GDP and will have a positive impact on the economy • It can lead to job creation

9 11 Bank Selling Rate • The rate at which the foreign exchange dealers e.g. commercial banks, will sell foreign currency Bank Buying Rate • The rate at which the foreign exchange dealers e.g. commercial banks, will buy foreign currency When doing a What is the Bank doing with the foreign currency? ▪ Is the bank selling foreign currency? (BSR) foreign exchange ▪ Is the bank buying foreign currency? (BBR) calculation always look at it from the Bank’s position Currency rate • A currency rate sheet is a list of the rates of exchange (RoE) at which sheet foreign currencies are bought and sold. • This rate will determine how much foreign currency you will receive, when you exchange your money. Convert a major currency to the MULTIPLY by the Rate of Exchange e.g. USD150 × 14,83 = R2 224,50 South African Rand (ZAR) Convert the South African Rand (ZAR) DIVIDE by the Rate of Exchange e.g. R15 000 ÷ 16,65 = € 900,90 to a major currency The effect of IF THE RAND IS STRONG exchange rates on Outbound tourists: international • South African outbound tourists will be more likely to travel to tourism international destinations. • Outbound travel will be more affordable. Inbound tourists: • South Africa will be regarded as an expensive destination. • International inbound tourists may consider travel to cheaper, more value for money destinations. IF THE RAND IS WEAK Outbound tourists: • South African outbound tourists will find it expensive to travel to most international destinations. • South Africans will choose destinations where they will receive the greatest value for their money. Inbound tourists: • Many international inbound travellers will visit South Africa. • South Africa will be regarded as a value for money destination. Fluctuations in • Changes in the value of a currency in relation to another currency. ▪ Currencies fluctuate based on supply and demand. exchange rates ▪ Supply and demand are linked to various factors e.g. the country's monetary policy, the rate of inflation, political and economic conditions in the country.

10 TOPIC: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM Forms of payment • Electronic fund transfers (EFT) when travelling • Telegraphic transfers (SWIFT transfers) internationally • Bank drafts • Internet payments • Foreign bank notes (cash) • Credit cards (Visa, MasterCard, American Express, Diners Club) • Traveller’s cheques • Preloaded foreign currency debit cards (Cash Passport card /Travel Wallet/International Travel Card) Foreign market • The portion of the inbound tourism market that is controlled by a share specific country Land markets • Land markets are countries where at least 60% of arrivals from the country arrive by land (Botswana, Lesotho, Malawi, Mozambique, Namibia, Swaziland, Zambia and Zimbabwe) Air markets • Air markets are those countries where at least 60% of arrivals from the country arrive by air

11 TOPIC: MARKETING The importance of • Increase in annual volume of foreign arrivals to SA marketing South • Increase in international awareness of South Africa as a travel Africa destination internationally The core business • Marketing South Africa internationally as a tourism destination of of SA Tourism choice • Maintaining and enhancing the standard of facilities and services for tourists • Coordinating the marketing activities of role players in the industry Opportunities for • ITB (Berlin) marketing SA • World Travel Market (London) internationally Funding for SA • TOMSA is a private sector initiative created to raise additional funds for Tourism’s marketing South Africa internationally. international • Tourism businesses (e.g. accommodation, car rental, tour operators and marketing travel agents) collect a voluntary 1% levy from tourists initiatives • The businesses pay the levies directly to TOMSA • TOMSA as the collecting agency transfers the funds to Tourism Business Council of South Africa (TBCSA) • TBCSA makes the funds available to SA Tourism • SA Tourism uses the funds to market South Africa both domestically and internationally. Branding • Helps create a positive, unified image of South Africa. • A brand that is built on pride. • A recognisable brand to promote South Africa on an international platform. • It enables South Africa to function as a competitive destination in the global arena. • A strong brand positions our country as an attractive destination partner for trade and investment. • A recognisable global brand inspires positive thoughts and feelings about the country will convince people to travel to South Africa • It showcases South Africa’s successes and motivates investor confidence. Opportunities to • Tourism Indaba (Durban) promote SA and • Getaway Show (Cape Town and Johannesburg) the southern African region to the world

12 14 TOPIC: SUSTAINABLE AND RESPONSIBLE TOURISM The three pillars of • Environment (planet): sustainable Good environmental practices, such as resource management (energy tourism and water), waste management (reduce, re-use, recycle), litter control, pollution control, environmentally friendly building, promotion of indigenous flora and control of alien invasive plants in grounds and gardens • Economy (profit): The role of business. The responsible attitude of a tourism business towards the people and environment it affects. Ways to practise it: ownership, employment, procurement of local goods and services • Social (people): Considering the positive and negative effects of tourism on local communities, culture and heritage. Corporate social investment (CSI) in tourism, such as financial or nonfinancial support given by tourism companies to health/sport/education/youth projects Responsible • Codes of conduct for tourist behaviour (social, economic and tourism and environmental): These are guidelines addressing responsible and tourists appropriate behaviour when visiting a destination. • How can a tourism destination attract environmentally (people, planet, profit) conscious tourists? • The contribution of Fair Trade Tourism (FTT) towards encouraging responsible and sustainable practices The principles of • Fair share Fair Trade in All participants involved in a tourism activity should get their fair share Tourism of the income, in direct proportion to their contribution to the activity. • Democracy All participants involved in a tourism activity should have the right and opportunity to participate in decisions that concern them. • Respect Both host and visitor should have respect for human rights, culture and environment. • Transparency Tourism businesses should establish mechanisms of accountability. • Reliability The services delivered to tourists should be reliable and consistent. Basic safety and security for both host and visitor should be ensured. • Sustainability The tourism businesses should strive to be sustainable.

13 15 TOPIC: CULTURE AND HERITAGE TOURISM World Heritage • World Heritage Sites are places of outstanding universal value and have Sites been awarded international recognition by the United Nations Educational Scientific and Cultural Organisation (UNESCO) The role of • Constant monitoring to maintain and protect the status of the World UNESCO Heritage Sites • Provide support in terms of management plans. • Assistance with upgrading of facilities in the event of an unforeseen occurrence. • Financial aid is provided in cases of unforeseen occurrences. • Engage with relevant stakeholders when the World Heritage Sites are threatened. • Education / create awareness • Promote co-operation and development. • Encourage people to nominate sites to be included in the World Heritage Site list. • Support countries in building public awareness for the protection of World Heritage Sites. • Encourage the local population to preserve their cultural and • natural heritage. World Heritage NAME OF WHS PROVINCE TYPE Sites in South Cradle of Humankind (1999) Gauteng, Limpopo Cultural Africa and North West Mapungubwe Cultural Landscape Limpopo Cultural (2003) Robben Island (1999) Western Cape Cultural Richtersveld Cultural and Botanical Northern Cape Cultural Landscape (2007) Khomani Cultural Landscape (2017) Northern Cape Cultural Cape Floral Region Protected Areas Western Cape Natural (2004) iSimangaliso Wetland Park (1999) KwaZulu Natal Natural Vredefort Dome (2005) Free State and North Natural West Barberton Makhonjwa Mountains Mpumalanga Natural (2018) uKhahlamba-Drakensberg Park (2000) KwaZulu Natal Mixed The value of World • The sites receive national and international recognition which will result Heritage Sites to in an increase in visitor numbers. South Africa • An increase in tourist numbers will lead to the creation of job opportunities due to increased demand for services. • Tourism will generate income due to a demand for products and services e.g. accommodation, transport, entry fees, food, drink, etc. • Increased visitor numbers will set the multiplier effect into motion. • Standards of living will be improved through money directly or indirectly earned by tourism. • There will be a boost in the economic activity lending itself to increased GDP and benefiting all establishments in the area

14 16 LOCATION OF WORLD HERITAGE SITES ON A MAP OF SOUTH AFRICA TOPIC: COMMUNICATION AND CUSTOMER CARE The purpose of • To identify areas of customer service that need improvement obtaining • To adapt service to accommodate changing customer needs. customer feedback • Positive feedback serves as staff motivation to deliver excellent service • It can prevent the company from losing customers to competitors Methods to obtain • Surveys customer feedback • Questionnaires • Feedback cards • Follow up calls • SMS messages on cell phones • Web-based responses Positive impact of • Customer loyalty and repeat business excellent service • Fewer customer complaints delivery • Reduced marketing budget • Increased sales • Improved public image • Edge over the competition • More effective employees • Motivated staff members

15 TOPIC: TOURISM SECTORS Factors that • Image of the company: contribute to a professional image in the tourism industry • Image of the staff: Contract of • A contract of employment is a signed agreement between an employer employment and an employee • It sets out the conditions of employment particular to the employee and his specific position • An employment contract should outline all the main terms and conditions of employment and signifies the mutual agreement by the employer and employee to these terms and conditions • The contract of employment describes the basic conditions of employment such as: ▪ working hours ▪ uniform allowances ▪ travel benefits ▪ leave ▪ core duties ▪ fringe benefits ▪ remuneration and deductions ▪ termination of service ▪ professional accountability and responsibility ▪ service ethics

16 18 TOPIC: TOURISM SECTORS Code of Conduct • A code of conduct is a set of rules that provides guidance to all staff on what is acceptable behaviour. • The code of conduct forms part of an organisation’s contract of employment and is applicable to all employees The purpose of a • Spells out the conduct expected of staff in the performance of their code of conduct duties • Provides guidance for employees faced with ethical challenges • Outlines how to handle any conflict and what is expected if conflict of interests occur • Outlines the level of professionalism employees should adopt in keeping with the reputation and standards of the business • Acts as a public statement providing the customers of a business with an understanding of the ethics of the company The value of a • Creates a cooperative, collaborative atmosphere code of conduct • Promotes integrity in the workplace. • A code of conduct is useful as it sets out what is important to a business (its ethics and principles) and prescribe how staff should behave while at work. It helps to identify, and state clearly which behaviour is welcome, and which is not. • A code of conduct or statement of business ethics not only guides staff but also supports a brand statement and projects the image a company would like to portray.