c strand
This is concerned with the benefits of effective customer service and, in the case of stronger candidates, may well overlap with strand a.
c1 – The description must make reference to the organisation for marks to be awarded.
c2 – Follow the Assessment Evidence grid not the exemplification for c2 (page 75)
Make sure that you are referring to customer service procedures rather than to the services the organisation provides for its customers.
c3 – In recommending improvements you need to clarify the benefits that these would bring to the organisation. Again, ensure that they are referring to customer service procedures rather than to the services the organisation provides for its customers.
Thursday, 19 March 2009
Sunday, 8 June 2008
Accommodation
wide range of facilities:
hotels, motels and guesthouses,
timeshares
youth hostels
holiday centres
bed and breakfast
caravans and camping sites
Eating arrangements:
B&B = Continental plan bed and breakfast only
Self catering accommodation only is provided together with facilities for preparing and cooking own food
Half board = Modified Bed and two meals - usually breakfast and evening meal
Full board = American plan Bed, breakfast, lunch and evening meal
All inclusive Bed, breakfast, lunch,evening meal, snacks often includes drinks and entertainment
Hotel Grading schemes
Help tourists to distinguish different types of accommodation.
E.g. English Tourism Council, AA, RAC
Properties are visited annually by trained impartial assessors.
Hotels and self catering accommodation are given star ratings * = poor ***** = higher quality and greater range of faclilites and level of service provided.
Guest accommodation are rated between 1 and 5 diamonds . The more diamonds awarded, the higher the overall quality in areas such as cleanliness, service and hospitality.
hotels, motels and guesthouses,
timeshares
youth hostels
holiday centres
bed and breakfast
caravans and camping sites
Eating arrangements:
B&B = Continental plan bed and breakfast only
Self catering accommodation only is provided together with facilities for preparing and cooking own food
Half board = Modified Bed and two meals - usually breakfast and evening meal
Full board = American plan Bed, breakfast, lunch and evening meal
All inclusive Bed, breakfast, lunch,evening meal, snacks often includes drinks and entertainment
Hotel Grading schemes
Help tourists to distinguish different types of accommodation.
E.g. English Tourism Council, AA, RAC
Properties are visited annually by trained impartial assessors.
Hotels and self catering accommodation are given star ratings * = poor ***** = higher quality and greater range of faclilites and level of service provided.
Guest accommodation are rated between 1 and 5 diamonds . The more diamonds awarded, the higher the overall quality in areas such as cleanliness, service and hospitality.
Different customer types (tourism)
- Families
- tourists
- OAPs
- organised party groups
- disabled people
- day trippers
- overseas visitors
- businessmen and women
- people living outside area - domestic market
Tourist information and guiding services
Tourist information centres
Regional tourist boards
Guided tours on open top buses
tour guides
VisitBritain
Tourist information centres are located in:
City centres
town centres
historical towns
popular tourist destinations
Local tourist information centres: Library Solihull
Guiding Services
e.g. guided tour of a castle, stately home, city
Aim
To make the tour as informative and interesting as possible
Cities like London, Stratford upon Avon, Bath have touris on open top buses. The tour guide gives a running commentary which usually includes interesting stories about people and places on the route. Often head sets are provided for non-English speaking visitors.
Some guides are volunteers who have a special interest in the history of a place
Blue Badge Guide Scheme
The Blue Badge is the British national standard guiding qualification, every guide has the same background of national core knowledge combined with in-depth local knowledge
Blue Badge Guides have a wide range of languages (40!), specialities and interests, and can guide on foot, in cars, on coaches, on trains and on boats.
Regional tourist boards
Guided tours on open top buses
tour guides
VisitBritain
Tourist information centres are located in:
City centres
town centres
historical towns
popular tourist destinations
Local tourist information centres: Library Solihull
- give advice about accommodation, car hire, visitor attractions, restaurants, transport.
- provide maps of town and region they serve
- Funded by local authority
- located in centre of towns or cities
- information as to what is on - theatres, concerts
- sell souvenirs
Guiding Services
e.g. guided tour of a castle, stately home, city
Aim
To make the tour as informative and interesting as possible
Cities like London, Stratford upon Avon, Bath have touris on open top buses. The tour guide gives a running commentary which usually includes interesting stories about people and places on the route. Often head sets are provided for non-English speaking visitors.
Some guides are volunteers who have a special interest in the history of a place
Blue Badge Guide Scheme
The Blue Badge is the British national standard guiding qualification, every guide has the same background of national core knowledge combined with in-depth local knowledge
Blue Badge Guides have a wide range of languages (40!), specialities and interests, and can guide on foot, in cars, on coaches, on trains and on boats.
Professional, qualified tourist guides for sightseeing.
Products offered by Tourist Information Centres
- information leaflets
- maps
- brochures
- audio tapes
Services
- coaches
- help and advice
- speaking foreign languages
- booking accommodation and catering
- car hire
Coach companies
Case Study Johnsons - Henley in Arden
• Family owned – independent
• Build a close relationships with customers
• Have a good reputation based on high quality and service
• Highly regarded by competitors
Characteristics of service provided:
• Door to door holidays
• Uniformed drivers
• Modern fleet
• Caring attitude
• Award winning company
Services provided
• Family owned – independent
• Build a close relationships with customers
• Have a good reputation based on high quality and service
• Highly regarded by competitors
Characteristics of service provided:
• Door to door holidays
• Uniformed drivers
• Modern fleet
• Caring attitude
• Award winning company
Services provided
- School runs
- Educational visits
- Day trips
- Short break holidays
- Coach holidays in Europe
- Door to door holidays
Components in the travel industry
G Guiding and tourist information services
O On line travel services
T Transportation
A Attractions
T Travel Agents
T Tour operators
O On line travel services
T Transportation
A Attractions
T Travel Agents
T Tour operators
Saturday, 7 June 2008
How can you reduce the negative impacts of tourism?
1. Manage visitor numbers
2. Park and ride systems
3. Better signposting
4. Using off peak car parking charges
5. Managing traffic
6. Code of conduct for visitors
££££ ECONOMIC
+ve
Creates jobs
Regeneration of area
Local businesses profit
Bringing money into area
Better public transport systems
-ve
Tourism can take away from traditional jobs
Loss of local services – shops turn to gift shops etc.
Lots of seasonal work which is low paid
Prices for goods are raised which means higher prices for locals.
ENVIRONMENTAL
+ve
Derelict areas improved such as old barns in rural areas
Town centres pedestrianised
Flowers and landscaping
-ve
Litter
Noise
Air pollution
Congestion traffic
Disturbing wildlife
Loss of wildlife habitats
Altering landscapes
Physical erosion of footpaths
Overcrowding
Wear and tear on the countryside
Sea pollution in seaside areas
SOCIAL IMPACTS
How it affects people and their lives:
+ve
Refurbished buildings, conversions, B&B’s etc
Friendly people like interacting with tourists
Better social life
Better facilities
Better infrastructure and transport
-ve
Local residents putting up with drunken or loud behaviour from tourists
Congestion on local roads – leading to delayed journey times for local people
2. Park and ride systems
3. Better signposting
4. Using off peak car parking charges
5. Managing traffic
6. Code of conduct for visitors
££££ ECONOMIC
+ve
Creates jobs
Regeneration of area
Local businesses profit
Bringing money into area
Better public transport systems
-ve
Tourism can take away from traditional jobs
Loss of local services – shops turn to gift shops etc.
Lots of seasonal work which is low paid
Prices for goods are raised which means higher prices for locals.
ENVIRONMENTAL
+ve
Derelict areas improved such as old barns in rural areas
Town centres pedestrianised
Flowers and landscaping
-ve
Litter
Noise
Air pollution
Congestion traffic
Disturbing wildlife
Loss of wildlife habitats
Altering landscapes
Physical erosion of footpaths
Overcrowding
Wear and tear on the countryside
Sea pollution in seaside areas
SOCIAL IMPACTS
How it affects people and their lives:
+ve
Refurbished buildings, conversions, B&B’s etc
Friendly people like interacting with tourists
Better social life
Better facilities
Better infrastructure and transport
-ve
Local residents putting up with drunken or loud behaviour from tourists
Congestion on local roads – leading to delayed journey times for local people
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