MODULE CODE AND NAME: TORTI502.
PROVIDE
TOURISM INFORMATION AND ADVICE
COMPETENCE: Provide Tourism Information and Advice
REQF Level: 5
Credits: 6
Number of hours 60
Sector: HOSPITALITY AND TOURISM
SUB-SECTOR: tourism
Issue date: OCTOBER 2024
PREPARED BY: KAKIRIHO DAVID
Purpose statement
This module deals with the skills and knowledge and attitude required to provide a range of
information and advice. At the end of this module, learners will be able to collect and deliver
tourism information; and provide personalized advice in effective and efficient manner in travel
and tourism industry
1
LEARNING OUTCOME 1: COLLECT TOURISM INFORMATION
I.C.1.1. Identification of the tourism scope
✓ FORMS of tourism
1) Health and wellness tourism
Health and wellness tourism refers to a type of travel where individuals seek to improve their
physical, mental, or emotional well-being through various activities and experiences.
This can include visiting destinations that offer health and wellness programs, such as:
Eg:
- Yoga retreats
- Spas or wellness resorts
- Hiking
- Meditation
- Nutrition workshops.
2) Countryside tourism
Travelers visit remote areas in order to get a taste of something simpler – often for cheaper
than anything is available in the big city.
This type of tourism is about escaping from one’s usual environment and experiencing life as
other people live it, away from the noise.
3) Business tourism
This type of tourism involves travelling to different locations to attend to MICE.
Examples:
- Attending seminars
2
- Trade fairs
- Meetings
- Conferences
4) Gastronomy tourism
Many tourists simply follow their taste buds and choose their holiday destinations based on the
things they want to eat and experiencing food preparation.
5) Sports tourism
Sports tourism is a type of tourism that involves attending sporting events or participating in
sports activities.
Examples:
- Marathons
- Golf tournaments
- International sporting competitions
6) Wildlife tourism
Wildlife tourism is a tourism that involves travelling to natural areas to observe and interact
with wildlife such as wild animals and plants.
7) Religious tourism
Religious tourism is a type of tourism that involves visiting religious sites and participating in
religious activities. This can include travelling to places of worship, such as churches, temples,
and mosques, as well as participating in religious festivals and pilgrimages.
8. Educational Tourism
3
Educational tourism is a type of tourism that involves travelling to a destination with the
primary purpose of learning something new. It is an excellent way for individuals to gain
knowledge and skills while experiencing new cultures and environments.
9. Dark Tourism
Dark tourism is a type of tourism that involves visiting places associated with death, tragedy,
and suffering. It is also known as grief tourism, black tourism, or than a tourism
10. Space Tourism
Space tourism is a relatively new type of tourism that involves commercial space travel for
recreational purposes. It has become increasingly popular in recent years, with several
companies offering different types of space tourism experiences.
Example: air ballooning
Types of Tourism
Tourism has two types and many forms based on the purpose of visit and
alternative forms of tourism. Tourism be categorized
as international and domestic tourism.
Tourism has two types and various forms. Based on the movement of people,
tourism is categorized into two kinds. These are the following:
1. International Tourism
When people visit a foreign country, it is referred to as International Tourism.
To travel to a foreign country, one needs a valid passport, visa, health documents, foreign
exchange, etc.
International tourism is divided into two types; Inbound Tourism & Outbound
Tourism.
Inbound Tourism: This refers to tourists of outside origin entering a
particular country. Traveling outside their host/native country to another
country is called inbound tourism for the country where they are traveling.
4
Outbound Tourism: This refers to tourists traveling from the country of their
origin to another country. When tourists travel to a foreign region, it is
outbound tourism for their own country because they are going outside their
country. For example, when a tourist from India travels to Japan, it is outbound
tourism for India and Inbound tourism for Japan.
2. Domestic Tourism
The tourism activity of the people within their own country is known as domestic
tourism. Traveling within the same country is easier because it does not require
formal travel documents and tedious formalities like compulsory health checks
and foreign exchange. A traveller generally does not face many language problems
or currency exchange issues in domestic tourism.
I.C.1.2. Determining Sources of information
✓ Source of tourism information
- Word of mouth
- Brochures
- Guidebooks
- Photos
- Signs
- Maps
- Information centers
- Television
- Magazines
- Newspapers
- Movies
- Books
- Media and broadcasting channels
5
I.C.1.3. Gathering tourism Information
✓ Steps of gathering tourism information
1. Define Your Objectives
What to Do: Determine what you want to achieve with your trip. Are you looking for relaxation,
adventure, cultural experiences, or something else?
Purpose: Helps narrow down the type of information you need.
2. Identify Information Sources
What to Do: Choose sources based on your needs, such as travel websites, social media, travel
guides, and local tourism offices.
Purpose: Ensures you use a variety of sources for a well-rounded view.
3. Collect General Destination Information
What to Do: Research the destination’s overall appeal, climate, safety, and local customs.
Purpose: Provides a broad understanding of the destination.
4. Research Specific Attractions and Activities
What to Do: Look into the key attractions, activities, and experiences available at the
destination.
Purpose: Helps in creating a list of must-see and must-do activities.
5. Gather Accommodation and Transportation Options
What to Do: Research hotels, resorts, rental properties, and transportation methods (flights, car
rentals, local transit).
6. Consult tourism expert:
What to do: visit tourism expert like cultural expert, flora and fauna expert, specialized toursts…
6
✓ Techniques of gathering tourism information
Here are some effective techniques for gathering tourism information:
- Online Research:
Use travel websites, blogs, and forums to gather information about destinations, attractions,
and accommodations.
- Social Media:
Explore platforms like Instagram, Facebook, and Twitter for real-time updates, reviews, and
travel experiences shared by others.
- Official Tourism Websites:
Visit the official websites of tourist boards and local government tourism departments for
accurate and comprehensive information.
- Travel Apps:
Utilize apps like TripAdvisor, Google Maps, and Yelp for reviews, recommendations, and
navigation assistance.
- Travel Guides and Magazines:
Consult travel guidebooks and magazines for curates information on destinations, attractions,
and travel tips.
- Local Tourism Offices:
Contact or visit local tourism information centers for brochures, maps, and personalized advice.
- Travel Agencies and Tour Operators:
Seek assistance from travel agencies for curated travel packages and expert recommendations.
- Reviews and Testimonials:
7
Read reviews and testimonials on travel forums, review sites, and social media to gauge the
quality of services and attractions.
- Travel Forums and Communities:
Participate in online travel forums and communities for advice and firsthand experiences from
other travelers.
- Networking and Word of Mouth:
Talk to friends, family, or colleagues who have traveled to your destination for personal
recommendations and tips.
- Documentaries and Travel Shows:
Watch travel documentaries and TV shows for visual insights into destinations and local culture.
- Academic and Research Publications:
Review academic studies and research papers for in-depth information on tourism trends and
destination specifics.
✓ Factors considered when gathering tourism Information
When gathering tourism information, several key factors are considered to ensure the data is
comprehensive, accurate, and useful. Here are some important factors:
1. Destination Characteristics:
- Attractions (natural, cultural, historical)
- Accessibility (transport options, distances)
- Accommodation (types, availability, pricing)
2. Traveler Demographics:
- Age, nationality, and cultural background
- Travel preferences (solo, family, adventure, luxury)
8
- Spending habits
3. Market Trends:
- Popular destinations and emerging trends
- Seasonal variations in travel
- Economic factors affecting travel (currency fluctuations, inflation)
4. Sustainability and Ethics:
- Environmental impact of tourism
- Community involvement and benefits
- Responsible travel practices
5. Safety and Health:
- Political stability and safety ratings
- Health advisories (disease outbreaks, health services)
- Emergency services and response
6. Cultural Considerations:
- Local customs and etiquette
- Language barriers
- Cultural festivals and events
7. Regulatory Framework:
- Visa requirements and travel restrictions
- Local laws and regulations affecting tourists
8. Technology and Innovation:
- Use of apps and platforms for information gathering (travel guides, reviews)
- Digital marketing trends in tourism
9
9. Feedback and Reviews:
- Insights from traveler reviews and testimonials
- Data from surveys and focus groups
10. Tourism Infrastructure:
- Availability of transportation (public transit, car rentals)
- Tourist information centers and resources
I.C.1.4. Analysing tourism information
✓ Steps of analyzing tourism information
To analyze tourism information effectively, we may follow these steps:
- Define Objectives: Determine the purpose of the analysis (e.g., market trends, visitor
preferences).
- Collect Data: Gather relevant data from sources such as surveys, reports, and tourism
databases.
- Organize Information: Categorize data into relevant sections (e.g., demographics, spending
habits).
- Evaluate Sources: Assess the reliability and validity of the sources used.
- Identify Patterns: Look for trends, correlations, and insights in the data.
- Compare Benchmarks: Compare findings with industry standards or competitor data.
- Interpret Results: Examine into the consequences of the findings for stakeholders.
- Make Recommendations: Suggest actionable strategies based on the analysis.
- Report Findings: Present the results in a clear and concise format
✓ Methods of analysing tourism information
- Quantitative method: this is the analyzing method where analysts use the facts and
mathematical information
10
Examples: - statistic
- Number
- Qualitative method: this is the method where an analyst use other’s opinion and thinking
Example: - survey result
- Interview result
- Personal observation results
2.1. Selection of Informational resources/materials
✓ Factors to consider when selecting Informational resources/materials
When selecting informational resources or materials, consider the following factors:
- Relevance:
Ensure the resource aligns with your specific topic or research question.
Check if it addresses the needs and interests of your target audience.
- Credibility:
Assess the authority and expertise of the author or publisher.
Look for resources from reputable and reliable sources.
- Accuracy:
Verify the correctness of the information and check for evidence or references.
Cross-check facts with other reliable sources to confirm accuracy.
- Current:
Choose resources that are up-to-date and reflect the latest information or research.
Avoid outdated materials that may not reflect current trends or developments.
- Comprehensiveness:
Select materials that provide a thorough coverage of the topic.
Ensure they include all necessary aspects and perspectives.
- Bias and Objectivity:
Evaluate if the resource presents information in a balanced and unbiased manner.
- Accessibility:
Consider if the material is available in a format that is easy to access and use (e.g.,
online, print).
Check for any restrictions or costs associated with accessing the resource.
- Format and Presentation:
Ensure the format suits your needs (e.g., academic articles, reports, multimedia).
Evaluate the clarity and organization of the content.
11
- Reputation:
Look for reviews, ratings, or endorsements from trusted professionals or institutions.
- Cost: Assess the cost of obtaining the material and consider your budget.
Look for free or low-cost resources if applicable
✓ Types of informational resources/materials
- Books.
- Journals
- Reports
- Websites
- Blogs
- Magazines
- Newspapers
- Bibliographic
- Archives
- Audio and visual materials
- Media.
- Government Publications including statistics, regulations, and policy statements.
- Conference Proceedings
2.2. Selecting channels of delivering information
✓ Channels of delivering information
- Off line channel: An offline channel refers to a method of communication or distribution
that does not rely on the internet or digital technologies. It includes traditional, physical
means of reaching and engaging with people.
Examples: Retail Stores, Print Media, Direct Mail, Events, Face-to-Face Meetings
- Online channel: An online channel refers to a method of communication or distribution
that relies on the internet and digital technologies. It encompasses various digital
platforms and tools used to reach and engage with audiences.
Examples: Websites, Email, Social Media, Blogs, Online Advertising, E-commerce Sites,
Streaming Services, Webinars and Virtual Events.
- Emerging channel: An emerging channel refers to a new or developing method of
communication or distribution that is gaining fame and acceptance.
12
These channels often influence innovative technologies or trends and are becoming
increasingly important in various fields.
Examples: TikTok, Telegram, Augmented Reality (AR) and Virtual Reality (VR), Voice
Assistants like Google Assistant, Influencer Platforms
✓ Tools used to deliver tourism information
- Websites
- Social media platforms
- Newsletters
- Campaign
- Events and webinars
- Billboards
- Broadcasting
- Magazines
I.C.2.3. Interpretation of tourism Information
✓ Techniques to interpret tourism information
- Understanding the context of the information
- Analysing the target audience for whom the information is intended.
- Encourage the active involvement of participants
- Facilitating the maximum use of the senses to experience new situations and feelings
- Encouraging people to self-discovery and actively search
- Use typical examples
- Be brief and pick to the point
- Use the convincing words and facts
LEARNING OUTCOME 3: PROVIDE PERSONALISED ADVICE
13
I.C.3.1. Identification of Traveller’s interests
✓ Types of travellers
Budget travellers
As the name suggests, budget travellers spend as little as possible when they go travelling. They
don’t have a lot of money to spend, so they try to find the cheapest flights, the cheapest
accommodation, and activities.
Backpackers
Backpackers are a part of the budget travellers, with the difference that they have so little stuff
with them that it can fit in a backpack. Backpackers, just like budget travellers, spend as little as
possible.
Luxury travellers
Luxury travellers don’t care how much money they spend on their vacation. They’ll stay in the
most luxury of accommodations, go to expensive restaurants, and if they fly, probably do so in
the business or first class.
Mid-budget
They don’t really stay in luxury accommodations, travel economy on the plane, but at the same
time won’t stay in hostels even if it would make the trip more reasonably priced.
Adventure travellers
The adventure seekers will try and do any adventure activity they can find.
Example: They might go to the Maldives to enjoy feeding sharks.
Foodies
14
If you mention to a foody that you’re going to experience food from other places.
Example: going to Naples, they’ll know that that’s where pizza is originally from and the
restaurant where you can try the best pizza.
Experience seekers
Wherever these guys go, they want to experience at least something that’s typical or special for
the destination.
These types of travellers don’t have specific types of activities that they love, just that they
want to experience the best the destination has to offer.
Cultural travellers
Cultural travellers love to enjoy learn everything about the culture of the people of the place
that they visit such as museums, galleries, and historical sites. They love engaging with locals to
learn more about the history and everything else about the location.
Religious travellers or pilgrims
These types of travellers enjoy checking out everything religious the location has, such as
churches, cathedrals, mosques, and others. Generally, religious tourists like to visit places
connected to their own religion.
Domestic travellers
Domestic travellers like to explore their own country.
International travelers
International travellers are a type of travellers that will first and foremost go abroad for their
trips. They either don’t care about their home country or leave its exploration for those times
when they can’t go abroad.
Nature travellers
15
These types of travellers spend most or even all of their vacation time in nature. They don’t
care about cities, museums, or architecture. Give them mountains, forests, or the sea!
City explorers
City explorers immerse themselves in the numerous of urban attractions instead of going hiking
in the mountains.
Business travellers
Business travellers travel because they need to do, well, business in another place. They can be
going for a meeting, just spending time at another location the company has, or pretty much
any other work-related reason.
Volunteer travellers
These are travelers who travel for volunteering purpose.
Example: Disaster relief, helping build a school.
Missionary
Missionaries go to different places to promote religion. Missionaries go into a community to
teach about religion and convert them or sometimes provide services, such as education,
literacy, social justice, health care, and economic development.
Group travellers
The group types of travellers prefer to go on a trip in a bigger group, even using organized tours
instead of planning their own trips.
Solo travellers
As opposed to group travellers, these are people who prefer travelling alone. They don’t like
being tied to someone else and their wishes but prefer being in complete control of their
journeys.
Family travellers
16
Family travellers go everywhere just with their family. They often cater their trips to what the
children will like and enjoy, but many people manage to put some adult stuff on their
itineraries as well.
Slow travelers (long stay travelers)
Slow tourists are those who spend a long time in one destination. These types of tourists like to
explore every corner and opening of the place, enjoying both popular attractions and hiden
things.
Vacationers or frequent travellers or weekenders
Frequent travellers are the types of tourists that spend every opportunity they have to go on
some trips. They use many of their weekends to go and see something new.
Nomads
Nomads are people who are not tied to one location. They often don’t have a home, instead,
they change the place they stay from time to time.
✓ Techniques of identifying Traveller’s interests and needs
Surveys and questionnaires
Customer interviews
Social media channels
Feedback and review
Personal observation
Market trends
Consult the competitors
Comparing products consumption statistics
I.C.3.2. Selection of the tour package components
17
✓ Elements of tour package
Here are the main elements:
- Transportation
- Accommodation
- Meals
- Guided Tours and Activities
- Tour Guide Services
- Travel Insurance
- Entry Fees and Permits
- Itinerary
- Customer Support
- Extra services
✓ Types of traveler’s request
Here are some common types:
- Accommodation Requests: Preferences for hotels, hostels, or vacation rentals based on
budget, location, or amenities.
- Transportation Needs: Requests for rental cars, airport transfers, or public transport
information.
- Dining Preferences: Recommendations for restaurants, local cuisine, or dietary.
- Cultural Experiences: Interest in local events, festivals, or classes (like cooking or art).
- Safety and Health Inquiries: Questions about travel advisories, vaccination
requirements, or health facilities.
- Budgeting Assistance: Help with estimating costs for the trip or finding deals and
discounts.
- Packing Advice: Suggestions on what to bring based on the destination’s climate and
activities.
18
- Travel Insurance Information: Guidance on obtaining coverage for trip cancellations,
health emergencies, or lost belongings.
- Local Etiquette and Customs: Information about cultural norms and practices to be
aware of while traveling.
✓ Factors considered when selecting the components of the tour package
- Purpose of tour
- Budget
- Accommodation
- Transportation
- Choice of destinations and attractions
- Activities at destinations
- Legal issues
- Host and guest behavior
I.C.3.3. Determining tour components suppliers
✓ Tourism suppliers
- Attractions providers
- Entertainment providers
- Adventure and recreation providers
- Ticketing system companies
- Accommodation providers
- Transportation services providers
- Food and beverage providers
- Additional service providers
- Travel documents providers
I.C.3.4. Tailoring a tour package
19
✓ Tips of tailoring a tour package
Tailoring a tour package means customizing the components of a travel itinerary to meet the
specific preferences and needs of individual travelers or groups
Adjusting activities, destinations, and schedules based on interests (e.g., adventure, culture,
relaxation).
Offering different types of lodging: (luxury hotels, budget hostels, boutique stays) to suit
varying preferences and budgets.
Providing various modes of transport:(private vehicles, public transit, bicycles) that cater to the
travelers’ comfort and convenience.
Incorporating meal options: that consider dietary restrictions, local cuisines, or specific dining
experiences.
Allowing travelers to choose from a range of activities: (tours, excursions, workshops) that
interest them most.
Offering additional services: like private guides, special events, or unique experiences that
enhance the travel experience.
Offer Personalization Options: Provide the chance for travelers to add personal touches, such
as special celebrations (birthdays, anniversaries) or unique experiences (like a private tour).
✓ Characteristics of tailored tour package
- Personalized: Custom-designed itineraries based on individual or group preferences,
interests, and travel styles.
- Flexible: Options for travelers to modify schedules, activities, and accommodations to
suit their needs, allowing for spontaneity and personal choice.
- Differentiated Accommodation Choices: A range of lodging options, from luxury hotels
to budget stays, catering to different comfort levels and financial situations.
20
- Customized Activities: Activities that align with specific interests, such as adventure
sports, cultural experiences, or relaxation, rather than a one-size-fits-all approach.
- Inclusion of authentic local experiences: such as cooking classes, guided city tours, or
community interactions, to provide a deeper connection to the destination.
- Transportation Options provided: Various modes of transportation offered, such as
private transfers, public transport, or guided tours, allowing travelers to choose what
suits them best.
- Meal Flexible: Options for dining that cater to dietary preferences and local cuisine,
enhancing the culinary experience of the trip.
- Comprehensive Support: Ongoing assistance and communication from travel planners
or guides before, during, and after the trip, ensuring a smooth experience.
- Unique Experience provided: Opportunities for travelers to engage in special activities,
events, or celebrations tailored to their interests (e.g., private tours, unique workshops).
- Feedback Incorporated: Mechanisms for gathering and incorporating traveler feedback
to continually refine and improve future tailored packages.
I.C.3.5. Advising the traveler about the tour package
✓ Basics to advise traveler
- Destinations options
- Check availability of tour package components
- Budget considerations
- Preferred activities
- Special requirements
- Booking process
- Additional services
- Group size
- Accommodation preferences
- Mode of transportation choices
- Free time activities advices
I.C.3.6. The tour package confirmation
21
✓ Steps to confirm tour package
- Review the itinerary
- Verify dates and details
- Check accommodation availability
- Confirm transportation means
- Confirm payment modes
- Review terms and conditions
- Provide confirmation documents
I.C.3.7. Assisting traveler with booking arrangements
✓ Steps involved in booking/reservation
- Receive the Booking
- Check Availability
- Compare suppliers
- Choose supplier
- Confirm Reservation Details
- Calculate the Cost
- Prepare the Confirmation Document
- Send Confirmation to the Guest
- Payment Confirmation (if applicable)
- Update Reservation System
- Follow up
I.C.3.8. Gathering traveler’s feedback
✓ Steps of gathering traveler feedback
- Define Goals
- Select Feedback Methods
- Determine Timing
- Design Feedback Tools
- Collect Data
- Analyze Data
22
- Implement Changes
- Communicate Outcomes
- Establish Ongoing Feedback
✓ Techniques to handle complaints
- Empower your agents to take action of handling complaints
- Be a good listener
- Ask the right questions
- Keep your cool and flexible
- Get facts and evidences
- Apologize (even if it’s not your fault)
- Investigate the root cause
- Control tone of voice
- Don’t waste customers’ time
- Go above and beyond the expectation
- Communicate honestly
23
