This is a summary of the full grade 12 Tourism curriculum. I used the SEPT 2020 IEB SAGS document for tourism to ensure that all the information that you"ll need to know is included in this summary. I get 80%s and 90%s for tourism, and all my friends find my notes to be really useful and has helped...
→ The image of the company:
- Name
- Slogan
- Website
- Stationery
- Marketing material
- Product packaging
- Physical appearance of the business
- Environmental policies
- Customer service policies
→ Professional staff image & it’s importance:
- Important for the reputation of the business
- Bad image = bad word of mouth = no income
- Image of staff:
o Uniforms
o Appropriate dress code (if no uniforms are worn)
o Personal hygiene
o Grooming
o Interaction with customers
o Good communication skills
→ Types of strategies used by companies/organisations to achieve and maintain
quality service:
- Performance management
- Quality control checks
- Customer surveys
- Team and peer reviews
- In-service training
,Tourism Grade 12 kaylinteneal
→ Career opportunities and career paths:
- Example of a career path:
1. Finish high school (perhaps take consumers as a subject)
2. Study at a chef school
3. Work as the main chef’s assistant
4. Become the main chef
5. Manager of kitchen
6. Owner
- Another example:
1. Finish School (12 years)
1
2. Porter at a hotel (12 years)
3. Front desk receptionist (3 years)
4. Assistant manager (1 year)
5. Hotel manager
→ Working conditions in the tourism industry
- Hours of work:
o 45 hours a week or 9 hours a day
- Uniform allowances:
o When the job requires the employee to wear a uniform
o Employer will reimburse the employee for replacing uniform due to
normal wear and tear.
- Travel benefits:
o Granted to employees who travel for business
- Leave:
o Annual leave (holiday)
o Sick leave (when the employee is sick or injured)
o Maternity leave (from 4 weeks before birth and 6 weeks after birth)
o Family responsibility leave (when the employee’s child is sick or born)
- Core duties
- Fringe benefits:
o Non-cash benefits granted to employees
, Tourism Grade 12 kaylinteneal
- Remuneration and deductions:
o Remuneration (amount of income)
o Deductions (to reimburse the employer for whatever reason)
- Termination of service:
o A written notice must be given beforehand
- Professional accountability and responsibility
- Service ethics
- Conflict handling
- Grievance procedures
- Cultures
→ Grievance procedure within the workplace:
1. Grievance raised
2. Investigation
3. Grievance meeting
4. Decision
5. Appeal/act
→ Code of conduct
- Purpose:
o Outlines the expectations of the staff in the performance of their duties
o Guides the staff members with ethical challenges.
o Guides behaviour
o Helps businesses ensure that employees act responsibly
o Protects businesses from lawsuits
- Value:
o Creates a co-operative, collaborative atmosphere
o Promotes integrity in the workspace
o Promotes a good company culture
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