Gr10 Task 1: Tourism Skills Assessment Task 2021 Scenario: 5-Star Hotel ...

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Gr10 Task 1: Tourism Skills Assessment Task 2021 Scenario: 5-Star Hotel Grading and Service

This task will assess: ? The learner's knowledge of grading of accommodation establishments ? Application of the TGCSA content to a hotel scenario ? The demonstration of 21st Century skills Tourism CAPS Reference: "The South African grading system for accommodation establishments" Term 1 Week 4 of the CAPS is assessed in this task Focus skills highlighted as weaknesses from industry feedback are included for strengthening of the CAPS. These skills are essential to enable Tourism learners to display Customer Service Skills. Together with 21st Century skills, these skills are applied to the Grade 10 content for the above topic. The skills that are applied: ? Tabulating of information ? Reasoning used to link the star grading policy to hotel room infrastructure and

technology ? Problem solving skills to meet the grading standards from a hotel's perspective ? Customer service skills in a dialogue ? Expressing critical thinking skills by giving an evaluative opinion Included in the task are resources that should be used together with the example that is provided. Keep in mind that learners are assessed individually. Make sure that the Customer Service Skills article is understood and prepared before the assessment takes place, so that learners are able to apply their knowledge. Teacher preparation for the learner preparation session: Prepare copies of the following per learner for individual assessment: ? The task ? Annexures for learners to complete the task Learners use the above copies to prepare in class during the preparation session as well as at home. During the assessment session/s the instructions and rubric must be given to every learner. It is the learners' responsibility to bring the prepared resources to class.

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Gr10 Task 1: Tourism Skills Assessment Task 2021

5-Star Hotel Grading and Service

TOTAL: 50 marks

LEARNER INSTRUCTIONS

Study the scenario below and follow the instructions to complete the task within the prescribed time limit under controlled exam conditions. You need to apply the information gathered from the content (textbook) together with the annexures.

Scenario

Different tourists checked into a 5-star hotel during a week. The tourists mention during and after their stay, that their expectations of the particular hotel were not met. Below is a list that indicates the level of the facility and/or service they felt either did not meet their expectations, of or were lacking from the 5-star accommodation.

With regard to the bedroom: 1. The chair at the desk is wobbly. 2 There is no hairdryer in the room. 3. The room is not totally dark when the curtains are closed and it disturbs proper sleep. 4. We were not satisfied with the quality of the pillows on our beds. 5. It was difficult to open the windows for fresh air in the room.

With regard to the bathroom: 6. Water is seeping through the bathroom floor. 7. We expected bathrobes to be in our room or bathroom.

Some of the tourists wanted to know if the hotel adheres to national standards in South Africa. They threatened to complain to the Tourism Grading Council of South Africa (TGCSA).

QUESTION 1

1.1 Design a cover page for the task.

The cover page must include the following:

? Your name and surname

? Name of your school, grade and class

? A labelled picture or image linked to the scenario of the task

(3)

1.2 Develop a table of contents on page 1 for Questions 1-6 that reflects the

correct order of the sections and their corresponding page numbers.

(2)

QUESTION 2

Draw the TGCSA grading plaque with the logo that may be displayed outside this

5-star graded hotel. Include all details.

(4)

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QUESTION 3 Study the TGCSA criteria (ANNEXURE C, p.9-11) and the example provided in ANNEXURE A.

Complete ANNEXURE B by providing the following information:

3.1 Identify and match the TGCSA criteria with the guests' complaints to

determine what the guest could expect from 5-star accommodation. Write out

the criteria in full next to the number of the complaint (1-7).

(7 x 1) (7)

3.2 Provide a suggestion of what the hotel management can do to improve the

hotel room in order to meet the required standard as set out in the TGCSA

criteria. Provide an improvement suggestion for each complaint.

(7 x 2) (14)

QUESTION 4

Read the dialogue (labelled A-L) between Gugu, who works at the front desk of a 5-

star hotel, and a hotel guest.

GUGU

HOTEL GUEST

A: "Good day Sir. Can I help you?"

C: "I am so sorry to hear that you feel that way Sir."

E: "We are always trying our best to put the customer first. Are there any problems I can help you with?" G: "Thank you for reporting the problem to us, can we send someone to your room to change the pillows for you? It is our policy to have a spare pillow in every room or you can request special-requirement pillows from our front office." I: "I am sorry Sir. Can we move you to another room with a well-tiled bathroom floor? I will look if there is another room available." K: "Yes sir, I will check immediately if we have another room available and I will sort out the problem with the pillows. May we move your luggage to another room?"

B: "What a poor standard hotel you are operating! This is not what I expected for a 5-star establishment." D: "At least you are greeting me properly at the front desk. Does this hotel adhere to the national standards in South Africa? We feel like reporting you to the TGCSA." F: "I did not sleep well because of the quality of the pillows on the bed. The pillows were uncomfortable." H: "That will be great thank you. I like feather pillows. Walking on the wet floor in the bathroom is also dangerous."

J: "I am leaving now for the day and would like both issues to be resolved when I return at 17:00."

L: "Yes, that will be fine. As long as the room is up to standard for a five-star hotel. Here is my room key."

Study the information about excellent customer service in a hotel found in ANNEXURE D (p. 12-13).

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Critique and analyse Gugu's responses to the hotel guest. Explain in your answer whether you agree that Gugu's responses show she can apply the customer care skills listed below correctly.

Remember to use all the customer service skills in the provided resources, to show your level of application for each of the skills.

Gugu's responses show she: ? reacts with the correct emotional attitude. ? sees the guest's view points as valid. ? is knowledgeable about the facilities and services that a 5-star hotel is

supposed to offer. ? understands and applies the policy accurately. ? makes the correct choices in every situation. QUESTION 5 Give your opinion about the following question:

(5 x 2) (10)

Do guests have the right to complain when they are unhappy about their hotel

rooms? Motivate your viewpoint.

(4)

QUESTION 6

6.1 Include a bibliography on the last page of the task. List at least TWO different

types of resources used to complete the task, using the HARVARD method

(ANNEXURE E p.14).

(2)

6.2 Presentation:

Consider the following criteria when compiling the task:

? Instructions were followed

(1)

? Correct spelling and grammar usage

(2)

? Overall neat impression

(1)

TOTAL 50

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Gr10 Task 1: Tourism Skills Assessment Task 2021

5-Star Hotel Grading and Service

ASSESSMENT TOOL

Name of learner:

Class:

Name of school:

QUESTION 1

[5] T

M

1.1 A cover page for the task was designed.

The cover page included the following:

? Learner's name and surname

? Name of school, grade and class

? A labelled picture or image linking to the scenario of the

task was included

(3)

1.2 A table of contents was developed on page 1 of the task for

Questions 1-6 that reflects the correct order of the questions

and their corresponding page numbers.

(2)

QUESTION 2

[4] T

M

A grading plaque was drawn and included the following:

? Number of stars

? Type of accommodation

? Logo of TGCSA

? Ownership statementor Grading serial number

(4 x 1) (4)

QUESTION 3

[21] T

M

3.1

3.2

The correct TGCSA criteria A workable solution

Complaint 1

selected - only that sentence suggested to the hotel - to copied down - matches the bring the hotel room up to

FIRST guest expectation of the required standard for the bedroom in the scenario this FIRST expectation (3)

The assessment guideline

The assessment guideline

2

3

Complaint Complaint Complaint Complaint

above must be followed but above must be followed

must refer to the SECOND

but must refer to the

complaint.

SECOND complaint.

(3)

The assessment guideline

The assessment guideline

above must be followed but must refer to the THIRD complaint.

above must be followed but

must refer to the THIRD

complaint.

(3)

The assessment guideline

The assessment guideline

above must be followed but above must be followed but

4

must refer to the FOURTH complaint.

must refer to the FOURTH

complaint. (3)

The assessment guideline

The assessment guideline

above must be followed but above must be followed but

5

must refer to the FIFTH complaint.

must refer to the FIFTH

complaint.

(3)

The assessment guideline

The assessment guideline

above must be followed but above must be followed but

must refer to the SIXTH complaint.

must refer to the SIXTH

complaint.

(3)

Complaint 6

5

Complaint 7

The assessment guideline

The assessment guideline

above must be followed but above must be followed but

must refer to the SEVENTH must refer to the SEVENTH

complaint.

complaint.

(3)

QUESTION 4

[10] T

M

The learner was able to critique and analyse the dialogue

under the following headings:

? React with the correct emotional attitude

(2)

? See the guest's view points as valid

(2)

? Is knowledgeable about facilities and services in the 5-star

experience (as per info)

(2)

? Understand and apply policy ? what can and cannot be

done

(2)

? Make the correct choices for every situation

(2)

QUESTION 5

[4] T

M

Motivation was given about the guest's right to mention things they

are unhappy about in their hotel rooms.

(4)

QUESTION 6

[6] T

M

6.1 A bibliography was included on the last page of the task

? Two different types of resources were given

(1)

? The Harvard method was used

(1)

6.2 Presentation:

Instructions for all questions were followed ? Content page

on page 1, bibliography on last page, used a table for

Question 3

(1)

Correct spellingand grammar usage.

(2)

Creates a good overall impression. Neat.

(1)

GRAND TOTAL 50

EDUCATOR SIGNATURE

DATE

MODERATOR SIGNATURE

DATE

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ANNEXURE A

QUESTION 3: Example of how the table must be completed:

Below is an example of a guest complaint about a 5 star hotel:

"Some of the spaces in the room were impractical, for example where the comfort chair and lamp stand were placed."

Use the TGCSA criteria extract and table below as a guideline to complete QUESTION 3.

B BEDROOM

APPLICABILITY PER SUB-CATEGORY

17. Spaciousness and Overall Impression

1- 2- 3- 4- 5star star star star star

Unrestricted access to all storage facilities within the room

All bedrooms with sufficient space to allow guests freedom of movement around all

furniture and fittings including sofa beds. There should be no restriction of free

movement. Doors and drawers must be able to open and close easily without having

to move furniture.

Good amount of space allowing for ease of movement and relaxation.

Well-planned layout ? quite spacious, allowing ease of movement, comfort and relaxation. Well-planned layout ? very spacious, allowing generous ease of movement, comfort, dining and relaxation

The guest complaint was about the space in the room. You must identify the criteria that matches the space problem.

Always look at the last column indicating if the TGCSA criteria applies to a 5-star graded hotel or not.

Example of how to complete the table for the complaint:

3.1

3.2

Identify and match the TGCSA Provide a suggestion of

criteria in the resources with the what the hotel can do to

guests' complaints so that you improve the hotel room to

can see what the guest can

the required standard as set

Complaint

expect from 5-star

out in the criteria. Provide a

accommodation. Write out the suggestion for each

criteria in full next to the number complaint.

of the complaint (1-7).

The learners write down the The learners make a

TGCSA criteria:

suggestion:

Some of the spaces in Well-planned layout ? very

Improve internal layout of

the room were

spacious, allowing generous

various spaces in the room

impractical, for example ease of movement, comfort,

OR employ an interior

where the comfort chair dining and relaxation

designer to improve the

and lamp stand were

layout of the room. (Any one

placed

of the two or another

acceptable suggestion)

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ANNEXURE B

Name of learner: Name of school:

QUESTION 3

Complaint

1. The chair at the desk is wobbly.

Class:

3.1 Identify and match the TGCSA criteria in the resources with the guests' complaints so that you can see what the guest can expect from 5-star accommodation. Write out the criteria in full next to the number of the complaint (1-7). (7)

BEDROOM

3.2 Provide a suggestion of what

the hotel can do to improve the

hotel room to the required

standard as set out in the

criteria. Provide a suggestion for

each complaint.

(14)

2. There is no hairdryer in the room.

3. The room is not totally dark when the curtains are closed and it disturbs proper sleep.

4. We were not satisfied with the quality of the pillows on our beds.

5. It was difficult to open the windows for fresh air in the room.

6. Water is seeping through the bathroom floor.

BATHROOM

7. We expected bathrobes to be in our room or bathroom.

[21]

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