What is tourism?
Tourism is the study of activities, services and industries that provide a travel experience. It is made up of different sectors: tourist profiles, transport, hospitality, support services and attractions.
The difference between inbound and outbound tourism
- Inbound tourists travel into a country from another country.
- Outbound tourists travel out of their home country to visit another country.
Types of destinations
- Domestic tourism is people travelling within their own country.
- Regional tourism is people travelling in a specific geographical area.
- International tourism is people who travel outside their country of residence, crossing an international border with passport control.
Why do people travel?
Tourists have different needs, preferences and expectations. Once people have satisfied their basic needs (air, food, drink, shelter, warmth, sleep, protection, security, order, law, limits, stability, family, affection, relationships, work) they seek to satisfy higher level needs and wants. These include achievement, status, responsibility, reputation, personal growth and fulfilment. Tourism can provide part of the satisfaction of these higher needs and wants.
What is a tourist?
- A tourist travels away from home for longer than a day, but less than a year.
- An excursionist arrives at and departs from a destination on the same day.
Types of tourists
Tourists can be classified as follows:
- Business and professional
- Leisure and holiday
- Visiting friends and relatives (VFR)
- Youth travel (backpackers and gap year)
- Adventure
- Eco/environmental
- Cultural
- Religion
- Sport and recreation
- Special interest tourist (SIT)
- Incentive
- Health.
Drawing up a tourist profile
A tourist profile is a summary of what tourists want and expect. It contains the following information:
- Name
- Nationality
- Age
- Contact details
- Occupation
- Needs and preferences (sport, education, etc.)
- Specific requirements (accommodation, food, transport)
- Arrival and departure dates.
Travelling by road
Cars
- Sedan cars are used for private travel.
- 4x4 vehicles are used off-road.
- Cars can tow trailers or caravans.
- Hired cars transport small groups or individuals.
Buses/coaches
- They follow a set timetable and fixed routes.
- Tour groups use chartered buses.
- Greyhound and Intercape are coach companies.
- The Baz Bus is for backpackers.
- Shuttle buses provide transport to and from airports, harbours and terminals.
Taxis
- Metered taxis charge rates for the distance travelled.
- Mini buses don’t have timetables of fixed pick-up of drop-off points.
Motorbikes or motor cycles
- Motorbikes are hired for self-drive trips.
Travelling by air
Aeroplanes
- They are fast and expensive.
- They fly between major centres.
- Business executives and wealthy tourists charter smaller aircraft.
- Helicopters can fly from small airfields. They are a popular way to view attractions. They are expensive.
- Microlights can only carry one or two people.
- They appeal to adventure tourists.
Travelling by rail
- Railway networks link major centres.
- It is a good way to see the scenery.
Train services in South Africa
- Shosholoza Meyl travel on city to city routes.
- Metrorail is a commuter service.
- The Gautrain is a rapid transit route linking OR Tambo International Airport with Johannesburg and Pretoria. It is a bullet train.
- The Blue Train is a luxury train. It runs weekly on the Cape Town-Pretoria route.
- Rovos Rail is a privately run luxury service. It operates within South Africa and to other countries.
- Trams run on tracks laid down in streets. In South Africa they were replaced by bus systems. There is one in Kimberley that takes tourists to the Big Hole.
Travelling by water
Luxury cruise liners
- Tourists can embark and disembark at South African ports.
Boats
- Boats are popular for harbour cruises, fishing trips and whale watching.
- Yachts are used for private cruising.
Extraordinary modes of transport
- Camels
- Donkey carts
- Hot air balloons
- Bicycles.
Mode of transport to suit the purpose of a trip
The selection of transport depends on:
- Transport available
- Cost
- Safety
- Reliability
- Flexibility of the schedule
- Number of people
- Distance and time
- Personal preferences
- Accessibility
- Level of comfort required.
Advantages and disadvantages of different modes of transport
Each mode of transport has advantages and disadvantages.
Road: Car
- Advantages
Convenient, quick, and comfortable; cost effective for more than two passengers; flexible as the driver can decide on arrival and departure times, and stops along the way; you can get to your exact destination; use of the vehicle at the destination cuts further transport costs.
- Disadvantages
Long journeys can be tiring and can lead to driver fatigue and accidents; low carrying capacity; toll fees on national roads increase the cost; road works and congestion can cause delays and increase the travel time; high cost of car maintenance.
Road: Bus or coach
- Advantages
Relatively cheap; high carrying capacity; relaxing as passengers do not have to drive; adjustable seats and air-conditioning add to comfort; all major towns and cities are accessible.
- Disadvantages
Operate according to fixed schedules and routes and thus are not flexible; passengers have to make their own way to and from the departure and arrival points; congestion and road works could cause delays
Road: Minibus taxi
- Advantages
Cater for commuters and long distance (inter-city) travellers; relatively inexpensive; passengers can be dropped off at their destination; routes include areas not covered by other public transport routes and are fairly regulated but not scheduled, so there is some flexibility
- Disadvantages
Drivers wait until the vehicle is full before departing, causing delays; drivers tend to overload, causing discomfort to passengers and often resulting in accidents; potential poor maintenance increases the possibility of accidents; regular strike action disrupts the service.
Air: Aeroplane
- Advantages
Fastest mode; safe; reliable; high carrying capacity; cabin crew look after passengers and serve refreshments; there are flights between all the main centres and several smaller towns.
- Disadvantages
Not flexible as routes and timetables are scheduled; restrictions on number and weight of luggage items; airports are usually situated outside city limits so additional transport mode to/from airport is needed; restricted seating space may cause discomfort; international passengers crossing time zones may experience jet lag.
Rail: Train
- Advantages
Relatively inexpensive and fast; stations are usually situated in town and city centres; energy efficient; relaxing.
- Disadvantages
Scheduled routes and timetables means that travel by rail is relatively inflexible; commuter trains are often overcrowded in peak periods which may cause discomfort.
Water: Cruise liner
- Advantages
Reliable; relaxing; energy efficient; safest mode of transport; generous luggage allowance; relatively high fare includes accommodation, meals, use of all facilities and entertainment.
- Disadvantages
Time consuming and so only suited to passengers who have time to spend travelling; passengers may experience sea-sickness; to the fare must be added the cost of a second mode of transport to/from point of embarkation and disembarkation
Private and public hospitality sectors offer accommodation and meals for tourists.
- Private sectors include:
- B & Bs
- Guest houses
- Hotels
- Backpackers
- Restaurants.
- Public sectors include establishments run by National Parks.
Different types of accommodation establishments
The type of establishment chosen is influenced by:
- Type of accommodation required
- Quality of accommodation required
- Location desired
- Availability of accommodation
- Tourist budget.
Formal service accommodation
Required: Manager, receptionist, all meals and beverages, room service, valet service, laundry service, shuttle service, wake-up calls, 24 hour security, private en suite rooms, telephone, Internet, TV, tea and coffee making facilities, gym, swimming pool, gift and speciality gift shops, conference room, parking.
Guest accommodation
Owner run, family atmosphere. Required: servicing of rooms, host or receptionist, meals by arrangement, wake-up calls, laundry service, 24 hour security, private room, telephone, TV, tea and coffee making facilities, linen, towels, parking.
Self catering accommodation
Costs less. Required: At least one bedroom, living and dining area, bathroom, cooking or kitchen area, management available, cleaning service, linen, towels, cooking equipment, TV, braai area.
Caravan and camping establishments
Inexpensive. Required: Caretaker must be available, electrical power, bathrooms, braai areas, refuse removal, laundry room, shop, access to a telephone, running water for sites, dishwashing facilities, wash lines, recreational facilities such as swimming pool.
Back-packers and hostels
For travellers with limited budget. Required: Single or dormitory rooms, linen, shared living areas, tourist information brochures, reception area, public telephone, communal bathrooms and relaxation area.
Game lodges
Privately owned, high standard of accommodation, situated in or close to game reserves; services and facilities similar to small luxury hotel.
The South African grading system
The Tourist Grading Council of South Africa (TGCSA) is responsible for the grading and quality assurance of accommodation establishments.
The Star Grading System
It evaluates or grades establishments and awards stars.
The role of the TGCSA
The council trains assessors, approves or rejects assessors’ findings, grades establishments, supplies grading plaques, manages a customer feedback system to maintain standards, does regular checks on establishments.
Benefits of the grading system
For tourists
They know what to expect and can make an informed selection of establishments. They can use the customer feedback system.
For establishments
They are listed on the TGCSA website. They can advertise in the SAT booklet, grading is good for business. They can use the grading stars in advertising.
Procedure to follow to be graded
The owner must:
- Read and understand requirements
- Choose an assessor from a list
- Apply for grading
- Make an appointment with assessor.
The assessor must:
- Visit the establishment
- Discuss assessment with owner
- Give recommendations with photos to the TGCSA
The TGCSA approves or rejects assessment. Owners can appeal if necessary. Grading is valid for one year. The owner may buy a plaque to display star grading.
Owners of establishments must also:
- Register with their province as a business
- Obtain tax clearance
- Have ID or work permit if not South African
- Have public liability insurance
- Have a liquor license if necessary
- Have BEE compliance or an exemption certificate.
Logos that may be displayed upon grading
The grading plaque indicates the type of accommodation and its stars. It has a number on it and a statement that gives the council the right to remove it if the establishment does not maintain the grading requirements.
Types of rooms
double room This is a room suitable or spacious enough for two people. It contains one double (or larger) bed, or two twin beds, or two double (or larger) beds.
twin room This is a room with two beds that accommodates two people, either in two single beds or in two double beds.
family room This is a room with one double bed or two single beds for parents, and one or more beds for children.
suites This may consist of two separate rooms, or one room that has been divided into a separate living and sleeping area.
en suite This describes a bedroom with a private bathroom attached to it.
penthouse This is a luxurious apartment found on the top floor of a hotel or block of flats.
Types of Pricing
per person Rate charged per person.
per person sharing Rate charged per person sharing.
fully inclusive The price covers accommodation, meals and any activities on offer.
single supplement This is an additional charge for single occupancy of a double room.
pp per person
pps per person sharing
pppn per person per night
pppd per person per day
Types of meals
Continental breakfast This light breakfast consists of bread rolls or sliced bread/toast, with coffee or tea and often also fruit juice.
English breakfast This full breakfast usually includes cereal, fruit, beverages, bacon and eggs, and often sausage, tomato and mushrooms as well.
buffet This is an informal way of serving a meal. The courses are attractively displayed (usually on long tables) and guests serve themselves. Waiters clear the used plates.
a la carte This is a meal where items are listed and priced on a menu, and ordered separately.
room service A service where a guest may order food and beverages to be delivered to the room.
Leisure guests expect to be entertained and business guests expect to conduct business from their rooms.
Technology for information
Interactive TV allows guests to:
- Access information about facilities and services
- View menus
- Access interactive maps
- Check news, weather and investments
- Access email
- Programme a wake-up call
- Request housekeeping, laundry service, maintenance.
Technology for comfort
- Good lighting
- Comfortable temperature
- Soundproofing
- Electronic toilets
- Heated towel rails
- Bathroom extractor fans
- Sensor controlled taps and hand drying machines
- Remote controlled TV, air conditioner, curtains
- Mini-bar.
Technology for entertainment
An interactive TV allows:
- TV programme guide and information
- Satellite and international channels
- Games, music, movies
- Internet.
Technology for safety
- Programmable electronic safe
- Electronic door lock
- Electronic door key
- A sensor system that records the time people enter and leave the room.
Technology for environmental responsibility
- An electronic key card to save electricity
- Digitally controlled showers to ensure water temperature remains constant
- Shower heads that use less water
- Energy saving lights
- Occupancy sensor lights.
Technology for work
- Hot-spot Internet access
- Wi-Fi networks
- Interactive TV
- International multi-power point/plug, leads and charger for electronic equipment
- High speed Internet access (broadband)
- Cordless or long cord telephone.
Types of establishments
Full service restaurants
- Fine dining: formal menu, wide variety of food, more expensive
- Family: informal, less expensive. Examples: Spur, Ocean Basket.
Coffee shops
- Offer coffee, cakes
- Can offer breakfast, lunch, other beverages (some offer wine and beer)
- Inside and outside areas
- Popular meeting places
- Found in shopping malls, hotels, airports, tourist attraction sites.
Pubs/bars
- Informal meal service with limited menu
- Alcoholic and non-alcoholic drinks
- Sometimes live entertainment
- TV for sport viewing.
Ice cream stores
- Speciality outlets
- Sell soft serve, sorbet, frozen yogurt, ice cream
- Located in malls, beachfronts and near entertainment areas
- For leisure and family tourists.
Fast food and quick service
- Food is prepared and served quickly
- Examples: Nando’s, Wimpy, Kentucky Fried Chicken
- Take-away food
- Some have area to sit and eat
- Appeal to limited budget.
Taverns and shebeens
- In townships
- Traditional African food
- Alcoholic and non- alcoholic beverages (home brewed beer)
- Meeting places
- Gaining popularity with ‘adventurous’ tourists
- Can experience local culture
- Music or live entertainment.
Street stalls, kiosks and markets
- Specific types of food
- Can reflect cultural traditions
- Stalls may be moved (not permanent) and be outdoors
- Found at festivals and special events
- Food can be prepared on site.
What are attractions?
- A place of interest
- Visited for amusement, education, entertainment
- Natural or constructed beauty
- Cultural or historical significance
- Main reason for tourism
- Should be accessible.
Attraction sub-sectors
There are five sub-sectors.
Gaming and lotteries
Casinos offer games of chance (slot machines, card games), entertainment, restaurants, hotels, children’s play areas, sporting activities.
Leisure
Resorts, sightseeing, walking, hiking, shopping, movies, beach activities, Theme parks (Ratanga Junction, Marine world), whale watching, game viewing.
Conservation
Conserving and protecting our heritage and environment, wild life photography, plant study, picnicking, archaeology.
Sport and recreation
Watching or participating in sport, sport photography, exercising. Examples: Comrades Marathon, Billabong Pro-surfing, motor racing, mountain climbing.
Events and conferences
Meetings, incentives, conferences, exhibitions (MICE). Special events boost the economy. Example: Grahamstown National Arts Festival.
Types of tourist attractions
Natural attractions
Geographical features (mountains), climatic conditions (snow), animals and plants, scenic beauty sites. Example: Table Mountain.
Constructed attractions
Constructed or created, ancient or modern. Examples: religious buildings like churches, museums and monuments, parks, historic city centres, zoos, aquariums, stadiums.
Primary and secondary tourist attractions
The interests and needs of a tourist determine whether an attraction is primary or secondary.
Primary
This is the main reason for visiting a destination. It gives character and develops the image of the destination.
Secondary
These are the attractions that tourists visit on the way to or from the primary attraction. They improve overall attractiveness, increase amount of money spent and lengthen visiting time.
Attractions and their appeal for particular types of tourists
- Attraction
Cape Town and the Cape Peninsula
- Appeal
scenic beauty, beaches, whale watching, Table Mountain
- Types of tourist
attracted
leisure, adventure, SIT, backpacking
- Attraction
The Winelands
- Appeal
award winning wines, scenic beauty, and historic towns
- Types of tourist
attracted
leisure, cultural, education, SIT
- Attraction
The Garden Route
- Appeal
scenic beauty, flora, and adventure opportunities like bungee jumping and river rafting
- Types of tourist
attracted
leisure, adventure, ecotourist, SIT
- Attraction
Johannesburg
- Appeal
shopping, entertainment, and township tours
- Types of tourist
attracted
business, shopping, cultural, SIT
- Attraction
Kruger National Park
- Appeal
the Big Five, 4x4 game drives, and walking safaris
- Types of tourist
attracted
adventure, ecotourist, cultural, SIT
- Attraction
Durban
- Appeal
beaches, the sea, surfing, and uShaka Marine World
- Types of tourist
attracted
leisure, adventure, sport, recreation
- Attraction
Robben Island
- Appeal
scenic beauty, and political history
- Types of tourist
attracted
ecotourist, cultural, education, SIT
- Attraction
Soweto
- Appeal
township and cultural tours, and historic sites and buildings
- Types of tourist
attracted
cultural, SIT, backpacking
- Attraction
Blyde River Canyon and Nature Reserve
- Appeal
scenic beauty, and nature hikes
- Types of tourist
attracted
ecotourist, sport and recreational, health
- Attraction
The Wild Coast
- Appeal
beautiful beaches, scenic beauty, Xhosa heritage
- Types of tourist
attracted
leisure, cultural, ecotourist, adventure
Activities offered at tourist attractions
places of scenic beauty hiking trails, camping, wildlife viewing, photography, rock climbing, abseiling, river rafting, bird watching
beaches swimming, surfing, wind surfing, fishing, scuba diving, kite flying, shell collecting, whale watching
tourist routes shopping, sightseeing, photography, wine tasting on wine routes, historical tours on historical routes
cultural villages guided tours, viewing exhibitions, watching cultural activities like clay pot making or woodcarving, participating in music and dance
theme parks rollercoaster rides, games, outdoor picnics
- NDT: National Department of Tourism
- Provincial departments and authorities
- Regional destination marketing organisations
- DMO: District or Municipal Organisations
- LTO: Local Tourism Organisations.
National Department of Tourism (NDT)
- Vision: for the country to be recognised as a world leader in tourism excellence.
- Mission: to promote responsible and sustainable tourism for the benefit of all South Africans.
- Develops performance plans and strategies.
Provincial tourism departments
- In each province
- Can be combined with other departments like conservation or economic
- Promote tourism
- Regulate tourist activities Separate offices for each role.
Provincial tourism authorities
- Include all the regulating offices run by tourism departments
- Issue permits to tour operators and businesses: (hunting, whale watching permits, etc.).
Regional destination marketing organisations
- Regions are areas in a country that have a particular climate, landscape and types of attractions. Example: West Coast and Namaqualand for wild flowers in Spring.
- Public and private sectors can combine to market a region. Example: the Convention Bureau which markets Cape Town and the Western Cape.
- The 2010 FIFA World Cup was a major event for marketing and for tourism.
District or Municipal Organisations (DMO)
- Smaller areas than regions
- Organisation based in a central town
- Area around town called the municipality
- District offices in most of the province towns.
Local Tourism Organisations (LTO)
- The smallest organisations
- Focus on specific areas
- Promote local attractions and businesses.
Other government departments
Interact and cooperate with the NDT.
Department of Home Affairs (DHA)
- Issues passports
- Controls immigration
- Plays a role in national security
- Promotes good international relations.
The Department of International Relations and Co-operation (DIRC)
- Co-ordinates South Africa’s international relations and foreign policies
- Issues visas
- Currently developing a Univisa to enable people to visit all countries in SADC (Southern African Development Community)
- Has assisted with the development of Transfrontier Parks (game reserves that extend across borders).
Department of Trade and Industry (DTI)
- Guides the government in developing economic policies
- Works with the Department of Tourism
- Promotes development of products for export and tourism
- Assists South Africans to start or grow local business ventures
- Supports establishment of small, medium and micro enterprises (SMMEs).
Statistics SA (StatsSA)
- Conducts surveys
- Publishes statistics and reports about South Africa
- Statistics include arrivals and departures in South Africa, citizens travelling in South Africa, forms of transport used, reasons for travelling, foreign visitors, destinations and accommodation used.
Department of Sports and Recreation
- Arranges international and local sporting events
- Planning involves meetings by committees, like International Olympic Committee (IOC).
Department of Transport
- Develops objectives to benefit tourism
- Objectives include competitive transport costs, improved access to transport, improved safety and security
- Runs the Passenger Rail Agency of South Africa (PRASA).
State owned enterprises (parastatals)
- Owned by government
- Run like businesses or companies
- Aim to make profits
- Examples: South African Airways (SAA), Transnet, Eskom.
Partly state-owned agencies
- Partly owned by government
- Shared between government and private sector companies
- Managed like private businesses
- The Tourism Enterprise Partnership (TEP) helps to develop small businesses in the tourism industry.
- The NDT provides its funding.
Public entities
- Small government departments
- One specific function
- Examples: SANParks, South African Tourism, NGB (National Gambling Board), SAHRA (South African Heritage Resources Agency), ACSA (Airports Company of South Africa, CATHSSETA (Culture, Arts, Tourism, Hospitality, Sport).
Product owners
A product owner is any business that makes a profit through tourism.
- Tour operators
- Travel agents
- Conference organisers
- Travel publications
- Travel insurance companies
- Souvenir shops
- Restaurants.
Local communities
- Businesses run by local communities
- Some facilities, like campsites, are built by the community if they own the land
- Businesses create jobs
- Profits spent on improving facilities such as roads, schools and clinics.
NGOs, CBOs and professional associations
- NGO - non-government organisations
- CBO - community based organisations
- They support tourism enterprises
- Assist with training and funding
- Link communities with tourism operators so communities can benefit
- Professional associations help entrepreneurs get started
- Help to regulate the tourism industry and how it is operated
- Aim to improve service quality
- Ensure that service excellence is maintained.
Tourism Associations
Tourism Business Council of South Africa (TBCSA)

- Main function
The official controlling organisation for the travel and tourism private sector in South Africa.
- Service offered
Represents private sector travel and tourism in negotiations with the government and the public sector
Tourism Grading Council of South Africa (TGCSA)

- Main function
Ensures the quality of accommodation and conference venues.
- Service offered
Grades accommodation establishments and conference venues by using a star grading system.
Fair Trade in Tourism SA (FTTSA)

- Main function
Promotion of fair and sustainable tourism development in South Africa so that as much of the money generated by tourism as possible remains in the local economy.
- Service offered
Has made Fair Trade Travel packages to South Africa available in Switzerland and other parts of Europe
South African Tourism Services Association (SATSA)

- Main function
Checks on the standard of the products and services offered to tourists by its members.
- Service offered
Offers a guarantee of quality service from its members to tourists coming to South Africa.
Federated Hospitality Association of South Africa (FEDHASA)

- Main function
Promotes the development and growth of a sustainable South African hospitality industry
- Service offered
Negotiates with the government as the official voice of the private sector in the Southern African hospitality industry.
Association of South African Travel Agents (ASATA)

- Main function
Regulates the operation of member travel agencies in South Africa and provides support for those agencies who are members.
- Service offered
Offers a guarantee of quality service from its members to travellers booking trips and tours in South Africa.
South African Association for the Conference Industry (SAACI)

- Main function
Maintains high standards of its members for the conference and events industry in Southern Africa.
- Service offered
Members are assisted with international marketing through the association’s website.
South African Vehicle Renting and Leasing Association (SAVRALA)

- Main function
Represents most of Southern Africa’s vehicle rental companies in the tourism sector.
- Service offered
Promotes the association’s activities and shares information about vehicles with its members.
South African Youth Travel Confederation (SAYTC)

- Main function
To market South Africa globally as a preferred youth tourism destination.
- Service offered
Represents member operators and deals with their concerns and interests throughout South Africa.
The international community
Southern African Developing Communities (SADC)
Promotes sustainable economic growth and socio-economic development through:
- Co-operation between member countries
- Maintaining peace and security in the region
- Helps the region by being competitive in world economy, a safer place to visit, helping tourism industry to grow.
United Nations World Tourism Organisation (UNWTO)
- Based in Madrid, Spain
- Deals with tourism matters worldwide
- Compiles rankings and publishes statistics on tourism
- Represents public sector tourism bodies from most countries
- Data published compares flow and growth of world tourism
- Promotes responsible tourism
- Aims to reduce poverty through sustainable tourism development.
World Travel and Tourism Council (WTTC)
- Members are tourism business leaders all over the world
- Works to increase awareness of travel and tourism as one of the world’s largest industries.
World Wildlife Fund for Nature (WWF)
- Established in 1961
- Is one of the largest environmental organisations in the world
- There are more than 1300 WWF conservation projects in the world.
- Mission: to stop the degradation of the planet’s natural environment and to build a
future in which humans live in harmony with nature by:
- Conserving biological diversity
- Ensuring sustainable use of renewable natural resources
- Promoting the reduction of pollution and wasteful consumption.
- Different ways in which tourists pay
- Depends on the situation
- Number of methods used depends on: facilities available, amount to be paid, payment requirements of service provider, convenience and safety of method.
Internet payments
- Can book and pay in advance
- Both users (person paying and person receiving) must have Internet banking accounts
- Accounts can be opened online
- Require security - PIN numbers and passwords
- Advantages: Payer can make bookings and pay before departing; booking is assured; can budget; spread payment over time.
- Disadvantages: Payer must have access to Internet; banks can take two days to transfer money if payer’s and receiver’s banks are different.
Automatic Teller Machine (ATM) payments
- ATMs can be found outside banks, inside shops, in banking halls, shopping malls, hotels and in most tourism areas
- Does the work of a bank teller
- Customers can withdraw, deposit, transfer money between accounts
- Are relatively safe
- Use a confidential PIN code
- Machine keeps the card if the PIN is incorrectly typed in three times in a row
- If card is kept by machine or stolen, bank must be notified immediately
- Can do banking at all hours - open 24 hours.
Speed point machines
- Used by most retailers
- Client’s card is swiped through machine to register payment
- Client keys in PIN
- Client signs slip to agree to payment
- Most machines are connected to till by cable
- Can be portable
- Portable machines enable client to keep card in sight so it is not copied or used for fraud.
Credit cards
- Most popular form of payment
- Used to withdraw money
- Used for direct payment
- Used to hold a reservation
- Used to guarantee payment
- Advantages: Reasonably safe and convenient; have an electronic chip for security; credit limit with required monthly payments
- Disadvantages: Smaller businesses do not have credit card facilities; banks charge service providers commission on transactions
- Examples: Visa, MasterCard, Diner’s Club, American Express.
Debit cards
- Can be used at speed points
- Can be used at ATMs
- No delay in drawing the money from payer’s account
- If there are not enough funds the payment will not be allowed by bank (registers on the speed point machine)
- Very secure form of payment
- Money is immediately taken out of account electronically (EFT).
Cell phone payments
Cheques
Personal cheques
- Clients with cheque accounts are issued cheque books by bank
- Used to make payments
- Cheques must be signed by account holder to be valid
- Used instead of cash
- Some businesses do not accept cheques in case there is not enough money in the client’s account and the cheque bounces.
Bank-guaranteed cheques
- Payment of cheque is guaranteed by bank
- Bank charges a fee
- A bank-guaranteed cheque is more secure
- The person who wants the cheque pays the bank the amount required on the cheque, either in cash or deducted from their bank account. The cheque is then issued.
Map symbols
- Symbols help interpret information.
- Symbols are shown in a legend on a map.
- Examples:

Scale
- Scale represents ratio of distance on map to actual distance on ground
- Ratio scale 1:50 000 means 1 cm on map = 50 000 cm = 0,5 km
- Scale is used to calculate the distance between two points.
- This is important for planning a tour or itinerary.
Distance indicators
- They show the distance on the routes between towns.
Direction
- Compass directions show the position of one place in relation to another.
- There are sixteen compass points.
- The four main cardinal points are N, S, E, W.
Terminology relevant to time zones
Travel agents must consider time differences when working out travel times for tourists going to countries in different time zones.
Latitude and longitude
- Longitude lines are at 15° intervals.
- 0º line is called the Greenwich Meridian (runs through Greenwich, London UK).
- It divides the Earth into two hemispheres: east and west.
- Meridians run from N pole to S pole.
- They divide the world into 24 time zones.
- South Africa lies in the time zone 30º east of the Greenwich Meridian.
- New York lies 75º west of the Greenwich Meridian.
- Latitude lines run parallel to the Equator.
- Equator is the 0° line of latitude.
- Equator divides Earth into N and S hemispheres.
Grid references
- They are used to locate a place or feature on a map.
- A grid is a co-ordinate system.
- It consists of vertical and horizontal lines on a map.
- The most commonly used system is a numbered square grid.
- It is often used on tourist maps.
- Another method is points of intersection of lines of longitude and latitude, called co-ordinates.
Universal Time Coordinate (UTC)
- Each 15º of longitude = 1 hour of time.
- It takes the Earth 24 hours to rotate from west to east through 360º.
- 360º divided by 24 hours = 15º.
- The time zone of a country is calculated in relation to the UTC (previously GMT).
- UTC is based on the local standard time of the 0º meridian (Greenwich).
- Midnight is 00:00 UTC and midday is 12:00 UTC.
- Countries east of 0º have later times than UTC.
- Cape Town is 2 hours ahead of London because it is ~30º E (2 ×15º = 30 º). Cape Town is UTC + 2. So, if it is 12:00 in London it is 14:00 in Cape Town.
- Countries west of 0º have times that are earlier than UTC.
- So, if New York is 75º W (5 × 15º = 75 º), it is UTC -5, which is 5 hours earlier than London. If it is 12:00 in London it is 07:00 in New York.
- The time zone of a country is based on the line of longitude that runs more or less through its centre.
- South Africa Standard Time (SAST) is determined by the 30º line of longitude.
International Date Line (IDL)
- The IDL is 180º longitude.
- If you cross the IDL going towards the east, you gain or go forwards a day.
- If you cross the IDL going towards the west, you lose or go back a day
Types of maps and their uses in tourism
General reference maps
- Cover an area such as continent, country, region
- Include maps on a specific theme, for instance, population or vegetation
- Provide information on an area - roads, railway tracks, rivers, mountains, towns, dams
Road maps
- Indicate roads that connect towns and cities
- Indicate distances between towns
- Useful for working out travelling time to destinations.
Street maps
- Give details of town and city street plans
- Show tourist attractions like parks and shopping centres.
Political maps
- Show the location and borders of countries, states or provinces.
Physical maps
- Show natural and constructed physical features of an area
- Climatic regions, mountains, rivers, vegetation regions, dams
- Have different colours: blue = water; green and yellow = low elevations; orange and brown=high elevations.
Specialist maps
- Show specific, specialised information
- Climate, location of airports and railway lines
- Geology, vegetation, rainfall.
Tourist information maps
- Show specific information about an area
- Show features like national parks, World Heritage sites, accommodation establishments, restaurants, shops, natural, cultural and constructed attractions
- Example: The South Africa National Parks map shows the location of national parks.
- Tourist attraction maps focus on specific attractions in an area.
- Example: the Kgalagadi Transfrontier Park map gives detailed information on the layout of the park and facilities.
Electronic maps
- Are available on computers and cell phones
- Are copies of maps or interactive maps that you can navigate.
Global Positioning System (GPS)
- It receives data from satellites and uses the data to generate maps showing latitude, longitude and altitude.
- GPS units can be attached to the centre of a car’s windscreen.
- A destination is keyed in as an address or as co-ordinates.
- Co-ordinates can be given in degrees, minutes and seconds or in decimal format.
- Specific destination names can also be keyed in.
- Advanced GPS systems can ‘speak’ directions.
- Some cell phones have GPS.
Google Earth
- An Internet tool
- Can view satellite pictures of any place on Earth in 3D
- Google Street View:
- An application of Google Earth
- Street level images
- Used to take virtual walks, explore landmarks, find shops
- Informs you of road names and their direction relative to your position
- Can rotate the view for different angles
- Tourists can preview a destination and compare places before making a decision.
- Google Street maps:
- An application of Google Earth
- Offers street maps and route planners
- Used to locate specific destinations.
Other Information Communication Technology (ICT) in tourism
Communication devices: radio, TV, cell phones, computers, satellite systems:
- Internet:
- Provides up-to-date information
- Service providers promote and sell products and services
- Tourists can plan holidays.
- Interactive maps:
- On travel-related websites
- Example: www.saexplorer.co.za
- If you click on a province, then a town, then an attraction you can find specific information.
The provinces and their capitals
- Limpopo – Polokwane
- North West – Mafikeng
- Gauteng – Johannesburg
- Mpumalanga – Nelspruit
- Northern Cape – Kimberley
- Western Cape – Cape Town
- Eastern Cape – Bisho
- Free State – Bloemfontein
- KwaZulu-Natal - Pietermaritzburg
Neighbouring SADC countries
Namibia, Botswana, Zimbabwe, Lesotho, Mozambique and Swaziland
Major South African map features
Airports and harbours are gateways to the provinces.
- Airports - International: OR Tambo International, Cape Town International, King Shaka International. Domestic: Bloemfontein, East London, George, Kimberley, Port Elizabeth, Pilanesberg, Upington, Lanseria
- Harbours - Durban, Port Elizabeth (Algoa Bay), Ngqura (new harbour at Coega), Cape Town, Mossel Bay, Simon’s Town, Port Nolloth, Hout Bay, Saldanha, Richards Bay, Knysna
- National highways - N1, N2, N3, N4, N5, N6, N7, etc.
- Major railway lines: Rovas Rail, The Blue Train
- Major mountains: Drakensberg, Magaliesberg, Table Mountain, Waterberg, Soutpansberg, Pilanesberg
- Major rivers and dams: Gariep (Orange) River, Limpopo River, Breede River, Tugela River, Vaal Dam, Hartebeespoort Dam, Gariep Dam
- World Heritage Sites (eight): Mapungubwe Cultural Landscape, Robben Island, iSimangaliso Wetlands Park, Vredefort Dome, Cape Floral Region, Cradle of Humankind, uKhahlamba Drakensberg Park, Richtersveld Cultural and Botanical Landscape
- National Parks: Addo, Agulhas, Augrabies Falls, Bontebok, Camdeboo, Garden Route (Knysna, Tsitsikamma and Wilderness section), Golden Gate Highlands, Karoo, Kruger National Park, Marakele, Mokala, Mountain Zebra, Namaqua, Table Mountain, Tankwa Karoo, West Coast
- Transfrontier Parks: Ai-Ai/Richtersveld TFP, Kgalagadi TFP, Great Limpopo
- Transfrontier Conservation Areas: Limpopo-Shashe, Maloti-Drakensberg
- Oceans: Atlantic Ocean, Indian Ocean
There are seven continents: Africa, Antarctica, Asia, Australasia, Europe, North America, South America. There are some major islands, almost the size of continents: Greenland, Madagascar.

- Used for calculating distances between destinations
- Help tourists work out how far they can travel in a day; how much time to drive, spend at a destination or attraction.
Distance indicators on maps
- Red or black numbers on roads shown on maps
- Numbers show distances between towns.
Distance tables
- Found in map books and brochures
- Used to plan self-drive tours and routes
- Used to work out distances between towns or cities
- Are in rows and columns in table form.
Travel time
- Driving time is calculated using the driving speed of average 100 km per hour.
- The distance to cover is divided by speed to get travelling time.
- Example: 581 km ÷ 100 km/hour = 5,81 hours
- Driving time also depends on how many stops made, legal speed limit, road conditions, weather conditions.
- Domestic tourism is tourists who travel within their own country.
- Domestic tourism has grown over the last twenty years - more South Africans are travelling.
- It is valuable to economy, and increases jobs and income.
- Negative infl uences on domestic tourism are unemployment, high interest and infl ation rates, less available spending money, high cost of living, and the concept of tourism being new to South African culture.
Benefi ts of domestic tourism for South Africa
Economy
- Spend money in local areas
- Income used for maintenance of facilities, services and infrastructure.
People
- Labour intensive so creates jobs
- Requires variety of skills
- Creates and provides jobs
- Creates opportunities for small businesses in local communities
- Supports local business
Environment
- Creates awareness of natural and cultural environment
- Creates awareness of conservation
- Income helps pay towards conservation
- Awareness of monitoring pollution.
Promoting domestic tourism in South Africa
Tourism can be grown by:
- Encouraging tourism to all parts of South Africa
- Marketing
- Promoting short breaks and group travel
- Improved advertising
- Encouraging longer stays
- Developing a holiday travel culture
- Providing and publicising more attractions
- Offering discounts and specials.
Sho’t Left Campaign
- Campaign to promote domestic tourism
- Comes from taxi language, meaning ‘I want to jump off just around the corner’.
- Adapted to mean a short trip or quick getaway
- Showcases South Africa as a fun, affordable destination
- Targets the youth
- Features entertainment, adventure, night life
- Works with ASATA
- Website: http://www4.southafrica.net/shotleft/
- Travellers can book holidays on the site.
- The Sho’t Left Enterprise Programme offers previously disadvantaged South Africans opportunity to train as travel agents, selling domestic leisure packages.
Concepts
- Statistics - numerical data obtained from research
- Statistics SA and SAT collect tourism data
- Compile tables and graphs to illustrate findings
- Intra-provincial travel
- Travel within a province - about 60% of tourists
- Inter-provincial travel (travel from one province to another) - about 40% of tourists
Interpreting statistics
- Reports prepared once data is collected
- Help to identify travel patterns.
Statistics show
- Purpose of trip:
- Visit family and relatives
- Holiday
- Business
- Religious events
- Medical.
- Seasonality:
- Travel more at certain times of year
- Mostly during school holidays.
- Most visited provinces:
- Major sources - Gauteng and KwaZulu-Natal
- Major destinations - KwaZulu-Natal and Eastern Cape.
- Length of stay in each province - 2009 statistics show:
- Average domestic trip = 4,5 nights
- Average business trip = 7 nights
- Average holiday = 5 nights
Eastern Cape
- 800 km of coastline
- Malaria-free game reserves.
Attractions
- Addo Elephant National Park
- Addo marine reserve
- Activities in Addo: game drives, hiking, horse riding, bird watching, 4x4 trails
- National Arts Festival in Grahamstown: largest arts festival in country, takes place in June/July
- Performances and activities at festival: dance, drama, music, art exhibitions, lectures, opera, markets, excursions, walking tours
- Great Fish River: Fish River canoe marathon in September/October
- Bloukrans Bridge: 216 m high, over the Bloukrans River, in Tsitsikamma region of Garden Route, on border of Eastern Cape and Western Cape, highest bridge in Africa, third highest in world, largest single span concrete arch in world, highest bungee jump in world.
Free State
Attractions
- Vredefort Dome: near Parys, created by meteorite the size of Table Mountain 2 billion years ago, oldest and largest meteorite impact site in world, original crater 380 km wide and 16-18 km deep, World Heritage site
- Activities in area: river rafting, abseiling, horse riding, mountain biking, hiking, visits to Anglo-Boer war sites, ‘witblits’ distillery
- Brandwag Rock in Golden Gate Highlands National Park
- Golden Gate Highlands National Park: sandstone cliffs are golden coloured, has some wild game and rare bearded vulture
- Activities in park: game viewing, game drives, hiking, horse-riding, environmental education courses, bowls, tennis, table tennis, snooker.
Gauteng
Attractions
- Cradle of Humankind: World Heritage Site, fossil hominid sites at Sterkfontein, Swartkrans, Kromdraai
- Important finds: ‘Mrs Ples’, the first hominid skull discovered, about 2,8 million years old, ‘Little Foot’ 4 million year old ape-man skeleton
- Activities in area: visiting scientific exhibition centre, tours to Sterkfontein caves
- Apartheid museum: In Gold Reef City, opened in 2001, shows history of apartheid from 1948 to 1994, 22 exhibition areas which include film footage, photographs and artefacts, a symbol of hope
- Gold Reef City: an old gold mine converted into a theme park
- Activities in Gold Reef City: amusement park with Golden Loop roller coaster ride, hotels, restaurants, shopping, casino, museums, children’s science museum, 3D movie theatre, traditional African music and dance, tour the deepest gold mine and see gold poured into ingots
- Heritage of Soweto: meals and entertainment at shebeens.
KwaZulu-Natal (KZN)
South Africa’s most popular domestic tourist destination, offering:
- The warm Indian Ocean
- Zulu Kingdom cultural heritage activities
- Wildlife reserves
- Battlefields
- Mountain ranges.
Major attractions
- iSimangaliso (Great St Lucia) Wetland Park: South Africa first World Heritage Site, largest estuarine system in Africa, sub-tropical forests, coral reefs, coastal dunes, long sandy beaches, swamps, papyrus and reed wetlands, lakes
- Activities in iSimangaliso: fishing, snorkelling, diving, swimming, hiking, bird watching, game viewing, horse riding
- uKhahlamba/Drakensberg Park: South Africa’s highest mountain range, outstanding natural beauty, caves, rock shelters, largest group of rock paintings in Africa, World Heritage Site
- Activities in park: rock climbing, hiking, 4x4 trails, horse trails, safaris, game viewing, trout and fly fishing, water rafting, viewing rock paintings
- Golden Mile / Marine Parade: runs the length of beachfront area in the city, includes uShaka Marine World, amusements parks, Sun Coast Casino and Entertainment World
- Other activities along the parade: shopping, swimming, surfing, walking along beach
- uShaka Marine World: three main sections: Sea World (aquarium), Wet ‘n Wild (adventure water park), Village Walk (shopping mall)
- Comrades Marathon: world’s largest and oldest ultra-marathon, 90 km long, run between Pietermaritzburg and Durban, direction of race alternates each year, attracts local and international sport tourists
- The Sardine Run: May/June/July, millions of sardines swim up KZN coast in search of warmer waters, attracts other species like Cape Gannets, whales, sharks, dolphins. This migration attracts SIT and education tourists.
Limpopo
- Popular ecotourism destination
- Rich historical and cultural heritage with many archaeological treasures
- Known as province of myths and legends. Queen Modjadji, the Rain Queen, lived in the Lobedu District. There is no queen at the moment as a successor has not been named yet.
Major attractions
- Stone Age and Iron Age relics of Makapansgat Valley
- Mapungubwe Cultural Landscape: gold and ivory trading centre until AD 1300. Trade took place with China, India and Egypt. Largest kingdom in South Africa until 14th century. Iron Age civilisation, World Heritage Site. Activities: viewing game and scenery
- Modjadji Cycad Reserve: in Lebowa, oldest and largest cycad specimens on Earth. Activities: hiking, bird watching, game viewing
- Kruger National Park: largest game reserve in South Africa: more species of mammals than any reserve in Africa, more than 500 species of birds, several privately owned game reserves and lodges in the park
- Activities in Kruger: game viewing, wildlife safari trips, bird watching, hiking, camping
- African Ivory Route: 3,6 million hectares of national parks, nature reserves and game farms, 2000 km route, ecotourism destination, five cultural camps in villages
- Activities along the route: Big Five game viewing, 4x4 trails, birding, abseiling, horse and hiking trails. Traditional dance, music, storytelling and local food in the traditional villages.
Mpumalanga
Attractions
- Panorama Route: cultural heritage attractions and scenic landscapes
- Pilgrims Rest: was a goldfield in the late 1800s, town now a national monument
- Activities in area: hiking, trout fishing, mountain biking, gold panning
- Bourke’s Luck Potholes: round formations caused by water erosion
- Activities in area: hiking, picnics, museum visits, road stall shopping
- Blyde River Canyon: Third largest in world, 25 000 ha, variety of wildlife, scenic wonder
- Activities in area: hot air ballooning, game drives, hiking, horse riding, mountain biking, abseiling, river rafting, boat trips
- God’s Window: panoramic view of Lowveld, look down into the indigenous rainforest, canyons, rock formations, waterfalls. Hiking trails, look-out points.
Northern Cape
Attractions
- The Big Hole and Mine Museum: 48 restored buildings showing what Kimberley looked like during diamond rush. First diamond found in area, ‘Eureka’ (21,25 carats), can be seen here. Big Hole is the remains of old mine from late 1800s, largest hand-dug hole in world, 1,6 km wide, 215 m deep
- Activities: mine tour, exhibition centre, viewing platform
- Witsand Nature Reserve: known as the ‘roaring’ sands, humming sound of sand particles rubbing together in hot and dry weather, variety of wildlife
- Activities: night drives to see porcupine, aardwolf, owls, Cape fox. day game drives, 4x4 routes, hiking, cycling trails, dune surfing
- Namaqualand Floral beauty: best time - August, September. 3500 plant species, selfdrives or organised tours, photography
- South African Large Telescope (SALT), Sutherland: largest telescope in Southern Hemisphere, able to record stars and galaxies a billion times too small to see with naked eye
- Activities: tour of telescope, stargazing evenings.
North West
Attractions
- Sun City and Lost City: called the ‘Las Vegas’ of South Africa, one of world’s largest entertainment centres ,Lost City luxurious hotel
- Activities: casino, golf course (annual Nedbank Golf Challenge), performances at Superbowl (music concerts, beauty pageants), Valley of Waves: wave pool, waterfalls, cascades, water slides
- Lesedi cultural village: means ‘light’ in Sesotho, in the Cradle of Humankind, five traditional villages representing Pedi, Zulu, Xhosa, Basotho, Ndebele cultures
- Activities: stay overnight with village family, guided tours include traditional singing, dancing storytelling, eat traditional African food, drink Lesedi beer called ‘mamba juice’
- Pilanesberg Game Reserve: Big Five and other game, 350 bird species, large white rhino population
- Activities: game viewing, picnics, bird hides, environmental education centre, accommodation
- Aardklop Arts Festival: five day festival in September/October in Potchefstroom
- Activities: theatre, music, art exhibitions, circus performances, poetry readings, curio stalls
Western Cape
- Second most popular destination, known for its biodiversity and ecotourism attractions.
- The Cape Floral Region: one of richest plant areas in world, World Heritage Site
Attractions
- Table Mountain: world famous landmark, rich in fauna and flora, ghost frog and 200 plant species only found here
- Activities: aerial cableway, cable cars have windows to give 360 degree views. Hiking, abseiling, bird watching
- Victoria and Alfred (V&A) Waterfront: surrounds commercial harbour, world class hotels, Two Oceans Aquarium
- Activities: shopping, restaurants, helicopter rides, boat trips, museums, galleries, cinemas, free live entertainment amphitheatre
- Robben Island: famous for prison of political prisoners, especially Nelson Mandela, World Heritage Site, variety of plant and animal life, historic sites: Kramat Shrine for Muslim pilgrimage, lepers’ graveyard, Robert Sobukwe House
- Garden Route: scenic stretch from Mossel Bay to Storms River, passing through seaside towns and famous Tsitsikamma Forest, historic and cultural attractions
- Activities: whale and dolphin watching, hiking, wildlife safaris
- Cape wine routes: some of most scenic in world, wine tourism one of fastest growing industries. Four main regions: Breede River valley, Little Karoo, western coastal area, Olifants River
- Activities: wine tasting, cycle or walk through vineyards, restaurants, farm accommodation
- Cango Caves and ostrich farms: Cango Caves near Oudtshoorn, dripstone formations
- Activities: guided tours, ostrich riding, ostrich races
- Cape Argus Cycle Tour: annual 109 km cycle race in Cape Town in March. Most scenic route, largest timed cycling event in world. Non-profit event: money goes to charities
- Klein Karoo National Arts festival: started as an Afrikaans festival in Oudtshoorn to promote and preserve the Afrikaans culture. One of best attended cultural events. Has grown and evolved to offer music productions and performances, lectures, art exhibitions, handcrafted goods.
Concepts
Four main categories:
- Natural environment - Natural environment – all the natural things, for example, the plants, animals, insects, birds and many more living things that occur in a place.
- Man-made environment - Man-made environment – everything that has been built or changed by humans, the things that do not occur there naturally, for example, roads, houses and dams.
- Physical environment - Physical environment – includes elements such as the rocks and soil, the weather, and water resources in an area.
- Cultural environment - Cultural environment – all the heritage, traditions, beliefs, and art forms of the people living in an area.
Luxury private game reserves
Shamwari
- In Eastern Cape, less than hour from Port Elizabeth
- Seven luxury lodges, each with own guide
- Born Free Big Cat Sanctuary cares for orphaned and injured lions
- Big Five wildlife (lion, rhino, buffalo, elephant, leopard)
- Offers field guide training courses and volunteer programme to work with rangers
- Wedding and conference facilities, relaxation retreats.
Madikwe
- In North West Province
- Several thatched lodges
- Own airstrip
- Wedding and conference facilities
- Big Five
- Wilderness walking trails and bird watching.
Phinda
- Northern KwaZulu-Natal
- Seven different habitats
- Big Five and 400 bird species
- Six eco-lodges, each with own swimming pool
- Game drives, guided walks, canoe trips on Mzinene River.
Sabi Sabi
- Southern Kruger National Park
- Big Five
- Two bush camps, two lodges
- Conference, wedding facilities and spa
- Photography courses, themed dinners, tours to local Shangaan communities
- The Elefun centre offers arts, crafts and junior ranger programme for children.
Botanical Gardens
- Plants are grown for display and scientific study.
- The South African National Biodiversity Institute (SANBI) runs the botanical gardens in South Africa.
- All gardens run conservation programmes and environmental education programmes.
Kirstenbosch Botanical Gardens
- SE slopes of Table Mountain, Cape Town, Western Cape
- Indigenous plants and threatened species
- Information centre, restaurants, curio shop
- Wheelchair-friendly
- Art exhibitions, craft markets, outdoor music concerts.
Walter Sizulu Botanical Gardens
- Roodepoort, Gauteng
- Variety of habitats
- Savannah and grassland species, and small mammal species
- Picnic spots, bird hide
Free State National Botanical Gardens
- Outside Bloemfontein, Free State
- Grassland and woodland plants, birds and small mammals
- Ancient fossilized tree
- Education centre, function venue, guided tours.
- Wild animals in natural habitat
- Appeals to eco-tourists, SIT and leisure tourists
- Promotes the protection of environment.
South African National Parks
- (More notes on Parks under province attractions)
- Kruger National Park: largest game reserve in South Africa, 2 million hectares, in
Mpumalanga and Limpopo
- More than 140 mammal species, Big Five, over 300 species of trees, 500 bird species (including endangered ground hornbill)
- Addo Elephant National Park: third largest park in South Africa
- Includes the Bird and St. Croix Island groups (marine protected area)
- World’s largest breeding population of Cape Gannet and second largest for endangered African Penguin
- Augrabies Falls National Park: 55 000 ha , on banks of Gariep (Orange) River
- Waterfall is 56 m high, called the ‘Place of Great Noise’ (Khoi name)
- Variety of succulents, game and birds. Rare animals: Broadley’s flat lizard, klipspringer, black eagle, African fish eagles, kokerboom (quiver trees)
- Bontebok National Park: part of Cape Floral Kingdom, a World Heritage Site
- Conservation of endangered fynbos, coastal Renosterveld and bontebok (population now over 3000), also other game and birds
- Golden Gate Highland National Park: a vulture ‘restaurant’ where vultures are fed.
Rare Bearded vulture and Bald ibis
- Bird hide, hiking trail, some game
- Garden Route National Park: Wilderness and Tsitsikamma National Parks and
Knysna Lakes
- Indigenous forest, fynbos, water birds in the wetlands and endangered Knysna seahorse
- Mountain Zebra National Park: established to protect the Cape mountain zebra from extinction, now 300 in park. Other mammals, including cheetah and black rhino
- Namaqua National Park: unique flora, known for its fields of daisies and wild flowers in spring. More than 3500 plant species, 1000 are endemic (found only in area), also klipspringer and quiver tree
- Table Mountain National Park: 25000 ha, part of Cape Floral Region World Heritage Site. Endemic species: ghost frog, Table Mountain Beauty (butterfly), silver trees, fynbos, some mammals, birds. Good lookout points for whales
- West Coast National Park: famous wetland area protecting migrating waders, also has breeding grounds for Cape gannet, African oyster catcher, flamingos.
Transfrontier Parks (TFP)
/Ai-/Ais / Richtersveld Transfrontier Park
- The Richtersveld, /Ai/Ais and Fish River Canyon parks joined together in 2003
- SANP and local Nama people jointly manage area
- Park protects: cultural heritage and traditional lifestyle of Nama, rock hyrax (dassie), jackal buzzard, Hartmann’s Mountain zebra, the ‘halfmens’ tree. Also has reptiles, mammals, birds, succulents and plant species.
Kgalagadi Transfrontier Park
- Kalahari Gemsbok in South Africa and Gemsbok Park in Botswana joined together in 2000
- Africa’s first Transfrontier Park
- 38 000 km², managed by both countries
- Unusual animals protected: black-maned lion, sociable weaver that builds huge nests in trees, the pygmy falcon which is the smallest falcon in Africa
- Has other wildlife including predators.
Great Limpopo Transfrontier Park
- Proposed park will link South Africa, Mozambique and Zimbabwe
- Threatened species include: wild dog, black and white rhino
- Rare antelope: roan, sable, tsessebe
- 49 fish species include rare aquarium fish: spotted killifish, notho killifish, lungfish.
Transfrontier Conservation Areas (TFCA)
Limpopo/Shashe
- Proposed area straddles South Africa, Botswana, Zimbabwe (includes Mapungubwe National Park)
- Plants include baobab trees and mlala palms
- Game and bird species.
Maloti-Drakensberg
- Situated in Lesotho and South Africa
- 119 threatened plant and animal species: Drakensberg cycad, orchids, Bearded and Cape vultures
- San rock paintings, 4000 years old.
- Sustainable tourism aims to protect and preserve resources for future generations.
- It is concerned with the well-being of environment, people and economy.
- All tourism stakeholders have a responsibility to protect resources.
The need for sustainable practices in tourism businesses
- Government and tourism businesses must have policies and practices that benefi t stakeholders.
- Management of tourism should reduce negative and increase positive impacts of tourism.
- This ensures sustainable tourism.
The three pillars of sustainable tourism
- There are three categories of impact: environmental (planet), social (people), economic (profit).
Environmental impacts (planet)
Tourism = increase of people= increase in use of resources = impact on environment
Negative impacts:
- Air pollution: gases from cars, planes, buses
- Noise pollution: planes, vehicles, loud music
- Visual pollution: unsightly buildings
- Solid waste and litter: packaging of products
- Liquid waste: chemicals in waste water and sewage
- Fauna and flora degradation: soil erosion, removal of plants, interaction with animals (feeding baboons)
- Pressure on resources: for instance, use of water
- Loss of natural habitat: construction on undeveloped land
- Congestion: traffic, crowded beaches, shopping malls
- Vandalism: damage of attractions: removal of objects or graffiti.
- Positive impacts:
- Conservation: aided by tourist generated income
- Biodiversity: healthy environments attract animals and plant growth
- Improvement of built environment: facilities and CBD (central business district) projects
- Environmental management systems: protection of environment promotion
- The three Rs: reduce, re-use, recycle.
Social impacts (people)
Tourists = interaction = impact on communities. Tourism businesses need to work with communities in planning and decision-making.
- Negative impacts:
- Increase in crime and violence
- Cultural changes: adopting tourist dress and behaviour
- Tourist generated income may not go back into community
- Tensions between tourists and locals: competing for resources, behaviour misunderstandings, locals denied access to culturally significant places, disrespect of privacy, invasion of sacred sites, exploitation of cultural ceremonies
- Negative behaviour: disrespect, drunkenness.
- Positive impacts:
- Awareness of traditions, cultures, art forms
- Creates understanding of cultures
- Communities absorb new ideas, interests and values
- Cultural heritage preserved
- Tourist generated income: used for maintenance of sites and museums
- Cultural pride promoted
- Businesses promote education and community development.
Economic impacts (profit)
- Positive impacts
- Tourism is an income generator. Tourists spend money in the community.
- Tourism creates employment. Tourism businesses need staff.
- Tourism affects the balance of payments. Tourists bring money into the country or region.
- Tourism generates investment. Both the private sector and public sector invest money in the development and promotion of tourism.
- Negative impacts
- Inflation: Prices of goods and services increase because there is more demand.
- Leakage: The owners of tourism businesses may take the profits out of the area. Also, if goods and services are imported, it leads to money flowing out of the area.
- External costs: Things like electricity supply and waste removal are additional costs that increase as a result of tourism.
- Overdependence on tourism: Countries, regions, or communities can rely too much on tourism. If tourism decreases, the economy may not have other industries to rely on for income.
Tourism businesses can reduce negative impacts by:
- Employing locals
- Buying from local suppliers
- Supporting local entrepreneurs
- Including local content in products
- Promoting local arts and crafts.
What is responsible tourist behaviour towards the environment?
- Tourists are stakeholders in the tourism industry - important role.
- They can limit the negative impact on environment by considering effects of travel, and by choosing products and services that promote sustainable tourism.
Rules for tourist behaviour in natural environment
- ‘Leave nothing but footprints.’
- Take away rubbish.
- Do not remove anything (shells, flowers, etc.).
- Do not harm or kill any living thing.
Good environmental practices
Litter control
- Rubbish bins at tourist sites and attractions. Bins clearly visible.
- Separate bins for recycling.
- Recycling company to collect.
Conserving energy
- Switch off electrical appliances when not in use.
- Using public transport, walking, cycling.
- Switch off vehicle engines when stopping for a length of time.
Conserving water
- Shower instead of bath.
- Re-use towels - not fresh every day.
- Use refillable water containers.
- Tap water instead of bottled when suitable
- Turn off taps properly.
Conserving other scarce resources
- Don’t buy endangered species products.
- Don’t support restaurants that serve endangered species.
- Support businesses that support conservation.
The benefits of good environmental practices for the tourism industry
- Ensures the conservation of attractions
- Limits the impact of human activities on natural and man-made environments.
Concepts
Global warming
- Average temperatures on Earth are rising.
- This is caused by increase in pollution.
- Greenhouse gas pollutants: carbon dioxide (CO2 ) accumulate in atmosphere and trap heat.
- Sources of gases are exhaust fumes, coal-fired power plants, wood fires, oil or gas heaters.
- Melting polar ice and glaciers are causing a rise in sea level, resulting in coastal flooding.
- Change in atmosphere = change in climate: heavier rainfall, more snow, storms, heat waves, drought.
- Unstable weather affects travel: planes unable to take off, roads close because of snow or flooding.
- Weather at destination could be not as expected.
Carbon footprint
Carbon footprint = amount of tons of CO2 emitted (average South Africa household emits 12,81 tons per year).
Green tourism practices
These are actions that reduce the environmental impact of tourism businesses.
Causes of global warming
- Gases released into the atmosphere form a layer like a blanket and trap heat.
- The heat cannot escape into space.
- Earth’s temperature is raised.
- Deforestation: plants absorb CO2 and produce oxygen.
- Fewer plants = less oxygen = more CO2.
- Trees are 50% carbon.
- When trees are burned, CO2 is released.
- Deforestation = 25% of human CO2 emissions = CO2 produced by USA, the world’s largest polluter.
Consequences of climate change on the tourism industry
- Some coastal destinations could be flooded.
- Seasons are affected. Example: if less rain falls during winter in Namaqualand, fewer wild flowers will bloom in Spring, so fewer tourists will be attracted to area.
- There is now an emissions tax payable when buying a vehicle.
- Additional airport departure tax called environmental tax.
- Animals and plants affected: can result in some becoming extinct, so will affect national parks.
How accommodation establishments can minimise their carbon footprint through green tourism practices
Save electricity: In South Africa we burn coal to generate electricity. This releases large volumes of carbon dioxide into the atmosphere. By saving electricity accommodation establishments can help to reduce these emissions. They can save
electricity by:
- using long lasting energy efficient light bulbs
- using electrical appliances, such as air-conditioners, only when really necessary,
- and making sure they are switched off when not in use
- ensuring that all electrical appliances are in good working order (for example, that
- refrigerator and oven doors seal properly so that energy is not lost or wasted)
- buying efficient electrical appliances
- using alternative sources of electricity where possible, for example solar panels or solar geysers
- encouraging guests and staff to use hot water sparingly.
- Reduce, reuse, and recycle: if products are reduced, reused, and recycled, factories
will be required to produce fewer products and this will result in less carbon dioxide
being released into the air. Accommodation establishments can assist by:
- reducing electricity use
- reusing items where possible, rather than throwing them away, for example, food and beverage containers
- sorting items that are thrown away into different bins, (for example, glass, plastic, paper) so that they can be collected for recycling.
How tourists can minimise their carbon footprint
When planning holidays - take fewer and longer holidays take holidays closer to home use tourism service providers that are committed to reducing their carbon footprint support tree planting and conservation projects
When selecting transport - travel by train and other public transport where possible book direct flights to avoid transfers where possible, use public transport at their destinations
At the accommodation establishment - use as little electricity as possible (switch off appliances and lights when you don’t need them) use warm water sparingly use laundry services sparingly
Concepts
- Marketing is what organisations do to place their products and services in the hands of the target market.
- To do this the needs and wants of customers need to be identifi ed.
- Products are holiday packages, accommodation, cruises, fl ights and tours.
- Services are bookings and reservations.
- Tourism products, services and destinations compete for business.
- Market share is the portion of the market controlled by a company or product. Example: In July to September 2010, 48% of international tourists visited Gauteng. So Gauteng had the largest market share of in-bound tourism.
- Market share information is useful for comparing business with competitors.
- Competitive edge is off ering customers something unique or special. Example: The Green Cab taxi company off ers environmentally friendly transport.
- The target market is made up of market segments.
- Core markets are market segments that provide the most business.
- Niche markets are special interest groups (SIT - special interest tourism).
The purpose for marketing tourism products and services
Marketing aims:
- to identify needs of target market
- to develop products and services to meet the needs
- to set an aff ordable and competitive price
- to consider which channels will be used to buy the product: internet, magazines, travel agencies
- to inform the target markets of products and services
- to ensure providers support products and services
- to determine the competitive edge
- business budgets determine target markets. Example: an adventure activity business will target a younger age group market segment.
Market research
Market research is fi nding information to make good marketing decisions.
- Step 1: Determine the research objectives
- Step 2: Review data already avaliable, for example, market research conducted by South African Tourism (SAT)
- Step 3: Draw up a research plan and collect new data
- Step 4: Analyse and Intrpret the data colled
- Step 5: Present the findings and recommendations to management
The process of market research
The potential customer
- How big is the potential market?
- What are their needs and wants?
- What are they willing to pay for the service or product?
- What is the best way to reach them? (for example, TV, radio, or Internet)
- What is the best way to get the product or service to them?
Competition
- What products or services do they off er?
- What prices do they charge?
- What is their market share?
The broader target market (overall market)
- What market segments are there in the overall market?
- What is the size of the diff erent market segments?
- What is the tourism business’ market share?
Financing
- What will the marketing activities, for example, advertising, cost?
- Are there any support organisations, for example, South African Tourism or the Tourism Enterprise Programme, that could provide additional funds or marketing support?
The Five element (the five Ps)
They are the marketing mix: product, promotion, price, place, people.
Product The service or product that the tourism business offers.
Tours, accommodation, transport.Price The cost of the product or service.
The price of a tour, a hotel room, or airline ticket.Place How the product or service will reach the target market.
Tourists could buy tourism products through a travel agency, via the Internet, or directly from the company.Promotion The communication about products and services of the tourism business to potential customers.
Advertising, sales promotions, sponsorships and public relations.People Providing good customer service and ensuring staff are well trained and able to provide the service.
An air hostess serving passengers or a receptionist at a hotel.Resources required for market research
- Outsourcing: market research companies are called in to do research.
- In-house research: business conducts own research.
- Co-operative research: organisations jointly do research. Saves money as costs are shared.
Managing market research
- Research plan: time frame with target dates and implementation dates.
- Must be completed before information becomes outdated.
- Culture forms the basis of a country’s national identity.
- Things that have survived from our past form part of our heritage. Examples: archaeological sites, oral tradition.
- Both culture and heritage are promoted as tourism products.
What is culture?
- Culture consists of the values, attitudes, beliefs and practices of a particular group of people.
- This includes living and non-living things inherited from past.
- Living culture is intangible culture, passed on through people (home language, traditions).
- Non-living culture is tangible culture, physical things preserved by society.
Common beliefs about culture
- It is based on symbols, verbal or non-verbal, for instance, language, wedding rings.
- It is learned and passed on through generations, for instance, lobola - bride price.
- It is shared and consists in practices shared by community, for instance, bridal showers.
- It is dynamic and it can change, for instance, lobola used to be paid with cattle, now with money.
Cultural diversity
- Diversity refers to different cultures in a region - the ‘Rainbow Nation’.
- Immigrant settlers brought different cultures with them.
- Main influences are African, European, Asian in origin.
- South Africa has four major population groups, eleven languages.
- Arts and craft forms: beadwork, pottery, knitting.
- Music and dance forms: Kwaito, Afro-fusion.
- Cuisine: frikkadelle, koeksisters, umvubo.
- Festivals: Indian Diwali, Mangaung African festival, Cape Town Jazz Festival.
Elements of culture
- Literature and story-telling: poetry, recitation, novels
- Architecture and interiors: Cape Dutch thatched and gabled houses, rural thatched mud huts
- Arts and crafts: the creative spirit of a culture, San rock engravings and paintings, art in galleries
- Cuisine: influenced by African, European, Asian cultures: Xhosa Umngqusho (samp and beans), Cape Malay babotie (spiced mince dish), South Africa braaivleis (meat cooked on open fire)
- Music and dance: Gumboot, Indlamu, Volkspele, kwela, choral (Soweto Gospel Choir).
What is heritage?
- Heritage is inherited from families and society and passed on to future generations.
- Heritage resources are tangible or intangible.
- Examples: objects (furniture), structures (buildings), items of special significance (rare plants.)
- National Heritage Resources Act (NHRA) is a law that protects our heritage.
- Our heritage is a ‘national estate’, belongs to South Africa as a country. Anything part of the estate may not be removed without special permission (this includes ancestral graves, historical settlements and buildings, art and military objects, archaeological artefacts, fossils and meteorites).
Importance and value of conserving heritage
- Social value: sites are visited for education, entertainment and appreciation of beauty. Encourages community ownership and builds unity.
- Economic value: sites provide employment and generate income.
- Environmental value: laws protect and safeguard the environment of sites.
- Important for country: Heritage Day: 24 September, the country celebrates its heritage and cultural diversity.
- A heritage site is a place that is protected because of its importance for heritage.
- UNESCO (United Nations Educational, Scientific and Cultural Organisation), encourages cultural and heritage sites around the world.
- The NHRA (National Heritage Resources Act), is the law that identifies, protects and manages South Africa’s heritage.
Criteria for selecting a heritage site
South African Heritage Resources Agency (SAHRA) has a set of criteria to determine the significance of a site.
- It is important to the community or pattern of local history, for example, an old community hall building.
- It contains rare or endangered features of the natural or cultural heritage. For example, the King Protea, our national flower, is a protected plant species.
- It gives important information that will help us to understand our natural or cultural heritage. For example, caves are natural features that were used as places of safety by the San, and the paintings in these caves give us information on the way of life and culture of the San.
- It shows great creative or technical achievement of a particular period, for example, the architecture used in the Union Buildings in Pretoria.
- It has a strong or special association with a particular community or cultural group for social, cultural, or spiritual reasons. For example, the Voortrekker Monument was built to honour the Great Trek and thus has a special association for the Afrikaans culture.
- It has a strong or special association with the life or work of a person, group, or organisation important in the history of the local area, for example, the Nelson Mandela Museum in Mthatha in the Eastern Cape.
- It relates to the history of slavery in the local area, for example, the grave of Sarah Baartman in Hankey in the Eastern Cape. Sarah worked as a slave in Cape Town and was later sold and shown at exhibitions in Europe.
- It has a beauty valued by a community or cultural group, for example, the Cape Floral Region in the Western Cape, which is known for its rich and diverse plant life.
Types of heritage sites
There are three types of heritage site: cultural, natural, mixed cultural and natural exit.
Cultural
- Contain elements of history, religion, art architecture, archaeology or way of life of a cultural group (archaeology, monuments, villages, graves).
- Living heritage: story-telling.
Natural
- Valued for natural beauty, scientific or educational significance.
- Forests, coastal areas, wetlands, waterfalls, caves, mountains (Vredefort Dome, Sterkfontein caves, Hole in the Wall in Eastern Cape).
Mixed natural and cultural
- Natural places that also have a cultural significance: for instance, the Drakensberg Mountains.
Categories of heritage sites
- Categorised according to importance to world.
- Four categories: World, National, Provincial, Local.
Categorisation of heritage sites
World Heritage Sites are sites that have great value to the whole world. There are eight World Heritage Sites in South Africa.
- iSimangaliso Wetland Park (1999)
- Robben Island (1999)
- Cradle of Humankind (1999)
- uKhahlamba-Drakensberg Park (2000)
- Mapungubwe Cultural Landscape (2003)
- Cape Floral Region (2004)
- Vredefort Dome (2005)
- Richtersveld Cultural and Botanical Landscape (2007)
National Heritage Sites are significant to people in the whole country. These sites are usually a source of national pride. They are Grade 1 Sites.
- Hector Peterson Memorial in Soweto, Gauteng
- Taung Heritage Site, North West
- Sarah Baartman’s grave in Hankey, Eastern Cape
- Makapane’s Valley in Mokopane, Limpopo
Provincial Heritage Sites have special significance to people living within a province. They are Grade 2 Sites. These are managed by provincial governments.
- Hole in the Wall, Eastern Cape
- Modjadji Cycad Forest, Limpopo
- Voortrekker Monument, Gauteng
- Pilgrim’s Rest, Mpumalanga
- Table Mountain, Western Cape
- Pilanesburg National Park, North West
- Battlefields in KwaZulu-Natal
Local Heritage Sites are sites of significance to local people. For a site to be declared a heritage site, the local community has to agree on the significance of the site. These are Grade 3 Sites. Local authorities and municipalities are responsible for identifying and managing these sites.
- old buildings with cultural significance
- traditional huts
- trees that have cultural significance
- a grave of someone who was important to the local area
- rock art which is older than 100 years
- features, structures, and artefacts older than 75 years, associated with military history
The heritage plaque
A plaque is a plate of metal, stone, or wood fixed to a wall. A heritage plaque is an ornamental plate given to a site that has been given National Heritage Status to commemorate the opening of the site. Heritage plaques are usually unveiled during the official opening of National Heritage Sites. They usually carry a message in memory of the event. For example, the Nelson Mandela Museum in Mthatha has been given a plaque in memory of Nelson Mandela, to whom the museum is dedicated. The South African Heritage Resources Agency awards plaques to heritage sites.
Examples of local heritage sites
The Sunland Big Baobab
- Location: Sunland Farm, Modjadji Kloof, Limpopo
- Type: Natural
- Category: Local
- The Big Baobab is radiocarbon dated to be 6 000 years old. This makes it older than the Pyramids of Giza.
- The tree is the widest of its species in the world.
- The tree has beautiful blossoms in spring
- The tree is home to a variety of bird life including two pairs of owls.
- Locals and visitors are fascinated by the pub inside the tree: In 1993 the Van Heerden family bought the farm Sunland, where the tree is found. They cleared the hollow inside the tree and built a railway sleeper pub inside it. This bar and wine cellar can hold about 60 people. The pub has become famous all over the world.
The Nelson Mandela Museum
- Type: Cultural
- Category: Local
- Location: Three separate sites in Eastern Cape
- The Bhunga Building in Mthatha exhibits gifts that Nelson Mandela has received from all over the world. (Mandela was South Africa’s first democratically elected President.)
- Mvezo village, where Nelson Mandela was born in 1918.
- Qunu Village, where Nelson Mandela grew up as a young boy.
- It is a living museum.
- The museum allows visitors to walk in the footsteps of the famous Nobel Peace Prize Laureate, Nelson Rolihlahla Mandela.
- It inspires people.
- It signifies Mandela’s love for children and his family.
- It signifies Mandela’s respect for tradition.
- It exhibits memorabilia, family photographs, paintings, and priceless gifts which Mandela received from many different countries.
- The tourism industry is a high-tech industry.
- Communication technology is used for arranging trips, making bookings.
- Equipment: computers, printers, fax machines, photocopiers, telephones.
Landline and cell phones
- Landline communication is used inside an offi ce, connected to a telephone line.
- A switchboard connects a group of telephones. Calls are redirected via a receptionist to an extension number.
- Cell phones are also called mobile phones.
- Can phone from anywhere at any time.
- Can send a short, written message (SMS).
- Good for reminders, confi rming reservations or promoting special off ers.
- Instant, easy, worldwide.
- Disadvantages: Networks may fail, can be expensive, not always available, poor telecommunication skills = poor service image, receiver may not be available.
Fax machines
- Speedy transmission of communication on paper, from one machine to another, anywhere in the world.
- Use a telephone line.
- A fax cover letter or sheet gives details of sender and receiver, is first page of the document.
- Instant, machines can also print, scan, copy, worldwide communication.
- Disadvantages: Cannot function without power, both parties must have a machine, require additional phone line, expensive to repair, copies not always good quality.
Photocopying machines
- Used to make exact copies of documents.
- Example: Itinerary of tour is drawn up on a computer, printed then photocopied for the tourists.
- Simple to use.
- Makes many copies, fast.
- Disadvantages: Expensive to buy and maintain, chemicals expensive, misuse (unnecessary copies made), take up lots of office space.
Printers
- An electronic device connected to a computer.
- Accepts information from the computer and transfers it to paper.
- Can print in black and colour.
- Vary in size, speed and cost.
- Saves information for storage. Colour prints, light, small.
- Disadvantages: Wastes paper through unnecessary prints, ink expensive, can be time consuming because ink needs time to dry.
Computers
Main functions in tourism industry:
- Store information, make bookings and reservations, generate correspondence.
- Computers are linked to one another by a network.
- Network users share information.
- Internet is a network, information can travel all over the world.
- Used to advertise, provide information on attractions, destinations, products and services of tourism businesses.
- Tourists can arrange entire trips using Internet.
- Internet provides information, saves time, provides documents, saves office space.
- Disadvantages: Needs power, software upgrades expensive, viruses are harmful, expensive.
Emails (electronic mail)
- A computerised postal system.
- Sent from one computer to another anywhere in the world in seconds.
- Can attach documents, send messages, fast, cheap, simple to use, private.
- Disadvantages: Must have Internet, need addresses, viruses can be transmitted.
Video conferencing
- Long distance communication.
- Required: Computer, webcam, microphone, Internet connection.
- Users can see and hear in real-time.
- Examples: Skype, video phones.
- Teleconferencing: Can only hear not see each other.
- People in different locations can interact, visual material shared, cuts down travel expenses.
- Disadvantages: Expensive, impersonal, needs technical efficiency, time differences
The communication process:
- Sender: the tour guide or booking agent.
- Coding: verbal or non-verbal.
- Message: meaning of words.
- Code analysing: understanding the message and language.
- Receiver: tourist or tourist’s agent.
- Feedback: response.
Written communication
- Tourists often require written information.
- Forms of written communication: Email, websites, SMS messaging, social networks (like Facebook), faxes, memos, surveys, questionnaires. Communication must be professional and email must use correct ‘netiquette’.
Verbal communication
Verbal communication is most effective when giving information, providing clear messages and correcting misunderstandings.
Types of communication
Interpersonal communication
- This is communication between two people.
- Communication is direct when the sender and the receiver have eye contact.
- Feedback is received immediately.
- Communication is indirect when a travel agent talks to the tourist over the telephone
Small group communication
- This is communication between people that work together, for example, at a daily meeting that a hotel manager has with hotel staff.
- Communication is direct because the sender and receivers have eye contact and feedback is received immediately
Public communication
- This type of communication occurs in public places.
- An announcement made in an airport departure hall regarding a flight delay is an example of indirect communication. There is no way of replying or interacting.
- An air hostess asking passengers what they would like to drink during a flight is an example of direct communication. Interaction takes place.
Mass communication
- This involves sending messages to a large audience. An example is TV travel program about a holiday destination.
- Communication is indirect because the person watching the program cannot respond immediately to the person presenting the travel program. Any feedback that may occur is delayed.
Face-to-face
- Spoken words, voice tone, body language.
Telephonic communication: landlines and cell phones
Receiving and making calls.
- Promptness: answer a call within 5-10 seconds (3 rings).
- Politeness: never be rude.
- Preparation: know what you are going to say.
- Professionalism: know your job.
Tourism road and information signs
- Non-verbal communication.
- Tourist road signs have white words on a brown background.
What is service excellence?
- The ability of a business to meet needs and wants of customers.
- Helping customers with the process of purchase.
- Keeping customers satisfied.
- Dealing with customers in a thoughtful, efficient and appropriate way.
Importance and value of providing quality service
- Good service attracts customers, which increases profits, which could result in increased salaries.
- Improves image and competitiveness of company.
- Results in good relationship between customer and company.
- Intangible: politeness, product knowledge, interest.
- Includes service provider: receptionist is part of service.
- Variation in service: good/bad.
- Cannot be stored.
Advantages of excellent service delivery
- Satisfied customers, increased profits, lower marketing costs, competitive advantage, satisfied employees.
- Fast results, easy to use, personal attention.
- Tourists are likely to return and tell other people.
- Increase in number of tourists.
- More money is spent, which will increase GDP (gross domestic product).
- Creates more job opportunities.
Consequences of poor service delivery
- Loss of customers.
- Less profit.
- Increase in marketing costs for advertising.
- Money spent on staff training.
- Poor company image.
- Unhappy employees who might look for work elsewhere.
- Leads to high staff turnover.
Recommendations for the improvement of service delivery
- Outgoing, friendly employees.
- Customer service training.
- Good decisions made by employees = confidence = satisfied management.
- Customer feedback.
- Encourage future purchases with vouchers.