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WORKBOOK MODULE 11:DESIGN AN ITINERARY

WORKBOOK : MODULE 11: PLAN AND DESIGN AN ITINERARY

All the activities in this module (except Activity 11.1.3 start time) pertain to ‘the Fantasia Meander Case study’. You should use the information / maps provided in Annexures 11.1-3 (p198-203) to answer the questions and complete the templates. Please note that this is an imaginary place and none of the information or places exists. Prices and cost are not necessary a reflection of real values and should not be used to base the costing of an itinerary for clients. The whole purpose of the study is to teach you the principles of the planning, design and costing of an itinerary.

CASE STUDY 11.1.1: Tourist Profile US 335794 SO1 AC3, EEK9; US 335802 SO2 AC1Instructions to the facilitator/assessor:

MGTMGT Study the following:- The Tourist Profile (Annexure 11.1 p198)- The information about the Local area in Annexure 11.2 p199)

MGTMGT Determine suitable sites, accommodation and restaurants for the clients according to the Tourist profile.

MGTMGT Complete the answers below.MGTMGT Please note that all the places and routes are fictitious in this Case

study.

1. Is his a One-way, Circle or Hub-and spoke Itinerary? Explain why you say so.

Circle. Tour starts and ends at Airport

Sites and attractions 2. Identify possible sites and activities that will satisfy group interest and

expectations (as indicated on the Tourist Profile). Blue Crane Bird Park = 450 of SA bird species

Elephant Elevations = African elephants, Ride an elephant (wildlife, adventure)

Fantasia Botanical Gardens – bird and animal spotting. Walking through garden (hiking). White river rafting (adventure).

Fantasia Lion and Rhino Nature Reserve – game viewing, touch a lion (adventure)

3. Identify sites / activities that will satisfy individual interest (as indicated on Tourist Profile).

Let’s eat and dance cultural experience

Accommodation4. What type of accommodation do the clients require according to the Tourist

Profile?

Budget

5. List accommodation facilities in the area that falls into the category that the clients require?

A2 – Bundu BungalowsA3 – Fantasia Inn

Meals

6. List the meals (breakfast/ lunch/dinner) that the clients would require on this two-day trip. It consists of meals that will be included as part of the tour package, as well as those for their own account – in other words, all meals). Whichever way, provision needs to be made for suitable restaurants / venues at these specific intervals. Tip: Check pick-up and drop-off times and remember that meals are also served on flights (e.g. breakfast and dinner).

DAY 1: Lunch and dinner

7. What specifications are there about meals (include special needs and requests).

Vegetarian Some would like to try traditional food

8. Which one of the listed restaurants in the area fits the requirements the best?

R2 – The Malay Kitchen

9. Does all of your selected accommodation include breakfast in the price?

No No, the Bundu Bungalows (A2) is self-catering.

ACTIVITY 11.1.2: Calculate Travel Time US 335794 SO1 AC4 EEK10; US 335802 SO2 AC2

Instructions to the facilitator/assessor:Determine the travel time between the different points on the Fantasia Meander map (Annexure 11.3). The map is not to scale and therefore distances are provided. Highlight the relevant section of the route on the Fantasia Meander map first before you do the calculations.NB!: Round calculations to two decimals.

Condition and speed of the road

Calculation Time = Distance / Average Speed

1. Airport to turn off to Fantasia Botanical Garden (S3)

The N1 is a highway and speed limit is 120km/h. However, the average speed is usually 110km/h. Distance: 75km

Time = 75km / 110 km/h= 0.68 hours 60 minutes = 1 hour minutes = 0.68 x 60 = approximately 40 min

2. Turn off from N1 to Fantasia Botanical Garden (S3)

This section is a gravel road and you cannot travel faster than 60km/h. Distance 7.5km

Time = 7.5km / 60 km/h= 0.125 hours 60 minutes = 1 hour minutes = 0.125 x 60= 7.5 = approximately 8 minutes

3. TOTAL TRAVEL TIME FROM AIRPORT TO FANTASIA BOTANICAL GARDEN

Add 1 + 2= 40_ min + 8_minApproximately 48 minutes travel time.

4. R61 off ramp (N1 west) north to A1

This section is a winding, scenic mountain route. Average speed 80km/h. Distance: 75km

Time = Time = 75km / 80 km/h= 0.94 hours 60 minutes = 1 hour minutes = 0.94 x 60 = approximately 56min minutes = 0.94 x 60

= approximately 56min

5. TOTAL TRAVEL TIME FROM S3 TO A1 8min + 56 min = 64 minutes

6. A1 to Pottery Centre (S9)

Average speed 110km/h. Distance: 135km

Time = 135km / 110 km/h1.23 hours 60 minutes = 1 hour minutes = 1.23 x 60 = 74 min

7. Pottery Centre (S9) to Bundu Bungalows (A2)

Speed limit 60km/h (Township). Distance: 51km


8. Bundu Bungalows (A2) to Malay Kitchen (R2)



DAY2

9. A2 to Blue Crane Bird Park (S1)



10. S1 to Fantasia Nature Reserve (S4)

Average speed 110km/h. Distance: 105km


11. S4 to Engen Garage

This section is a winding, scenic mountain route. Average speed 80km/h. Distance. Distance: 120km

Time = 120 km / 80 km/h1.5 hours 60 minutes = 1 hour minutes = 1.5 x 60 = 90 min

12. Engen Garage to Fantasia Spur (R4)

Average speed 110km/h. Distance: 82.5km

Time = 82.5 km / 110 km/h0.75 hours 60 minutes = 1 hour minutes = 0.75 x 60 = 45 min

13. R4 to Sasol Garage



14. Sasol Garage to Airport



ACTIVITY 11.1.3: Start time US 335794 SO1 AC4 EEK 10; US 335802 SO2 AC2

Instructions to the facilitator/assessor:Your tour starts at 13:00 and the duration is 300 minutes.

MGTMGT Calculate the start time of each of the activities.MGTMGT Check your calculations by using the end time to calculate the start time.

Tour template

Start Time

Duration Destination / Venue

Activity Calculations

1.13:00

60 Hotel Meet & greet

13:00

+ 60

13:60 = 14:00

2.14:00

45 En Route R62 Commentary

14:00

+ 45

14:45

3.

14:45

35Liberation square

Guided tour

14:45

+ 15

14:60 = 15:00

+ 20 (35min-15min)

15:20

4. 15:20 160 En route R23 Commentary 155/60 = 2.66 hours

= 2 hours

= .66X 60 = 40 min

15:20

+ 2 hours

17:20

+ 40

17:60 =18:00

5.18:00

Airport Drop-off

6. At what time does the tour ends?

18:00 or 6 p.m. or 6 O’clock in the evening.

7. Check your calculations by using the end time to calculate the start time.

Total time available for tour = 300 minutes 300 min / 60 min = 5 hours 18:00 - 5 hours 13:00

CASE STUDY 11.1.4: Day 1: Itinerary templateCASE STUDY 11.1.5: DAY 2: Itinerary templateUS 335794 SO1 AC4 EEK10, EEK11; US 335802 SO2 AC2Instructions to the facilitator/assessor:

MGTMGT Study Day 1’s template and use the information provided, as well as the following resources to complete the missing information (indicated as a number in brackets):

MGTMGT Use the ollowing information to complete the missing information:o The Tourist Profile Annexure 11.1 and the identified relevant products

for the clients (according to Case study 11.1.)o The information about the various venues Annexure 11.2o The calculated travel time as per Activity 11.1.2 o The Fantasia Meander map with your plotted route (Annexure 3).o Use the information provided in Day 1’s template as clues

MGTMGT Repeat the exercise for Day 2.MGTMGT Let the facilitator know if you experience any difficulties.

The destination of the touristsb) The flight numberc) The departure timed) The arrival timee) Domestic or International Flight?

CASE STUDY 11.1.4 Day 1 : 22 February (ITINERARY TEMPLATE)Time Start

Duration(min)

Destination / Venue Route / Address Contact person & details

Activity / Topics Info to cover

06:30 (1) 60 Airport N1, Fantasia East(Suburb)

(2) Flight info 086 673 4000

Meet & Greet, Toilet, Money exchange. Flight LHA 321.

07:30 50 On route (N1 TO S3) N1 west bound to Bird Road

Welcome, Introduce driver/yourself, Overview of trip, Essentials about South Africa, Intro to Fantasia District, Pre-arrival briefing to F.Bot.Gard.

08:20 (3) 35 Fantasia Botanical Gardens

(4) 5 Bird Road (5) Info 077-321 8000

Guided hike -Best of SA indigenous trees and plants trail. Bird spotting.

08:55 90 Fantasia Botanical Gardens

James 077-321 7967 (6) River rafting.

(7) 10:35

35 (8) Fantasia Botanical Gardens – barbeque area

Hearty brunch (Barbeque) and toilet opportunities.

(9) 11:00

70 On route (S3_A1) Bird Road, R61 Commentary: Rocky Mountains (formation). Other natural features of the area. Agricultural activities in the region. Mining in South Africa (pass Gold mine). Photo stop at view point.

12:10 75 On route (A1 to Pottery Centre – S9)

(10) Route 61 Commentary: Anastasia World Heritage Site (rock art). SA cultural & natural heritage. Aloe factory – medicinal plants. Traditional healers. Scenic route. Pre-arrival briefing: Pottery centre.

13:25 (12) 15 (11) Craft shops R58 (13) Shopping, toilet.

13:40 50 On route (Pottery Centre to A2)

(14) Route 61 Pre-arrival briefing: Check-in procedures and arrangements for dinner.

14:30 (18) 180 (15) Bundu Bungalows 1 Sundown Road (16) Reservations 077 555 6100

(17) Check in, at leisure (relaxation, free time)

17:30 30 On route (R2 to A2) Sundown Road Commentary: SA traditional food - (19) 18:00

90 Malay Kitchen (20) 65 Sundown Road

(21) Zubeida 077 234 5671

(22) Lunch, Malay Traditional food

19:30 (23) 30 On route (R2 to A2 ) Sundown Road Relaxing music. Pre-arrival briefing: Logistics for next day.

20:30 (24) Bundu Bungalows (25) Retire, sleep

CASE STUDY 11.1.5 Day 2 : 23 February (ITINERARY TEMPLATE)Time Start

Duration(min)



06:30 45 Bundu Bungalows (A2) 1 Sundown Road Reserv. 077 555 6100

(1) The Guests receives a wakeup call?(2) The Guide needs to collect the breakfast basket ......?

07:15 15 (3) Bundu Bungalows Check-out, hand in keys, luggage loaded

07:30 (4) 30 On route (A2-S1) (5) Route 61 Provide overview of day’s programme; Commentary: Intro to SA’s indigenous birds. Pre-arrival briefing.

08:00 60 (6) Blue Crane Bird Park Intersection R61 and Blueberry Road

Reservations 077 326 1529

Guided tour (Site Guide) – common, unusual and interesting SA birds

09:00 30 (7) Blue Crane Bird Park – picnic area

Breakfast picnic (breakfast boxes), Toilet opportunity.

(8) 9:30

60 On route (S1-S4) (9) Route 61 Commentary: Game farming, hunting in SA, Conservation. Controversial issues. Possible game spotting. Intro to SA predators. Pre-arrival briefing.

10:30 (10) 90 (11) Fantasia Nature Reserve Intersection Route 59, 61 & 62

(12) Bookings 077 – 765 8310

Guided Game drive in a game vehicle.

12:00 40 Fantasia Nature Reserve Cuddle lion cub. Toilets & refreshments.

12:40 95 On route (S4-Engen Garage)

(13) Route 62 Commentary: Tau River Gorge geological formation. Scenic route. Photo stop. Toilet stop at Engen (if required).

(14)14:15

45 On route (Engen Garage – Spur R4)

(15) Route 62Pre-arrival briefing.

15:00 (16) 55 (17) Fantasia Spur R62 Reservations 077 234 5671

Lunch. Shopping opportunities, Toilets.

15:55 60 On route R4 to Sasol Garage

R62 Relax with music after lunch. Commentary: Fantasia Wonder Caves – origins of humans, ‘Let’s eat and dance cultural experience’ – the diversity in cultures

(18)16:55

65 Sasol Garage-Airport (19) N1 highway Commentary: Elephant elevations – interesting facts about the African elephants. Play “Baby elephant walk”. Question opportunity. Pre-arrival briefing.

(20)18:00

(21) Airport N1, Fantasia East Flight info 086 673 4000

(22) Drop-off. Flight SAA 542

CASE STUDY 11.1.6: Costing US 335794 SO1 AC4 EEK11Instructions to the facilitator/assessor:Draw up a costing sheet for the tour in Activity 11.1.4 &11.1.5 (Day 1 & 2). Use the information in Annexure 11.1.1 & 11.1.2. Calculate the fuel cost (Use the information from Activity 11.1.2 where you

determined the total distance travelled. Include all entrance and activity fees, accommodation, meals, guide fees etc. Add 20% for profit. Let the facilitator know if you experience any problems.

Calculate the fuel cost (Use the information from Activity 11.1.2)1. Total kilometres to travel

on day 1411 km

2. Total kilometres to travel on day 2

559.5 km

3. Total kilometres to travel on day 1 & 2

970.50 km

4. How many litres of diesel do you require for the trip? (round of to two decimals)

Fuel consumption of the Caravelle is 9 km /liter according to the provided information.

970.50 km/9 km/ litres = 107.83 litres will be utilized / consumed

5. Calculate the cost of the diesel for the trip

Diesel R9.87 per litre (Reef price, August 2010).107.83x 9.87 = R1064.32

Thrifty Car rental R850 per day.Rate in rand Day

s Show Calculations Total in rand

Transport 6. Caravelle

rental850.00 2 850x 2 1700.00

Diesel cost See above 1064.32Services 7. Guide fee 950.00 2 950 x 2 1900.00

Rate in rand Pax Show Calculations Total in randEntrance fees 8. Fantasia

Botanical Garden

75.00 6 75 x 6 450.00

9. Blue Crane Bird Park

45.00 6 45 x 6 270.00

10. Fantasia Nature Reserve

195.00 6 195 x 6 1170.00

Additional Activities11. River Rafting 200.00 6 200 X 6 1200.00

12. Game drive 6 Included in entrance fee

0.00

13. Cub world 6 Included in entrance fee

0.00

Accommodation 14. Bundu

Bungalows

300.00 4 300 x 5 Per room. Include

guide.

1500.00

Meals 15. Barbeque (Braai Pack)

55.00 7 55.00 x 7 Include guide

385.00

16. Malay Kitchen 150.00 6 150.00 x 6Guides free

900.00

17. Picnic 35.00 7 35.00 245.00

breakfast (Breakfast box)18. Fantasia Spur

19. Total 10784.32

20. 20% Mark up 10784.32 X 20 ÷ 100 2156.86

21. Total cost of tour 10784.32 + 2156.86 12941.18

22. Cost per person 12941.18 ÷ 6 2156.86

23. Cost per person / day 2156.86 ÷ 2 1078.43

*All s includes VAT – no need to add 14%

24. Was provision made for the driver (e.g. accommodation, meals, remuneration)?Not necessary – Guide act as driver guide for this small group.

25. Does the route included any toll roads or make use of porters?No toll roads used. No porters used – group is on a budget – carry their own luggage.

Can you think of any other cost that should have been included?Evaluate the validity of each learner’s statement.

CASE STUDY 11.1.7: ADJUSTMENTS TO THE TOUR (1)US 335795 SO1 AC3; US 335794 SO3 AC2-3 / CCFO Identify

Instructions to the facilitator/assessor:FANTASIA MEANDER

MGTMGT Read the two scenarios below which relates to CASE STUDY 11.1.4 Day 1 : 22 February (ITINERARY TEMPLATE) .

MGTMGT Evaluate the impact on the planned itinerary and what you could do in this instance.

MGTMGT Let the facilitator know should you experience any problems.

Scenario 1: The flight is delayed and you leave the airport 30 minutes later than anticipated. This means that you only arrive at the Fantasia Botanical gardens at 08:50. How could you adjust the program because you are running behind schedule?Let the first activity of the day commence a bit laterOmit the guided hike.

Inform the guests upon arrival that you are running half an hour late on the tour programme.Brunch would now only be at around 11 a.m. Arrival at hotel will also a bit later (less leisure time).Inform James (river rafting) that programme is running behind schedule.

Scenario 2: The guests take a long time to clear customs and one of them needs to report a missing suitcase. You leave the airport running 90 minutes behind schedule. How could you adjust the programme?Continue with all the activities and arrive at the hotel later (this will mean that they

won’t have much leisure time prior to leaving for the Malay restaurant – but choice is

theirs)

Skip the river rafting (90 minutes) if clients feel they are tired and would rather arrive at the hotel early as per schedule). Options need to be discussed with clients and Tour Operator before any changes can be made.

CASE STUDY 11.1.8: ADJUSTMENTS TO THE TOUR (2)US 335795 SO1 AC3; US 335794 SO3 AC1-3 / CCFO Identify

Instructions to the learner: FANTASIA MEANDER

MGTMGT Read the scenario below which relates to CASE STUDY 11.1.4 Day 1: 22 February (ITINERARY TEMPLATE) .1. Try and come up with ideas on your own for alternative actions and activities

by studying the information about attractions in the local area (Annexure 11.2) and the Fantasia Meander Map (Annexure 11.3). Also take into consideration what the financial implications of the alternative arrangements would be (if any).

2. When you have looked at different options, complete the calculations and then TEMPLATE 11.1.8: Day 1: 22 February (the highlighted section is the suggestion for the adjustments to the itinerary that can be made for the scenario below).

3. Let the facilitator know should you experience any problems.

Please remember that you always need to report delays and other events (such as bad weather, cancellations, strikes, etc.) to the Tour operator or Travel agent as soon as it occurs. You may not change the itinerary without their consent and instruction unless it is an emergency and you and the client’s safety/life depends on an immediate response. The clients should always be informed of any delays or changes. Any additional cost implications should be discussed beforehand for client’s approval.

Scenario 3: It is day 1 of the tour and it is pouring. There is no way that one can hike through the Botanical Gardens and it is too dangerous to do the white river rafting. Conditions are expected to clear up around 11 a.m. The weather however, up north towards the Anastasia Mountains is partly cloudy but also expected to clear up. No showers are predicted for this area. Re-design the tour for that morning but ensure that you reach the Pottery Centre around the same time.

Scenario 3: Calculate the following:Condition and speed of the road

Calculation Time = Distance / Average Speed

1. Airport (N1) - R60 turnoff (35km)

Average speed 110km. Time = 35km / 110 km/h= 0.32 hours 60 minutes = 1 hour minutes = 0.32 x 60 = approximately 19min

2. R60 turnoff -S8 (110km)

Average speed 110km. Time = 110km / 110 km/h= 1 hours 60 minutes = 1 hour minutes = 1 x 60 = approximately 60min

3. S8 - S10 (75km) Average speed 110km. Time = 75km / 110 km/h= 0.68 hours 60 minutes = 1 hour minutes = 0.68 x 60 = approximately 41min

4. S10 - S9 (50km) Average speed 110km. Time = 50km / 110 km/h= 0.45 hours 60 minutes = 1 hour minutes = 0.45 x 60 = approximately 27 min

TEMPLATE 11.1.8: Day 1 : 22 February (SCENARIO 3)Time Start

Duration(min)



06:30 (5) 60 Airport N1, Fantasia East (6) Flight info 086 673 4000

Meet & Greet, Toilet, Money exchange. Flight LHA 321.

07:30 20 On route N1 Welcome, Introduce driver/yourself, Provide overview of trip, Explain the situation with weather and the adjusted itinerary. Essentials about South Africa, Intro to Fantasia District,

07:50 (7) 60 On route towards S8 R60 Scenic route. Commentary: Mountains of South Africa. Geology. Minerals. Hippo dam – SA water situation. Rock Art in South Africa. Photo stop at viewpoint 2Pre-arrival briefing to Anastasia World Heritage Site.

08:50 10 (8) Anastasia World Heritage Site

R60 Bookings 077-333 3818

Purchase tickets and toilet opportunity

(9) 9:00

120 Anastasia World Heritage Site Canopy Tour

(10) 11:00

45 (11) Heritage Restaurant Lunch buffet

11:45 41 On route (12) R58 Commentary: Medicinal plants. Traditional healers. Scenic route. Pre-arrival briefing to Aloe factory

12:26 35 Aloe factory (S10) (13) R58 (14) Watch a documentary on A.feroxShopping; Use toilets

13:01 27 On route (15) R58 Commentary: Different cultures in S.A. including Traditional Crafts and music (play traditional songs). Pre-arrival briefing to Pottery Centre.

13:28 (17) 20 (16) Pottery Centre R58 (18) Watch demonstration, shopping, toilets

13:48 30 On Route R58 (S9-A2)

Itinerary remains the same for the rest of the day as stipulated on the original one.

Scenario 3: Compare the cost for the alternative tour with that of the original 19. Diesel cost Total kilometres to travel on Day 1: Airport to Bundu Bungalows (A2)Original tour (see CASE STUDY 11.1.5)411

Alternative tour (show calculations)Airport via S8 to S9 Pottery Centre 35+110+75+50 =270Distance from S9-A2: 51+60 = 111Total 381

Difference in the distance travelled (Original and Alternative tour):411-381=30 km

How much will have to pay for diesel? Use the Information provided (show calculations)

30/9 litres = 3.33 Diesel R9.87 per litre (Reef price, August 2010).3.33 x 9.87 = R32.89 / R33 litres will be utilized / consumed

Will you of to pay more / less for the transport? Approximately R33 Less

Scenario 3: Entrance fees, Activities and Meals20. You are swopping the Fantasia Botanical Garden visit with the Anastasia World Heritage Site. You would only need to compare the cost at these two places. The only additional visit is the Aloe factory but there is no cost involved here.

Original Tour: Total cost of visit (not per person) to Fantasia Botanical gardens (see CASE STUDY 11.1:5)Entrance fees 75x6=450River rafting 200x6=1200Brunch 55x7=385Total R2035

Alternative Tour: Total cost of visit (not per person) to Anastasia World Heritage Site.Entrance fees 35x6=210Canopying 250x6=1500Lunch 60x7=420Total R 2130

Difference in cost for visit (Original and Alternative tour): R2130-2035= R95 21. How much more / less does the visit cost (including transport)? (show calculations)R95-33= R62

How would you deal with this difference?This will mean that each person would need to pay an additional R10.00. Follow good business practice and don’t expect the guests to pay for this small amount.

Write a short explanation to share with your clients about the change in plans according to Scenario 3. Clearly state why it is necessary and what is going to happen instead. Tour = R2Ladies and gentlemen, so can see it is pouring outside and it won’t be possible to hike through the Botanical Gardens and it is too dangerous to do the white river rafting. Conditions are expected to clear up around 11 a.m. The weather however, up north towards the Anastasia Mountains is partly cloudy but also expected to clear up. No showers are predicted for this area. We suggest that we rather visit this World Heritage Site where you can participate in an exhilarating canopy tour. We will also include a visit to the Aloe factory where you will come to know more about the medicinal uses of this indigenous plant and buy some products. Time wise we will reach the accommodation more or less at the same time. You would not have to pay anything extra but at least you would be able to make the most of your time here in the Fantasia region. Would everyone be happy to do this? Any other suggestions?

5CASE STUDY 11.1.9: ADJUSTMENTS TO THE TOUR (3)US 335795 SO1 AC3; US 335794 SO3 AC1-3 / CCFO Identify

Instructions to the facilitator/assessor:FANTASIA MEANDER

MGTMGT Read the scenario below which relates to CASE STUDY 11.1.4 Day 2 : 23 February (ITINERARY TEMPLATE) .

MGTMGT Try and come up with ideas on your own for alternative actions and activities by studying the Fantasia Map (Annexure 11.3). Also take into consideration what the financial implications of the alternative arrangements would be (if any).

MGTMGT When you have looked at different options, complete template TEMPLATE 11.1.9: Day 2 : 23 February (the highlighted section is the suggestion for the adjustments to the itinerary that can be made for the scenario below). Go online and check your answers

MGTMGT Let the facilitator know should you experience any problems.

Scenario 4: Route 62 between S4 (Fantasia Nature Reserve) and Engen Garage is closed due to flooding of the Tau River. Use Alternative Route 59 and re-design day 2 of the Fantasia Tour.

What is the total travel time required for alternative route R59 (Up to R4)?Condition and speed of the road

Calculation Time = Distance / Average speed

1. S4 –S7 (120km) Average speed 100km. Time = 120km / 100 km/h= 60 minutes = 1 hour minutes = 1.2 x 60 = approximately 72min

2. S7- R4 (40km) Average speed 110km. Time = 40km / 110 km/h 60 minutes = 1 hour minutes = 0.36 x 60

= approximately 21.81 /22min

Total time = 72 + 22 = 94 min 3. What time are you supposed to be at the Fantasia Spur (R4) according to the

original Itinerary (See CASE STUDY 11.1.5 Day 2)? 15:00

4. What is the total time allocated from the Fantasia Nature Reserve (S4) to the Fantasia Spur (R4)? Show calculations.

Departure Fantasia Nature Reserve12:40Arrival Spur-15:00Difference =2h 20 minutes (140 minutes)

5. How much time do you have available to visit the Meerkat Antics (S7)? (Tip: Deduct total travel time from total time allocated). Show calculations.

Total time available = 140 minuteTotal travel time on this route to Spur = 94 minute Difference 46 minutes (time available to visit)

6. Use the information provided in ANNEXURE 11.2 and your calculations above to evaluate if there is enough time do a viewing tour at Meerkat Antics?

Guests would be able to participate in the 30 minute tours at the Meerkat Antics should they be interested. They have about 45 minutes available for this visit here.

TEMPLATE 11.1.9: Day 2 : 23February (SCENARIO 4)Travelling from the Fantasia Nature Reserve

Time Start

Duration(min)

Destination / Venue Route / Address

Contact person & details


12:40 95 On route (S4-Engen Garage) R62 Commentary: Tau River Gorge geological formation. Scenic route. Photo stop. Toilet stop at Engen (if required).

12:40 72 On route (S4-S7) R59 Pre-arrival briefing.

13:52 (7) 46 Meerkat Antics R59 Lillian 082 457 2232

Viewing tour (30 minutes) / view from platform. Toilets. Refreshments. Shop for curio.

14:38 22 On route (S7-R4) R59Pre-arrival briefing

(8)15:00

55 Fantasia Spur R62 Reservations 077 234 5671

Lunch. Toilet opportunity.

15:55 60 On Route R4 to Sasol Garage N1 east bound.

Commentary: Elephant elevations – interesting facts about the African elephants. Play “Baby elephant walk”. Question opportunity. Pre-arrival briefing.

Itinerary remains the same for the rest of the day as stipulated on the original one.

9. What are the cost implications for the alternative arrangements with regards to the entrance fee? There was no attraction (nor entrance fee) included on the original itinerary route which followed a scenic route. The alternative arrangements requires an entrance fee of R10 (including viewing from the platform of the meerkats) or an additional R30 for participating in a viewing tour.

10. Who should carry the additional cost?The clients should be given the choice if they would like to visit (pay the additional R40) or not. Alternatively, they could skip this activity and arrive at the Spur earlier for an extended lunch with the opportunity to do some final shopping at the Crafts Galore (S11).

Write a short explanation to share with your clients about the change in plans according to Scenario 4. Clearly state why it is necessary and what options they have. Tour = R25

We have just received news that the scenic route we were to take today has been closed due to flooding of the Tau River. We would need to take alternative route which is much faster and will give us and additional 45 minutes prior to lunch. You now have a choice of a visit to the Meerkat antics for a tour of these entertaining creatures or alternatively to do some more shopping at the Crafts Calore centre. The cost for a visit and tour to the Meerkat antics will be R40. Would you prefer to go straight to the Spur and do some shopping or should we make a stop along the way?

ACTIVITY 11.1.10: Plan an itinerary US 335794 SO1 AC4 EEK10, EEK11; US 335802 SO2 AC2

Instructions to the facilitator/assessor:MGTMGT Open the Electronic Itinerary Planning Sheet Day2 11.1.10 (Resource CD) and

complete A-K according to the instructions below. MGTMGT Use Itinerary template 11.1.5 Day 2 as a reference.

Objective The ELECTRONIC ITINERARY PLANNING SHEET was designed to make it easier to plan a tour within the required time frame and adjust durations for activities.Once the timing has been sorted it is then easy to calculate the start time of each activity and to rewrite in the template (Step 5). This is how the Itinerary Template Day 2 11.1.5 was compiled.

Only change the orange-coloured areas otherwise the formulas will become corrupt!Step 1: Fill in the Pick-up venue / Arrival venue (A) and departure-time (C). Fill in the Drop-off venue (B) and drop-off time (D)

Step 2:(E)Calculate the total time available in minutes (difference between D and B)

Step 3: In this section we list the sites/venues/destinations where our activity take place (this does not include driving – on route). The activities have been divided into different categories: Meet & greet /Check-in & out; Guided tours; Other activities where tourists experience or participate (but are not necessary a guided tour); free time (leisure); Meals; toilet/refreshment opportunity; Shopping; Time to board/disembark from coach (very important to consider when it is a large group). (F) Fill in the duration of the tour (in minutes) of the guided tour at the Blue Crane bird park. (G) Indicate how much time is available to eat the breakfast picnic box.(H) Indicate how much time is available for shopping at the Fantasia Nature Reserve Curio shop.

Step 4:

In this section we list every part of the route and the estimated duration (this is based on the calculations we did in Activity 11.1.2: Calculate the Travel time (based on the average speed and condition of the road). You might also need to take into consideration peak hours, road works, and other events that can cause delays (accidents, slow moving vehicle, etc.), photo stop and toilet/refreshment/refuelling stops along the road. These will affect the average time it usually take to travel that stretch of the road. (I) How long does it take to travel from the Bundu Bungalows to the Blue Crane Bird Park along route A2-S1?(J) How long is the photo stop along the road? The TOTAL TIME FOR ALL THE ACTIVITIES (2.) should be exactly the same as in (1.) TOTAL TIME AVAILABLE FOR THE TOUR. (3.) TIME LEFT OF ORIGINAL TIME should be ‘0’ otherwise it means you made a mistake.

Step 5:Once you are done and satisfied with the duration of activities and trip, continue to write out the Sites and routes in the order you would follow:(K) Fill in the route you would follow from the Blue Crane Bird Park to the Fantasia Nature Reserve. (L) Fill in the venue. Step 6: Fill in the time spend (duration) at each venue. (M) Fill in the total duration of the interaction (cuddle a cub) at the Fantasia Nature Reserve, as well as toilet/refreshment and shopping opportunities.(N) Fill in the travel time (including the photo stop and a toilet opportunity/pit stop) from the Fantasia Nature Reserve to the Engen Garage. Check that (4.) balances with (2.) – should be the same otherwise you made a mistake. Step 7: Fill in the arrival time at each venue / start time of activities.Step 8: Complete the other fields: Activity, Topics covered (commentary), Contact persons and details and special notes (e.g. vegetarian/halaal).

CASE STUDY 11.1.11: Evaluate an itinerary US 335794 SO1 AC2 SO3 AC3 Instructions to the facilitator/assessor:

MGTMGT The learner has to use the Electronic Itinerary Planning sheet (Day2 11.1.10), as well as Annexure 11.1 Tourist Profile and do the evaluation below.

Selected venues / activities Yes No Motivate your answer 1. Do the selected sites address the specific

interest, needs and expectations of the clients (group and individuals)?

Compare with what was requested on the Tourist Profile (Annexure 11.1)

2. Do the selected routes offer some scenic driving?

Which routes? R61, R62

Is there sufficient provision made for the following? Where? Venue? Is the time sufficient?3. Toilet opportunities (at intervals of 2-3

hours) Blue Crane Bird Park

Fantasia Nature Reserve Fantasia Spur

Every 3 hours. Time sufficient

4. Opportunities to buy refreshments or enjoy tea/coffee (morning/afternoon)

Blue Crane Bird Park Fantasia Spur

Picnic brunch – yesLate lunch

5. Meals (breakfast, lunch & dinner) – and if not included in tour price, was suitable venues identified?

Blue Crane Bird Park Fantasia Spur

Sufficient

6. Shopping opportunities (specific shops, malls, markets, etc.)

Crafts Calore Not much time but still opportunity for shoppers

7. Leisure time / free time (clients can do their own thing)

Apart from time traveling it is a full programme.

The following is questions about the route Yes No Motivate your answer by giving examples

8. Are all the sections of the route included?

9. Is there time sufficient to cover the distance for all routes?

According to calculations ‘yes’ – no additional provision made for unexpected situations like flat tyre for instance.

10. Is there perhaps a shorter route to get to the airport?

There is a direct route on the highway N4 but it will be boring..with Caltex and Sasol on route for pit stops.

11. Is there any place on route that traffic might be hectic due to peak periods /rush hour?

On the N1 towards the Airport (Fantasia city)

12. Is it necessary to take into consideration the time it would take this group to board and disembark from a vehicle /coach?

It is a small group

Overall evaluation of tour Explain your answer13. What do you think about the duration of

the tour for the day? In other words, do you think most people will cope with such a long day and then having to take an overnight flight that evening? 690 minutes = 11 hours 20 minutes

First day: It is a lot of activity but there is some leisure time in the afternoon. The clients only have two days in the region and they might want to experience as much as possible. Second day: Also a long day but tourists will experience quite a bit.

14. What can you do to address the above (mentioned in 13)?

Could arrange for a dinner closer to the accommodation – depending on the clients.

ANNEXURE 11.1: TOURIST PROFILE

TOUR NAME Fantasia Meander

PAX SIZE 6 pax (2 couples, 2 singles)

AGE Early 40s

NATIONALITY German

MEANS OF

TRANSPORT

Volkswagen Caravelle (8-seater)

TYPE AND

ACCOMMODATION

REQUIRED

Budget accommodation(2 double and 2 single rooms)

MEALS TO BE

INCLUDED IN PRICE

Breakfast (brunch on the first day) and Dinner

PICK UP VENUE Airport (Flight LHA 321)International flight

Time 06h30

DROP OFF VENUE Airport (Flight SAA 542) – Domestic flight

Time 19h20

DATES Saturday, 22 February –Sunday, 23 February

SPECIAL NEEDS None

LIMITATIONS Budget

INTERESTS

GROUP

African wildlife (especially birds), adventure (love river rafting), hiking, beautiful scenery

INTERESTS

INDIVIDUAL

Some of the people in the group would like to try traditional food.One person is interested to buy local crafts.

EXPECTATIONS Identify as many SA bird species as possible in the two days spent in the area. Have fun and enjoy the beautiful outdoors.

ANNEXURE 11.2: LOCAL AREA INFORMATION (FANTASIA MUNICIPALITY)PROMINENT NATURE, CULTURE AND ADVENTURE SITES BLUE CRANE BIRD PARK (S1)Location: Intersection R61 and Blueberry Road. See Map The largest bird park in Africa with over 3500 birds of 450 different South African species.Activities: Walk through 120 spacious landscaped aviaries (allow at least 45 minutes)Facilities: Toilets, Play park for children; Picnic area. Wheelchair access.Entrance fees: Adults R45, Children R22; Pensioners (with card) R30.Open and closing times: 8h00-17h00 every day of the week (including public holidays)Contact details: 077-326 1529 (Reservations for Guided walk)ELEPHANT ELEVATIONS (S2)Location: 261 Fantasia Crescent. See MapProvides a safe haven for elephants and offers a unique platform for guest education and interaction. Programme: View educational video. Then interact with the elephants in their natural habitat - feel, touch, feed, walk trunk-in hand and even ride an elephant! Afterwards enjoy a pub lunch. (4 hour programme). Facilities: Toilets, PubEntrance fees: Adults R450-00, Children R300-00 Open and closing times: 10h00-14h00 every day of the week (including public holidays)Contact details: 077-888 1000 (Booking essential).FANTASIA BOTANICAL GARDENS (S3)Location: 5 Bird Street. See MapThe Hippo and Croc River converge into a spectacular waterfall that can be viewed from the “Edge” platform. Enjoy the beautiful display of indigenous flowers and walk under the lush trees.Activities: 3 Circular paths (African Rain Forest – 30 minutes; Best of SA indigenous trees and plants – 30 minutes; Exotic Paradise 45 minutes). Bird lovers and those who would like to spot some of the local wildlife should come in the early morning (07h00-10h00) or late afternoon (15h00-17h30). River Rafting can be arranged on the Hippo River (90 minutes).Facilities: Toilets, Conference Facilities; Picnic area has barbeque facilities (Braai packs available @ R55-00 p.p). Restaurant – currently under renovation. 45% of the Garden is accessible by Wheelchair. Entrance fees: Adults R75 Children R35. River Rafting R200 p/p. No children under 12yrs are allowed to River Raft.

Open and closing times: 7h00-17H30 every day of the week, 365 days a year.Contact details: 077-321 8000 (Information); 077-321 7967 (Call James for bookings for River Rafting)FANTASIA NATURE RESERVE (S4)Location: Intersection Route 61, 62 and 59. See MapHome to about 70 lions, including the rare white lions and other carnivores such as cheetah, wild dog, and various hyena species. There are also a variety of antelope. Activities: CUB WORLD- Interact with young lion cubs (20 minutes); Leisure walk to view large predators (40 minutes); Guided Game drive on a safari vehicle (90 minutes – shorter drives available on request); Night Drive and Boma Meals (4hours); Self-Drive through the main park (90-120 minutes).Facilities: Toilets, Curio Shop, Restaurant. Entrance fees: Self-drive: Adults R115 Children: Age 4-12 R80/person (rates includes access to main park and to cuddle a lion cub). Game drive: R195-00 p/p (include ENTRANCE FEE and CUB WORLD). Contact office for other pricing and bookings 077 – 765 8310Open and closing times: 08h00 -15h45 Gates lock at 18h00FANTASIA WONDER CAVES (S5)Location: Route 62 (opposite the Fantasia Inn). See Map.World famous for its fossil finds. A 2.1 million year old skeleton has been discovered here telling us about the origins of humans.Activities: Guided tours through the cave on the hour (9h00-16h00). Duration 45 minutes’ Please note that there is crawling involved in some sections. Bring comfortable shoes.Facilities: NoneEntrance: Adult R40; Children R20Open and closing times: 9h00-16h00Contact details: 077-876 5431LET’S EAT AND DANCE CULTURAL EXPERIENCE (S6)Location: Route 62. See MapDiscover 4 of South Africa’s cultures – Pedi, Xitsonga, Swazi and Ndebele. See how they live and then enjoy traditional dancing and singing and indulge in a traditional meal. Try some Mopani worms. Programme duration 3 hours. Facilities: Toilet, Restaurant, Curio shop.Entrance: Adults R250 Children R125-00Open and closing times: Tour 1 (10h00-13HOO) Tour 2 (16H00-19HOO).Contact details: 077-111 0022 (Prior bookings essential) MEERKAT ANTICS (S7)

Location: Route 59. See Map.Wild meerkat / suricate viewing tours (60 hour). Shorter tours of 30 minutes are available on request. The meerkats can also be observed from a viewing platform at the Kiosk if you have limited time.Facilities: Toilet, Kiosk, Curio shopEntrance: Adults R10 Children R5. (Includes viewing from platform). Entrance and Meerkat Tour: Adults R30 Children R5.Open and closing times: 8h30-16h30 daily (except Mondays) Contact details: 082 457 2232 (Lillian)ANASTASIA WORLD HERITAGE SITE (S8)Location: Route 58. See Map.Richest rock art collection in South Africa. Interpretation centre with rock art samples and exhibit of all the plants used by the San in their daily life, rituals and medicines. Hike to the various caves or do rock climbing. A 2-hour canopy tour is a unique experience that takes people on an adventure through the magnificent Anastasia mountains. Participants glide from one platform to another along a steel cable suspended up to 35m above the forest floor. Facilities: Toilet, Heritage Restaurant (Lunch buffet 11:00-14:30; R60 p/p) Picnic area, Interpretive centre Entrance: Adults R35 Children R20. Canopy Tours (R250 p/p)Open and closing times: 8h00-18h00 daily. Except Christmas day.Contact details: 077-333 3818 (Information and Bookings)POTTERY CENTRE (S9)Location: Route 58. See Map.Watch local artists at work. Best value for money. ALOE FACTORY (S10)Location: Route 58. See Map.Watch a 10 minute documentary on Aloe ferox application for a wide range of medicinal purposes. A wide range of Aloe products available on site. Toilet facilities. 10% discount for guides. CRAFTS GALORE (S11)Location: Route 62. Next to Fantasia Spur (R4). See map. The best of African arts and craft at unbeatable prices.

ACCOMMODATION IN THE AREA Fantasia Suites (A1) Double room R800 per person / night Single room R 650 per person / night Breakfast R120 per person

Bundu Bungalows (self-catering) (A2)2-sleeper bungalow. R300-00.Breakfast - and lunch boxes can be arranged. (R35-00 p.p.)

Tel. 077 347 6016 (Reservations) Tel. 077 555 6100 (Reservations)1 Sundown Road

Fantasia Inn (B & B) (A3)Double room R300 per nightSingle room R225 per night Tel. 077 321 7234 (Reservations)

RESTAURANTS IN THE AREA

Fantasia Steakhouse (R1)The best steaks in the district!Tel.077-999 3218 (Bookings)Evenings only.

Malay Kitchen (R2) 65 Sundown Road.Traditional SA food buffet. Vegetarian and Halal available. Traditional live music.Tel. 077 176 4567 (Contact Zubeida for bookings). R150-00 per person. Guides free.

Elegant Restaurant (R3)Taste the best dishes from around the world.Tel. 077 567 8912 (Reservation)

Fantasia Spur (R4)Family restaurant Tel. 077 234 5671

AIRPORT FLIGHT INFORMATION086 673 4000Located at Fantasia East along N1

CARAVELLE Thrifty Car rental R850 per day. Unlimited kilometres. Fuel consumption 9 km/litre.Diesel R9.87 per litre (Reef price, August 2010).

All prices (for all facilities mentioned above) include VAT

Annexure 11.3 Fantasia Meander Map

QUIZ 11.2.1: City terminology

Instructions to the facilitator/assessor:MGTMGT The learner is to write down all the new terms that he/she has learned with a brief

definition. MGTMGT They can also make a drawing next to it to show that they understand what it is. MGTMGT Use the multiple choices examples below to check learner’s understanding of the

terminology.

1. Cities are usually planned and built along square grids, sometimes with diagonal lines crossing them, and even concentric rings. It is not influenced by their natural location.

True False

2. Cities have physical features and social significance. The latter may include the following:

Poverty and luxury

Amenity and pollution

Tradition and innovation

Order and disorder

All of the above

3. In order to understand cities one needs to take into consideration the scale and

intensity of urban life, the combination of urban elements and the social significance.

True False

4. The commercial and often geographic heart of a city. It is characterised by a

concentration of retail and office buildings, higher-than usual urban density as well as

often having the tallest buildings in a city. Choose the most correct option.

Downtown

Financial district

Central Business District (CBD)

Suburb

Industrial area

5. Financial districts can be part of the CBD / downtown / a separate zone and would

typically house a stock exchange or several bank headquarters.

True

False

6. Which one of the following is the financial district of South Africa and host the only

Stock exchange in the country?

The Waterfront

Cape Town

Sandton

Arcadia

Johannesburg

7. The term ‘Down town’ originated as follows: As the town of New York grew into a city,

the only direction it could grow on the island was towards the north, proceeding upriver

from the original settlement (the "up" and "down" terminology in turn came from the

customary map design in which up was north and down was south). Thus, anything

north of the original town became known as "uptown" (Upper Manhattan), while the

original town became known as “downtown” (Lower Manhattan)

True

False

8. This is an area zoned and planned for the purpose of industrial development. These

areas are usually located outside the main residential area of a city and normally

provided with good transportation access, including road and rail.

Downtown

Financial district

Central Business District (CBD)

Suburb

Industrial area

9. In South Africa the term “suburb” usually refers to residential region around a major

city.

True

False

10. A luxury apartment on the topmost storey of a building is known as a ….?

Top storey

Loft apartment

King suite

Penthouse

The towers

11. In South Africa we use the word “sidewalk” when referring to a “pavement” (US and

Canadian word).

True

False

12. Which one of the following statements is not true?

Monuments usually indicate a historic achievement/event.

Monuments remember a significant person or event in history or a time period.

Memorials are often related to death and destruction.

Examples of monuments include gravestones, memorial gardens, benches and

fountains.

Memorials are more somber than monuments and might require more

respectful conduct.

13. A sculpture representing a person's head, shoulders, and upper chest.

Statue

Pedestal

Equestrian statue

Figurine

Bust

14. An architectural support or base, as for a column or statue.

Statue

Pedestal

Cenotaph

Statuette

Bust

15. A sculpture can be described as a three-dimensional artwork created by shaping or combining hard materials—typically stone such as marble—or metal, glass, or wood.

True False

16. A monument erected in honour of a dead person/s whose remains lie elsewhere.

Pedestal

Sarcophagus

Cenotaph

Mausoleum

Obelisk

17. A large stately tomb or a building housing such a tomb or several tombs. Also known as

a burial chamber.

Pedestal

Sarcophagus

Cenotaph

Mausoleum

Obelisk

18. What is the following?

Pedestal

Sarcophagus

Cenotaph

Obelisk

Landmark

19. A prominent or well-known object in or feature of a particular landscape e.g. Table

Mountain. This can be natural or urban features such as a high rise building.

Pedestal

Viewpoint

High rise

Obelisk

Landmark

20. A ‘Drostdy’ is a …

Traditional restaurant

A Cape Dutch house

A magistrate’s residence and courtroom

A colonial hotel

A type of monument

21. The generally triangular portion of a wall between the edges of a sloping roof.

Pediment

Clock tower

Roundel

Gable

Façade

22. The projection of forms or figures from a flat ground, so that they are partly or wholly

free of it.

Cornice

Figurine

Roundel

Gable

Relief

23. A horizontal moulded projection that crowns or completes a building; door, window,

furniture or surrounds the edge of a pedestal.

Cornice

Figurine

Roundel

Gable

Relief

24. This is generally one exterior side of a building, usually, but not always, the front.

Pediment

Clock tower

Roundel

Gable

Façade

25. A Skyline of a city’ is a very tall building. True

False

26. Ground floor" and "ground level" for the floor closer to what is considered the ground or

street level of a building.

True

False

27. A storey below the main or ground floor.

Pediment

Parking area

Basement

Loft

ACTIVITY 11.2.2: Art-Deco Buildings in Durban US 335794 SO1 AC2 SO3 AC3 Instructions to the facilitator/assessor:

MGTMGT Show the photos and information about Art Deco buildings in Durban. *Also see document with Durban Street name changes on Resource CD.

The objective is to draw the learner’s attention to details on buildings in order to point it out to tourists. The learners should acquaint themselfs with terminology and features associated with Art Deco as there are many examples in other South African cities, especially Cape Town, Johannesburg and Springs (2nd largest number of Art Deco buildings in the world!). Apart from the above, they don’t need to memorise any of the buildings or other information in this exercise.

Map 1: Read the description for Althea Court and then look at the pictures. 1. Describe the striking features of this building (façade, patterns, colour) as you

would point it out to your tourists. Ensure that you understand the terminology. Zig zag patterns Chevrons Shields Zigarat crown Colour (dark blue)

2. The Cenotaph is located south of West Street between Gardiner Street and Aliwal Street. Although the structure does not really rate as Art Deco, the majolica ware (type of glazed pottery) motif is a precursor to the coming deco movement. What Art Deco features are prominent? Read text and look at pictures.Strong cubist lines and a sunburst background, strong use of colours.

Map 2 Check all the videos/pictures of the buildings on this map and identify on which buildings you see the following features:

3. A clock tower on Lowry’s Corner

4. An Art Deco lion motif on Surrey Court

5. An overflow snake (serves as a drain) on Berea Court

6. The entrance of this building was influenced by the Maya culture and an example of the cornice is included: St.Augustine

7. The chevron designs using face brick decorates the facade in contrast with the white plastered wall. This building is one of the few in Durban where brickwork has been used in an Art Deco fashion: Jubilee Court

Quiz 11.2.3: Plan, research and prepare City tour

US 335794 SO1 AC1 EEK 1; US 335796 SO1 AC1-2; S02 AC1; CCFO Science

Instructions to the facilitator/assessor:MGTMGT Ask the learners questions on the planning, research and preparation of a City tour. MGTMGT The learners should take notes of important aspects. MGTMGT Use the multiple choices questions below as guidelines.

1. The influence of Apartheid and disparity between rich and poor is reflected by the various suburbs and townships throughout South African cities. Topics to research include service delivery, government programmes for housing, poverty alleviation, economic empowerment, security improvements / crime prevention, inner city upgrades, etc.

True False

2. Which one of the following is not socio economical information? Standard of living Live expectancy Health Traditional lifestyle Access to basic facilities

3. It is not necessary that you don’t research shopping malls/centres, local markets, restaurants, etc. The tourists can find this out from the hotel.

True False

4. The size and complexity of the area requires a well-planned research tour (including both driving and walking) in order to explore and capture the information about the city.

True False

5. Which of the following methods could you use to research and design a city tour (driving and visits to sites)?

a) Compile a Cultural heritage area footprint

b) Use a Site Inventory Report

c) Internet research

d) Complete Route Log reports

e) Talk to other guides

All of the above a and d b, c and e d c and e

6. The Route Log Report includes information about the following along the way: Cultural features/attractions such as historical buildings Natural features (e.g. rivers, trees, topography) Man-made features such as shopping centres / government features Incidental (temporary) objects/features (e.g. vendors, birds flying) All of the above

7. Some other factors to keep in mind in the research and design of a city tour:

The available time. Best time to avoid traffic (e.g. early on a Sunday morning). The most dramatic entrance to the city. One way streets that falls within the route. All of the above

8. The direction you drive / approach a building / feature / object in order to obtain the best view of most of the sights on route is not important.

True False

9. You usually may not take photos of government buildings or military. True False

10. When you prepare your notes you should write down as much as possible. True False

11. The amount of talking will be determined by the speed of the vehicle (traffic jams and other delays on route) and unforeseen situations (such as detours). Stopping is often not an option and therefore the Guide is presented with a once-off opportunity to get it right.

True False

12. It is essential to keep to the time limit as an expectation has been created with the audience. As soon as you exceed the time limit you will start losing the attention of the audience. Commentary should be aligned and sufficient to cover the focus points.

True False

ACTIVITY 11.2.4: How not to do a city tour! Instructions to the facilitator/assessor:

MGTMGT Let the learners watch 11.2.4 Marty Feldman Lightning coach tours’MGTMGT The learners are to take notes of what goes wrong on this tour / what the guide

shouldn’t have done.MGTMGT Use the multiple choices below to question the learners.

Reference Marty Feldman Lightning coach tours http://www.youtube.com/watch?v=Z7CpkzJU9kA Uploaded by myfavouritethings on Feb 2, 2007A short sketch from Marty Feldman's show.

The Guide did not give any information about the sites – only pointed it out. True False

2. The Guide handled the group in a professional manner. True False

3. To tourists had time to enjoy the different visits and activities. True False

4. The Guide ensured that everyone was on the coach before departing. True False

5. There was sufficient toilet stops along the road. True False

6. The Guide did not receive a tip at the end probably because of the way he acted towards the tourists and the way the tour was handled.

True False

ACTIVITY 11.2.5: Microphone Technique US 335796 SO2 AC2

Instructions to the facilitator/assessor:MGTMGT Let the learners watch the video clip 11.2.5 Mic Tech’MGTMGT They are to write down the important points. MGTMGT Let the learners practice on a microphone (if available in class / otherwise

they would need to do it during Interview with coach driver Task 19. MGTMGT Use the multiple choices below as guidelines.

1. Never cough, blow or tap on the microphone to see if it is working, as it can be very annoying to the group. (Testing the microphone should have been part of your pre-departure check). Make sure it is switched on!

True False

2. Put your thumb between the microphone and your chin. This will ensure that when you turn your head, the microphone moves with you.

True False

3. Which one of the following statements is not true when using the microphone? Be sensitive to how your voice carries in the coach. Never hand the microphone to anyone to make announcements or tell

jokes. Always be in control! Beware of feedback that produces an irritating whine when microphone

is in line with a loud speaker. Remember to switch it off when you are done. You don’t need to check that everyone can hear you - the microphone

is always audible.

CASE STUDY 11.2.6: Welcome and briefing US 335796 SO2 AC2

Instructions to the facilitator/assessor:MGTMGT Let the learners watch the Video clip 11.2.6 Intro .MGTMGT The learners are then to complete the Checklist below.

The Objective is to assist the learner to prepare for your city tour presentation. They are to carefully take note of what the Guide does right or wrong by checking the provided criteria. The learners are to write comments that you can refer to once they come to the practical session in the Workplace Guide.Video Clip: Desiré Pringle’s city tour (December 2011) for her assessment (See Task 17 Workplace Guide)

Generic Checklist for driving tour Part 1 RM= Requirements met - not completed / performed in the required manner. N/A = Not applicable – the criteria is not applicable for your tour / situation.RNM= Requirements not met – not completed / performed in the required manner.N/O = Not observed – supposed to have been completed / performed but not done or not recorded on the video.

RM

N/A

RNM

N/O

Comments

The tour started at the specified time. N/O

The tour should always start at the scheduled time. For the assessment purposes record the time of departure. Also state if you are on time and if not, why you are delayed.

The Guide ….

Welcomed and greeted the tourists “Good morning! Welcome to………… (City name)”.

The welcome wasn’t recorded on the video.

In a warm and hearty manner

The learner was very formal with the initial welcome. Need to smile even though not facing the clients.

Appearing organised and ready, thus creating confidence

Introduced herself

Said something interesting about herself

RM

N/A

RNM

N/O

Comments

Introduced the driver

Said something additional / interesting about the driver

You wouldn’t usually express your doubt about the driver’s ability, but in this context making a joke about Huntley actually served as an ice-breaker.

Introduced any other relevant parties

The Guide provided the following briefing..Facilities / features of vehicle e.g. opening window.

N/A

The tourists may not open the windows.

Safety aspects e.g. wearing seatbelts, locked doors, not sticking cameras out of the window.

Rules pertaining to smoking, eating/drinking, keeping vehicle clean, cell phones switched off, etc.

Duration of the tour 90 minutes - 20minutes scenic tour 1hour tour, then 15 minutes

Highlights – Overview of what the participants can expect to see / experience without giving a way too much.

Scenic tour – could have mentioned a bit more on other interesting sites to see on route / themes …P.Kruger, Struggle, and Anglo-Boer War.

Stops e.g. toilet, photo, shopping opportunities

90 minutes - 20minutes scenic tour 1hour tour, then 15 minutes

The Guide enquired about the welfare / special needs of the guests Toilet opportunity provided prior to departure

N/O

The best time to ask is actually before anybody gets into the vehicle.

Everybody seated comfortable

Temperature inside the vehicle is fine Invited the passengers to let her know if they are not comfortable

Invited and encouraged participants to … Ask questions

Check presentation / communication …A. Communication with

the driver RM N/A RNM N/O Additional comments / Provide evidence

Provided timeous instructions to driver

Provided clear instructions to driver Driver did drive too fast

B. Presentation

Volume sufficient that everyone could hear

Pronunciation clear Excellent!

Good use of words

Tone warm and friendly X

Should smile more even though not facing the group.

Not recital like (reading from notes) / not monotonous (in other words exciting / enthusiastic)

X

Sometimes - but other times good variation in tone.

No repetition of words / sounds (‘uhm’)

Displayed humour

Positive approach, even when talking about negative situations

Did not state the obvious

Additional notes / comments about the performance See multiple choices on the next page

1. The Guide looked and sounded very serious when she started her tour. Towards the end she when she refers to Huntley (the driver) in a humorous way her appearance and voice changes.

True False

2. You wouldn’t usually express your doubt about the driver’s ability, but in this context making a joke about Huntley (her husband) actually broke the ice.

True False

3. What rules / general information about the vehicle did the Guide not communicate?

Passengers to wear seat belts How to open the windows. No eating / drinking / smoking To keep doors locked To keep cell phones switched off

4. The Guide not check if everybody was seated comfortably and felt comfortable with the temperature inside the vehicle.

True False

5. The Guide provided information about the duration, highlights and places to be visited (photo stop at Union building) and toilet opportunities.

True False

6. The Guide did not check if anybody needed to use the toilet before departure. True False

7. What was going to happen during the tour? Total time of tour about 90 minutes 20 minutes scenic driving 1 hour city tour 15 minutes photo stop with toilet opportunity at Union building All of the above

CASE STUDY 11.2.7: Guiding techniques and Commentary US 335796 SO2 AC1

Instructions to the facilitator/assessor:

Let the learners watch the Video clip 11.2.7 City Tour. MGTMGT The learners are to complete the Checklist below.MGTMGT They are also to study the feedback by the Assessor (recorded evidence of

information provided by the Guide, as well as additional comments of incorrect / insufficient facts).

MGTMGT Use the multiple choices sample questions as guidelines. The Objective is to assist the learner to prepare for your city tour presentation. They are to carefully take note of what the Guide does right or wrong by checking the provided criteria. The learners are to write comments that you can refer to once they come to the practical session in the Workplace Guide.Video Clip: Desiré Pringle’s city tour (December 2011) for her assessment (See Task 17 Workplace Guide)

Generic Checklist for driving tour Part 3: Guiding Techniques RM= Requirements met - not completed / performed in the required manner. N/A = Not applicable – the criteria is not applicable for your tour / situation.RNM= Requirements not met – not completed / performed in the required manner.N/O = Not observed – supposed to have been completed / performed but not done or not recorded on the video.

RM

N/A

RNM

N/O

Comments

The Guide provided …Timeous instructions to the driver

Clear instructions to the driver Driver did drive too fast

The Guide orientated the participants by indicating …The district / suburb name Arcadia – origin; Bryntirion;

The direction – driving north, south, etc.

STREET NAMES HAVE CHANGED SINCE LEARNER PRESENTED TOUR!!

Eeufees – translated. Tarred to commemorate the centenary of the Union of South Africa. Church street – longest; Paul Kruger Street; Jacob Maree; Nelson Mandela (mention street name change); Visagie (travelled with P.Retief) – Prinsloo ; Boom Street; Eastwood street; Tom Jenkins (conditions); Queen Wilhelmina; George Storrar; R21

The street name Driving north towards Pretoria

Pointing out landmarks as reference Orientation; Pointed out PTA station;

points Freedom Park.

The Guide pointed out the buildings / monuments / features that she was talking about …Timeously e.g. “Coming up soon is …”

Just as we come around this corner

Indicated where the tourists should look e.g.” in front, to the left”

Provided a description when required in order for tourists to identify the building / object (e.g. building with green roof, red door)

E.g. green hill in front; blue seats, tall buildings; brown brick building.

INFORMATION PROVIDED DURING TOUR – ASSESSOR FEEDBACK (SUMMARISED) C. Did the learner provide the following

essential information as applicable? RM N/A RNM N/O Evidence provided by Guide / additional comments Mark

Meaning of the name of the city / town Not named after MW Pretorius but his father. Tshwane mean we are all the same? ‘Jacaranda City’

1

Origin of the name of city / town Could have said more about Tshwane / Name changes

1

Origin of the city / town (state the reason e.g. railway station, mission station, discovery of a mineral)

XExplain how and why it originated (link to Church Square).

0

The founder of the city / town

Founder – MW Pretorius 1

The development of the town since its early beginnings (Briefly mentioned). X

0

The pre-history of the city / town (earliest inhabitants)

Iron-Age inhabitants; Mzilikazi, Chief Musi 1

Mentioned other major historical events (as applicable).

Pre-history. The Sothos called these new comers Matabele…should only mention it once you talk about Mzilikazi. Vegkop was fought prior to him settling in Pretoria? Fortresses

1

Population X 0 Other demographics Languages 1 Altitude X 0 Claims to fame

Very interesting! Birthplace of democracy; Groenkloof; Unisa ; Highest literacy rate of all cities; largest landuse after N.Y. and Tokyo; some of the lowest unemployment; most embassies apart from Washington DC (52).

1

Economical activities / Industries Mittel steel, Rosslyn – motor industry; TATA steel – Tata vehicles; XX? – coal, minerals, 1

biggest BEE to register JSE. Main nuclear centre? Not Koeberg?

Educational / Research institutions Unisa, others; Library ; Department of Education;Girls & Boy’s high; UP; SABS.

1

Health institutions 1-Mil; others; Pretoria Academic hospital

(mention health care); Little Company of Mary. Could maybe comment on health issues a bit more.

1

Festivals and events Tshwane show (Pilditch stadium?;; Supersport park

1

Socio-economic aspects (e.g. unemployment, literacy rate; income, housing, access to basic facilities, safety)

Unemployment; literacy rate 1

Socio-political aspects (townships/segregated neighbourhoods)

Historic l background on townships. 1

Sports Loftus Versveld; Supersport Park; importance of sport

1

Recreation & entertainment areas Groenkloof; hikes; Magnolia dal – Peter Pan; Arts in the Park.

1

Parks and Conservation areas Groenkloof, SANPARKS – smallest reserve. Rietvlei, Botanical garden.

1

Fauna & Flora

Nature – pompoms, wild dagga ….explain what ‘dagga’is…; biomes savannah/bushveld and grassland; wattle trees; jacaranda – Mentioned 32 indigenous trees planted for Fifa World Cup, jacarandas, some species found; A.marlothi; purple flowers; Newton’s apple tree; Napoleon’s willow;

1

Natural features – rivers, mountains, geology

Pointed out the Magaliesberg; Apies River..origin at Groenkloof ; Kaapvaal Craton – inland see; fossilised ripples; meteorite crater; Dolomite formation

1

Infrastructure and transport Roads, Bridges ; Gautrain; taxi ranks; location of various airports (including Lanseria)

1

Government buildings Foreign affairs; US Embassy; Presidential Residential Area. 1

D. Did the learner provide the correct information? RM N/A RN

M N/O Additional comments / Provide evidence Dates (Only made 2 mistakes or less or

made more than 2 mistakes but corrected him/herself ).

1955- Wrong information. 1

Stats Unemployment, Literacy 1

Names of people 0

Names of buildings / monuments / other features

0

Historical information presented in context (right period)

1

E. Did the learner provide current information? RM N/A RN

M N/O Additional comments / Provide evidence

Stats See above Name changes of streets X

Recent news and events Death cell converted into museum. Road link between Freedom Park and Voortrekker monument.

Forthcoming events N/AF. Did the learner provide practical

information to tourists? RM N/A RNM N/O Additional comments / Provide evidence

Restaurants to try (cheap, traditional, etc.) and shopping opportunities (centres, street markets).

Pedestrian street; Brooklyn mall

Other relevant information as requested by clients

Total /24

SAMPLE MULTIPLE CHOICES

1. The Guide provided timeous and clear instructions to the driver. She had to prompt him to drive slower at times.

True False

2. Which one of the following did not orientate the participants on the tour? In other words, they knew where they were driving and could follow on a map.

Mentioned the district / suburb name Indicated which direction they were driving (north, south, etc.) Provided general information about the city Mentioned the street name (as applicable) Pointed out landmarks as reference

3. The Guide did the following with regards to buildings / monuments / features she were talking about:

Pointed it out timeously Indicated where tourists should look e.g. in front, to the left Provided a description when required in order for tourists to identify the

building / object (e.g. building with green roof, red door) Named it correctly All of the above

4. The Guide did not provide the following essential information about the city during the tour:

a) Meaning /origin of the name

b) Origin of the city

c) Development of city since its early beginning

d) Pre-history

e) Population

f) Altitude

g) Claims to fame

h) Economical activities

All the topics were covered None of the topics were covered a, c, d, e and h b, c, e and f a, b, e, f and g

5. The Guide also pointed out and talked about the following natural features in the city:

Biomes Tree species and flowers Nature Reserves Mountains, rivers and geology All of the above

6. The Guide provided social-economical information by mentioning unemployment and literacy rate.

True False

7. The Guide provided the following socio-political information about the city: Economic empowerment Inner city upgrades Historical background on townships Programmes for housing The Guide did not mention anything.

8. What current information did the Guide provide on the tour?

a) Street name changes

b) Statistics (unemployment/literacy)

c) Death cell converted into museum

d) Road link between Freedom Park and Voortrekker monument

e) Name change of Pretoria to Tshwane

None of the above All of the above b, c and d a and e a, d and e

9. The Guide provided information about restaurants and shopping opportunities in the city.

True False

CASE STUDY 11.2.8: Pre-arrival briefing US 335796 SO2 AC1

Instructions to the facilitator/assessor: MGTMGT Watch the Video clip 11.2.8 PAB that the facilitator will show you. MGTMGT Complete the Checklist below.

The Objective is to assist you to prepare for your city tour presentation. Carefully take note of what she does right or wrong by checking the provided criteria. Write comments that you can refer to once you come to the practical session in the Workplace Guide.

MGTMGT Video Clip: Desiré Pringle’s city tour (December 2011) for her assessment (See Task 17 Workplace Guide)

Generic Checklist for driving tour Part 3: Guiding Techniques RM= Requirements met - not completed / performed in the required manner. N/A = Not applicable – the criteria is not applicable for your tour / situation.RNM= Requirements not met – not completed / performed in the required manner.N/O = Not observed – supposed to have been completed / performed but not done or not recorded on the video. The Guide communicated the following prior to arrival to the panoramic viewpoint / photo stop1. Which site/place are you approaching? Union buildings 2. Did the Guide inform the participants what was going to happen? Yes No. If your

answer was yes, what?A 15 minute photo, shopping and toilet opportunity.

3. Did the Guide provide any other specific site procedures pertaining to rules/regulations, protocol and health/safety? Yes No. If your answer was yes, what?

Watch out for oncoming traffic X The Guide should have reminded the clients that it is a provincial heritage site (since been declared a National heritage site in 2013) and to remind them of the rules applying (no removal of any object/even stone from wall, no littering). Should have also indicated that it is not allowed to enter the buildings without prior permission (in the event that someone wanted to explore and wandered off).

4. Did she mention the duration of the visit? / How much time the participants will have available on the site? Yes No. If your answer was yes, how long?

5 minutes

5. Did she indicate the meeting point? Yes No. If your answer was yes, where?Back at the vehicle

6. Did the Guide state the exact time that the participants should be back at the meeting point? (Even though the duration was given, it is also important to confirm the time that they should be back at the vehicle, on coach or other meeting point). Yes No

Even though the duration was given, it is also important to confirm the actual time that they should be back at the vehicle, on coach or other meeting point. It is also important that everyone should ensure that their watches are set on exactly the same time.

7. Did the Guide provide an orientation of the site and indicated where services where located? Yes No. If your answer was yes, what information was provided?

The Guide provided general information about the site, pointing out prominent features and indicating the location of the toilets

8. Additional notes

The statue of Madiba was not yet erected at the time of the tour but it would have been a main attraction to visit. From the Union buildings one has a beautiful panoramic view of Pretoria and the Voortrekker Monument (in the distance). If there was more time available the Guide would have pointed out the different features of the site at an appropriate point outside the vehicle, as well as prominent buildings (including the Voortrekker monument

DISCUSSION 11.2.9: City Coach Tours

Instruction to the learner MGTMGT The learners are to participate in a discussion about the general

considerations, procedures, as well as do’s and don’ts during city tours. MGTMGT They should write down important aspects that they have learned. MGTMGT Use the multiple choices below as a guide line.

1. The Guide should give the driver sufficient notice giving instructions. Take into consideration the time and space required for a driver to complete an action for example turn, stop or park. True False

2. Groups are most alert after lunch. True False

3. Standing and facing the group could be dangerous and is also illegal.

True False

4. Which one of the following statements needs to be considered when conducting a coach tour?

Be specific indicating right or left, and give a description of the building. Start talking about the specific site/attraction a little while before you get

to it. Create anticipation by …”in a few minutes time, after crossing the bridge

you will see the renowned...” Point out buildings, monuments, other features, etc. on time. All of the above.

5. The amount of information during a city tour (driving) should be adjusted according to the ….? a) Speed you are travelling at

b) The Site Inventory

c) The interest of the group

d) The traffic flow

e) The Tour operator’s instructions

All of the above a b and e a, c and d a, c and e

6. It is recommended that city-tours should not exceed ………………without a stop.

30 minutes 45 minutes 60 minutes 90 minutes 2 hours

Feedback from the learner on Module 11

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