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

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

3.1 Skills of enterprising people Topic Enterprise skills may include: • the practical skills and knowledge to create products and services • leadership • influencing skills • team-building • delegation • problem-solving • prioritisation/time management • self-confidence • resourcefulness • innovation • taking initiative • taking calculated risks • taking responsibility • motivation/determination to succeed • creativity • perseverance. 3.2 Behaviours of entrepreneurs How entrepreneurs use their enterprise skills

10.1 Types of communication Topic Formal and informal communication Verbal and non-verbal communication Appropriateness of different types of communication for communicating with internal and external stakeholders The need for careful planning, considering possible outcomes before, during and after the event Documents for meetings and presentations The need to analyse and evaluate if meetings or presentations have been successful

9.1 Sources of help and support Topic Formal sources and the assistance they offer Informal sources and the assistance they offer Suitability of different sources of help and support for the enterprise

5.1 The negotiation process Topic What negotiation is Stages in the negotiation process: • planning • conducting the negotiation • measuring success

4.1 Opportunities Topic How opportunities arise, including: • changing needs or wants for a product or service • change in the ability to meet needs or wants • advances in technology • changes in government policy. 4.2 Risk Topic Risks involved in enterprise Identify risks Analyse the implications of each risk Decide if the risk is worth taking or not Plan how to manage the risks Attitudes to risk 4.3 Legal obligations Why laws and regulations to protect stakeholders are needed in the areas of: • employment • production • marketing and selling • finance. The impact of laws and regulations on all stakeholders in these areas 4.4 Ethical considerations Topic How an enterprise may have an impact on communities and society Ethical considerations within enterprise (i.e. choosing to run an enterprise following moral values and beliefs) The impact of ethical considerations on the operation of an enterprise

2 Setting up a new enterprise 2.1 The enterprise process Topic Six stages of the enterprise process: 1 identifying the problem or need or want 2 exploring creative solutions 3 action planning 4 implementing the plan 5 monitoring progress 6 evaluation of successes and failures. 2.2 Types of business organisation Topic Different kinds of organisation, including: • sole trader • partnership • limited company • co-operative • franchise • social enterprise: charities, not-for-profit organisations.

1.1 What is meant by enterprise Topic What enterprise is Who stakeholders are Including: • enterprise capability (being innovative, creative, taking and managing risks, positive attitude) • business enterprise • social enterprise. 1.2 Ways for students to be enterprising in everyday life Topic Ways of being enterprising: • at school • at home.

8.1 The purpose of marketing Topic Marketing to achieve enterprise aims Marketing from the perspective of customers 8.2 Market research Topic Methods of identifying potential customers The effectiveness of methods for different enterprises 8.3 Customer retention Topic The reasons for retaining customers Methods of measuring customer satisfaction and retention Methods of retaining existing customers 8.4 Marketing communications Topic Methods of marketing communication to reach intended customers Selecting appropriate methods for different enterprises

6.1 Sources of finance Topic Advantages and disadvantages of different sources of: • start-up funding • funding for continuing trade and expansion 6.2 The concept of trade credit Advantages and disadvantages of trade credit 6.3 Financial terms Cash flow forecast Break-even Income statement 6.4 Financial records The purpose and importance of keeping accurate financial records

7.1 Business objectives Topic Different enterprises have different aims and objectives 7.2 Action plans Topic The purpose and importance of action plans Contents of action plans Methods of monitoring action plans The importance of updating action plans 7.3 Business plans Topic The purpose and importance of business plans Contents of business plans Methods of monitoring business plans Reasons for updating business plans

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

Travel & Tourism - Exam Practice

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 5: Marketing and promotion 5.1 Role and function of marketing and promotion 5.2 Market segmentation and targeting 5.3 Product as part of the marketing mix 5.4 Price as part of the marketing mix 5.5 Place as part of the marketing mix 5.6 Promotion as part of the marketing mix