These notes come from myself, who passed matric of 2023 with an overall average of 87% in each subject i took.
An in-depth consolidation of every Tourism IEB Topic such as Marketing, Communication, Global events, Foreign currency and more.
Staff must have a professional image which includes:
Uniforms or appropriate dress code
Good personal hygiene and grooming
Interaction with customers
Good communication skills - verbal or non-verbal
2. Conditions of employment:
Refers to the terms under which an employer has employed a person.
Employees should read these conditions very carefully before signing a contract to avoid
any misunderstandings or disagreements.
3 main documents are important in business:
An employment contract
Employer and employee details
Employment details
Payment details
Leave details
Notice/contract period
Description of duties
The Basic Conditions of Employment Act (BCEA)
Workers are not allowed to work more than 45 hours a week or nine hours a day.
Employees cannot be forced to work overtime, and by agreement for no more than ten
hours a week.
Overtime must be paid at 1,5 times the normal wage.
Employees must have a meal break of one hour after five hours of work.
Employees must have a daily rest period of 12 consecutive hours and a weekly rest period of
36 consecutive hours.
Employees who work occasionally on Sunday must be paid double, and those who normally
work on a Sunday must be paid 1,5 times the normal wage.
Employees cannot be forced to work on a public holiday and must be paid double if they
agree to.
Employees are entitled to 21 consecutive days' annual leave or, by agreement, one day for
every 17 days worked.
Employees cannot receive money instead of holidays, except when they leave the company.
Employees are entitled to six weeks paid sick leave in a 36-month period.
Pregnant employees are entitled to four consecutive months of maternity leave, although
they do not have to be paid during this time.
, Full-time employees are entitled to three days of paid family responsibility leave per year;
the employer can ask for reasonable proof of the circumstances.
The Code of Conduct
Purpose:
Spells out the expected conduct of staff in their performance of duties
Offers guidance for staff members faced with ethical challenges
Guides behaviour Helps businesses ensure that employees act responsibly
Protects businesses from lawsuits and ensures good workplace and public relations
Acts as a public face for the business, identifying the ethics of the organisation to the outside
world Is used as a reference for a business’ proposed course of action, or for when this
course of action is questioned.
Values:
Creates a cooperative and collaborative atmosphere
Assists in promoting integrity in the workplace
Creates agreed upon behaviours and methods of operation for the business Leads to
improved company performance if linked to the aims and objectives of the company
Promotes a good company culture as employees know what behaviour is expected of them
Assists in the development of good communication between employer and employees
States the company’s unique set of values and beliefs
Can be used to create publicity and attract new customers.
Aspects usually included in a code of conduct:
Company core values and vision
Bans on illegal activities: activities including smoking, drinking, foul language
Internet usage: Cyber security; corporate email; social media
Discrimination and harassment
Confidentiality procedures
Dress code
Community involvement
Gift and entertainment policies
Meal and rest break policies
Relationships in the workplace
Violation of the code of conduct
Compliance program
Writing a code of conduct:
The most common sections to include in a code of conduct are:
Ethical principles - includes workplace behaviour and respect for all people
Values - includes an honest, unbiased and unprejudiced work environment
Accountability - includes taking responsibility for your own actions, ensuring appropriate use
of information, exercising diligence and duty of care obligations, and avoiding conflicts of
interest
, Standard of conduct - includes complying with the job description, commitment to the
organisation and proper computer, internet and email usage
Standard of practice - includes current policies and procedures and business operational
manual
Disciplinary actions - includes complaints handling and specific penalties for any violation of
the code.
3. Strategies used by companies to achieve and maintain quality service
Develop a customer service plan and write down your goals, which differ for each business
model
Survey your customers
Institute training programs
Focus on topics that you found to be important as a result of your surveys
Performance management: Monitor employees' customer service behaviour
Make follow-up phone calls to customers
Quality control checks
Team and peer reviews
Create a rewards program to motivate employees to improve their interactions with
customers
, Topic 2: Mapwork, tour planning
1. Time zone
The phrase time zone refers to any of the 24 longitudinal divisions of the earth's surface in
which a standard time is kept, the primary division being that bisected by the Greenwich
meridian
Each zone is 15° of longitude in width, with local variations, and observes a clock time one
hour earlier than the zone immediately to the east
UTC (Universal Time Coordinate):
UTC is the primary time standard by which the world regulates clocks and time.
Time measured at this 0° meridian is called Greenwich Mean Time (GMT)
Greenwich:
The 0º line of longitude passes through Greenwich in London, England.
This line divides Earth into the Western and Eastern Hemispheres
Also known as the Prime meridian and the UTC.
Hemispheres:
Northern and Southern Hemispheres by the equator
Eastern and Western Hemispheres by the Greenwich Meridian
Equator:
The equator is the 0º line of latitude
Located at equal distance from the North and South Poles
Divides Earth into the Northern and Southern Hemisphere
Standard time:
The local time at the standard meridian of a country is called standard time
Standard time is the same for all places in that particular country and is calculated from
Greenwich
Local time:
Local time is the specific time at any given place
The International Date Line (IDL):
The International Date Line (IDL) is an imaginary line on the Earth’s surface at 180° longitude
Crossing this line from west to east – gain a day (go back in time)
Crossing this line from east to west – lose a day (go forward in time)
The 24-hour clock:
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