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5. 2011 HSC Notes from the Marking Centre — Tourism Events

2011 Notes from the Marking Centre – Tourism and Events

Contents

• Introduction
• Section II
• Section III
• Section IV

Introduction

This document has been produced for the teachers and candidates of the Stage 6 course in Tourism and Events. It contains comments on candidate responses to the 2011 Higher School Certificate examination, indicating the quality of the responses and highlighting their relative strengths and weaknesses.

This document should be read along with the relevant syllabus, the 2011 Higher School Certificate examination, the marking guidelines and other support documents developed by the Board of Studies to assist in the teaching and learning of Tourism and Events.

General comments

In 2011, 352 candidates presented for the Higher School Certificate examination in Tourism and Events. Teachers and candidates should be aware that examiners may ask questions that address the syllabus outcomes in a manner that requires candidates to respond by integrating their knowledge, understanding and skills developed through studying this course. Candidates need to be vigilant in reading and interpreting questions correctly and in applying the syllabus outcomes and topic content. This must be developed through thorough study of the entire course, rather than focussing on discrete syllabus ‘dot points’ and associated ‘key words’.

Candidates need to be familiar with the Board’s Glossary of Key Words, which contains some terms commonly used in examination questions. However, candidates should also be aware that not all questions will start with, or contain, any key word from the glossary. Questions such as ‘how?’, ‘why?’ or ‘to what extent?’ may be asked, and verbs that are not included in the glossary may be used, such as ‘design’, ‘translate’ or ‘list’.

Section II

Question 16

1. In better responses, candidates were able to clearly articulate the difference between a region and a destination. Candidates further displayed their understanding by providing examples of each.
   
   In weaker responses, candidates could only identify a destination and were confused by the term region.
   
   
2. In better responses, candidates chose an appropriate regional town in NSW with activities suitable for the particular family structure mentioned in the question. They provided a day-to-day description (itinerary) of all activities, sites, transport and accommodation in the regional town.
   
   In weaker responses, candidates provided a list of activities or sites but did not provide an itinerary. Some candidates listed activities not appropriate for the family or activities generic to any town or city.

Question 17

1. In better responses, candidates demonstrated that they understood the difference between a new customer or a repeat customer and linked this to the importance of such recognition. They were able to identify the difference in approach to a repeat customer and the advantages of knowing their needs and wants. Candidates were also able to identify the need to explain the type of service offered, establish rapport with new customers and obtain more detailed information from them.
   
   In weaker responses, candidates tended to generalise, not identifying the important differences between repeat and new customers. These candidates tended to list points with no differentiation between either customer type.
   
   
2. In better responses, candidates included a range of benefits to a tourism or events business of good customer service. They not only identified these benefits, they outlined the implications of each benefit. These included the enhanced reputation of the business and the extra revenue that could be earned from new client bookings coming through recommendations of other clients.
   
   In weaker responses, candidates displayed a limited understanding of the potential benefits. They used general terms such as ‘good for business’ and did not link this to further revenue/profit for the company.
   
   
3. In better responses, candidates identified the parents as customers who needed to be reassured that the various needs of their unaccompanied minor would be met.
   
   In weaker responses, candidates only identified basic needs of the child, with no mention of the requirements of the parents of the unaccompanied minor.

Question 18

1. In better responses, candidates were able to describe at least two advantages and two disadvantages of using the internet as a source of information.
   
   In weaker responses, candidates provided general responses about the internet as a source of information that were unrelated to the tourism context. These responses linked the internet as a form of communication and as promotion within or of a business.
   
   
2. In better responses, candidates identified external services and related these to both diversity and customer service.
   
   In weaker responses, candidates provided internal services or were not able to link their services to diversity and customer service.
   
   
3. In better responses, candidates provided a range of strategies and used specific characteristics of Asian cultures to strengthen their responses.
   
   In weaker responses, candidates provided suggestions that were general in nature and which could apply to any customer attending a trade event.

Question 19

1. In better responses, candidates recommended a number of strategies to reduce waste and energy use, and provided specific examples of these strategies relevant to the tourism office.
   
   In weaker responses, candidates focused on one strategy to reduce both waste and energy use. Other candidates provided strategies to reduce either waste or energy use, but not both.
   
   
2. In better responses, candidates gave clear, concise descriptions of how the success of strategies could be measured. These descriptions were detailed, used a variety of methods and employed appropriate terminology.
   
   In weaker responses, candidates did not address how strategies could be measured, generally repeating generic statements about power bills and saving money.

Section III

Question 20

In better responses, candidates correctly identified and addressed relevant strategies covering the environment, economy and the increasing use of the internet. A number of strategies were outlined in a cohesive response that included examples from each area. The inclusion of the economy in a logical way demonstrated a good understanding of the tourism and events industry.

In average responses, candidates identified several issues or examples, many of these were industry specific, including environmentally sustainable tourism. The challenges recognised by these candidates were quite sound, however, many responses struggled with strategies to address economic issues or did not provide clear, strong strategies linking the three areas.

In weaker responses, candidates did not address the challenges completely or focused on one challenge and only mentioned general concerns about one or two others. These responses were often not clear about the issues and offered limited or no strategies to address the challenges. At times the basic strategy was difficult to identify and often related to issues that are generic to any industry.

Section IV

Question 21

1. In better responses, candidates related the importance of a site inspection for a range of purposes and as part of the registration process. These candidates displayed an understanding of the requirements of a large open-air field event. A wide range of examples were mentioned with some explanation.
   
   In weaker responses, candidates related a site inspection for the purpose of OH&S only, which could relate to any site, indoor or outdoor, small or large.
   
   
2. In better responses, candidates were able to explain one legal issue relevant to the particular event. They identified the legislation by name, using correct terminology while relating relevant cause and effect and the relationships between the event, the site and the overall organisation.
   
   In weaker responses, candidates made reference to OH&S without mentioning a particular issue.
   
   
3. In better responses, candidates provided valid positive and negative impacts of this concert on the local community. The candidates considered social, environmental and economic issues, used correct terminology and demonstrated a thorough understanding of each impact.
   
   In weaker responses, candidates used generalisations and limited points. They did not relate how these would affect the local community.

Question 22

1. In better responses, candidates displayed an understanding of possible fees and charges, other than those mentioned, that needed to be brought to the attention of clients specifically those travelling to a luxury Australian island. The candidates identified a wide range of these fees and charges.
   
   In weaker responses, candidates displayed limited understanding of the difference between fees and charges, and often confused them. Most of these candidates listed fees and/or charges that were either not applicable to a ‘luxury’ island destination or generic to any holiday booking.
   
   
2. In better responses, candidates were able to name one selling technique supported with relevant examples to explain how the technique could be used. These candidates also used appropriate industry terminology.
   
   In weaker responses, candidates could not name a selling technique to determine customer preferences and needs. These candidates identified a general technique of dealing with a customer.
   
   
3. In better responses, candidates identified and described a variety of skills needed in the tourism industry in order to fulfil customer needs. These candidates demonstrated a comprehensive understanding by using specific, relevant examples and linked them to the tourism workplace.
   
   In average responses, candidates demonstrated a general understanding by outlining some skills required, however they did not link these skills to situations or give specific examples.
   
   In weaker responses, candidates listed a few generic services relevant to any workplace with no reference or connection to the tourism industry.