2009 HSC Notes from the Marking Centre – Tourism
Contents
Introduction
This document has been produced for the teachers and candidates of the Stage 6 course in Tourism. It contains comments on candidate responses to the 2009 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 2009 Higher School Certificate examination, the marking guidelines and other support documents which have been developed by the Board of Studies to assist in the teaching and learning of Tourism.
Teachers and students are advised that, in December 2008, the Board of Studies approved changes to the examination specifications and assessment requirements for a number of courses. These changes will be implemented for the 2010 HSC cohort. Information on a course-by-course basis is available on the Board’s website.
General Comments
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 the course.
Candidates need to be aware that the mark allocated to the question and the answer space (where this is provided on the examination paper), are a guide to the length of the required response. A longer response will not in itself lead to higher marks. Writing far beyond the indicated space may reduce the time available for answering other questions.
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 which are not included in the glossary may be used, such as ‘design’, ‘translate’ or ‘list’.
Section II
Question 16
Better responses identified a number of negative body language signs such as hand on face, slouched, eyes not focused. They also discussed how closed/negative body language can be seen by the customer and how this affects the business. Most candidates identified body language components and related implications effectively.
Weaker responses generalised about boredom and identified only one or two body language signs. They did not analyse the diagram by drawing out or explaining the implications of poor body language.
Question 17
Better responses identified correct geographical features and attractions and named the capital cities of the various states of Australia. They also named specific man-made and natural attractions within the states as required.
Weaker responses did not identify capital cities of the states and often confused them. They also displayed scant knowledge of the states’ attractions and had little knowledge of geographical features or names of the rivers, or where the capital cities are located.
Question 18
Better responses displayed an excellent knowledge of the ways that distribution methods and pathways for both customers and colleagues can be used to inform them of a new festival in their local area. They clearly identified the benefits of each chosen channel, with some responses providing an evaluation of the chosen channels.
Weaker responses displayed a superficial knowledge of the way information could be distributed. General distribution pathways were listed without reasons. They did not differentiate between the travel industry and the general public.
Question 19
- Most candidates answered this part of the question well. They displayed knowledge of how to decode the information. Weaker responses did not recognise the code ‘WL’ as ‘waitlist’.
- Most candidates knew that the next class up was business class, but did not provide the correct code.
- This part was answered well, with most candidates providing the correct code for Darwin.
- Better responses displayed an understanding of KK and provided the correct meaning.
Generally the better responses to this question knew how to decode and encode correctly.
Question 20
Better responses specified the job role (reservations) within the tourism industry in their answer. They provided relevant examples to avoid OOS, showing that they had a good understanding of OOS.
Weaker responses gave a generalised understanding of safe work practices that did not address the question or relate to the reservation section within the tourism industry.
Question 21
- Better responses listed three or more international symbols found specifically at an airport.
Weaker responses drew pictures that were either unrecognisable or not appropriate for an airport. Some candidates could only name one or two symbols. - Better responses explained how these symbols assist people who have difficulties with language by the use of cross-cultural communication.
Weaker responses did not explain the cross-cultural communication assistance these symbols would give. - Better responses suggested a number of different and appropriate strategies such as employment of staff who have expertise in different languages, announcements in different languages and maps and brochures in different languages.
Weaker responses suggested other limited strategies that were not appropriate, not specific to an airport, or not assisting with cross-cultural communication.
Section III
Question 22
Better responses demonstrated a thorough understanding of services provided by Tourism Australia (ATC) by defining the role of the ATC and providing a range of examples of their services and functions. These responses also linked the services offered to how they benefit industry employees.
Some demonstrated a sound knowledge of a variety of services provided by the ATC but responses did not relate to or explain the relationship between the services mentioned to the benefits to the industry employees.
Weaker responses did not correctly identify the role or services provided by the ATC. Instead they wrote about the ‘tourism industry’ as a whole, mentioning different sectors within the industry. These responses then linked ‘cheap’ airfares and ‘discounts’ to industry employees.
Question 23
Better responses identified a variety of appropriate ‘tour guide’ workplaces. These responses addressed all aspects of personal presentation in a wide variety of workplaces, including OHS issues, therefore exhibiting a broad understanding of what constitutes a high level of personal presentation. They also related personal presentation to customer satisfaction.
Weaker responses provided limited reference to what constitutes personal presentation, linking them to customer satisfaction and general OHS issues. In most of these responses, candidates only described in detail one workplace in which a tour guide would work, and then briefly mentioned other workplaces.
Poor responses mentioned and/or listed a number of personal presentation issues but failed to mention OHS. These responses did not mention workplaces in which a tour guide would work, only briefly listing the jobs of a tour guide.
Question 24
Better responses to this question provided answers that were specific to Tasmania as required by the question. They recommended nature-based tourist areas, products, services and towns around Tasmania. These responses also justified their choices, using examples such as group discounts, size of group, special needs and age of the students. Some responses even mentioned age-appropriate attractions suitable for both the teachers and students alike.
While weaker responses identified some products and services, giving a general justification, others were more itinerary-based with many activities and very little information about products. Some either included non-nature based activities or targeted students outside the suggested age group.
Basic responses displayed confusion about products and services or had little understanding of a product or service. These responses showed very little knowledge of Tasmania, mentioning general nature-based activities that would be available in any state of Australia. They did not provide justification for the suggested products or services.
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NSW Government