Unit 01 The Travel and Tourism Industry

Travel and Tourism - iGCSE
2017-19
Year 11
Unit 01: The Travel

and Tourism Industry
3 - Learning Outcomes
1 – Structure of T&T 2 – SCEE Impact 3 – Governments 4 – Demand Patterns
2.1 – LEARNING OUTCOMES

 ALL WILL – Have at least a clear idea of
what is business staffing, is and why it is
necessary.
 MOST WILL – Be able to recognise the
characteristics of good staff and what to look
for in employees.
 SOME WILL – Use this knowledge to discuss
the benefits and disadvantages of staffing,
how to get the most from staff and how to
lead a team.
1 – Assessment Objectives
AO1 Knowledge with understanding

 Candidates should be able to:
A. Recall, select and present relevant factual information.
B. Demonstrate and apply knowledge with understanding of the correct use
of the following in the travel and tourism industry:
i. commonplace terms, definitions and facts
ii. major concepts, models, patterns, principles and theories.
AO2 Investigation and analysis of evidence
A. Collect evidence from both primary and secondary sources, under
guidance or independently, and be aware of the limitations of the various
collection methods.
B. Record, classify and organise relevant evidence from an investigation in
a clear and coherent form.
C. Present the evidence in an appropriate form and effective manner, using
a wide range of appropriate skills and techniques, including verbal,
numerical, diagrammatic, cartographic, pictorial and graphical methods.
D. Apply knowledge and understanding to select relevant data, recognise
patterns and analyse evidence.
AO3 Interpretation and evaluation

A. Communicate their ideas and opinions in an
accurate, concise and logical manner.
B. Present reasoned explanations for phenomena,
patterns and relationships.
C. Understand the implications of, and draw
inferences from, data and evidence.
D. Discuss and evaluate choices, and make
reasoned decisions, recommendations and
judgements.
E. Draw valid conclusions by a reasoned
consideration of evidence.
Relationship between assessment objectives and components
Assessment Paper 1 Paper 2 Paper 3 Approx. %

objective Core Paper Alternative to Coursework total
% Coursework % Qualification
%
AO1
Knowledge with 40 40 40 40
understanding
AO2
Investigation
and analysis of 35 35 35 35
evidence
AO3
Interpretation 25 25 25 25
and evaluation
1 – Grade Descriptors – Grade A
To achieve a Grade A, a candidate will be able to:

• Recall, select and present relevant factual information and
communicate ideas and opinions in an effective, accurate, concise
and logical manner
• Demonstrate consistently accurate use of travel and tourism
industry terminology, including commonly used definitions,
concepts, models and patterns
• Use knowledge and understanding to select relevant examples,
recognise patterns and trends, and to analyse evidence
• Present thoroughly reasoned explanations for phenomena,
patterns and relationships
• Understand the implications and draw valid inferences from data
and source materials
• Discuss and evaluate choices, and make reasoned decisions,
recommendations and judgements
• Draw valid conclusions by a reasoned consideration of evidence
1 – Grade Descriptors – Grade C
To achieve a Grade C, a candidate will be able to:

• Recall, select and present relevant factual information and
communicate ideas and opinions in a mostly accurate and logical
manner
• Demonstrate sound use of travel and tourism industry terminology,
including commonly used definitions, concepts, models and
patterns, although with some omissions
• Use knowledge and understanding to select some relevant
examples, to recognise some patterns and to attempt analysis of
some evidence
• Present valid explanations for phenomena, patterns and
relationships
• Understand some implications and draw some valid inferences from
data and source materials
• Discuss and evaluate some choices, and attempt reasoned
decisions, recommendations and judgements
• Draw sound conclusions by a consideration of some of the evidence
1 – Grade Descriptors – Grade F
To achieve a Grade F, a candidate will be able to:

• Recall, select and present some factual information and
communicate ideas and opinions with some accuracy and structure
• Demonstrate some use of travel and tourism industry terminology,
including commonly used definitions, concepts, models and
patterns, although with significant omissions
• Use knowledge and understanding to select some examples, to
recognise some patterns and to attempt limited analysis of evidence
• Present limited explanations for phenomena, patterns and
relationships
• Understand some implications and draw some inferences from data
and source materials
• Discuss or evaluate a limited number of choices, and attempt
decisions, recommendations and judgements which may not always
be fully appropriate
• Draw limited conclusions by a superficial consideration of some of
the evidence
1 – Scheme of Assessment
Candidates take:
Paper 1 2 hours
This question paper comprises four scenario-based questions which require candidates to provide short
answers. The scenarios are set in an international travel and tourism environment, although some provision is
made for candidates to refer to local examples.
(60% of total marks)
and either: or:
Paper 2 2½ hours Paper 3

Alternative to Coursework Coursework Investigation* (Centre-based assessment) This is an
This question paper comprises scenario- investigation which is directed towards the contents of Unit 6, and
based questions, which require should allow candidates to apply their knowledge and skills of this
candidates to provide short answers. area of the travel and tourism industry.
It is based primarily on the contents of It requires a basic understanding of the principles of the marketing
Unit 5. and promotion of visitor services. It explores the ways in which the
Candidates should have a broad services that are available to visitors and tourism providers,
understanding of the principles of through tourist boards and tourist information centres, can be
marketing and promotion, and of the promoted and developed for international travel and tourism.
ways in which marketing and promotion The candidate’s report should be no more than 3000 words, in
are used within the travel and tourism addition to relevant annotation and illustrative material. Candidates
industry. will be expected to: demonstrate the ability to collect both primary
and secondary evidence; analyse, investigate and draw
conclusions from this; and present their findings in a structured
(40% of total marks) report.
(40% of total marks)
1.1 – The Structure of the International T&T Industry
a) Definitions of the industry:

• travel (leisure, business, VFR – visiting friends and relatives)
• travel services (retail and business travel agencies, tour operators,
principals)
• tourism services (national and regional tourist boards, tourist
information centres)
• tourist classifications (day tripper, length of stay, leisure or
business and other purposes)
b) Awareness of the roles of:
• tourist boards
• travel agents
• tour operators
• accommodation providers
• transport providers
• tourist attractions
• catering outlets
• entertainment venues
• ancillary tourist services
1.2 – Social, Cultural, Economic and Environmental Impact
a) Types of tourism impact (economic, environmental and social issues

related to the measurement of tourism impacts)
b) Economic impacts:
• tourism’s contribution to the balance of payments and employment
• tourism multipliers, i.e. types, calculations, application to problems
and links with economic development
• impact on local economy
• negative impacts of tourism (inflation, leakage, opportunity costs,
over-dependence)
c) Environmental impacts:
• importance of the environment
• positive effects – investment, conservation, regeneration, visitor
management
• negative effects – air, vegetation, wildlife, water quality, other pollution
issues such as congestion
d) Social and cultural impacts:
• the demonstration effect and nature of tourist/host encounter
• positive and negative impacts – employment structures, morals,
culture, health, traditions, loss of national identity
1.3 – Role of National Government and Patterns of Demand
1.3 - Identify the role of national governments in

forming tourism policy and promotion
a) The role of national and regional tourist boards
b) Provision of travel and tourist information
centres, in country and out of country
1.4 - Investigate the patterns of demand for
international travel and tourism
c) Patterns of demand for international tourism;
historic trends of international tourism, volume
and value
d) Major tourism generators and receiving countries
in the world, including current trends
1.1 – Introduction – The Tourism Industry
1 – Structure of T&T 2 – SCEE Impact 3 – Governments 4 – Demand Patterns Page 01
 The substantial growth and development of tourism-

related activities clearly mark tourism as one of the most Where did you
remarkable economic and social phenomena of the past last go on
century. holiday?
 For example, the number of international arrivals show Was it in your
country or
an evolution from a mere 25m international arrivals in abroad?
1950 to over 900m in 2008, corresponding to an average How did you
annual growth rate of 6.6%. travel?
 Today travel and tourism is one of the world’s largest What type of
industries, employing approximately 231m people and accommodation
did you stay in?
generating over 10% of world GDP. Indeed, world travel
What did you
and tourism is expected to generate in excess of $13tn eat and drink?
over the coming decade.
What activities
did you do on
holiday?
How was the
holiday
organised/
booked?
 From the answers to the questions on the right, you will

have examples and illustrations of the following aspects of Where did you
the University of Cambridge International Examination’s last go on
Travel and Tourism Syllabus content: holiday?
• If the holiday was in your home country you were a Was it in your
country or
domestic tourist; if abroad you were an outgoing abroad?
tourist. How did you
• The destination, if abroad may have been long haul or travel?
short haul; at home it may have been a short break or What type of
with regards to Visiting Friends and Relatives (VFR). accommodation
did you stay in?
• Different methods of transportation by land, sea and
What did you
air may have made up a part of the holiday. eat and drink?
• You may have travelled using principals owned by What activities
large private sector companies. did you do on
• The accommodation used may have been serviced holiday?
or self-catering, such as a four star hotel or a camp How was the
holiday
site, and you may have had a half board or an all- organised/
inclusive meal plan. booked?
• While on holiday, you may have visited natural

and built tourist attractions and used the
services of a local Tourist Information Centre
(TIC) or guide.
• The holiday may have been booked through a
travel agency or directly with a tour operator.
 It is important to understand and appreciate that
development of travel and tourism can take place
at a variety of scales. This means that you should
be aware of developments within your immediate
local area as well as within your country as a
whole.
 Furthermore, an international perspective is also
required. It should be remembered that in
examinations candidates will always obtain credit
for providing special details about facilities and
locations that are appropriate to a particular
Click Here
1.1 – Structure of the International T&T
Industry
What is tourism? - Industry definitions

 Defining tourism is not really helpful unless we understand who the
tourist is, so it is worthwhile to consider the definition of the word
‘tourist’. In 1995, the World Tourism Organisation provided the
following clarification:
Any person who travels to a country other than that in which s/he has
his/her usual residence, but outside his/her usual environment for a
period of at least one night but not more than one year and whose
main purpose of visit is other than the exercise of an activity
remunerated from within the country visited. This term includes people
travelling for leisure, recreation and holidays, visiting friends and
relatives, business and professional health treatment, religion
pilgrimages and other purposes.
 There have been many attempts to define tourism and one of the more
straightforward definitions is the one used by the UK Tourism Society:
Tourism is the temporary short term movement of people to
destinations outside places where they normally live and work, and
their activities during their stay at these destinations.
Industry
 The United Nation’s World Tourism Organization

(UNWTO) provides simple definitions of terms
commonly used in the travel and tourism industry.
• Tourism comprises the activities of persons
travelling to and staying in places outside their
usual environment for not more than one
consecutive year for leisure, business and other
purposes.
• International visitor refers to any person
travelling to a country other than the one in which
he/she has his/her usual residence, but outside
his/her usual environment, for less than 12
consecutive months and whose main purpose of
trip is other than the exercise of an activity
remunerated from within the place visited.
• Tourist (overnight visitor) is a visitor who stays at
least one night in a collective or private
accommodation in the country visited.
Industry
• Nationality of a visitor is that of the government issuing

his/ her passport or other identification document, even
if he/she normally resides in another country.
• Tourist accommodation refers to any facility that
regularly or occasionally provides overnight
accommodation for tourists.
• Occupancy rate refers to the proportion of the rooms or
bed places in a collective tourism establishment that is
occupied over some period of time, such as night,
month or year.
• Duration of stay refers to the time spent during a visit
measured from the standpoint of the receiving country
or place.
• Tourism receipts are defined as expenditures of
international inbound visitors including their payments to
national carriers for international transport. They also
include any other prepayments or payments afterwards
made for goods and services received in the destination
country.
1.1 – T&T Structure – Who are Tourists?
 It is easy to refer to tourists as if they were just an

anonymous mass of people, but of course there are
many different types of tourists, each with their own
different needs and motivations. Tourists can be:
• International – people from overseas.
• Domestic – people from your own country.
 Tourists can be classified in many ways but it is usual
to divide them up in terms of their purpose of visit. We
can now briefly look at three major categories of visit.
Leisure tourists
 These are people who are visiting somewhere for
pleasure rather than business-related reasons, in
other words they are on holiday. Tourism, in everyday
language, generally means people engaging in
leisure-related activity, making use of their free time
and using their own economic resources (money) in
order to do so. Leisure visitors can be further divided
according to whether or not they are day trippers,
overnight visitors, short break or holiday takers.
Business tourists
 Business travel is one of the most important
elements of international tourism. It includes travel
for business meetings such as sales trips,
attendance at conferences and trade shows, and
government business. In general, business
travellers are high spending and make extensive
use of premium fares on trains and airlines as well
as on staying in quality hotels.
 MICE (Meetings, Incentives, Conferences and
Exhibitions) is the recent growth area in
international tourism and relates to various forms of
business tourism.
• Meetings are defined as events designed to
bring people together for the purpose of
exchanging information, either from within one
company or organization or from a broader
spectrum of people.
• Incentives are the second category of this

market segment and include travel to a foreign
country or domestically as part of a motivational
incentive scheme to increase or reward the
employee effort.
• Conferences are generally accepted as being
multi-day events having at least 100 delegates
attending the event for the purpose of
exchanging information. Such a conference is
termed to be an international conference if 40%
of the delegates originate from outside of the
host country. Conferences are thus differentiated
from meetings by both the duration of the event
and the number of people attending.
• Exhibitions involve the bringing together of
people for the purposes of viewing products and
services.
Visiting Friends and Relatives (VFR)

 Visiting friends and relatives may be for the purposes
of leisure, recreation and holidays. There are also Think of your
others factors, however, to do with family occasions own
circumstances
(births, weddings, funerals) which are not traditional or those of all
vacations or holidays.
your relatives
 In many societies, returning to the community from and friends:
where one’s family originated (indeed, where family How many
members may still reside) is an important part of the have moved
annual calendar, especially with regards to religious from one area
or cultural holidays and festivals. to another?
 The importance of the contribution made by VFR to How often do
the development of tourism in a given destination can you visit?
be illustrated by the survey findings listed in Fig. 1.1 How did you
 Consider how many people move away from their travel?
What do you
home town at some stage in their lives, leaving
do when you
behind loved ones with whom they presumably want are there?
to be reunited from time to time.
Survey Results
❏ I usually buy in extra food when people ❏ Staying overnight with friends or relatives
come to stay with me 88% agreed is a cheap way of having a holiday 62%
❏ I always try to find an attraction or local agreed
❏ Many of my friends live so far away from
event to go to when I have visitors
me that visiting them requires staying
❏ 45% agreed
I always take my visitors out to eat I ❏ overnight 68% agreed
local restaurants at least once during I try to combine trips to visit friends or
❏ their stay 58% agreed relatives with an event of interest to me
❏ in the area 41% agreed
When going out with my visitors I avoid
places I know will be crowded with other It’s important that the people I am
❏ staying with come along with me to visit
tourists and day trippers 63% agreed ❏ local attractions or events 57% agreed
If I didn’t have room for visitors to stay
overnight at my house I would When I stay overnight with relatives it is
usually because of a family event or
❏ recommend other accommodation ❏
locally 69% agreed special occasion 53% agreed
❏ I feel I should pay for everything when I By going to stay with friends or relatives
you get to see parts of the country you
have visitors to stay 47% agreed
may not otherwise visit 77% agreed
Going out with my visitors makes me
realise how much my local area has to
offer 61% agreed
What is the travel and tourism industry?

 Travel and tourism is a global industry involving
approximately 1 out of every 11.5 people on the Think of your
planet. The industry has experienced tremendous own
circumstances
growth in the last 40 years and is now considered to or those of all
be one of the most important industries in the world.
your relatives
 However, what exactly are we talking about when we and friends:
say ‘the travel and tourism industry?’ How many
 To put it simply, it is that whole mix of businesses and have moved
agencies that work together to serve the needs of from one area
people who travel. Some do this directly, such as to another?
airlines, bus companies, hotels and holiday How often do
companies. you visit?
 Some do this indirectly, such as advertising agencies, How did you
travel?
consultants and government bodies. The various sub-
What do you
sectors that go to make up the travel and tourism
do when you
industry are shown, in a simplified form, in Fig. 1.2. are there?
What is the travel and tourism industry?

 The presence of these sub-sectors determine the characteristics of the
tourism industry in any particular location and the types of tourists that
are being attracted to go there. A complex network of tour operators,
travel agents, transport operators and accommodation providers work
together to identify and develop new markets or recreate existing
markets.
 Tour operators, airlines and hotels have become increasingly important
in destination development.
Let us now briefly look at
what each of the component
sub-sectors of the travel and
tourism industry actually does
and why they are important.
Fig. 1.2 The component sub-
sectors of the international
travel and tourism industry
1.1 – T&T Structure – Role of the Travel Agent
The role of the travel agent

 Travel agencies act as agents for a variety of principals (the suppliers of
the travel and tourism industry’s products) such as airlines, rail
companies, hotels, tour operators, car hire companies and currency
suppliers. The main role of a retail travel agent is to sell holidays, ancillary
products (such as insurance, car hire, foreign currency etc.), provide
information and to advise customers.
 There are also business travel agents who specialise in providing services
for business travellers. These business travel agencies provide speed and
flexibility in making travel arrangements with scheduled airlines and
accommodation bookings with large international hotel chains.
 Travel agencies vary in their size and scale of operation. In some
countries you will find multiples. These are agencies that have branches
throughout a country and often in counties abroad as well, example,
Thomas Cook agency.
 You can also find smaller independent travel agents called miniples,
which are not part of a national chain. They usually have one retail outlet
but may have a number of shops in the specific area.
The role of the travel agent

 Travel agencies perform a key role as intermediaries that
provide information on destinations and tour packages, and
enable potential clients to access this information and confirm
their arrangements through bookings. Their place in the chain
of distribution is shown in Fig. 1.3. i.e. key aspects of this
distribution process are:
• The principals acting as primary suppliers in the tourism
distribution chain include transport, accommodation,
attraction, local tours etc.
• Tour operators can be seen as product builders i.e., they
produce a new product by combining or packaging the
basic products or components offered by primary suppliers.
• Travel agents can be viewed as information brokers,
providing the consumer with relevant information and
booking facilities.
• Computerized Reservation Providers of travel products:,

Systems/ Global Distribution transport, accommodation, transfers
and other services
Systems (CRS/GDS) cover
airline offerings as well as
other tourism relevant
products such as packaged Wholesalers
holidays and other means of Tour Operators
transportation. They provide
the main links to tour operator
systems and to travel agents. Retailers Direct Sell
Travel Agencies eg via internet
• On-line reservation systems
allow customers to by-pass
traditional intermediaries and
deal directly with the primary
Customers
suppliers to obtain information
and make reservations. Fig. 1.3 The chain of distribution
 To help illustrate how the chain of distribution actually works, the

accompanying image shows an example of an extract from the website
of a Brunei-based travel company. Freme Travel Services is the largest
travel agency in Brunei, Darussalam, employing over 60 people with
branch offices in four different locations throughout the country.
 The company offers outbound leisure travellers a wide range of travel
products and services including flights, cruises, hotels, rail, car rental,
transfers, tour packages and medical screening packages. In terms of
business travel, the company is the appointed agent for Brunei Shell
Petroleum for all work-related travel, including hotel bookings and it
also caters to the needs of over 90 corporate clients throughout Brunei.
 Source: http://www.freme.com/
1.1 – T&T Structure – Role of the Tour Operator
 The tourism industry is well known for its ‘packaging’ of

tourism products together into a tour or holiday. A tour
operator typically combines tour and travel components to
create a package holiday.
 The most common example of a tour operator’s product
would be a flight on a charter airline plus a transfer from
the airport to a hotel and the services of a local
representative, all for the one inclusive price. Many tourists
find buying a package tour a very convenient, economical
and secure way to travel.
 Packaging is the process of combining a number of inter-
related tourism products and services that, together, offer
a comprehensive experience for travellers. They are
brought together into a convenient single product at a
lower price than if they were bought separately.
 Packages can be and often

are designed to appeal to a
specific target market. The
best packages offer unique,
appealing experience or series
of experiences to travellers, at
good value.
 Fig. 1.3 clearly indicates that
some tour operators act as
wholesalers and sell their tours
through retail travel agents.
Others sell directly to the
customer, sometimes just over
the internet (see Fig. 1.4). Fig. 1.4 - Internet based
travel and booking agencies
 In order for tour operators to be able to stay in business and remain

profitable it is important that they are able to do the following:
• Identify and meet consumers’ needs, requests and expectations;
• Assemble tourism products from different providers according to
customer requirements;
• Provide a coordinated and seamless travel experience;
• Reduce prices by negotiating and pre-purchasing tourism products
in bulk;
• Issue and deliver travel documentation, i.e., ticketing, vouchers,
etc.;
• Assess and monitor the quality of facilities and products;
• Reduce the perceived risks for consumers;
• Provide appropriate information by using leaflets, maps, brochures,
videos, CDs etc.;
• Undertake pre and post experience marketing research;
• Promotion of particular products or packages, in co-operation with
suppliers;
• Complaint handling for both customers and industry partners.
1.1 – T&T Structure – Role of the Accommodation Providers
 All tourists need somewhere to stay during their

holiday, and accommodation therefore forms an
essential part of a tour operator’s package.
 However, the accommodation sector provides an
enormous variety of accommodation types to suit a
wide range of visitors. Accommodation ranges from
luxury 5 star hotels which provide facilities and
services such as 24 hour room service, gyms,
swimming pools etc. to camping grounds where the
visitor is provided with a patch of ground on which to
pitch a tent.
 Classification of different types of accommodation is
very difficult as they can mean something different in
another country. In the United States, the meaning for
an ‘inn’ is a hotel or motel style accommodation
usually operated by a chain such as Holiday Inns. In
Britain, an ‘inn’ would describe a pub-style
accommodation offering bed and breakfast.
 A range of options are available at most

destinations and it is common to find all of the
following:
• Hotel is an accommodation establishment of
at least 10 rooms that correspond to high
standards and offers dining services
(restaurant).
• Motel is an accommodation establishment of
at least 10 rooms situated near a road that is
primarily meant for car travellers and has a
safe parking site.
• Guesthouse is an accommodation
establishment of at least 5 rooms which offers
dining services.
• Hostel is a simple accommodation
establishment for holiday, sport or study
visitors that offers dining or cooking facilities.
• Holiday village or camp is an establishment

providing limited accommodation services,
which has an enclosed area for tents and/or
caravans, parking sites for motor vehicles
and/or dwelling houses (bungalows).
• Holiday home is an accommodation
establishment for holiday-makers, which is
rented out fully and has cooking facilities.
• Visitor’s apartment is an accommodation
establishment with food-preparing facilities
which is rented out.
• Bed and breakfast means accommodation
services at a private farm, house or
apartment which includes breakfast.
 An important distinction in the accommodation used

by tourists is in the difference between serviced and
non-serviced types. Serviced accommodation
means that members of staff are available on the
premises to provide services such as cleaning,
meals and room service.
 The availability of such services, even if they are not
in fact used, is included in the price charged. If the
accommodation is non-serviced, this means that the
sleeping accommodation is furnished and provided
on a rental basis, normally for a unit comprising
several beds such as a cottage, an apartment or
caravan.
 While services for the provision of meals, bars and
shops may be available on site on a separate
commercial basis, as in a holiday village, they are
not included in the price charged for the
accommodation.
 Most of the hotels used by international travellers

have rooms with en-suite bathrooms and, more
commonly in the United States than elsewhere,
climate control. Other features usually found
include a telephone, an alarm clock, a television,
and broadband Internet connectivity.
 Food and drink may be supplied by a minibar
(which often includes a small refrigerator)
containing snacks and drinks (to be paid for on
departure), and tea and coffee making facilities.
 The cost and quality of hotels are usually indicative
of the range and type of services available. Due to
the enormous increase in tourism worldwide during
the last decades of the 20th century, standards,
especially those of smaller establishments, have
improved considerably.
 For the sake of greater comparability, rating

systems have been introduced, with the one to
five stars classification being most common.
 E,g., most people recognise that a 5 star hotel
will have excellent service, be exceptionally
clean and tidy with housekeeping staff on call 24
hours, have up to date luxurious décor and have
a wide range of facilities on offer.
 A 3 star hotel on the other hand will have fewer
facilities, less luxurious décor and more limited
services, such as a limited 24 hour room service
menu instead of the entire restaurant menu.
 Catering facilities are very important for the
creation of suitable conditions for tourism and for
satisfying tourists’ basic needs in any specific
destination or resort.
1.1 – T&T Structure – Role of the Catering Outlets
 However, such food and beverage facilities

should not only be regarded as being a basic
tourist need; they are also important to the
development and promotion of all types of tourist
facilities, and can be classified as tourist
attractions in themselves.
 They are certainly a key tourist facility within any
destination. In Poland there exists basic catering
facilities providing regional and traditional menus
which fulfill the role of tourist attractions at a
regional, national and even international level.
 In Krakow there are cafés and wine-bars which
are particularly attractive to tourists for their
historical value, menu and atmosphere. This
diversity of food facilities should be taken into
account by those responsible for destination
management within tourist areas.
1.1 – T&T Structure – Role of the Catering Outlets
 To help you appreciate the importance of hospitality provision within

tourist destinations you can now undertake an investigation within
your local area.
Activity 1
a) Identify the range of accommodation providers available, including:
hotels, hostels, apartments, guest houses, camp sites.
b) Choose an example of each and describe the products and services
available.
c) Explain how such properties can be classified using various grading
criteria.
d) Examine the occupancy trends within your chosen areas.
 Sources of information to help you undertake this task include the
local area’s ‘Destination Manual’ and sample promotional materials
produced by individual providers. Statistics and grading criteria are
available from the local tourist board.
 This work could be expanded as it is a good chance to investigate the
products and services needed by leisure versus business travellers.
1.1 – T&T Structure – Role of the Transport Providers
 Transport has developed hand in hand with tourism.

Improvements in transportation facilities have
stimulated tourism and, in turn, tourism demand has
prompted transport developments such as the growth
of charter air services to serve the international
tourism market. Transport developments have made
tourist destinations accessible to their markets in
tourist generating areas. All tourism depends on
access, and the lack of accessibility can make or
break a destination.
 Methods of transportation used by international
travellers vary according to the needs of the individual.
The needs of a leisure tourist will be quite different to
those who are travelling for business purposes.
 However, it is fair to say that an individual tourist will
take into account factors such as price, convenience,
choice of departure points and timing of services when
making their travel arrangements.
 Air transport providers include the major national

carriers (such as Air India, Cyprus Airways, British
Airways, Emirates etc.) as well as the low-cost,
budget or ‘no frills’ airlines (such as EasyJet and
Ryanair). These carriers operate scheduled flights
that run to a published timetable and operate
irrespective of whether there are enough
passengers to make a profit or not. However,
because of their regular flights, variety of routes
and service standards, they attract both business
and leisure passengers.
 Not all tourists flying to their destination travel on a
scheduled flight. Charter flights are mainly used by
the package holiday industry and tour operators
who make a contract with an airline for a specific
route for the peak holiday season. Furthermore,
charter airlines frequently operate on routes, or to
airports, where there is no scheduled service.
 Much of the traffic through small and medium

sized airports in the United Kingdom consists of
charter flights, and the survival of these airports
often depends on the airline landing fees they
get from the charter companies.
 Although charter airlines typically carry
passengers who have booked individually or as
small groups to beach resorts, historic towns,
or cities where a cruise ship is awaiting them;
sometimes an aircraft will be chartered by a
single group such as members of a company, a
sports team, or for travelling to a major event.
 Many airlines operating regular scheduled
services (i.e., for which tickets are sold directly
to passengers) have set up charter divisions,
though these have not proved to be competitive
with the specialist charter operators.
 Water transport providers

include ferry operators and
cruise companies. However, in
terms of being a transport
principal, it is the ferry
companies that will be
considered in this instance.
 The services provided by the
ferry companies help to link
groups of islands such as those
found in Greece or to connect an
island destination to an adjacent
larger land mass, such as the
UK and mainland Europe across
the English Channel.
 Rail transport is important for travelling both within and

between different countries. Services are scheduled
and travellers perceive trains to be safe, cheap and
more convenient for many journeys. A train journey
involves no long check-ins, no extra charges for
baggage, an ever-changing view and no tedious
transfers as the trains go straight into city centres. For
these reasons, the Eurostar service carries more
passengers between London and Paris than all of the
airlines put together.
 Rail travel is also popular with independent travellers
because trains on major inter-city routes have many
facilities ranging from restaurant cars to sleeping
compartments and even laptop plug-in sockets. There
are some very famous forms of rail transport, the Trans-
Siberian Railway, the Orient Express and the South
African Blue Train are all well known for their sight-
seeing appeal and are attractions in their own right.
 Coach transport operations can be categorised as

follows:
• express coach services, domestic and international;
• private hire services;
• tour and excursion operations;
• transfer services.
 Greyhound in the United States is one of the most
famous inter-city express coach operators but it has to
compete with budget airlines and American Track
(AMTRAK) rail services run by National Railroad
Passengers Corporation for its customers. Within
Europe, the brand name Eurolines is made up of 32
independent coach companies operating together to
run Europe’s largest regular coach network.
 This network connects over 500 destinations, covering
the whole of the continent, including Morocco.
Eurolines services allow passengers to travel from
Sicily to Helsinki and from Casablanca to Moscow.
 Car transport can be hired independently

through international chains such as Hertz and
Avis or by making a reservation through travel
agencies. Car hire is popular with independent
travellers because vehicles can be collected at
an airport and returned to another office
elsewhere if needed.
 Fly-drive holidays are very popular, particularly
when visiting destinations such as Australia,
New Zealand and USA. Campervans are
becoming increasingly popular both in New
Zealand and in the United States where more
than 25m Americans make use of them each
year. While not cheap to hire, they have the
advantage of flexibility and independence
providing both transportation and
accommodation.
1.1 – T&T Structure – Role of the Attractions
 It is important to realise that tourist attractions are a dynamic

component of the travel and tourism industry and, as such, are
continually changing and evolving. Tourist attractions draw visitors to a
destination by providing opportunities for relaxation, amusement,
entertainment and education.
 The importance of such visitor attractions within the travel and tourism
industry should not be underestimated.
Activity
 For each of the countries named, research and name one major
Natural and one major Built Attraction:
Country Natural Attraction No. of Visitors Built Attraction No. of Visitors
Cambodia
Mexico
India
Ireland
Yours
1.1 – T&T Structure – Role of the Attractions
 Visitor attractions can be classified as follows:

• Natural attractions (example mountains,
forests, coastline, lakes/waterways, landscape
features)
• Built attractions (example theme parks,
museums, heritage centres, sports facilities,
family entertainment centres, cinemas, cultural
attractions, animal parks, historic sites,
shopping centres).
 Popular tourist destinations will contain a range of
attractions. Every attraction, regardless of the size
and scale of operation, will attempt to appeal to as
many visitors as possible in order to maximise
profits and to generate funding to support its
further development. In this way, attractions will
over time introduce new facilities in an attempt to
remain profitably in business.
1.1 – T&T Structure – Role of the Entertainment Venues
 Attractions are an extremely important part of the

tourism industry and are the driving force behind much
of the development that has taken place in a variety of
destinations. It can be argued that tourist attractions
are the most important component in the tourism
system. They are the main motivators for tourist trips
and are at the core of a destination’s tourism product.
 Without attractions there would be no need for many
other tourism services. Indeed, tourism as such would
not exist if it were not for the attractions. A great many
tourist attractions have strong entertainment
connections, being areas that are used primarily for an
audience to be engaged or captivated.
 These include sports stadia, theatres, and museums,
all of which could be considered to be tourist
attractions. Indeed many entertainment venues are
seen as tourist attractions.
 An important characteristic of many entertainment venues is the fact that they

offer products, services and facilities that appeal to different types of customer.
For example, Aintree Racecourse near Liverpool, England is famous for being
the home of the Grand National Steeplechase. However, the race course
generates revenues from hosting a variety of events apart from horse racing.
The race course grandstands can be used for business tourism events such
as conferences, seminars, exhibitions and various types of meetings.
 The venue caters to weddings and other types of private functions as well.
Aintree’s International Equestrian Centre was launched in 2007 as part of a
£35m redevelopment program. This new facility, primarily used for show
jumping and equestrian events, also has the dual purpose of being 37002m of
exhibition space with an additional area of
11002m allowing space for catering or storage.
 Since its opening in 2007, this exhibition
space has been used for an array of high-
profile and important events such as music
concerts attracting over 45,000 visitors to
see acts such as Pink, Deacon Blue, Amy
Winehouse, Girls Aloud and the Sugababes.
 Activity 2 - Identify the main visitor attractions that your local area has to offer. Put them
into categories such as:
• Museums, Religious Buildings and Art galleries
• Theme parks, Theatres and places of entertainment
 Working in small groups, visit two different types of attractions and complete a copy of
the following factsheet for each.
Attraction 1 Attraction 2
Name and location
Brief description of attraction
What is there for visitors to do?
Main types of visitor
Facilities for business visitors to use
Services for visitors with special needs
Catering facilities
Cost of visit and details of offers etc.
 This will give you a good idea about the ways in which different types of visitor
attractions provide different products and services to meet the needs of different types of
customers.
1.1 – Role of the Tourist Information and Guiding Services
 Tour guiding usually refers to the activity

of accompanying a group of visitors around
a particular site, town or part of a region,
giving information on the history and
geography of that area, pointing out item of
interests, and generally being responsible
for conducting the group efficiently.
 The tourist guide’s main role is to escort
groups or individual visitors from abroad or
from the guide’s own country around the
monuments, sites and museums of a city
or region interpreting, inspiringly and
entertainingly, in the visitor’s own language
the cultural and natural heritage and
environment.
 Tourist Information Centres (TICs)

carry a wide range of promotional
leaflets, brochures, guide books and
other material relating to the local region.
They are usually found at locations such
as points of entry (airports, railway
stations and ports) or central locations
within major tourist areas. In addition to
providing help and advice, booking
accommodation is an important service
that is provided for visitors.
 Furthermore, TICs are frequently used
as an outlet for the booking of local
guided tours and they also provide
information about local guides.
 To help you understand that your local area’s travel and tourism industry
comprises several interrelated spheres of activity offering a wide range of
opportunities for visitors, try to complete the following exercise. Identify
and provide examples of the main travel and tourism activities present in
your local area. Then, place these into suitable categories, such as:
Entertainment Transport Travel agencies and ancillaries Catering
Sport and leisure Accommodation Other visitor attractions
 Now undertake simple forms of analysis of the current range of products

and services available using the categories identified, by means of:
Tally Chart Pie Chart Bar Chart
 You will then be in a position to identify the total number of travel and
tourism suppliers. You could then express the numbers in each category
as a percentage of the total. This approach will allow you to quote
accurate figures, thus indicating the scale of the local industry. E.g., the
local area contains 25 hotels, 17% of travel and tourism activities are to do
with entertainment etc.
1.1 – Role of the Ancillary Tourist Services
 The chain of distribution provides many

opportunities for intermediaries to offer additional
travel products and services to their customers. E.g.,
some travel agencies also generate income from
Bureau de change or traveller’s cheque operations.
 Traditionally, this has been a significant source of
income for some major travel chains such as
Thomas Cook and American Express. Travel
insurance is offered both by tour operators and
travel agencies. In this way, travel agents and tour
operators can earn income from the commission
paid by the service providers they are representing.
TICs can offer an extensive range of information
services, operate accommodation booking services,
sell tickets for theatres, guided tours and events, as
well as some local/regional travel tickets.
 They also frequently have on sale a range of local
souvenirs, publications and postcards.
1.1 – Role and Function of Tourist Boards
 The role of National Tourism Organisations (NTOs)

is a very significant one. The mission of such
organisations is to increase the value of inbound
tourism to a particular country. Frequently, the
government will identify a series of objectives and
the NTO will facilitate a strategy for their
implementation.
 The structures through which delivery eventually
takes place are usually hierarchical and the number
of levels in such an arrangement will vary from
country to country. The important point to be aware
of is that the NTO will exert control and influence
from above while the local or regional tourist board
will be in the front line of delivering services to the
given destination’s visitors.
 It will now be helpful to look at an example next to
illustrate what precise roles and functions are
actually undertaken.
1.1 – Tourist Boards - Example
The role of the Croatian National Tourist

Board
 Established in June 1992, the Croatian
National Tourist Board (CNTB) is a national
tourist organisation that is responsible for
creating the country’s tourism identity and
enhance the reputation of Croatia’s tourism
product.
 The organisation’s mission also includes the
planning and implementation of a common
tourism development strategy as well as
being responsible for the overall quality of
the whole range of tourist services on offer
in the Republic of Croatia.
1.1 – Tourist Boards - Example
 The main functions the CNTB are as follows:

• to have involvement in all aspects of the total tourist product of the
Republic of Croatia
• to structure and conduct market research for the promotion of
Croatian tourism
• to design programs and plans for the promotion of Croatia’s tourism
product
• the analysis and evaluation of promotional activities
• the establishment of a Croatian tourist information system
• to deliver international and domestic tourist information activities
• to establish tourist representative and branch offices in abroad,
together with the organization and supervision of their work
• to cooperate with national tourist boards in foreign countries and
with specialised international regional tourist organisations
• to take necessary measures and plan activities for the development
and promotion of tourism in the less developed areas of the
Republic of Croatia.
1.2 – The SCEE Impact of T&T
Types of tourism impacts

 The growth and development of any new activity will bring
about a number of positive (advantages) and negative
impacts (disadvantages) This will always happen
regardless of the individual country’s level of economic
development. Those responsible for destination
management will seek to maximise the positive impacts
and minimise the negative ones. We shall now look at the
major positive and negative impacts associated with
tourism development.
 In recent years, tourism has been increasingly recognised
for its economic potential to contribute to the reduction of
poverty in Less Economically Developed Countries
(LEDCs). The travel and tourism industry’s geographical
expansion and labour intensive nature has supported the
spread of employment and this can be particularly
relevant to the remote and rural areas, where three
quarters of the world’s two billion people live under
conditions of extreme poverty.

 Statistics show that tourism in LEDCs is still
limited; in the first decade of the 21st century it
amounted to 1.2% of the world market share in
terms of international tourist arrivals and 0.8% in
terms of international tourism receipts.
 However, the share is rising as the group of
LEDCs are growing at a markedly faster pace.
Between 2001 and 2010, international tourist
arrivals in LEDCs increased by some 48%. This
was in contrast to growth rate of 17% worldwide.
 However, new tourism developments are not just
confined to the LEDCs. Many of the More
Economically Developed Countries (MEDCs) are
using tourism development as a drive for
regeneration of declining areas.

 For example, the new developments that have
been taking place in Budapest, the Hungarian
capital city since 1989 illustrate the role that
tourism and cultural regeneration can play in
transforming old spaces into new places’.
 In some case historic spaces have been
accorded new and symbolic status (a World
Heritage Sites); some attractions have been
re-packaged as itineraries or trails (as the
Cultural Avenue project). Some previously
derelict areas are being transformed and
regenerated into national cultural or
international business spaces.
 New shopping and leisure areas are also
being created in accordance with Budapest’s
desire to be recognised as a dynamic and
cosmopolitan city.
The economic impacts of tourism - The positive

economic impacts of tourism
 Tourism is consumed at the point of production; the
tourist has to go to the destination, opening an
opportunity for local businesses of all sorts and allowing
local communities to benefit through the informal
economy, by selling goods and services directly to
visitors. Tourism is a more diverse industry than so
many others.
 It has the potential to support other economic activities,
both through providing jobs that can complement other
livelihood options, and through creating income
throughout a complex supply chain of goods and
services. Tourism is labour intensive, which is
particularly important in tackling poverty. The
infrastructure required by tourism can also benefit poor
communities (transport and communications, water
supply and sanitation, public security, and health
services).
The economic impacts of tourism - The positive economic impacts of

tourism
 Tourism expenditures generate income to the host can stimulate the
investment necessary to finance growth in other economic sectors. Some
countries seek to accelerate this growth by requiring visitors to bring in a
certain amount of foreign currency for each day of their stay. An important
indicator of the role of international tourism is its generation of foreign
exchange earnings.
 Tourism is one of the top five export categories for as many as 83% of the
countries and is a main source of foreign exchange earnings for at least 38%
of the countries. The WTO estimates that travel and tourisms direct, indirect,
and personal tax contribution worldwide in 2010 was over US$800bn. The
rapid expansion of international tourism has led to significant employment
creation.
 Tourism can generate jobs directly through hotels, restaurants, nightclubs,
taxis, and souvenir sales, and indirectly through the supply of goods and
services needed by tourism-related businesses. Tourism supports over 10%
of the world s workers. Money is earned from tourism through informal
employment (example street vendors, informal guides, rickshaw drivers).
The positive economic New Tourist developments set

impacts of tourism up (resort complex hotels,
attractions
 The positive side of
employment is that
the money is Creates jobs directly in Local businesses
the developments supply services
returned to the local
economy, and has a Other companies are
great multiplier attracted to the area
effect as it is spent
over and over again. Workers spend their
income in the local area; More jobs indirectly
tax revenues increase created
The area becomes a

more popular destination, Taxes spent on improving
increasing profitability infrastructure, image an
and revenue for re- tourist services
investment
Fig. 1.5 The tourism Money lost through

leakage
multiplier
The positive economic impacts of tourism

 There are many hidden costs to tourism, which can have unfavourable
economic effects on the host community. Often, it is the richer countries that are
better able to profit from tourism than the poorer ones. The LEDC’s have the
most urgent need for income, employment and a general rise of the standard of
living by means of tourism, but they are unable to fully realise such benefits.
 Among the reasons for this are large-scale transfer of tourism revenues out of
the host country and the exclusion of local businesses and products from many
parts of the tourism marketplace.
 The direct income for an area is the amount of tourist expenditure that remains
locally after taxes, profits, and wages are paid
outside the area; after imports are purchased;
these subtracted amounts are called leakage.
 In most all-inclusive package tours, about 80% of
travelers' expenditure go to the airlines, hotels and
other international companies, and not to local
businesses or workers. In addition, significant
amounts of income that is actually retained at
destination level can leave again through leakage.

 E.g., it is estimated that 70% of all the money spent by tourists end up leaving
Thailand and up to 80% in certain parts of the Caribbean. There are two main
ways that leakage occurs:
1. Import leakage: This commonly occurs when tourists demand standards of
equipment, food, and other products that the host country cannot supply.
Especially in LEDC s, food and drinks must often be imported, since local
products are not up to the hotel’s (i.e. tourists) standards or the country simply
does not have a supplying industry. Much of the income from tourism
expenditures leaves the country again
to pay for these imports.
2. Export leakage: Multi-national companies
have a substantial share in export leakage.
In the poorer developing destinations,
such companies are the only ones that
possess the necessary capital to invest in
the construction of tourism infrastructure
and facilities. As a consequence of this, an
export leakage arises when overseas
investors who finance the resorts and
hotels take their profits back to their country of origin.

 All-inclusive resorts and the increasing popularity of cruise ships
in many destinations exert a clear restraining influence on the
local economies.
 Local businesses often see their chances to earn income from
tourists severely reduced when tourists remain for their entire
stay at the same cruise ship or resort. Holidays on an all-
inclusive basis provide almost everything that the visiting
tourists need and very little opportunity is left for local people to
profit from tourism in such locations. Furthermore, all-inclusives
also tend to import more and employ fewer local people and so
a much smaller multiplier effect is felt within the local economy.
 Tourism development can cost the local government and local
taxpayers a great deal of money. Developers may want the
government to improve the airport, roads and other
infrastructures, and possibly to provide tax breaks and other
financial advantages, which are costly activities for the
government. Public resources spent on subsidised infrastructure
or tax incentives may reduce government investment in other
critical areas such as education and health.

 Increasing demand for basic services and goods from tourists
will often cause price rises and lead to inflation that negatively
affects local residents whose income does not increase
proportionately. In the same way, tourism development can
increase the price of buildings and land. This makes it more
difficult for local people to five in tourist areas and can result in
the displacement of the local population.
 Many countries, especially developing countries with little ability
to explore other resources, have embraced tourism as a way to
boost the economy. Over-reliance on tourism carries risks to
tourism-dependent economies. Economic recession, the
impacts of natural disasters such as tropical storms and
changing tourism patterns can all have a devastating effect and
the destination could go into a serious economic decline.
 However, there is little doubt that tourism developments can
generate significant economic impacts for particular
destinations. Let us have a brief look at what happened to
Liverpool in 2008, when the city was the European Capital of
Culture.
 The city of Liverpool was the European Capital of

Culture in 2008. Overall, tourism in the city region
showed a substantial increase between 2007 and
2008. The number of visits to Liverpool grew by 34%,
and the number of visits to the city region as a whole
grew by 19%. In comparison to other sub-regional
areas in the North West of England, the Liverpool city
region showed substantial increases over the rest of
the region in both day and staying visitors.
 It has been estimated that 35% of all visits to the city
in 2008 were influenced by Liverpool being the
European Capital of Culture, and would not have
happened otherwise. This equates to 9.7m visits
being generated, with 6.4m (66%) of those being first
time visits (and therefor first-time visitors). Almost 3
million of these visitors who came from the UK were
from outside the North West; and almost 2.6m (87%)
of these were first-time visitors. Click Here for Video
 The proportion of first-time visitors amongst those

influenced by the city being the European Capital of
Culture rises significantly in those coming from
outside the UK (almost 2.6m), with 97% of all
international visitors visiting the city for the first time.
 It is estimated that additional visits driven by
Liverpool being the European Capital of Culture,
including both event attendees and non event
attendees, generated £753.8m of direct visitor spend.
The impact of this additional spend, indirect impact
and jobs supported are estimated to be as following. Click Here for Video
Visitor Type Liverpool City Elsewhere Elsewhere Outside North
City Region North West West
Direct Spend £521,630,000 £130,566,000 £49,113,000 £52,538,000
Indirect Spend £141,383,000 £33,597,000 £12,699,000 £13,403,000
Total £663,013,000 £164,163,000 £61,812,000 £65,942,000
Jobs Supported 10.225 2,632 991 1,065
The environmental impacts of tourism

 The quality of the environment, both natural and man-
made, is essential to tourism. However, tourisms
relationship with the environment is complex - many
activities can have adverse environmental effects. Many
of these impacts are linked with the construction of
general infrastructure such as roads and airports, and of
tourism facilities including resorts, hotels, restaurants,
shops, golf courses and marinas.
 The negative impacts of tourism development can
gradually destroy the environmental resources on which
it depends. On the other hand, tourism has the potential
to create beneficial effects on the environment by
contributing to environmental protection and
conservation. It is a way to raise awareness of
environmental values and it can serve as a tool to
finance protection of natural areas and increase their
economic importance.
The positive environmental impacts of tourism

 Tourism takes place in both natural and built environments. The
various positive environmental impacts that can result from
tourism development will thus vary depending upon the type of
destination.
 Tourism can significantly contribute to environmental protection,
conservation and restoration of biological diversity and
sustainable use of natural resources. Tourism has had a positive
effect on wildlife preservation and protection efforts as well,
notably in Africa but also in South America, Asia, Australia, and
the South Pacific. Numerous animal and plant species have
already become extinct or may become extinct soon.
 Many countries have, therefore, established wildlife reserves and
have enacted strict laws protecting the animals that draw nature-
loving tourists. As a result of these measures, several endangered
species have begun to thrive again. E.g. in Hawaii, new laws and
regulations have been enacted to preserve the Hawaiian
rainforest and the native species. The coral reefs around the
islands and the marine life that depend on them for survival are
also protected. Hawaii now, has become an international centre
for research on ecological systems.
The positive environmental impacts of

tourism
 In urban areas, a major phenomenon of the
1980s and 1990s was the interest expressed
in the redevelopment and regeneration of
derelict or decaying waterfront sites,
especially in inner city areas.
 The regeneration of derelict docksides was
very much a mark of many urban planning
and regeneration strategies. Well known
examples include Baltimore’s Inner Harbour,
San Francisco’s Fisherman’s Wharf, Sydney’s
Darling Harbour and Liverpool’s Albert Dock
waterfront. To help illustrate the ways in which
tourism can generate positive environmental
impacts, we can now look at two contrasting
destinations in South Africa.
Case Study 2 – The Krüger National Park in South Africa

 The world renowned Krüger National Park offers a
wildlife experience that ranks with the best in Africa.
Established in 1898 to protect the wildlife of the South
African Lowveld, the park covers nearly 2m hectares and
is a world leader in advanced environmental
management techniques and policies. It is the flagship of
South African national parks and is home to an
impressive collection of fauna and flora:
 336 types of tree and 49 species of fish
 34 species of amphibians and 507 species of birds
 147 species of mammals
 Man’s interaction with the Lewveld environment over
many centuries (from bushmen rock paintings to majestic
archaeological sites like Masorini and Thulamela) are
clearly evident in the Krüger National Park. These
treasures represent the cultures, persons and events that
played a role in the history of the Krüger National Park
and are conserved along with the parks natural assets.
Case Study 2 – The Krüger National Park in South Africa

 Visitors to the area have the chance to seek out the following
highlights:
 The Big Five: Buffalo, Elephant, Leopard, Lion and Rhino.
 The Little Five: Buffalo Weaver, Elephant Shrew, Leopard
Tortoise, Ant Lion and Rhino Beetle.
 Birding Big Six: Ground Hornbill, Mori Bustard, Lapper-faced
Vulture, Martial Eagle, Pel’s Fishing Owl and Saddle-Bill Stork.
 Five Trees: Baobard, Fever Tree, Knob Thorn, Marula, Mopane.
 Natural/Cultural Features: Letaba Elephant Museum, Jock of
the Bushveld Route, Albasini Ruins, Maserini Ruins, Stevenson
Hamilton Memorial Library, Thulamela.
 All the main rest camps have day visitor areas. There are also
many picnic spots and visitor get out points distributed throughout
the park At the picnic spots visitors can (for a nominal fee) hire
gas skottels (outdoor elevated frying pans) to cook meals on.
These pans are cleaned by the attending staff, so that visitors do
not have to worry about carrying cumbersome and greasy pans in
their vehicles.
 There is a maximum threshold of vehicles that can enter the park
daily. If this threshold is reached, only visitors with pre-booked
overnight accommodation are permitted access.
Case Study 3: The Victoria and Albert Waterfront in Cape Town, South Africa
 Although the Victoria and Alfred Basins became the centre for Cape Towns fishing
industry arid smaller scale ship repair activities during the 1960s, the area was
relatively isolated as a result of customs the fences and became derelict and
underutilized during the 1970’s.
 Development of the area was extremely slow and by the end of the 1970’s, much of
the area remained as a treeless wasteland of sand and parked cars. Cape Town
had effectively been cut off from its historic coastal heritage and the public was
denied access to the waters edge. In 1985, the Ministers of Transport Affairs and of
Environmental Affairs and Tourism began to investigate the potential for greater
public use of the harbour areas.
 In November 1988, Victoria and Alfred Waterfront (Pty) Ltd (V&AW) was established
as a wholly-owned subsidiary by Transnet Ltd to redevelop the historic docklands
around Victoria and Alfred (V&A) Basins as a mixed-use area with a focus on retail,
tourism and residential development, with the continued operation of a working
harbour.
 The main planning motivation for the project was the re-establishment of physical
links between Cape Town and its waterfront in order to create a quality
environment; a desirable place to work, live and play; and a preferred location to
trade and invest for Cape Town residents and visitors.
Case Study 3: The Victoria and Albert Waterfront in Cape Town, South Africa
 The formerly declining fabric of the old port areas built environment was transformed
by waterfront regeneration developments such as the following:
 The Pierhead became the initial focus of the Waterfront project and the building
restoration program introduced new uses such as restaurants, taverns, speciality
shops, the V&A Hotel, a theatre, an arts and crafts market, and the national
Maritime Museum to replace the derelict harbour warehouses, workshops and
stores.
 Phase Two of the project saw the completion of the twenty six 500m2 Victoria
Wharf, speciality retail and entertainment centre at the end of October 1992. The
additional restaurants, entertainment and speciality shopping provided the critical
mass necessary to make the V&A Waterfront the most visited shopping and
entertainment destination in the Cape Town downtown for locals, domestic
visitors and international tourists alike.
 The development of the Clocktower Precinct has seen the integration of fishing
industry activities with new uses such as retail, offices and a public ferry terminal
to service Robben Island. Used at various times as a hospital, leper colony and a
military base, Robben Island gained international recognition as the site of the
political prison where former President Nelson Mandela spent 18 years of his life.
The island, declared a World Heritage Site at the end of 1999, has also been
redeveloped as a museum and public visitor attraction.
Case Study 3: The Victoria and Albert Waterfront in Cape Town,

South Africa
 There has been a sustained growth in visitor numbers over the years
and the V&A Waterfront has now become one of Africa’s most visited
destinations, with an average of over 20m people each year since
1997.
 During the 2010 World Cup in South Africa, approximately three
million people visited the V&A Waterfront between 11 th June and 11th
July, averaging around 115 000 per day. These figures were
unprecedented. They show a dramatic increase compared with the
previous year’s winter period when the destination averaged 60,000
visitors a day and they were well in excess of visitor numbers for
December, which is the peak tourist season and daily visitor numbers
usually average 87,000. About.50% of visitors to the V&A Waterfront
during the World Cup were locals; 29% international tourists; and 21%
South African tourists from other parts of the country.
 During the past year the V&A Waterfront has also announced two new
hotel developments. The Queen Victoria, a 5 star luxury boutique
hotel, opened in March 2011 and the 3-star Holiday-Inn Express to be
built on the roof of the Breakwater parking garage is scheduled to
open in early 2012. These hotels travellers at both the luxury and
more affordable ends of the visitor market.
The negative environmental impacts of tourism

 Negative impacts from tourism occur when the level of visitor use is greater than the
environments ability to cope with this use within the acceptable limits of change.
Uncontrolled conventional tourism poses potential threats to many natural areas
around the world. It can put enormous pressure on an area and lead to impacts such
as:
• soil erosion,
• increased pollution,
• discharges into the sea,
• natural habitat loss,
• increased pressure on endangered species and heightened vulnerability to forest
fires.
 It also often puts a strain on water resources, and it can force local population to
compete for the use of critical resources.
 The growth of tourism inevitably brings pressure on the environment. Increasing
amounts of litter and hotel waste are a nationally recognised problem, even in
ecotourism destinations such as Costa Rica. A recent edition of the La Nacion
newspaper in Costa Rica carried a report on rubbish piling up in the streets of the
popular Pacific coastal resort of Samara. Waste disposal as landfill takes up precious
land and, if burnt in incinerators, adds to air pollution.
 Vehicles carrying tourists add to air and noise pollution in sensitive areas, unrestricted
building scars the landscape as visual pollution.
The negative environmental impacts of tourism

 With the growth in tourist numbers, there is a very
real fear that some parts of Costa Rica are
approaching visitor overcapacity. Tourism carrying
capacity is defined by the World
 Tourism Organisation as:
The maximum number of people that may visit
a tourist destination at the same time, without
causing destruction of the physical, economic,
socio-cultural environment and an
unacceptable decrease in the quality of visitors’
satisfaction.
 Therefore, the carrying capacity is the point at
which a destination or attraction starts experiencing
adverse effects as a result of the number of visitors.
 To see how the environment can be put under
stress, we shall now look briefly at two case
studies.
Case Study 4: Machu Picchu Reserve and the Inca Trail Peru
 Machu Picchu is one of the most popular tourist destinations
in South America and normally some 68,000 people a month
come to visit the famous Inca ruins. A reserve was
established in the area of the River Urabamba valley by the
Peruvian government in 1981 to help protect both the Inca
ruins and the local environment, which is home to several
species of rare fauna and flora.
 Local people depend on the tourists who reach the site of
the ruins either by walking along the Inca Trail or by
travelling on the Machu Picchu railway. United Nations
Educational Scientific and Cultural Organization (UNESCO)
designated Machu Picchu a World Heritage Site in 1983.
 Physically the whole reserve, but especially the city site and
trail, is under permanent threat of degradation due to its
fragile ecological balance. Furthermore, because of its
precarious position with steep slopes and heavy seasonal
rainfall, it is at risk from severe mudslides and erosion.
Case Study 4: Machu Picchu Reserve and the Inca Trail Peru
 The fact that fires are set off by local farmers who are
desperate to make a subsistence living in the harsh
environment are an added problem. Tourists using the same
trail repeatedly again trample the vegetation and soil,
eventually causing damage that can lead to loss of
biodiversity and have other impacts. Such damage can be
even more extensive when visitors frequently stray off
established trails.
 The main threat to this whole site is the sheer pressure of
visitor numbers. Up to 2,000 people visit Machu Picchu itself
daily, with visitor numbers growing at 6 % per year. These
tourists largely contribute to pollution in the area by leaving
rubbish along the banks of the Urubamba River and the
untreated sewage within it. Problems are focused also on the
campsites for backpacking groups, unregulated latrines and
issues of waste disposal. The site has become a ‘honeypot’
with over 1,000 people all trying to see sunrise in Machu
Picchu at the same time.
Case Study 5: Bimini Island in the Bahamas

 The multimillion dollar Bimini , Bay Resort is threatening both
local communities and their environment The first phase of the
project is now completed and includes a marina and numerous
condominiums. This development has outraged local community
members, who point out that the development is doing great
harm to the environment. Key issues include:
• Mangroves have been bulldozed, land has been carved up,
the seafloor dug and destroyed and the North Bimini lagoon
has been silted with dredge effluent.
• The destruction of fertile breeding grounds has resulted in a
decrease in conch and fish numbers, threatening the
livelihood of local people.
• Water supplies are being used for tourism development,
causing water for the local communities to be frequently
• turned off.
• Further planned developments will lead to greater destruction
of protective mangrove lagoons and seagrass beds which
support lobster, Conch, turtles and many species of fish.
Case Study 5: Bimini Island in the Bahamas

 The devastating impact of the 2004 Asian tsunami has illustrated that
mangroves are the best defence there is when hurricanes and tidal waves
strike. The Bahamian Governments decision to permit a developer to destroy
Bimini islands protective mangroves and replace it with a tourist resort could
put the security of the island in jeopardy. The habitats of many endangered
species of marine life, including dolphins, turtles and sharks, are seriously
threatened. Local Biminites, fishermen, Bahamian environmental
organisations, and the international scientific community are desperately
fighting to protect the ecosystem of this island from tourism.
 In January 2009, the Bahamian Government announced that it would
establish a Marine Protected Area (MPA) in the north of the island. This
could put a halt to the golf course, planned under second phase of the
development, because part of the course would fall inside the MPA boundary.
If built, the golf course would require further mangroves to be destroyed and
cause pesticides to leach into the fragile marine environment. Golf courses
can also create additional negative environmental impacts because its
maintenance can deplete fresh water resources. If the water comes from
wells, over-pumping can cause saline intrusion into groundwater.
The socio-cultural impacts of tourism

 Important social and cultural impacts arise when tourism brings changes into
the host populations value systems and traditional patterns of behaviour, thus
threatening aspects of the local social and cultural identity. Changes often
occur in community structure, family relationships, collective traditional life
styles, ceremonies and morality.
 However, tourism can also generate positive impacts as it can serve as a
supportive force for peace, foster pride in cultural traditions and help avoid rural
to urban migration by creating local jobs.
The positive socio-cultural impacts of tourism
 There are many positive consequences of tourism that arise when tourism is
practiced and developed in a sustainable and appropriate way. Tourism
supports the creation of community facilities and services that otherwise might
not have been developed, and it can bring higher living standards to a
destination.
 Other benefits include upgraded infrastructure, health and transport
improvements, new sport and recreational facilities, restaurants, and public
spaces as well as the availability of new commodities and foodstuffs. Tourism
can also boost the preservation and transmission of cultural and historical
traditions, and a renaissance of indigenous cultures, cultural arts and crafts.
Case Study 6: Maori Tourism in New Zealand

 The Maori people are the indigenous people of Aotearoa
(New Zealand) and first arrived there in waka hourua
(voyaging canoes) from their ancestral homeland of
Hawaiki over 1000 years ago. Today, Maoris make up
over 14% of the total population. Their language and
culture has a major impact on all facets of New Zealand
life including the tourism industry.
 Maori culture is intrinsically linked into the heritage and
culture of New Zealand. The haka (war dance) and the
moko (tattoo) are well-known both in New Zealand and
abroad. The national museum in the capital city,
Wellington, is Te Papa Tongarewa, meaning ‘Our Place’
and is one of the largest national museums in the world.
It houses the national art collection as well as many
 Maori artefacts and treasures. The Maori want their
tourism products to reflect the cultural resources of their
present communities and not to always look back to the
past.
Case Study 6: Maori Tourism in New Zealand

 However, the main components of New Zealand’s Maori
tourism experience include:
 Teaching of woodcraft and woodcarving demonstrations, the
sale of art and craftwork
 Cultural and historic sites offering an interpretation of Maori
history via information hoards and visitor centre displays
 Cultural displays, wildlife tours and Maori language
sessions.
 Several towns and cities have reconstructed Maori villages
where it is not only possible to see how they once lived but also
to share in ceremonies and culture that continues even today.
 In Christchurch, the Maori tourist attraction, Ko Tane, in linked
to a wildlife reserve to widen participation and understanding of
today’s resources. The Ko Tane Living Maori Village at
Willowbank Wildlife Reserve, Christchurch is where Maori
culture and conservation meet to give visitors a unique glimpse
into the way of life of the South Island Ngai Tahu Maori people
before the arrival of the Europeans
The negative socio-cultural impacts of tourism

 Tourism allows people from different countries to meet and
mingle. Many people from developing countries would not have
the chance to meet westerners if tourism did not exist. The
demonstration effect considers the socio-cultural impacts
tourism may have on the behaviour of the host population, and
is generally defined as behaviour that members of the host
population copy from the tourists. The demonstration effect can
thus lead to the erosion of traditional culture and values as the
local population adopt visitor behaviour and this is often a major
cause of tension within the sections of local society.
 A good illustration of this would be the Middle East where
western lifestyle is frequently at odds with Muslim tradition.
There are a range of additional negative impacts that can result Click Here
from tourism development within destinations with traditional
societies including the following:
 Commodification: Tourism can turn local cultures into
commodities wherein religious rituals, traditional ethnic rites
and festivals are reduced to conform to tourist needs and
expectations.
The negative socio-cultural impacts of tourism

 Globalisation: Although tourists want to experience exotic locations and new facilities,
they also look for well-known hotels
 and familiar food brands.
 Loss of authenticity and staged authenticity: Adapting cultural activities or
performing shows for tourists as if they were happening in real life is known as staged
authenticity.
 Adaptation to tourism demands: Changes in the ways traditional crafts and
souvenirs are made to respond to tourist desires.
 Culture clash: In some destinations, tourists often fail to respect local customs and
moral values.
 Crime: The presence of a large number of tourists with a lot of money to spend, and
often carrying valuables such as cameras and jewellery increases the scope for crime
and brings with it activities like robbery, drug dealing etc.
 Sex tourism: The commercial sexual exploitation of children and young women has
paralleled the growth of tourism in many parts of the world. Though tourism is not the
cause of sexual exploitation it provides easy access to it in some destinations.
 Changing attitudes: The attitude of local residents towards tourism development has
changed over time. In the early stages of tourism development when there are only a
few visitors, they are made to feel very welcome. With increasing visitor numbers, there
is frequently a rise in both apathy and antagonism among particular sections of the
local population.
Case Study 7: The Banaue Rice Terraces in the Philippines

 The Banaue Rice Terraces are 2000 year old. terraces that were carved into the
mountains of Ifugao in the Philippines by the ancestors of the indigenous people.
The Rice Terraces are commonly referred to by Filipinos as the “Eighth Wonder of
the World”. The terraces were declared a World Heritage Site by UNESCO in 1995.
 The tourism industry has developed a number of activities for visitors which
includes the traditional sight-seeing of the terraces and visits to the tribes at the foot
of the terraces.
 Tourism now attracts people into an area of exceptional history, beauty and
grandeur. This also means that there has been an inflow of people into the area that
includes tourists, investors/ entrepreneurs and jobseekers. As a result, there is an
increase of congestion as more residential and commercial establishments are
built. An area limited in size now has to struggle to support the ever-increasing
number of people.
 With an increased population and expanded infrastructure, a settlement once
pristine and fresh has been put under stress.
 The tourism industry has now become an agent of change in the lifestyle of the host
communities. As tourists come from wide cultural backgrounds, they bring with them
their socio-cultural traits which are different from those of the host communities.

 The interaction between differing cultures has brought about negative socio-
cultural impacts as is most evident in Banaue, which has been visited by tourists
for more than three decades.
 Cultural performances including sacred rituals are performed to satisfy
the need for ‘authentic’ experiences of the tourists. Although entertaining
visitors with cultural performances and rituals is not entirely bad, some
performances are presented out of context. For staged cultural performances
of ethnic songs and dances, themes are often changed and abridged to suit
tourists’ expectations, thereby giving a false message to the visitors.
 In effect, cultural performances lose their authenticity. Moreover, cultural
performances are staged even when there are no appropriate occasions to
justify them. Agricultural rituals, for instance,
are staged at the wrong times of the year, just
for tourist consumption.
 Even though local villagers are aware of this
cultural travesty, they are encouraged to
perform for the financial incentives offered to
them by tourists, tour operators and even
academic researchers.

 Loss of valuable artefacts, ancestral heirlooms and other items of cultural
heritage. From the onset of outsiders5 arrival in Ifugao, aged rice wine jars
(buhl), rice granary gods (bulul), glass and plastic beads (pango), gold
pendants {linglingo), gold and brass earrings, brass armlets and leglets
(padang) that were handed down through many generations were sold not only
to tourists, but also to private and public collectors, curators and museums.
 Local community members have started to realise the importance of their
material culture, resulting in an increased effort, to retrieve lost artefacts and to
preserve what is left.
 Commodification of material culture in the form of mass production of
wood carvings that used to have cultural significance among the local
folk Regarded as profitable merchandise for trade, wood carvings are
massively produced and sold as souvenir items to tourists and for the export
market. E.g. The bulul (religious icon), which were considered sacred for many
generations, have been reproduced to satisfy the demands of tourism. More
often than not, reproductions of the bulul are done in bad taste. This
commodification of cultural goods has degraded the cultural and religious
significance of the bulul, an important aspect of Ifugao culture.

 The influx of tourists in the small and traditional villages of
Banaue, particularly in Batad, has started to irritate local
residents. Local folk feel that their private lives are being
invaded, particularly when tourists take their photograph without
consent. In some cases, their photographs are used
commercially, on postcards for example, or posted on the
internet without their knowledge.
 Tourists are mostly negligent or ignorant about local
customs and moral values. As such, tourists’ behaviour, from
the standpoint of the local community, is disrespectful and
offensive particularly in their mode of dressing, for example,
female tourists wearing bikinis while taking a dip in the rivers
and waterfalls.
 Other offensive behaviours includes overt displays of affection
between partners in public places and snooping into the houses
of local folk without permission from the owners. Members of
the local community do not want their children exposed to such
behaviours, which is against their moral and traditional values.
 It is important to remember that the development of

tourism within any given destination will have both
positive and negative impacts. This is to be expected
considering the range of spread effects that can take
place when a new tourism activity is established, as
indicated in Fig.1.6. It is, therefore, important that
those responsible for destination management make
every attempt to manage visitor impacts in a
sustainable way.
 It will make sense to try and maximise the positive
effects of tourism within particular locations, but it will
be equally important to try and minimise the negative
effects that can result from increasing tourist
numbers. Tourism activities can take place in a range
of locations throughout the world, and each
destination will have a different carrying capacity in
terms of the number of visitors; that can be managed
without causing significant negative impacts.
Prospect of Visitors
Investment (Attractions,
New image
environmental improvements)
Marketing
Civic pride
Visitors
Further Other economic Population
investments activities expand Growth
(Attractions, Income
environmental
improvements)
Jobs
Physical, economic and social regeneration

Fig. 1.6 The spread effects associated with new tourism development(s) within a destination
1.3 – National governments Role Policy and Promotion
Role of national governments in forming tourism policy and

promotion
 The role of national and regional tourist boards National governments
have an important role to play in the growth and development of the
travel and tourism industry. Governments seek to develop tourism for a
variety of reasons and their interest in the industry can be summarised
in terms of the following aims and objectives:
 Economic: employment creation, both direct and indirect; increasing
foreign currency earnings to contribute to the balance of payments
and GDP; bringing in tourists who spend money locally and
contribute to the multiplier effect; increasing income for commercial
operators; economic development and regeneration to develop the
infrastructure and improve the local area and conditions for the local
people.
 Political: enhancing the image of an area is particularly important for
LEDCs or for countries that may be perceived in a negative way due
to war or natural disasters; creating a regional or national identity to
boost domestic morale and encourage visitor numbers.
Role of national governments in forming tourism

policy and promotion
 Socio-cultural: promoting understanding
between the cultures of tourists and those of the
local population; improving quality of life for the Sri Lanka
A land like no other
local population; providing community facilities, “To build up tourism as an
as well as facilities for tourists; revival ; industry capable of playing a
traditional activities, festivals and ceremonies: significant role in the economic
advancement of the country
celebrate culture and develop a ‘sense of pride whilst preserving the country’s
in one’s own national and/or regional identity. cultural values, ethos and its
 Environmental: regeneration and conservation rich natural environment
thereby winning the approval
of the built and natural environment; stimulating of both the local population
environmental improvements of benefit to the and the international
community.”
local people as well as the tourists.
 To illustrate the ways in which a national
Fig.1.7 - SriLankan
government places importance on such aims and ministry of tourism
objectives, the vision of the Sri Lankan Ministry of vision
Tourism is shown in Fig. 1.7
Role of national governments in forming tourism policy and promotion

 In order for a national government to fulfil its aims and objectives with regard
to the development of tourism, it will be necessary to have some form of
official tourism policy. A national governments policy for tourism will usually
involve a combination of the following aspects:
 There is likely to be a high-level 5 or 10 years national plan that will include
specific goals and establish particular operational procedures and
development strategies.
 The published policy will provide guidance by addressing the issues that are
central to any effort made to develop and sustain a tourism industry.
 The policies will generally be found in formal statements, such as laws and
official documents.
 Tourism policy is generally considered to be an area within a nations overall
economic policy. The government will give emphasis to aspects such as:
a) The role of tourism in the economy,
b) Control of tourism development,
c) Administration of tourism,
d) Government support for tourism,
e) Tourisms impacts.

 There are two areas in which national governments can exercise a very specific
influence over the development of the country’s tourism industry. In terms of
planning, this generally involves the designation of regions or areas to be targeted
for tourism development. Government regulation plays an important role in
protecting tourist and enhancing their travel experiences in many ways, including:
 Consumer protection laws and rules,
 Fire safety laws in hotels,
 Health and food safety regulations,
 Competency standards for bus and boat operators,
 Environmental protection regulations,
 International aviation and air travel regulation.
 E.g., the Bolivian governments current National Tourism Plan (2006-2011) requires
an investment of US$200m. The main objective of the Plan is to create jobs and
generate revenues, in order to help stamp out the poverty that exists among the
country’s indigenous communities, which currently accounts for 70% of Bolivia’s
population. Under the slogan ‘Authenticity Still Exists’, the Plan will promote
sustainable tourism, preserving the natural, historical and cultural resources of the
country’s different regions. With the implementation of this National Tourism Plan,
Bolivia aims to double the number of visitors over a period of five years.

 We have already briefly looked at the role of National Tourism Organisations
(NTOs). In many countries, NTOs are ministerial bodies that pursue national
tourism policies and goals. They are sometimes created and operated to act
primarily as marketing entities and so they enable countries to pursue broad
promotional strategies that supplement the marketing normally done by the
private industry. Traditional marketing activities carried out by these NTOs
include:
 Marketing and promotion of the nation and tourism destinations,
 Encouraging private sector support and cooperation in promotional
activities,
 Representing the country in trade shows and expositions,
 Promoting and producing special events,
 Promoting and contracting for market research analysis,
 Maintaining overseas tourism information offices.
 In these ways, a NTO can actively promote the country’s tourism products and
bring it to the attention of a global marketplace in order to sustain and extend
the numbers of both leisure and business visitors.
 To illustrate how this works we can now look at what happens in Hungary, a
typical central Europe destination.
Example
 In Hungary, government responsibility for tourism rests with
the Ministry of Local Government. The Ministry oversees the
activities of municipalities, housing issues, sports and tourism.
The Minister performs tourism-related tasks through the State
Secretary for Tourism and supervises the activities of the
Hungarian National Tourist Office (HNTO), which is
responsible for tourism promotion in Hungary and abroad.
Including the representatives of the main tourism
organizations and the tourism regions, the National Tourism
Committee is the advisory body of the Minister responsible for
tourism.
 The country is divided into nine tourist regions as shown in the
figure below. For the co-ordination of tourism-related issues at
regional level, Regional Tourism Committees (RTC) have
been established in each region with the participation of local
government representatives and tourism professionals. The
activity of the RTCs is supported by Regional Marketing
Directorates responsible for regional tourism promotion.
Example
 The main objective of the HNTO is promoting Hungary’s
tourism attractions and services and thereby contributing to
the development of domestic and international tourism.
Tourism helps to create jobs in the Hungarian economy,
contributes to the development of the GDP and influences
favourably the current account of the balance of payments.
The objectives are attained by: _
 building and improving the image of Hungary, raising
awareness of the country as a tourist destination in
Hungary and abroad;
 providing unbiased assistance to help Hungarian tourism
companies to penetrate domestic and foreign markets;
 supporting regional co-operation in tourism marketing;
 Public relation and promotion in Hungary and abroad;
 providing tourist information to domestic tourists and
foreign visitors staying in Hungary; to potential travellers,
to decision makers and to Hungarian and foreign tourism
professionals.
The provision of travel and tourism information centres in country and out
of country
 Like all NTOs, one of the main objectives of Dubai’s Department of Tourism
and Commerce Marketing (DTCM) is to provide tourism and commercial
information to both tourists and business visitors to Dubai. To make it easier
for its customers to obtain this information, the DTCM has established seven
information offices located throughout Dubai to provide brochures and
booklets about tourism and trade in Dubai.
 In addition, they provide road maps, public transport schedules and
information regarding shopping and tourist facilities in Dubai. They can also
give information relating to conducting business in the Emirates and about
making online hotel reservations.
 The DTCM has established a global network of overseas offices to aid its
promotional strategy and in 2010, the following locations were operational:
 DTCM head office in Dubai, New York (USA), London (the UK and Ireland),
Paris (France), Frankfurt (Germany), Stockholm (Scandinavia), Milan (Italy),
Moscow (the Russian Federation, CIS and Baltic States), Sydney
(Australia), Johannesburg (South Africa), Mumbai (India), China (Beijing,
Guangzhou and Shanghai), Hong Kong (Far East), Tokyo (Japan), Saudi
Arabia (Jeddah and Riyadh) and Zurich (Switzerland and Austria).
The provision of travel and tourism information centres in country and

out of country
 Similar developments have taken place in most other countries. For
example, in Singapore, the Singapore Tourism Board (STB) has created a
Customer Information and Service Department.
 This department ensures effective delivery of destination information to all
visitors in Singapore. This is achieved through an extensive network of
brochure distribution points and the Singapore Visitors Centres (SVCs) in
key tourist areas, including Orchard Road and Changi Airport.
 The department also provides mobile SVCs at various exhibitions and
convention venues to cater to the needs of the business visitors. A tourist
phone line has also been made available to address visitor enquiries.
 Most destinations make special arrangements to provide services that will
encourage the development of business tourism. The Singapore
Exhibition and Convention Bureau is a part of the STB that aims to
establish Singapore as a dynamic business and events destination.
Conferences, exhibitions and trade fairs are now very important
components of the tourism economy of many international destination.
The provision of travel and tourism information centres in

country and out of country
 It is, therefore, to be expected that many destinations will try
and maximise their business tourism receipts. The creation of a
specialised conference bureau means that a destination will be
able to supply a conference organiser with a specialist
customer service package that gives attention to:
 The choice of venues appropriate to the scale of the event,
 Supporting visual material (such as promotional leaflets/
brochures to help sell the destination/venue),
 Costed bids (to help secure a booking),
 Range of accommodation options, if required,
 Transport/transfers to make visitor/delegate movement
easier.
 Audio-visual and stage/set quotations arranged to meet
organisers specification,
 Arrange social and partners programs to ensure visitors/
delegates enjoy the venue and will want to return,
 Provide support services (such as business and
communication facilities).
1.4 – The Pattern of Demand for International T&T
 Today, 70% to 85% of the population of most western European and other
developed countries participate in tourism, domestic or international - this
is known as the tourism participation rate. By contrast, comparable figures
for the world’s poorest nations are in low single digits (2-5%).
 Tourism participation in South Korea, Taiwan, Malaysia and Singapore:
have increased significantly during the past twenty years and are now
between 15% and 50%. reflecting the major changes that have occurred
within the economies of these countries.
 The participation rates in countries such as China and India, while still
comparatively low, are growing rapidly. In real terms, the numbers involved
with just a 5% increase in tourism in either country means in excess of 50m
additional tourists seeking destinations to visit, accommodations within
which to stay and things to do.
 Europe is the dominant tourism receiving region in the world, although its
dominance is gradually waning and an increasing number of travellers are
heading for Africa, the Americas, Asia and Australia. The fastest growing
region for tourism, in terms of both departures and arrivals, is east and
south-east Asia.
Patterns of demand for international

tourism; historic trends of international
tourism, volume and value
 Since 1950, there has been a tremendous
growth in international tourist arrivals.
Fig. 1.8 illustrates the major changes that
have taken place.
 The graph clearly indicates that
development has been particularly strong
in Asia and the Pacific (13% on an Fig.1.8 - Growth of international tourists
average per year) and in the Middle East (10%), while the Americas (5%) and
Europe (6%) have grown at a slower pace and at slightly below the world’s
average growth rate. New destinations are steadily increasing their market
share, while more mature regions such as Europe and the Americas are
having less dynamic growth.
 Europe’s share of international tourist arrivals has declined by over 10% since
1950 and the Americas’ has fallen by almost 13%. Europe and the Americas
were the main tourist-receiving regions between 1950 and 2000. Both regions
represented a joint market share of over 95% in 1950, 82% forty years later
and 76% in the year 2000.
Patterns of demand for international tourism; historic trends of

international tourism, volume and value
 As we enter the second decade of the 21st Century, world tourism remains
very strong despite the downturn in 2009 as shown in Fig.1.9. International
tourism has expanded dramatically over the past 60 years, achieving an
average annual growth rate of 6.5% between 1950 and 2005. The growth
rate has slowed over the last 10 years as a result of the economic
recessions in 2001-03 and again since mid 2008.
 As a result, although international tourist arrivals rose by 1.7% to reach
924m in 2008, there was a 4% decline in 2009. The 880m international
tourist arrivals in 2009 were not evenly
spread in global terms as the following
statistics clearly illustrate:
 Europe – 460m (52%)
 Asia and the Pacific – 180m (21%)
 Americas – 140m (16%)
 Middle East – 52m (6%)
 Africa – 48m (5%)
Fig. 1.9 - International tourist arrivals
 At present, travel for leisure, recreation and holidays accounts for half of all
international tourist arrivals (51%). About 15% of international tourists travel for
business and professional purposes and another 27% travel for other reasons,
such as visiting friends and relatives (VFR), religious reasons/pilgrimages, health
treatments, etc. The purpose of visit for the remaining 7% of arrivals are not
specified.
 Slightly over half of the travellers arrive at their destination by air transport (52%)
while the remainder travel over the surface (48%) - whether by road (38%), rail
(3%) or by water (6%). Over time, the trend has been for air transport to grow at a
faster pace than surface transport, therefore the share of air transport is gradually
increasing.
 Visitor expenditure on accommodation, food and drink, local transport,
entertainment, shopping etc. is an important
part of the economies of many destinations,
creating much needed employment and
opportunities for development. More than 80
countries earn over US$1bn from international
tourism.
 The WTO estimates that worldwide receipts
from international tourism reached US$1tn
Fig. 1.9 - International tourist arrivals
in 2009.
 Fig. 1.10 shows the top 10 countries for international tourism arrivals and
tourism receipts in 2009.
Country Arrivals (m) Country Receipts (US$ bn)
France 74.2 United States 93.9
United States 54.9 Spain 53.2
Spain 52.2 France 49.4
China 50.9 Italy 40.2
Italy 43.2 China 39.7
United Kingdom 28.0 Germany 34.7
Turkey 25.5 United Kingdom 30.0
Germany 24.2 Australia 25.6
Malaysia 23.6 Turkey 21.3
Mexico 21.5 Austria 19.4
Fig.1.10 Top 10 countries for international tourism arrivals and tourism receipts
(2009)
Major tourism generators and receiving countries in the world

 Majority of international travel takes place within the traveller’s own
region, with about four out of five worldwide arrivals originating from
the same region. However, travel between the worlds different regions
tend to grow at a somewhat faster rate than intra-regional travel. In
2008, inter-regional travel increased by 3.1% as compared to a growth
rate of 1.7% for intra-regional travel. The source markets for
international tourism are still largely concentrated in the industrialized
countries of Europe, the Americas, and Asia and the Pacific.
 However, with rising levels of disposable income, many emerging
economies have shown fast growth over the recent years, especially
markets in North-East and South-East Asia, Central and Eastern
Europe, the Middle East, Southern Africa and South America, Europe
is currently the most important source market, generating 55% of the
international arrivals worldwide in 2008, followed by Asia and the
Pacific (20%) and the Americas (16%). All three regions grew at below
average rates as the global economic crisis dampened growth in most
of the source markets in the second part of the year.

 The Middle East, however, continued its dynamic growth, recording an
annual increase of 16%. Outbound tourism from Africa also maintained a
growth rate of 5%.
 Why does the vast majority of international travel take place within these
regions? Northern Europeans holiday predominantly in Southern Europe
(particularly the Mediterranean), while the Caribbean and Mexico host
large number of visitors from North America and Europe. This is hardly
surprising given the cost and time restrictions on travel for most people.
However, this pattern is slowly changing, now that long-haul travel is used
increasingly as the main annual holiday option due to the decreasing real
cost of flights, peoples’ greater travel experience, and new destinations
coming into the market.
 While some developing countries are highly successful as destinations and
have been able to attract large number of visitors, others have so far not
entered the international tourism scene. The reasons for this vary greatly,
they are linked to physical characteristics and climate; government
commitment to tourism; security issues; accessibility; distribution channels;
image and marketing etc. to name but a few.

 Destinations that have been adopted by mainstream tour-
operators (especially in East Asia, North Africa and the Americas)
show very high arrival numbers due to the capacities carried by
the larger tour operators. Generally, the top tourism countries
amongst the developing world are relatively easily accessible.
 The WTO’s Tourism 2020 Vision projects that international arrivals
are expected to reach nearly 1.6 billion by the year 2020. Of these
worldwide arrivals in 2020, 1.2 billion will be intra-regional and
0.4bn will be long-haul travellers. East Asia and the Pacific, South
Asia, the Middle East and Africa are forecast to grow at over 5%
per year, compared to the world average of 4.1%. More mature
regions such as Europe and the Americas are anticipated to show
lower than average growth rates.
 Europe will maintain the highest share of world arrivals, although
this share will decline from 60% in 1995 to 46% in 2020. The total
tourist arrivals by region shows that, by 2020, the top three
receiving regions will be Europe (717m tourists), East Asia (397m)
and the Americas (282m), followed by Africa, the Middle East and
South Asia.
Destination Investigation - Group/Project Work -

Scenario
 ‘My Tours’ is a local tour agency that provides
services to inbound tourists.
 You work as a Tour Executive in ‘My Tours’ and
report to the company’s Tour Manager. Your duties
include planning itineraries for overseas visitors,
replying to customers’ requests for quotations, and
preparing messages, business notices and other
materials. The company is receiving an increasing
number of enquiries from leisure travellers about
visiting a destination in your local area. The recent
publicity about the creation of a new facility has
added to this interest.
 The Tour Manager would like you to investigate the
tourist appeal of this destination and help the
company produce some updated information for
the potential visitors.
Preparatory Work
1. You are required to surf the Internet for
information on the destinations hotels, local
attractions, eating places, transportation etc., and
you should approach organisations and suppliers
for brochures and details of their various services.
2. Conduct an investigation to identify the relative
popularity of the destinations visitor attractions.
You should conduct a survey to determine visitors’
preferences. It is suggested that you might ask a
variety of people in order to gain a representative
sample of opinions. A mix of class members,
school friends, members of your family and other
people would help to give a range of opinions. An
example of a Marker Survey Questionnaire
template that could be used is shown below.
Sample Questionnaire
Market Survey Questionnaire
Dear Sir/Madam I am________________ from __________________________
(Name of School)
 I am a Travel and Tourism student carrying out a market survey as part of my
course. I would appreciate it if you could spare a few minutes to complete this
questionnaire Please be assured that your responses will be kept confidential.
None of the information you give in the survey can be used to Identify you.
Thank you.
1. How often do you visit (the destination)?
 Once a week  Once every two weeks  Once a
month  Once every three months  Rarely
2. What was the main purpose of your most recent visit?
3. Where would you advise a visitor to eat?
4. List three attractions that you would advise a tourist to visit.
1.........................................................................................................
2...........................................................................................
3..............................................................................................................
Thank you for your help with my investigation.
 Produce a questionnaire data summary sheet, based on the findings of your

survey. You may use the following template or any other suitable format.
Questionnaire Summary
1. Most common frequency of visit: __________________________________
2. Most common main purpose of visit: _______________________________
3. Most popular place to eat: _______________________________________
4. The three most popular attractions to visit:
1 ____________________________________________________________
2 ____________________________________________________________
3 ____________________________________________________________
 Based on the responses in the completed questionnaires, sort and , display
the named visitor attractions using a table and/or a bar chart. An example of a
table for displaying sorted data is shown below.
Name of Attraction Number of responses
 You will now be in a position to analyse all the questionnaire data and be able
to make reasoned conclusions about the destinations visitor appeal.
Promoting visits to the destination's attractions

 Create a piece of promotional material in the form of a
flyer that can be folded for ease of use. For example,
an A4 size piece of paper should be printed
‘landscape to allow three columns on both front and
back.
 Your print material might include the following:
 Front page with an appropriate title, image and
company logo for ‘My Tours’.
 Details of five destination visitor attractions - one per
column - each to include:
1. Title/name of attraction,
2. Image of the attraction, and
3. Visitor information about the attraction.
How your knowledge and understanding of Unit 1 content is likely to be

assessed
 Examination questions will always be partly based on pieces of real travel
and tourism industry material. This first chapter contains a range of
examples such as Figures 1.7, 1.8, 1.9 and the images included within the
case study examples.
Question 1
 Refer to the figure next, an extract from the Lao People’s Democrat
Republic National Tourism Administration website.
a) Identify four positive economic impacts that the Lao People’s
Democratic Republic government hopes will result from tourism
development in the country. (4 marks).
b) Explain two negative economic impacts that are often associated with
the arrival of ‘international investors’, such as foreign-owned hotel
chains. (4 marks)
c) The Lao People’s Democratic Republic is a Less Economically
Developed Country (LEDC). Explain three ways in which the expansion
of tourism in the country might create negative social and cultural
impacts. (6 marks)
Lao National Tourism Administration
Lao People's Democratic Republic opened its doors to welcome tourists from every
continent around the world in 1998.The tourism sector plays a significant role in the
socio-economic development of the Lao PDR. Laos is blessed with overwhelming and
unexploited nature, pleasing every tourist who has come here.
The main aims are:
1. The Government will play a central role in the conservation, protection and
development of cultural, natural and historic tourism that is sustainable and
involves and benefits local people.
2. The Government considers tourism as a component of national economic
development to encourage production, the service sector, increase foreign
exchange earnings, create employment, generate income and raise the living
standards of the multi-ethnic Lao people.
3. The Government promotes activities such as traditional festivals related to the
national cultural and artistic heritage of the multi-ethnic Lao People, in order to
encourage domestic and international tourism.
The "New Tourism Landscape" is the new campaign to attract tourism. We welcome
you to what Laos has to offer, development potential as the nation enters the new
century.
Question 2
 Refer to the figure below, information about tourism spending in Guam.
a) The figure shows evidence that visitors to Guam create a Component Amount
strong ‘Multiplier Effect’. Identify and explain three ways spent
in which the local economy is likely to benefit. (6 marks) (US$m)
b) Explain three ways in which the Guam Visitors Bureau Accommodation $353.7
could help to increase the number of international visitors
to the destination. Entertainment $161.1
Transportation $27.1
(6 marks)
c) Discuss why the ‘Demonstration Effect’ can be a cause Food $132.2
of serious social problems in certain destinations. Retail $492.9
(6 marks) Total $1167.0
Source: Cambridge 0471 PI Q4 (b) and (c) June 2010
Question 3
d) Explain three negative environmental impacts frequently
caused by tourists visiting National Parks.
(6 marks)
e) Discuss the negative impacts that frequently result from
airport expansion.
Unit 01 – Exam Questions – June 2016 – Paper 11
(c) Many large city destinations suffer from overcrowding and congestion in their
central areas.
State and explain three ways in which destinations try to reduce these problems.
1
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
__
__________________________________________________________________
[6]
2
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
(c) Many large city destinations suffer from overcrowding and congestion in their
central areas. State and explain three ways in which destinations try to
reduce these problems. [6]
Award one mark for the identification of each of three valid control methods and award a
second mark for an explanatory comment relating to efficient management.
Valid responses will include:
 Pedestrian zones (1) – traffic-free environment creating more space for visitors,
shoppers and workers (1) and avoids congestion within CBD (1)
 Ring roads (1) – keeps through traffic out of CBD (1), allows vehicles to move at
higher speed (1)
 Congestion charge (1) reduce traffic in peak hours (1)
 Awareness raising campaign regarding use public transport (1) reduce
congestion by increasing use of public transport (1)
 One way systems (1) – reduce congestion by diverting traffic (1)
 Toll roads (1) use of public transport to avoid toll charges (1)
 Park and ride schemes (1) – keeps cars out of CBD (1)
 ‘Off-peak’ travel cards (1) – encourages non-rush hour travel (1) and better uses
capacity of public transport network (1)
Credit all valid reasoning.
2 (d) The Jamaican Tourist Board (JTB) is responsible for marketing and promoting
Jamaica worldwide. State and explain three ways in which the JTB is likely to fulfil its
role to promote and market out of country.
1 _______________________________________________________________
_________________________________________________________________
_________________________________________________________________
________________________________________________________________
2 _______________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
3
_______________________________________________________________
_________________________________________________________________
_________________________________________________________________
(d) Tourist attractions located in city destinations will often have to manage a
large number of visitor arrivals. Explain three ways that such attractions
manage visitor arrivals to avoid congestion at their entrances. [6]
Award one mark for the correct identification of each of three valid control methods at
the entrance and award a second mark for an appropriate explanation as to how
congestion might be avoided in each case.
Correct ideas will include:
 Pre-booking (1) – allows venue to stagger arrivals, avoid entrance queues etc.
(1)
 Queue barriers to hold in visitors (1) – keeps some access to entrance free for
use (1)
 Limit groups (1) – coach parties only at certain times etc. (1)
 More staff at busy times (1) – gives increased capacity when needed (1)
 Set up a drop-off zone (1) – no parking at entrance (1)
 Designated disability access (1) – reduces hold-ups (1)
 Technology e.g. EPOS (1) – speed up purchasing of tickets (1) faster processing
of tourists (1)
 Timed tickets (1) stagger arrivals (1)
Credit all valid reasoning to do with valid types of control methods.
2 (e) Jamaica is famous for its ‘Reggae’ music. Many destinations offer opportunities
for visitors to enjoy music, dance or other types of performance in a cultural
setting. With reference to one example, assess the appeal of a cultural
performance to tourists.
Chosen example ______________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
____________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
(e) Jamaica is famous for its ‘Reggae’ music. Many destinations offer
opportunities for visitors to enjoy music, dance or other types of
performance in a cultural setting. With reference to one example,
assess the appeal of a cultural performance to visiting tourists..
[6]
The key is the assessment of what the candidate identifies as features of
the chosen event. Credit all valid comments relating to visiting leisure
tourist needs and expectations.
Use level of response criteria
Level 1 (1–2 marks) will identify up to two appropriate aspects of the
chosen event e.g. transport/access, venue, what takes place etc.
providing some detail but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an analysis of selected event
aspects, clearly indicating appeal such as suitability for tourist needs
and/or requirements for at least one or two of these.
Level 3 (5–6 marks) can be awarded for evaluative comment about each
aspect and this will probably be related to the event’s meeting of visitor
needs. The better answers will have a reasoned conclusion.
Example: Rio de Janeiro Carnival

Rio Carnival appeals to visitors because it is the biggest street party in
the world (L1), with hundreds of thousands of people pouring into the
city each year to take part in the festival.
During the last 4 days and nights prior to Ash Wednesday, most of the
city closes down for wild and euphoric celebrations. The streets come
alive with colourful feathers, sequins and silk as far as the eye can see
and samba drums beat out an infectious rhythm (L1).
The entertainment continues well into the night with carnival balls each
evening, as well as free street parties and parades all over the city
(L2). However, the major highlight of carnival is the spectacular
Sambadrome parade, where samba schools battle it out to win the
hearts and minds of carnival goers, with glittery costumes, fabulous
floats and elaborate dance routines. Parades in the Sambadrome run
from Friday to Tuesday nights but the most spectacular are on the
Sunday and Monday evenings (L3).
Fig. 4 for Question 4

 Goulding’s Tours offer a variety of tours of the Monument
Valley Tribal Park area, also known as the “Land of Long
Shadows”.
 Tour vehicles are modern, clean and well-maintained for
guest safety and comfort. The openair vehicles in their fleet
come equipped with large transparent flaps that can be
quickly put in place in case of bad weather such as dust and
rain storms.
 All guides are local Navajo Indians who grew up in and
around the Monument Valley area. During the tours, the
guides share their local knowledge about the valley and its
various areas of interest. They are proud of their heritage and
are more than happy to share stories about their culture and
history.
 During the tour guests have the opportunity to stop and look
at the landscape, made famous in a series of Hollywood
cowboy films.
 Part of the company’s mission is to educate and entertain
each guest. They show a way of life that is disappearing.
They also encourage visitors to respect the local Navajo and
their way of life.
4 (c) Using information from Fig. 4 (Insert), identify and explain two ways in which
Goulding’s Tours has a positive socio-cultural impact on the destination.
1 _______________________________________________________________
_________________________________________________________________
_________________________________________________________________
________________________________________________________________
2 _______________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
3
_______________________________________________________________
_________________________________________________________________
_________________________________________________________________
____________________________________________________________
(c) Using information from Fig. 4 (Insert), identify and explain two
ways in which Goulding’s Tours has a positive socio-cultural
impact on the destination. [6]
Fig. 4 information is limited to:
 Mission to enlighten and entertain – this is really EDUCATION of
the public.
 Employing Navajo guides gives EMPLOYMENT to the host
population.
Thus, we are to award one mark for the valid identification of each
of two ways and then award a second and third mark for
appropriate explanatory development of the positive socio-cultural
impacts. For example:
 Education (1) raises awareness of the Navajo and their lives (1)
helping to preserve their culture (1)
 Employment (1) strengthens Navajo cultural identity (1) and raises
their income/standard of living (1)
Credit all valid reasoning to do with valid types of control methods.

Unit 01 The Travel and Tourism Industry

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Travel and Tourism - iGCSE

Unit 01: The Travel

2.1 – LEARNING OUTCOMES

AO1 Knowledge with understanding

AO3 Interpretation and evaluation

Relationship between assessment objectives and components

Assessment Paper 1 Paper 2 Paper 3 Approx. %

To achieve a Grade A, a candidate will be able to:

To achieve a Grade C, a candidate will be able to:

To achieve a Grade F, a candidate will be able to:

Paper 2 2½ hours Paper 3

a) Definitions of the industry:

a) Types of tourism impact (economic, environmental and social issues

1.3 - Identify the role of national governments in

 The substantial growth and development of tourism-

 From the answers to the questions on the right, you will

• While on holiday, you may have visited natural

What is tourism? - Industry definitions

 The United Nation’s World Tourism Organization

• Nationality of a visitor is that of the government issuing

 It is easy to refer to tourists as if they were just an

• Incentives are the second category of this

Visiting Friends and Relatives (VFR)

What is the travel and tourism industry?

What is the travel and tourism industry?

The role of the travel agent

The role of the travel agent

• Computerized Reservation Providers of travel products:,

 To help illustrate how the chain of distribution actually works, the

 The tourism industry is well known for its ‘packaging’ of

 Packages can be and often

 In order for tour operators to be able to stay in business and remain

 All tourists need somewhere to stay during their

 A range of options are available at most

• Holiday village or camp is an establishment

 An important distinction in the accommodation used

 Most of the hotels used by international travellers

 For the sake of greater comparability, rating

 However, such food and beverage facilities

 To help you appreciate the importance of hospitality provision within

 Transport has developed hand in hand with tourism.

 Air transport providers include the major national

 Much of the traffic through small and medium

 Water transport providers

 Rail transport is important for travelling both within and

 Coach transport operations can be categorised as

 Car transport can be hired independently

 It is important to realise that tourist attractions are a dynamic

 Visitor attractions can be classified as follows:

 Attractions are an extremely important part of the

 An important characteristic of many entertainment venues is the fact that they

 Tour guiding usually refers to the activity

 Tourist Information Centres (TICs)

 Now undertake simple forms of analysis of the current range of products

 The chain of distribution provides many

 The role of National Tourism Organisations (NTOs)

The role of the Croatian National Tourist

 The main functions the CNTB are as follows:

Types of tourism impacts

Types of tourism impacts

Types of tourism impacts

The economic impacts of tourism - The positive