Tourism, Travel and Events 2021 HSC exam pack

Students should:

• read the question carefully to ensure that they do not miss important components of the question
• have a clear understanding of key words in the question and recognise the intent of the question and its requirements
• use the first page of the answer booklet for an extended response to develop a plan to assist in the logical sequencing of information
• engage with what the question is asking rather than presenting a pre-prepared response
• relate to the question throughout the response rather than just at the beginning
• demonstrate knowledge and understanding of the examinable units of competency from the syllabus
• communicate ideas and information using relevant Tourism, Travel and Events Industry workplace examples and industry terminology
• be prepared to address a range of relevant Tourism, Travel and Events Industry issues
• demonstrate knowledge of employability skills relevant to various situations
• include relevant annotations when including a diagram
• present a logical and cohesive response that answers the question
• review their response to ensure that it addresses the question requirements.

Question 16

In better responses, students were able to:

• list a range of relevant security practices for Australian airports
• provide a clear and concise response
• exclude irrelevant practices, staying focused on the question.

Areas for students to improve include:

• concentrating on the question’s subject, for example, Australian airports, not aeroplanes
• understanding that a range is more than two
• providing a list as asked in the question, not a longer description.

Question 17

In better responses, students were able to:

• explain a range of strategies for sustainability, for example, strategies for power, water and consumables
• clearly explain how these work practices will impact the business in the long term
• relate to employee and employer initiatives, for example, the employer could install solar panels to reduce electricity costs or go paperless to cut down on printing and paper costs.

Areas for students to improve include:

• relating measures taken to achieve sustainable outcomes
• refraining from generic responses addressing recycling.

Question 18

In better responses, students were able to:

• indicate the main features of several types of communication, for example, verbal communication involves a sender, message and receiver. The verbal message needs to be clear and concise for it to be understood. Non-verbal communication could involve things such as written responses, signage, eye contact and general body language (a)
• provide reasons why and/or how quality customer service is an advantage to a tourism, travel and events business, for example, replying with quotes to client requests the following day. Providing quality customer service could also result in repeat business or referrals (b)
• distinguish between complaints and feedback (c)
• address the benefits to both the staff and the business in receiving complaints and feedback from customers(c).

Areas for students to improve include:

• providing a greater range of communication types with examples (a)
• identifying several positive outcomes as a result from providing quality customer service, for example, repeat business, increase in reputation, sales and profitability for the business (b)
• addressing benefits of complaints and feedback separately with relevant examples for each, for example, a benefit of complaints is that it identifies areas for improvement, and a benefit of feedback is that it highlights which staff and/or products are performing well (c).

Question 19

In better responses, students were able to:

• name the ergonomic features relating to each piece of equipment in the diagram, rather than just listing equipment (a)
• demonstrate a clear understanding of the meaning of ergonomics in the workplace and its advantages, for example, the aim is to provide maximum productivity with minimal cost. In this context, cost is expressed as the physiological or health cost to the worker. Some advantages for ergonomics in the workplace include reduced costs if someone is injured, improved productivity and quality of work (b)
• recognise the intent of the question by giving advantages for the business and the individual (b).

Areas for students to improve include:

• reading the question carefully and not just naming the equipment (a)
• providing more than one advantage to ergonomic design (b)
• relating to the workplace as well as the staff, for example, increased productivity due to less sick days (b).

Question 20

In better responses, students were able to:

• distinguish between legislation and workplace practices, for example, legislation is the process of making or enacting laws, workplace practices are processes and behaviours that people undertake in an organisation (a)
• identify more than one industry specific example for legal issues, for example, the Work Health and Safety issue of safety, involving crowd limitations at events or on group tours, and discrimination issues with accessibility for people with a disability (a)
• distinguish between ethical issues and legislation, for example, ethical issues are situations in business where a moral conflict arises and must be addressed, legislation is the process of making or enacting laws (b, c)
• identify more than one industry specific example for ethical issues, for example, airlines overbooking flights and promoting preferred products that do no suit client’s needs (b)
• clearly indicate the effect of legal and ethical issues on the tourism, travel and events industry, for example, not complying with Work Health and Safety (WHS) legislation resulting in fines, loss of licence and business closures. Ethical issues could affect the reputation, repeat business and profitability of the business (c).

Areas for students to improve include:

• demonstrating knowledge and understanding of both legal and ethical issues(a, b)
• distinguishing between ethical issues and legislation (b, c)
• providing relevant industry examples for both legal and ethical issues(a, b, c)
• reviewing response to ensure the question requirements are addressed(a,b,c).

Question 21

In better responses, students were able to:

• demonstrate knowledge and understanding of WHS signage, especially relating the colour and the meaning
• provide industry specific examples of WHS signage, for example, first aid, do not enter, fire extinguisher, wet floor sign

Areas for students to improve include:

• revising signage colour and meaning when reviewing WHS, in particular the blue mandatory signage
• having a clear understanding of the key word ‘meaning’ for each WHS signage colour
• providing relevant industry examples for each WHS signage colour.

In better responses, students were able to:

• use relevant examples of the top end and centre to demonstrate knowledge and understanding of the Northern Territory as a destination
• write content relevant for a website with the objective to attract tourists
• address each of the information headings given in the question with multiple examples
• provide an accurate range of tourist attractions relevant to the seasonal factors.

Areas for students to improve include:

• writing content relevant for a website with the objective to attract tourists, and not a general extended response on the Northern Territory
• including relevant examples of the top end and centre to demonstrate knowledge and understanding of the Northern Territory as a destination
• including relevant examples of tourism products for destinations in the Northern Territory
• knowing geographical features and their cultural significance
• correctly describing the climate and seasons
• having a clear understanding of key words in the question
• reviewing response to ensure all content requirements are being addressed.

Question 23

In better responses, students were able to:

• accurately calculate the deposit amount and identify the correct due date (a)
• explain the benefits of travel insurance, for example, a flexible schedule, cancelations and flight changes (a)
• provide the characteristics and features of a range of selling techniques relevant to tourism products, for example, suggesting suitable additional products that would exceed the client’s needs and expectations (b)
• respond to the client’s enquiry using correct industry email format, for example, date, subject, salutation, closing statement, signature, title and contact details (c)
• recognise and name the differences between the options and inclusions for transport and accommodation products
• recommend most suitable products based on client type (c).

Areas for students to improve include:

• demonstrating an understanding of how to correctly interpret information in the brochure (a,b,c)
• reviewing calculations for the deposit amount and the correct due date (a)
• improving knowledge of the benefits of travel insurance (a)
• including a range of selling techniques, for example, a range is more than 2 (b)
• showing a clear understanding and use of correct industry email format, for example, date, subject, salutation, closing statement, signature, title and contact details (c)
• demonstrating an understanding of the differences between the options and inclusions for transport and accommodation products listed on the brochure(c)
• improving knowledge of the ski destinations in Australia and the relevant city/airport industry codes, for example, OOM = Cooma (c)
• identifying and addressing the key words in the question (a,b,c).

Question 24

In better responses, students were able to:

• outline the main features of (rather than list) each key piece of information relevant to this type of event registration, for example, a charity dinner, not a night club (a)
• address all components of the question, for example, the importance of accuracy, timeliness and correct management of client records (b)
• show a good understanding of the requirements for an event briefing (c)
• use correct industry terminology, for example, bump in, Eventbrite (c)
• consider COVID safe regulations for the event, for example, QR code scans upon entry, double vaccination checks upon entry, socially distant seating arrangements and hygiene stations strategically placed around the venue (c).

Areas for students to improve include:

• addressing each key piece of information with details on the main features for this charity event registration (a)
• showing an understanding of the importance of accuracy, timeliness and correct management of client records (b)
• providing more detailed responses relating to briefing content using correct industry terminology, for example, bump in, Eventbrite (c)
• focusing on all components of an event, not just hospitality requirements (c)
• relate responses to the type of event being held, for example, a charity dinner(a,b,c)
• reviewing responses to ensure all requirements of the question are addressed (a,b,c).