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Generic Tour OperationsINTRODUCTION TO THE TOURISM INDUSTRYTIN-110 The tourism industry and role-players Copyright and database rights protection exists in this publication and all rights are reserved.This publication or any part thereof may not be reproduced, transmitted, conveyed, communicated or used in any form or by any means, whether in whole or in part, without the prior written permission of MGT Courses.LEARNING UNIT 1: INTRODUCTION TO THE TOURISM INDUSTRY Tourism is a complex and diverse industry. As a multi-industry phenomenon, it depends on a number of other industries such as accommodation, transport, catering, liquor and communication industries to function and prosper. In order to render the services required by tourists it demands a wide range of specialized service providers. Tourism can be described as the total experience that originates from the interaction between tourists, employers, employees, government systems and communities in the process of attracting, entertaining, transporting and accommodating tourists.There are different types of tourism, for example, cultural tourism, ecotourism, sports tourism and many more. “Tourism” is associated with people who travel and make use of accommodation, catering and attractions.TOURISM =TOURISTS + ATTRACTIONS + TRANSPORT + ACTIVITIES + ACCOMMODATION + HOST COMMUNITY + CATERING + GOVERNMENTThe tourism industry includes the supply of products and services to tourists. Tourism contributes 6% to the economy and is growing at a rate of 2% per year. The tourism industry includes the following:Both domestic and international tourism can create employment; it is a relatively labour intensive industry and it employs a multiplicity of skills from accountants and hairdressers to tourist guides and trackers. Tourism can provide very good skills development opportunities for local communities.In fact, the formal tourism sector provides major opportunities for the informal sector. Tourists travel to the ‘factory’ to consume the product; they travel to the destination to enjoy their holiday. Tourism is a ‘final goods’ scenario, all the final touches have to be provided in South Africa and so the value is captured here. The value of a taxi ride from the airport, wildlife viewing and restaurant meals all accrue to the local economy the challenge is to maximize it by reducing leakages and developing the multiplier effect. Tourist enterprises attract domestic and international tourists and create opportunities for small entrepreneurs and economic linkages, for example agriculture, hunting, handicraft production and a wide range of service industries which tourists are likely to consume in the destination.Definition of tourism, travel and trips 13144511366500Tourism Some definitions offered by a variety of dictionariesthe practice of touring/travelling, especially for pleasurethe business of attracting, accommodating, and entertaining touriststhe business of operating toursthe promotion of tourist travelThe common perception of tourism is that it is limited to a holiday activity only.According to the United Nation’s World Tourism Organization (UNWTG) it is defined as people “travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes’. World Tourism Day27 September Since 1980, the United Nations World Tourism Organization (UNWTO) has celebrated World Tourism Day on September 27. This date was chosen as on that day in 1970, the Statutes of the UNWTO were adopted. The adoption of these Statutes is considered a milestone in global tourism.DestinationA place that people will make a special trip to visit.The main destination of a trip is the place visited that is central to the decision to take the trip!Tourism productRepresents a combination of different aspects (characteristics of the places visited, modes of transport, types of accommodation, specific activities at destination, etc.) around a specific center of interest such as nature tours, life on farms, visits to historical and cultural sites, visits to a particular city, the practice of specific sports, the beach, etc. It is used by professionals in the tourism business to market specific packages or destinations.It is also possible to speak of specific types of “tourism products”, such as culinary tourism, eco-tourism, city tourism, sun-and-sand tourism, agritourism, health tourism, winter tourism, etc.Travel and travellersTravel refers to the activity of travellers. A traveller is someone who moves between different geographic locations, for any purpose and any duration.TripA trip refers to the travel by a person from the time of departure from his usual residence until he/she returns: it thus refers to a round trip. A trip is made up of visits to different places.Inbound tripAn inbound trip will correspond to the travel between arriving in a country and leaving.Outbound domestic tripA domestic trip or an outbound trip will correspond to the travel between leaving the place of residence and returning.A domestic trip has a main destination in the country of residence of the traveller, while an outbound trip has a main destination outside this country.Long haul tripsOccurs outside of the world region (continent) where the traveller resides, or beyond a given number of flying hours. Short haul tripsOccurs within the world region where the traveller resides (within a continent). Also see regional tourist. TransitStopping at a place without any specific purpose other than being en route to another destination Definition of tourism, travel and trips 14351013652500Tourism Some definitions offered by a variety of dictionariesthe practice of touring/travelling, especially for pleasurethe business of attracting, accommodating, and entertaining touriststhe business of operating toursthe promotion of tourist travelThe common perception of tourism is that it is limited to a holiday activity only.According to the United Nation’s World Tourism Organization (UNWTG) it is defined as people “travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes’. World Tourism Day27 September Since 1980, the United Nations World Tourism Organization (UNWTO) has celebrated World Tourism Day on September 27. This date was chosen as on that day in 1970, the Statutes of the UNWTO were adopted. The adoption of these Statutes is considered a milestone in global tourism.DestinationA place that people will make a special trip to visit.The main destination of a trip is the place visited that is central to the decision to take the trip!Tourism productRepresents a combination of different aspects (characteristics of the places visited, modes of transport, types of accommodation, specific activities at destination, etc.) around a specific centre of interest such as nature tours, life on farms, visits to historical and cultural sites, visits to a particular city, the practice of specific sports, the beach, etc. It is used by professionals in the tourism business to market specific packages or destinations.It is also possible to speak of specific types of “tourism products”, such as culinary tourism, eco-tourism, city tourism, sun-and-sand tourism, agritourism, health tourism, winter tourism, etc.Travel and travellersTravel refers to the activity of travellers. A traveller is someone who moves between different geographic locations, for any purpose and any duration.TripA trip refers to the travel by a person from the time of departure from his usual residence until he/she returns: it thus refers to a round trip. A trip is made up of visits to different places.Inbound tripAn inbound trip will correspond to the travel between arriving in a country and leaving.Outbound domestic tripA domestic trip or an outbound trip will correspond to the travel between leaving the place of residence and returning.A domestic trip has a main destination in the country of residence of the traveller, while an outbound trip has a main destination outside this country.Long haul tripsOccurs outside of the world region (continent) where the traveller resides, or beyond a given number of flying hours. Short haul tripsOccurs within the world region where the traveller resides (within a continent). Also see regional tourist. TransitStopping at a place without any specific purpose other than being en route to another destination Classification of a tourist The use of terminology referring to tourists or visitors can be very confusing. It is important to be aware of the differences in order to analyse tourism statistical reports. “Travellers” are composed of passengers in transits, arrivals into and departures from South Africa regardless of residency status. In 1963, the United Nations Conference on Travel and Tourism (Rome) proposed the following definitions of visitor, tourists and excursionist.(Also see Figure 1.1 Classification of inbound travellers for clarification)-1841534544000 Visitor A traveller taking a trip to a main destination outside his/her usual environment, for less than a year, for any main purpose (business, leisure or other personal purpose) other than to be employed by a resident entity in the country or place visited. These trips taken by visitors qualify as tourism trips. Tourism refers to the activity of visitors.-317523939500Tourist Tourists are the visitors staying at least twenty-four hours in the country/place visited and the purpose of whose journey can be classified under one of the following headings:leisure (recreation, holiday, health, study, religion and sports)business, family, mission, meeting-317523749000ExursionistTemporary visitors staying less than twenty-four hours in the country visited (including travellers on cruise).They are also referred to as “day visitors”.-825515240000Foreign touristForeign tourist Any person who visits a country other than his/her home. This could include people from other continents, the same continent, or from countries in the same region (e.g. SADC) as the country visited.Foreign versus International - Anything that belongs to a country other than one’s own is termed ‘foreign” while anything that involves more than one country is termed as ‘international’. ( accessed on 12 July 2016).Overseas and abroad - As adverbs meaning “out of one’s own country”Regional touristA foreign tourist coming from a neighbouring country in the same region as the country they are visiting. They came for the same reasons classified under ‘Tourist’.They stay for more than 24 hours using commercial or private accommodation.Domestic touristSouth Africans (local people) travelling within their own country. They travel for the same reasons classified under ‘Tourist’.Local people who travel from one province or area within a country to another province or area for vacation, business, educational reasons etc., staying for more than 24 hours. For example a friend of yours that travels from Gauteng to visit you in the Western Cape.Reasons why people travel This will help you in the development of the right packages to meet the needs and expectations of the tourists.The following are all considered as reasons why people travel: Pro-fessional or businessPeople travel for business reasons to attend meetings, conferences, trade fairs and exhibitions; giving lectures, concerts, shows and plays; promoting, purchasing, selling or buying goods or services on behalf of non-resident producers (of the country or place visited).Figure 1.1 Classification of inbound travellers - Laimer, P. (2010)Personal reasons Friends and family (VFR)VFR travel includes visits to family and friends in other towns or countries.Health and medical Tourists visit places for health reasons that differ from person to person. It includes, for example, receiving services from hospitals, clinics, convalescent homes and, more generally, health and social institutions, visiting thalassotherapy and health and spa resorts and other specialized places to receive medical treatments when they are based on medical advice, including cosmetic surgeries using medical facilities and services. In spite of what appears to be a very expensive alternative to us South Africans, the overseas market find our plastic surgeons, etc. plus the recuperating period at a lodge cheaper than their own country’s alternative. CuriosityPeople hear of places of the radio or television or read about them in magazines and then visit such places for example presidents’ residences.Sport South Africans love sport and therefore tend to travel the world to see their sportsmen and women in action. Sporting events such as the Olympic Games attract visitors/tourists from countries around the world.PleasureOne of the strongest motivating factors for tourists is that they travel for pleasure. They not only travel to enjoy places, but also the journey; that is why there are so many forms of travel.ReligionReligions, like people differ. Most religions set certain expectations or requirements. These expectations or requirements can motivate people to visit specific places like Jerusalem, Mecca or Polokwane (ZCC gatherings) in South Africa. Origin syndromeMany South African are descendants of other nations and wish to visit their country of origin, for example European descendants. Many Portuguese people that stay in S Africa travel to Portugal once or twice a year.StatusSome people visit exotic destinations because other people have already been there or are on their way to them (keeping up with the Jones’s). It is usually exotic places like Mauritius or the Seychelles.Cultural motivations and traditionsPeople travel because they want to experience the culture of the destination. This can include the following: art, festivals, handcraft, music/dance, customs/lifestyles, language and science.ClimateCertain parts of the world are associated with certain natural environments like snow in Switzerland and tropical jungles in Central Africa. These attract tourists who practise activities (like skiing) for which the environment is ideally suited.Sights worth seeingPlaces like the Fish River Canyon, the Drakensberg and Table Mountain are large attractions. International attractions include the Eiffel Tower, Great Wall of China and many more.WildlifeAnimals and their habits are probably the biggest attraction to South Africa. This refers to the Big Five, birds, whales, sharks as well as various plant species like fynbos.Amusement /entertainmentThis category includes the following: sport and recreation, amusement parks theatres, nightlife, catering, gambling and resorts. Visits to The Lost City, Gold Reef City etc fall into this category.EducationalSchool and university groups, both local and from a foreign country as well as Farmers, teachers etc. coming to learn our ‘procedures’,Clubs, Associations, etc.Round Table for instance invite members from other parts of the world and every second year a different country acts as hosts for the gathering. Pink TravelThis group of people are demanding and expect only the best – they are willing to pay, but will not settle for second best. This is the gay market which can be very viable.Impact of tourism The impact of tourism can be divided into three categories, namely economic, environmental and socio-cultural. Ensuring that all these impacts are positive is the focus of Responsible Tourism, the triple-bottom line approach, and is supported by the Department of Environmental Affairs and Tourism in the 1996 White Paper on Tourism as the basis for National Tourism Policy for South Africa.Economic impact – Tourism impacts on the economy of a country in terms of job creation, foreign currency and development of infra and super structures, to name but a few. Tourism thus has economic value. When a tourist visits the country, they pay for their accommodation, activities and food. This brings money to that specific area.Environmental impact – When development takes place in terms of infra and supra structures it impacts on the fauna and flora as well as the environment in general. When a new hotel is built they destroy the fauna and flora for the new construction. This is to the disadvantage of the environment. When a park is being developed they conserve the fauna and flora of that area. This is to the advantage of the environment. It is important to analyse the impact of tourism and the development of tourism products on the environment.Socio-cultural – Tourist visiting destinations bring with them a new culture which the people at the destination might not be aware of. The tourists and the local community influence each other in terms of culture, lifestyle and needs. The influence can be positive or negative. Planners and marketers need to take these aspects into consideration to ensure that the culture and lifestyle of the destinations does not change because of tourism.Advantages and disadvantages of tourismTourism creates certain advantages and disadvantages. We need to be aware of the advantages and make sure that we focus on that in the development of the tourism industry. We also need to be aware of the disadvantages in order to prevent them.AdvantagesDisadvantagesCreates job opportunities immediatelySeasonalityIs labour intensiveEconomic dependenceOffers entrepreneurial opportunitiesOver developmentDevelops infrastructureUnbalanced developmentBuilds cross-cultural relationshipsEmploymentBuilds National prideImportation of services and suppliesGenerates foreign currencyProperty pricesHas a multiplying effectIntensive use of facilitiesStimulates other tradesLimiting of developmentIs a final productNeglect of propertyBroadens educationPrice increasesPromotes international peaceCultural threatBreaks down racial and cultural barriersEcological threatReinforces preservation of heritage and traditionsEnhances an appreciation of cultural traditionsLEARNING UNIT 2: HISTORIC DEVELOPMENT OF THE TOURISM INDUSTRY AND TRENDS The history of the global tourism industryAs seasons changed and animals migrated, people travelled to survive. These early travellers moved on foot, they were limited to quite small geographical areas. In this time, travel may have remained a localized experience, but people by nature are interested. Travelers climbing a mountain and crossing rivers to satisfy their own sense of adventure and curiosity as they sought a glimpse of the unknown Phoenicians, early Chinese, and others travelled for trade and military control as civilizations became established and spread geographically, travel become a necessity.The Empire EraStarted from the time of the Egyptians to the Greek and finally came to an end with the fall of the Roman empire. During this time, people began traveling in large numbers for governmental, commercial, educational and religious purpose. As centres of governmental activities, the city-states become attractions in themselves. The Greeks were the first who shaped the modern-day travel. Pleasure travel was popular. The Romans included a large group of middle class who had money and time to travel. They built rest houses, excellent roads, and transportation and communication systems. Factors that influence people to travel during the Empire Era: affluent population with time and money to travel safe and easy travel widely accepted currencies widely used languages legal system which protects personal safety The Middle Ages (5th to 14th centuries)Travel almost disappeared during the Middle Ages where travel became dangerous and sporadic. The *feudal system that eventually replaced Roman rule resulted in many different autonomous domains. 1365257937500Feudal system?A peasant or worker known as a vassal received a piece of land in return for serving a lord or king, especially during times of war. Vassals were expected to perform various duties in exchange for their own fields, or areas of land. Adapted from accessed on 11 July 2016.During the Middle Ages, there was a breakdown in a previously organised and controlled society. This resulted in the fragmentation of transportation systems, currencies and languages making travel a difficult and sometimes dangerous experience. Crusades to retake the Holy land took place during this time. Merchants, such as Marco Polo who travelled to territories well beyond that of the Crusaders, intensified the interest in travel and trade from the 13th century onwards. Factors that influenced travel during the Middle Ages: transportation and safety declined less acceptance of currencies and less knowledge of common languages.The Renaiss-ance Era (14th – 16th centuries)The rebirth in travel emerged slowly during the Renaissance Era. The Merchants began to venture farther from their villages as the church and the kings and queen brought larger geographical areas under their control. Trade routes slowly began to reopen as commercial activities grew and the merchants ventured into new territories. Increased interest in travel for commerce and pleasure. A desire to learn and experience increased, and led to the Grand Tour Era.The Grand Tour Era (1613 to 1785 A.D.)The trend of luxurious travel started by wealthy English. Developed as a status symbol and spread throughout Europe. The goal was to experience the “civilized world” and study the arts and sciences. These travels often lasted for several years.Industrial Revolution (started in 1750s)Economic growth and technological advances led to more efficient forms of transportation, the integration of markets across geographic and international boundaries, and higher incomes. Travel now became important as a business, and leisure activity. Tourism suppliers develop to assist with the growing need of travellers. Extended travellers to gain cultural experiences decreased as fewer people could partake in this time-consuming practice. The Mobility Era (1800-1944)During this era, there were growing economic prosperity and is characterised by increased travel to new familiar locations, both near and far. Thomas Cook developed tour packages for mass travel. In 1841, Thomas Cook organised the first tour for a group of 570 to attend a temperance rally (teetotalism) in Leicester, England. The trip was complete with a picnic lunch and brass band. The immediate success of the first venture and the demand for more assistance in making travel arrangements led Cook into the full-time business provided travel services. In 1872, he organised ‘the round the world trip.’Factors that influenced travel during the Mobility Era:the invention of automobile and airplane expanded freedom to travelincrease in systems, modes, and speeds of travel (roads, railroads, steamships). The Modern Era (1945 to present)Leisure travelMass travel An industrialist, George Westinghouse, introduced paid vacations in the early 1900’s. This made leisure travel possible for working and middle classes. Millions of people were introduced to international travel during World War II as they were posted in new, different and even exotic destinations as part of their military assignments. Back home they shared their experiences. Factors that influenced travel during the Modern Era:post-war prosperity made mass ownerships of automobiles possible introduction of jet travel shortened travel time time, money, safety and interest in travel led to unparalleled growth of tourismOther milestones The International Air Transport Association (IATA) was established in 1945. It is a trade association of the world’s airlines. IATA supports airline activity and helps formulate industry policy and standards.International Union of Official Travel organisations (IUOTO) was established in 1947. This organisation represented over 100 National tourist offices of various countries as full members and 88 National & International members as associates. IUOTO was only organisation which grouped together the Governmental/private tourist organizations all over the world. (International+Union+of+Official+Travel+Organisation).Diners Club introduced the first credit card in 1950. This enabled travellers to make purchases anywhere in the world without the risk of having to carry cash.The United Nations World Tourism Organization (UNWTO) was established in 1957. Responsible for the promotion of responsible, sustainable and universally accessible tourism. It encourages the implementation of the Global Code of Ethics for Tourism.Boeing 707 (generally pronounced as the “seven oh seven”) was introduced in 1958 leading the Jet Age.In 1966 the United Federation of Travel Agent’s Associations (UFTAA) was established.Tourism statistics Resources for local tourism statisticsThe following documents provide official statistics on tourism and can be downloaded from .za Domestic tourism survey (annual)Tourism and Migration (monthly)Tourism (annually)TAKE NOTE OF THE TERMINOLOGY:FOREIGN ARRIVALS = VISITORS and NON-VISITORS VISITORS = SAME DAY and OVERNIGHT VISITORS OR TOURISTSExample According to the 2013 Tourism (Annual Report)A total of 9 616 964 tourists came to South Africa in 2013, an increase of 4.7% from the previous year. The performance was just below the global average of 5%.MGT 71.6% of these were residents of SADC countries (mostly from Zimbabwe, Lesotho, Mozambique, Swaziland and Botswana).The top African tourist arrival by air was from Nigeria, followed by Angola, Tanzania, Kenya, Democratic Republic of Congo and Ghana.MGT Most overseas visitors came from the United Kingdom, followed by the United States of America and Germany. Other important source markets included China, France, Australia, the Netherlands, India, Brazil, Canada and China.The primary purpose of visits to South Africa was leisure (57.9%), followed by business (30.1%).Resources for global tourism statisticsUNWTO - World Tourism Organization latest and most up-to-date tourism statistics for all the countries and regions around the world. Data on inbound, domestic and outbound tourism is available, as well as on tourism industries, employment and complementary indicators. All statistical tables available are displayed and can be accessed individually.Documents: UNWTO World Tourism Barometer offer short term results STATISTA - The Statistics Portal Current trends in the global and local tourism industry As a worldwide export category tourism ranks third after fuels and chemicals. In many developing countries, it ranks first.International travel and most visited regionsA record 1.184 million (1.2 billion) tourists travelled abroad in 2015, a 4.4% increase over the previous year. The United States, China, Spain and France remain the world’s top tourism destinations. UNWTO World Tourism Barometer 2015Tourism source marketsTourism source marketMost tourists are from China, the United States and the United Kingdom because of their strong currencies and economies.UNWTO World Tourism Barometer 2015Shopping safarisAlmost a third of Chinese tourist abroad spend more on shopping when travelling than on anything else. International travellers on vacation want to shop at stores featuring locally made goodsEuromonitor International; China Outbound Tourism Research Institute; 2015 Resonance Report: Portrait of the U.S. International Leisure Traveller.InternetInternet access is the most important hotel amenity for both leisure and business travellers.Mobile internet affects not only the way travel is distributed and sold, but how we consume and experience the destination.PwC Global Entertainment & Media Outlook: 2013-2017.Millennial travellers1.8 billion out of 7 billion people worldwide belong to the Millennial generation (age 18-34; born between 1980’s - 2000’s).‘Experiencing everyday life in another country’ and ‘increasing their knowledge’ are top travel motivations for Millennial travellers.WYSE Travel Confederation Millennial Traveller Report; 2015 Resonance Report: Portrait of the Millennial Traveller; U.S. Census.Social media and marketing Travel reviews have a significant influence on travel decisions of Millennials.More than 50% of U.S. Millennial travellers post pictures, comments and/or updates on Facebook, Twitter or other social media networks hourly or daily while on vacation.Free Wi-Fi throughout city centres and tourist corridors will be key to enhancing visitor experience while leveraging potential of social media as a marketing channel. SERIOUSLY SOCIAL 14 WYSE Travel Confederation Millennial Traveller Report 15?2015 Resonance Report: Portrait of the U.S. Millennial Traveller.BleisureMixing business with pleasure94% of younger travellers are ‘more than’ or ‘equally’ likely to take a bleisure trip in the next five years – significantly higher than the worldwide average Bridgestreet Global Hospitality Bleisure Report 2014; 2015 Resonance Report: Portrait of the U.S. Millennial Traveller.Older travellers In the U.S., 66% of Senior travellers define retirement as a “time to travel and explore new places.”Retirees are an attractive market in non-peak seasons – most likely to take longer vacations. Accessibility is key as a third of the market has some form of physical disability. United Nations, Department of Economic and Social Affairs, World Population Prospects: 2012 Revision, June 2013; 2015 Resonance Report: Portrait of the U.S. Senior Traveller; World Health Organization.Accessible adventure The Adventure Travel Trade Association (ATTA) defines adventure tourism as a trip that includes at least two of the following three elements: physical activity, natural environment, and cultural immersion. 71% of U.S. Millennials want “to participate in adventure activities that take me out of my comfort zone when on vacation.25% of U.S. international travellers are ‘Active Adventurers’.Engaging with nature is one of the most popular vacation activities for U.S. Seniors (73%). Chinese and South Asian travellers are more likely to ‘sit back and enjoy’ rather than immerse themselves in outdoor activities. Adventure Travel Trade Association; 2015 Resonance Report: Portrait of the U.S. Millennial Traveller; 2015 Resonance Report: Portrait of the U.S. International Leisure Traveller.Foreign demand in lifestyle citiesShift in vacation home ownership from sun/resort destinations to top global cities.Lesbian, gay, bisexual, and transgender (LGTB) spending.Global LGBT spending on travel estimated to be more than USD $200 billion per year.17 countries have legalized same-sex marriage and two, Mexico and the U.S., allow it in some jurisdictions.Russia anti-gay law passed in advance of Sochi Olympics spawned global protests, negative publicity and state department travel warnings.Intangible culture Traditional cultural tourism involves built heritage (architecture, monuments, etc.), but there is growing interest in ‘intangible heritage’ – popular culture, traditions and storytelling.Higher levels of interest in active/creative cultural participation rather than passive observation. Cities with a ‘creative class’ population and culture attract travellers from developed markets while built heritage continues to resonate with emerging markets.Greg Richards, 2014 43, 44 ? 2015 Resonance Report: Portrait of the U.S. International Leisure Traveller.Other trends within the industry Travellers prefer to visit less crowded destinations and seek special-interest activities.Niche markets, such as ecotourism, are developing and there is a trend to move away from mass tourism.More and more travellers tend to make their own travel arrangements online before arriving at a destination, thus bypassing the tour operator. Factors influencing growth South Africa is a tourist paradise and is often referred to as “a world in one country”. This is due to its amazing diversity of wildlife, scenic beauty, cultures and endless opportunities to explore the outdoors through sport and adventure activities. Furthermore, we have friendly people and a pleasant climate. Other reasons include affordability, world-class facilities and great weather! (adapted from viewed on 23 October 2010).Additional positive factors Exchange rate - the weak rand makes it cheaper for tourists from other countries. Gay-marriages legalisation – promotes LGBT tourism. The main negative factorsAlthough South Africa has a lot to offer the tourist, the following are some of the factors that could have a negative effect on the industry:Poor serviceInsufficiently trained and incompetent tourist guides.Low standard of service delivery at hotels, restaurants, sites and attractions.Tour operators (“fly by night”) who are only interested in money. CrimeNegative reporting in the media will influence decisions.LegislationThe legislation pertaining to travellers with children had a negative impact and was adjusted to accommodate.LEARNING UNIT 3: ROLE-PLAYERS AND ORGANISATIONSSectors involved in services deliveryThe major sectors involved in the supply of services with the support of other industries (supply of customized hotel or resort towels, catering for in-flight meals, entertainment on board, etc.Except for international airfare, most segments of the tourism value change comprised of a variety of operational businesses and structures including large corporations, medium, small and microbusiness.Requires coordination and marketing to reach tourists based in various regions of the world.Represented by the government sector, Department of Tourism, regional, provincial or local government tourism offices. Formulates tourism policies, sets the standards, regulates the industry, provides guidelines, etc.Coordination of services.These are Companies that contract and purchase separate travel components and assembles them into one package.Meaning these companies are the ones who put together all the components of a tour package – they contract the accommodation, transportation and site operators.?It appeared so, but it is the tour operator that is actually “on the floor”, she has the bunch of tour guides, the transportation contacts, the ones that were actually on the road and knows how to get around.Plays the most important role and includes air, water or land transportationAll entities that provide accommodation and lodging, from the most sophisticated five-star hotels to the simplest bed and breakfasts or even panies which serve the “attraction and activities” sector are of course part of the chain. Examples – theme parks, shopping malls, night clubs, restaurants, museums, cultural villages, fast food centres, bars, experiences, events, activity shops and clubs, craft stores, practically anything that offers attractions and provide entertainment to the travellers.The tourism industry consists of the following sectors Travel Organisers Sector 2012957556500Tour operators inbound and outboundIncentive travel organisersRetail Travel AgentsConference organisersTour wholesalers and tour brokersCommercial Sector 774707429500Informal business servicesCurios and souvenir shopsRestaurants and shopping mallsArts and craft manufacturersEntertainment centresAttractions Sector 2012955524500Theme parksMuseums National parksWildlife parksNature parksHistoric and heritage sitesCultural destinationsSport events national or internationalAccommodation Sector 7747010668000HotelsBed & BreakfastGuesthousesApartments/villasTime-shareExhibitions and conference centres Outdoors like camping and sleeping in a caravanTransport Sector 1079511303000AirlinesRailwaysShipping/cruisesBus/Coach operatorsCar Rental operatorsStatuary and industry organisationsThere are several different statutory and industry organizations that exist in the tourism industry and you need to have a grasp on who they are and their roles and functions within the industry. These organizations can provide you with valuable information and they regulate the industry. This refers to various organizations including the government, education and industry associations.Role of the governmentIn most countries, the national government plays a particularly prominent role in policy, regulation and promotion of tourism. The typical role of socialist governments (Communist countries) Everyone in the tourism industry is a government employee. The government controls all aspects of inbound tourism - research, marketing, and operations. Tourist guides are prescribed and restricted in their commentary and interpretation. No competition. In South Africa, there are numerous National acts and regulations that impact on the tourism industry and guiding. It covers aspects such asThe provision of transport, accommodation and services Health and safety Labour / employment issues Conservation and protection of heritageRights of the tourist /guideTourism legislation and regulation also exist on provincial level, regulating tourism in each province. The above and more regulations will be discussed in Module LEG-110 Tourism and guiding legislation.Tourism Act of 2014To provide for the development and promotion of sustainable tourism for the benefit of the Republic, its residents and its visitors; to provide for the continued existence of the South African Tourism board; to provide for the establishment of the Tourism Grading Council; to regulate the tourist guide profession; to repeal certain laws; and to provide for matters connected therewith (Government Gazette, 7 April 2014).In layman’s terms, it means that it makes provision for the promotion of tourism to and in the Republic. It provides regulations for the enhancement and maintenance of the standards of facilities and services utilised by tourists; and co-ordinates the activities of those who are active in the tourism sector.Direct providerThere are many government-owned attractions, accommodations, publications, and services, such as visitor information services and national park facilities.Support servicesCreating tourism jobs. Providing funding. Providing legislation that is conducive to the industry. Reviewing existing legislation.Tourism developmentIn most countries, the national government plays a particularly prominent role in policy, regulation and promotion of tourism. The National Department of Tourism (NDT) is mandated to create conditions for the sustainable growth and development of tourism in South Africa. Local economic development (LED) was introduced in South Africa after 1994 when the government realised that it was important to transfer economic functions to local municipalities.Other statuary organisations850904953000Department of Education (DoE)They ensure access to lifelong education and training opportunities in the tourism industry.Department of Labour (DoL)1422402540000Reduces unemployment, poverty and inequality in the tourism industry through policies and programmes.National Department of Transport (NDoT)1993905334000The objectives that they aim to achieve in providing a policy framework, regulation and implementation models are:Competitive transport costs;Safety and security improvements;Reduce infrastructure backlogs;Improve access; andReduce time in transit.South African Revenue Services (SARS)6731026098500Involved in the training and development of the travel, tourism and hospitality industries by providing learning material. Organizing courses and development of operations skills in the SMME sector.South African Qualifications Authority (SAQA) INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET INCLUDEPICTURE "" \* MERGEFORMATINET Ensure the quality of qualifications.Culture, Arts, Tourism, Hospitality + Sports Sector Education Training Authority (Cathsseta)-6413522161500A SETA’s main function is to contribute to the raising of skills – to bring skills to the employed, or those wanting to be employed, in their sector. Cathsseta ensures that people learn skills that are needed by employers and communities in the tourism industry, and that training is according to the agreed standards. South African Tourism147320-11684000Responsible for marketing South Africa, provides information, and conducts research.Provincial Tourism Authority 1485626833200Responsible for the development and marketing of the industry on a provincial level and oversee the registration of tourist guides. There are one for each province. 19050000The Tourism Business Council of South Africa (TBCSA)This is a non-profit, member driven organisation serving the needs of its members and focusing on the growth and the sustainability of the travel and tourism sector in South Africa.?The TBCSA was established in February 1996. It brings industry stakeholders together to face and manage issues affecting the industry. The TBCSA does not replace the trade associations. Trade associations, representing their members’ interests are members of the TBCSA.67945000Tourism Grading Council of South Africa (TGCSA)Established in the year 2000. Operates as a business unit of South African Tourism, and is the only recognised and globally credible quality assurance body for tourism products in South Africa. Hotels, B&B’s, guest houses, exhibitions and meeting venues are graded annually according to a ‘star’ system. 61595-23050500 Regional Tourism Organisation of Southern Africa (RETOSA)It is a Southern African Development Community (SADC) institution responsible for tourism growth and development. In part, the aims of RETOSA are to increase tourist arrivals to the region through sustainable development initiatives, improved regional competitiveness, and effective?destination marketing.RETOSA Member States are Angola, Botswana, D R Congo, Lesotho, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Seychelles, South Africa, Swaziland, Tanzania, Zambia and?Zimbabwe. The organisation works together with Member States’ Tourism Ministries, Tourism Boards and private sector partners.136525000Airports Company South AfricaAll South Arica’s airports used to be owned and operated by the state until 1993 when nine airports were reassigned to ACSA. The state was initially the only shareholder, but the first shares were transferred in 1998 when 20% of the shares were bought by Aeroporti di Roma which was sold again in 2005 at double the original amount paid.The following international airports are operated by ACSA:OR Tambo International AirportLanseria International AirportCape Town International Airport Durban International Airport Pilanesberg International Airport The following local airports are operated by ACSA:Bloemfontein Airport East London Airport George Airport Kimberley AirportPort Elizabeth AirportUpington Airport Associations / organisations that impact on the tourism IndustryThe wholesale industryIt is advisable for tour operators to join a trade association. The benefits include marketing assistance, access to information on new trends in the market and liaison with authorities. Trade associations have set codes of conduct that govern the relationship between their members and the consumers. An application and annual membership fee is usually payable.444563500Association of South African Travel AgentsASATA was formed in 1956 to promote professional service with security for members and clients. ASATA’s emphasis is on free trade without violating rules and regulations according to the constitution and code of conduct. ASATA has a membership of about 750 with the majority being retail travel agents, wholesale tour operators, inbound tour operators and tourism associations. ASATA is the only national affiliate member of the universal federation of travel agent’s associations (UFTAA) seated in Geneva. While membership is open to all those organizations whose business includes the provision of travel and tourism services, there are basically four categories of membership, these include:Retail travel agentsTour operators, involving two groups:wholesale tour operatorsgeneral sales agentsIncoming tour operator membersAssociate members Southern Africa Tourism Services AssociationSATSA is the leading body representing the private sector of the tourism industry. SATSA represents almost all the major players and principals, including airlines, coach operators, accommodation establishments, vehicle hire companies, tourism attractions, conference organizers and related marketing organizations. The appearance of the SATSA logo is a sign of commitment to service excellence for the tourist. During the past 31 years, SATSA has established a reputation for integrity and professionalism with continued support from the growing membership base, these standards are assured for years to come.There are four different levels of membership:National membership is for people who have more than three years’ experience in the tourism industry and/or who participate in international marketingChapter membership is for people with less than three years’ experience in the industry and no need to participate at international workshops or exhibitionsInternational/associate membership is aimed at people wishing to keep a close link with the current tourism trends in South Africa and SATSA members.Friends of SATSA is a category which was formed in 1966 and is aimed at people who have a direct or indirect link to tourism. 10795-571500International Air Transport AssociationThe international air transport association is the world body responsible for co-ordinating all matters related to air travel for scheduled airlines. Its members carry the bulk of the world’s international and domestic air traffic under the flags of more than 80 nations.Travel agencies and tour operators wishing to sell air tickets of airlines that are members of IATA and to earn commission for such sales are obliged to become members of IATA. For an agent to be considered for inclusion as an IATA approved passenger sales agent, certain requirements have to be met. These relate to:Minimum staff requirementsFinancial requirements and guarantees as determined by IATAMinimum security standards pertaining to the premises and access and exit doors as well as specific safety requirements for the safekeeping of standard traffic documents and carrier identification plates.Suitable premisesRequirements relating to the selection of the name of the travel agencyAdherence to ethical business practices. 10795-635000 South African Vehicle Renting And Leasing AssociationSAVRALA is the industry body representing the car rental, leasing and fleet management industries in southern Africa. The car rental section comprises of 20 members who represent the country’s largest international and local car rental companies. SAVRALA aims to ensure that its members maintain the highest standards of service, professionalism and ethical trading practices at all times, and has a strict code of conduct and standards which members are expected to adhere to. SAVRALA is an industry body that invests significantly in the development of training programs for staff and independent students who seek career opportunities in the car rental and tourism industry. SAVRALA believes that this investment will reap long-term benefits for the tourism industry. Federated Hospitality Association Of South AfricaPromote and enhance the development of an open, equitable, stable and sustainable South African hospitality industry. They protect the interests of all stakeholders in the industry and serve as a watchdog of legislation. African Bus Operators AssociationSABOA has become known and respected as the voice of the bus industry and represents its members at national and provincial level with government, fulfils a watchdog function regarding policy and legislation, facilitates training for its SMME members and negotiates benefits for its members. SABOA was formed in 1980 by the five leading bus companies operating at the time. Since then, SABOA has gone through a three-phase transformation that has resulted in its representation today of about 76 per cent of the public transport bus fleet. Greening Forum The aim of the event greening forum (EFG) is to promote and embrace sustainable and ethical business practices within the events industry in South Africa, with an initial focus on meetings, incentives, conferences, exhibitions and events (hereafter called events industry). The EFG was established through the dedication and support of the industry associations who are recognised as founding members. Fair Trade TourismFair trade tourism (FTT) is a non-profit organisation that promotes responsible tourism in southern Africa and beyond.The aim of FTT is to make tourism more sustainable by ensuring that the people who contribute their land, resources, labour and knowledge to tourism are the ones who reap the benefits.?This is done by growing awareness about responsible tourism to travellers; assisting tourism businesses to operate more sustainably; and by facilitating a fair-trade tourism certification programme across southern Africa.Tourism businesses that adhere to the FTT standard use the FTT label as a way of signifying their commitment to fair and responsible tourism. This includes fair wages and working conditions, fair purchasing and operations, equitable distribution of benefits and respect for human rights, culture and the environment.By selecting an FTT-certified business, travellers are not only assured that their holiday benefits local communities and economies, and that the business is operated ethically and in a socially and environmentally responsible manner, but they will also have a more fulfilling holiday experience. National Accommodation Association of South AfricaIs a network of mainly smaller accommodation providers around South Africa – from B&B’s in country towns offering comfortable personal service to luxurious boutique city lodges with those extra special touches – you're sure to find a suitable place, and at the same time feel confident that your stay at a NAA-SA member's establishment will meet your requirements? Guest House Accommodation Of South Africa (GHASA)GHASA was established in 1992 when a group of establishment owners got together to promote the guest house industry. In 2000, GHASA became a private company, known as guest house association of SA (Pty) limited, also incorporating the self-catering registry of SA which has its own website ().Over the past 19 years, GHASA has become well known as experts in quality guest house accommodation, offering many benefits, assistance and valued advice to members, as well as booking opportunities for travellers.More recently, in order to improve bookings for members, the name was changed to Guest house accommodation of South Africa (acronym still GHASA).To that end the website was geared for "real time online availability", making the process of booking at a participating guest house so much easier for the traveller or agent. Look out for the online availability button. Proudly South AfricanProudly South African is an exciting campaign to promote South African companies, products and services which are helping to create jobs and economic growth in our country. Companies that meet the standards set by proudly South African can use the logo to identify themselves, their products and services. Southern African Association for the Conference Industry (SAACI)SAACI is dedicated to maintaining and improving the standards of efficiency and professionalism for the conference and events industry in southern Africa. role players are directly involved with tourism, such as the tour operator, tourist guide, airlines, accommodation providers etc.Other role players are indirectly involved with tourism, such as banks, retail shops, petrol stations etc.Whether they are directly or indirectly involved, each of the role players plays an important part in tourism.The tour operatorTypically combines tour and travel components to create a package holiday.Designs and costs itineraries to suit the needs of people, bringing together a range of related tourism services.Contracts with hotels, restaurants, attractions, airlines, coach operators and other transportation companies to deliver services, and tour packages. They advertise and produce brochures to promote their products, holidays and itineraries.Quotes for the work – either direct to an overseas agent or direct to the potential tourist.Agrees the cost of services with the client as well as details and terms of payment. (It is unacceptable to under quote and then later attempt to increase the agreed price.)Makes all the necessary bookings and reservations (hotels, transport, sightseeing etc.).Operates the tour, i.e. provide the necessary accommodation, transport, tourist guide(s) etc.Some tour operators perform only a selection of the above services, e.g. provide the transport and guide. This is often the case with local operators who do regular day tours of tourist areas. Such operators obtain many of their clients from other operators, tour brokers, hotels etc.Inbound tour operatorCaters for the needs of the foreign visitor to South Africa.They market their packages directly or use overseas travel agents.They employ a tour leader/manager or tourist guide to oversee the smooth running of the tour.They often send a tour leader/manager/conductor/escort along.Outbound tour operatorTakes groups of people from South Africa to other countries.Local tour operatorThe local tour operator provides services to domestic clients for tours within his homeland, city or area. This person takes South Africans (or independent foreign travellers) to tour through or experience the country or city.Other functions of tour operators A “wheels” operatorArranging tour itineraries, game safaris and accommodation. They own their vehicles and carry the necessary road carrier permits, cross border permits, national parks, passenger and public liability cover. One can be a Tour operator without wheels – meaning you would still package tours for tourists but would sub-contract the wheels. In this instance, it is your responsibility to check whether the service provider is legally compliant – e.g. correct permits and insurance.Tour brokerDoes not operate own vehicles but sub-contracts services.A Tour Broker acts as a co-ordinator between the client and the service provider/tour operator by arranging tour itineraries, game safaris and accommodation. These operators do not own their own vehicles but hire them instead from vehicle and bus hire companies. Part of the tailor-made tours may be a scheduled tour of another Tour operator, or it can be a combination of the client’s ideas and other exiting programmes.Tour wholesaler The term tour operator and tour wholesaler are often used interchangeably to designate agencies that design and pull together all aspects of a tour, including transportation, accommodation, meals and activities. In truth, they have an important distinction. The tour wholesaler sells tours exclusively to retailers (mainly travel agents), and delegates most of its operations to a network of suppliers. Often the corporate names of tour wholesalers are unknown to consumers. Tour operators, on the other hand, sell tours to travel agents and directly to the public. Some tour operators are also called ground operators/ground handlers or receptive operators and are more involved in the daily operations of a tour. Tour operators may also create custom tours, whereby affinity groups such as clubs, schools and associations have tours designed specifically for them. Tour operators increasingly by-pass travel agents and sell tours directly to individuals and affinity groups.Travel agent This is a walk-in business where individuals, groups or companies can find out about destinations and make travel arrangements.They reserve seats on tours that are organized by tour operators.They can also assist in obtaining visas and issue travel insurance.They often act as a liaison between the traveller and a tour.The travel agent is the person who does the activities mentioned above.Destination managementAn incentive organiser or a destination management company (DMC) is a local service organisation that provides consulting services, creates events and exemplary management of logistics based on an in-depth knowledge of the destination and the needs of the incentive and motivation market. These are companies who give their employees an incentive to achieve certain goals within the company and if those are achieved they will be treated to a local; or overseas vacation. These groups are usually very big, from 50 –450 plus.Conference organisersThey will organise an entire conference for a client, the venue, the equipment, the sponsors, the accommodation, transport to and from the conference venue, airport transfers, day tours for delegates and their wives /husbands, pre-and post conference tours and gala dinners. Conference organizers can be divided into different sectors. Some organizers will not be involved with the tourism aspect but only with the conference. It is at this point where the Tour operators can be of value. Do not get involved in the actual arrangements of the conference if you don’t have the knowledge, it will cost you money and be an embarrassment.The tourist guide and tour leader Tour leader / tour manager / tour escort/tour directorManages a group over a multi-day tour and looks after every need of the tourist.They act as liaisons and sometimes serve as translators.They may not conduct tours.Role of the tourist guideThey play a key role in the experience of the tourist.Their main function is to interpret information, sites or attractions.They also need to perform a variety of other tasks that can include leading, managing the group, communicating, setting a good example, boosting the morale of the group and entertaining the visitors.They need to ensure the safety and security of the group at all times.They often need to fulfil administrative and business skills.The role of the Tourist guide will vary depending on various factors for example, the expectations of the employer, the purpose and setting for the tour.Guides can be employed in the following capacity 1079507620000Tourist guide Delivers information in an accurate and engaging fashion, as well as managing a group’s movement.Site guideConducts tours of one or several hours at a specific attraction.Step-on guideTour groups coming from other provinces can hire them as freelance specialists who come aboard coaches to conduct the tour in a city, region or site.Hop-on guideAccompany self-drive tourists in a reserve or heritage site, in a city or region.Meet-and-greet guideMeets individuals or groups arriving at the airport. Help visitors get their luggage and may even accompany or drive them to their hotel.Driver guidePersonal or private guide acting as the driver as well.Specialised guideSomeone whose expertise or skills are highly unique.Educational guideActing for educational tours.Suppliers Suppliers are companies that provide services to tour operators. Good relationships with the suppliers will enable the tour operator to provide better products as well as reasonably priced packages. The most common suppliers include hotels, airlines, cruise lines, bus companies, restaurants and attractions. For each tour, one should have a list of all suppliers that will service the particular trip, with addresses, phone numbers and the names of contact persons.As a tour operator, you will have to collect as much information as possible on different suppliers. You can develop a supplier filing system on the computer or a hard copy filing system. LEARNING UNIT 4: THE TOURISM PRODUCT AND TOURISM VALUE CHAINIt is important to understand the tourism product. This will assist develop better packages for the tourists. Main components of the tourism product TransportationAccommodationRestaurants and food outletsAttractions Entertainment Shopping255397127641550039370190400 The three elements of a tourism product Physical or tangibleThis part of the tourism product can be seen and touched. The physical part of the product can be used in photos and people can evaluate the quality of the product when they see it. The product owners need to look after the physical component and maintain high quality.Includes vehicles, buildings, and food.ServiceThe service is part of the product that is delivered. It is intangible - cannot be kept for later use, touched or seenThe employees are involved in the delivering of service. They need to be trained and able to work with people to ensure a good service. The experienceThis aspect cannot function without the other two, but it is most probably the most important of all. We can also refer to it as the emotion that the tourist experienced (joy, disappointment, satisfaction and so on) when they used the product.The physical, service and experience components will determine whether the tourist enjoyed his/her holiday.The tourism products will be discussed in detail in the following modulesTIN-111 Product knowledge: TransportTIN-112 Product knowledge: Accommodation and restaurantsThe whole “value-added-chain” including airlines, hotels, tour operators, travel and incoming agencies.Tourism product and interdependence of role-playersTourists purchase travel services from a retail travel agent or directly from the suppliers of travel services. The tour wholesaler’s role is that of consolidating the services of airlines and other transport with the ground services needed in one package which can be sold through the travel agents to consumers. The wholesale travel sector consists of intermediaries (middlemen) that put together the various services of tourism suppliers into packages. These are then sold to the public through a sales channel, such as a travel agent.Adapted from accessed on 10 July 2016.Distribution in the travel industryDistribution enables products and services to be transferred to the potential tourists. Through distribution the tourists can become aware of the tourism products, packages, tour operators, travel agents and many more.The diagram below shows the general distribution chain on a normal consumable product – for example food items such as bread, cool-drink, crisps etc.51435127000 The distribution of the tourism product is difficult because the product consists of the physical product, service and experience. You cannot give the tourist a sample of your tour, after which he/she can decide whether they want to buy the product or not. They first buy the product and then use the product. Since we cannot give a sample of the product to the tourist we must make use of other means to make the tourist aware of the existence of the product. A distribution system currently exists in the group travel industry but a tour operator can develop his/her own distribution strategy as well. You need to ensure that the distribution process is successful.Advantages of effective distribution to the tourist / traveller If the distribution was successful the product/service is easily available for the tourist/traveller;An effective distribution system provides better personal service;The tourist/traveller has a greater choice when faced with a large variety or products or services.Advantages of effective distribution to the supplier or producer The product/service of the supplier is widely available through the distribution channel – increases the market;Since the product/service is distributed through various channels there is not such a huge financial risk for the supplier.The advantages of effective distribution to the retailer/wholesaler The retailer and wholesaler have various options available for the tourist/traveller. There are various kinds of packages to offer to the tourists;Can be seen as a one-stop-shop. The tourist knows that he/she can get all the information needed at the wholesaler.DistributionThis is the first segment.Tourist decide where and how they will purchace the components of their trip.Involves the tour operators / wholesalers selling it via travel agents.Transport International and regional.LodgingWide variety in luxury and scale.Excursions Local activities and natural assests of the destination.Beach tourism include sailing, surfing, snorkelingCultural tourism – guided tour around a city, cultural village or a wine tour. Retail like visiting a aritisan centre e.g. pottery or local market (bazaar)Excursions are sold by the tour operator and excencuted by guides taking the role of are experts or activity gurus. Entering into the value chain Occurs when developing countries become a destination for international tourists (for example South Africa).Entry enables firms or individuals that were not previously part of the industry to join in. E.g. a township restaurant who catered for locals now cater for international tourists.Upgrading through the tour operator segmentLocal guides are at the lowest stage of tour operators.They work as independent contractors (free lance).Excursion operators include a local guide, but the latter also have the capability to open a business for a particular tourist activity e.g. bike rental, safari excursions.Excursion operators ugrade to become local arrangers when they start selling tours of other excursion operators and arrange regional travel for the clients. E.g. Gauteng operator selling a package for Cape Town. Resources Baxter, P. (2011). Articles from History and Heritage Travel in Africa. Mzilikazi. Accessed from on 29 May 2016. Bayat, M.S & Ismail, R. (2008). Tourism dictionary. 1st edition. WR Shopping Tours & Excursions cc. Cook, RA et al. (2002). Tourism – The Business of Travel. 2nd Edition. Prentice Hall. Christian, M. et al. (November 2011). The Tourism Global Value Chain – Economic upgrading and workforce development. DUKE – Center on Globilization, Governance & Competitiveness. Pdf. Accessed on viewed on 10 July 2016. Ivanovic, M et al. (2009). Tourism development 1 – fresh perspective. Pearson Education South Africa (Pty) Ltd. Kruger, ML. (2007). Becoming a Tourist Guide of Excellence. .Kruger, ML. (2010). Basics of guiding. .Laimer, P. (2010). Tourism Statistics: Challenges and Good Practices Regional Workshop for the CIS countries. Basic concepts and definitions: Travel and Tourism (domestic and international). UNWTO/ UNSD WS Moldova, 29 June – 2 July 2010. PDF. Downloaded from , P. (2001). ‘The Potential of Eco-Tourism Development & its Partnership with Spatial Development Initiatives (SDI)’. South African Tourism address at the Regional Preparatory Meeting for the International Year of Ecotourism. Maputo, Mozambique, 5-6 March 2001.Nalam, C. (posted on 2 March 2013). Tourism Investment: Where to queue? TravelTradePhillipines. Accessed on viewed on 10 July 2016. Oxford English Dictionary (3rd ed.). Oxford University Press. September 2005Pastorelli, J. (2003). Enriching the Experience. Hospitality Press.Smith, Lin. (2015). Tour operator. SATSA.Van Dyk, P. (2009). Introduction to Tourist Guiding. 3rd edition. Pretoria: Izimpilo C & S Publishing Division. Reports International Recommendations for Tourism Statistics 2008. Series M No.83/Rev.1. As approved by the United Nations Statistical Commission at its 39th session (26-29 February 2008) and submitted to the United Nations editors. References to the SNA, Rev.1 and BPM6 are provisional. Madrid, New York, 2008. Accessed on 12 July 2016.Tourism Statistics Report 2008. Downloaded from .za accessed on 27 May 2010. Strategy to Professionalise Tourist Guiding & Legislative Review 2009. Accessed on on 27 May 2010. Acts Act No.3 of 2014: Tourism Act, 201. Government gazette Vol. 586, Cape Town, 7 April 2014, No.37538Websites The history of Tourism. Ethelkondo accessed on 10 July 2016..za accessed on 23 March 2010..za 23 March 2010. accessed on 23 March 2010.satour.co.za accessed on 23 March 2010.satsa.co.za- accessed on 14 April 2010. (SA tourism hits 9-million mark- 7 April 2008) accessed on 14 April 2010..za accessed on 14 April 2010..za accessed on 15 October 2014. accessed on 14 April 2010.Dictionaries ................
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