April 2015

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Question 1
State three reasons for the potential growth in national tourism in Thailand [3]
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Name three facilities that would be appropriate at a cultural visitor attraction in Thailand [3]
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Briefly explain two environmental issues that Thailand will face with the expansion of tourism [4]
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Identify three external pressures the tourism industry in Thailand have had to deal with and
briefly explain how they may have been dealt with [6]
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With reference to an example of your choice explain how interdependency has contributed to
the success of a destination in providing exceptional services to tourists [9]
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Question 2
According to fig. 2 state the percentage of customers think that iPads and iTabs [2]
a) Would have to be updated regularly ................................................................................
b) Are a marketing tool ................................................................................
According to fig. 2, 76.16% of guests have already used a kiosk for checking in. Briefly describe
two advantages of having kiosks in a hotel for the customers and two advantages for the
business [4]
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According to the survey, 54% of tourists say that they travel with their own devices and 45% say
that they have at least two devices with them when they travel. Justify three ways in which such
devices are used in a tourist buying cycle to enjoy the ideal holiday [6]
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Advances in technology for tourism influence a variety of tourists. With reference to any three
types of tourists assess the impact technology will have on them. [9]
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Question 3
Identify two places tourists might visit in the Al-Uqair site and state their purposes [2]
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Discuss whether a visit to a chosen visitor attraction can be described as non-standardised.
Explain with an example why a weekend break may be described as non-standardised [4]
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Discuss two types of accommodation services that are available for tourists in the Al- Uqair Main
Hotel District [4]
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Evaluate the impacts of the Al Uquair development project on the local community [6]
Positive impacts
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Negative Impacts
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With reference to a destination of your choice assess the contribution of such a tourism
development project [9]
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Question 4
With reference to fig 4 state how staff can deliver good customer service to the following:[5]
Business traveller
Group of friends
Family with two young children
Couple with specific needs
Foreign visitors with cultural and language needs
Briefly explain two moments of truth staff may face when serving customers [4]
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Companies invest excessively in training its staff in providing excellent customer service.
Suggest and explain two reasons [4]
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Product knowledge of staff working in travel and tourism enterprises contributes towards the
success of a business. State three ways how internal staff can be trained on product
knowledge.[3]
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With reference to a tourism or hospitality business discuss the ways staff come into direct and
indirect contact with customers. Identify the customer needs for each situation you have listed,
how these should be met and what skills are needed by different members of staff. [9]
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