Unit 3: Customer care and working procedures
3.1 Deal with customers and colleagues – “the moment of truth”
3.2 Identify the essential personal skills required when working in the travel and tourism industry
3.3 Follow basic procedures when handling customer enquiries, making reservations and payments
3.4 Use reference sources to obtain information
3.5 Explore the presentation and promotion of tourist facilities
Growing economies
International trade and business growth
Factors contributing to increased globalisation
Protectionism a) Reasons for protectionism.
Trading blocs
Conditions that prompt trade
Assessment of a country as a market
Assessment of a country as a production location
Reasons for global mergers, takeovers or joint ventures
Global expansion and uncertainty
1 Production, productivity and efficiency
2 Capacity Utilisation
3 Inventory control a) Interpretation of inventory control diagram.
4 Quality Management
Unit 1: The travel and tourism industry
1.1 Understand and explain the structure of the international travel and tourism industry
1.2 Investigate the social, cultural, economic and environmental impact of travel and tourism
1.3 Identify the role of national governments in forming tourism policy and promotion
1.4 Investigate the patterns of demand for international travel and tourism
Note: Text book used:
Cambridge IGCSE Travel and Tourism
Publisher: Cambridge University Press
Author: Smith, J D and Warburton, F
ISBN 9780521149228
Unit 4: Travel and tourism products and services
4.1 Identify and describe tourism products
4.2 Explore the roles of tour operators and travel agents in the chain of distribution
4.3 Describe support facilities for travel and tourism
4.4 Explore the features of worldwide transport in relation to major international routes
Unit 2: Features of worldwide destinations
2.1 Demonstrate knowledge of the main global features
2.2 Demonstrate awareness of different time zones and climates
2.3 Investigate travel and tourism destinations
2.4 Identify and describe the features which attract tourists to a particular destination
Managing people
1 Approaches to staffing
2 Recruitment, selection and training
3 Organisational design
4 Motivation in theory and practice
5 Leadership
5.1 Economies and diseconomies of scale
5.1.1 Economies of scale.
5.1.2 Diseconomies of scale.
5.2 Production
5.2.1 Production processes.
5.2.2 Principles of lean production.
5.2.3 Impact of technology in production.
5.3 Factors of production
5.3.1 Changing relationships between enterprise, capital,
land, and labour.
5.4 Quality
5.4.1 The concept of quality and its importance.