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Summary FULL SYLLABUS IEB tourism notes
This document contains the IEB grade 12 FULL SYLLABUS notes on the tourism subject. My year average is 90%. Message me for any questions or more useful documents.
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Tourism SyllabusGrade 12
,Topic
Tourismsectors
1.
factorscontributingtoaprofessionalimageofatourismlndus.to
①
Companytmage
'
Name
'
Logo
( short)
-
Slogan catchy ;
-
stationary
website
-
②
Companystaff
-
Employees (
training ; skills)
Colleagues ( teamwork ; respect)
.
③
Physicalappearanceanoproductpackag.in#
( name
'
?)
signage ;
easy
premi sis
-
( clean ; neat )
Decorations ( mood : colours )
'
Product ( eco
friendly i
-
packaging transport )
easy
-
④
Companycustomerpolicies
feedback
'
customer
-
Operating hours
-
rules ( quiet @ 22:00 )
⑤
Marketingmaterial
-
advertising
-
advertising media
'
advertising message
( offend culture ; discriminate )
⑥
companyenviromentalmessag.ee
(
'
environment recycle ; reuse water ,
2.
Professionallmage-fStaffintourismindust#
① Uniforms
i. type 31 colour clothes
neat ; tucked
②
Personalhygiene
'
short nails ; perfume
, ③ Diresscode
( formal
-
dress to standard ; tucked )
④ Grooming
'
no
heavy makeup
'
strong perfume
no scent
'
men
groomed neatly
⑤ lnteractionwithcustomers
-
contact ; smile ; dont smoke I drink
eye
⑥ Communications
-
words ;
no swear
slang ; speak clear
strategiesusedbycompaniestomaintainstandafope.ir
3.
formancemanagement
→
evaluate and monitor the performance of business and the
efficiency of it 's
employees
olnservicetraining
→
Can
takes place once
employee begins
work
during normal
working hours . be done
throughout year
.
Get specialists to train staff .
ocustomerssurveys
product /
→
Best time after customer used service
:
directly has .
→
Info of product / service
obtained enhance
quality
: use to .
Qualitycontrolchecks
°
→
business acceptable standards in the
way they operate
ensures meets .
Teamandpeerreviews
°
→
performance feedback
employees working together evaluate an others and
give on how to
improve service levels
4. Howtheimpactofserviceinonesectorimpactsanothersec#
Multiplier effect → if bad service with leads bad comments the
employees
it to on
company
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