July 19, 2024

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INSTRUCTIONS I. Time allocated is 3 hours to attempt questions in sections A and B II. You are provided with a separate answer booklet. III. Marks for each question is indicated IV. Do not write on the question paper This paper consists of Three(3)printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A (40 MARKS) (In this answer all questions) 1. Planning a complete tour requires skills through product knowledge, imagination, and experience. List FOUR important factors to be considered in the itinerary planning process. (4marks) 2. When planning an itinerary, there are several pieces of information needed which are key. Outline FOUR sources of information needed in a tour company for planning an itinerary (4marks) 3. A packaged tour contains all the components of tourism, however, when costing the tour some items are not included. Highlight FOUR items not to be included when costing a tour. (4marks) 4. A tour file is opened for a group or individual clients showing detailed information on the clients and the tour arranged for them. State FIVE items to be included in a tour file at a tour office (5marks) 5. Tour companies offer various tour and travel services. Identify FOUR common services to be reserved in a tour company (4marks) 6. The main products of tour companies are tour packages which are sold to clients and are becoming popular globally in the tourism industry, outline FOUR main reasons for the popularity of package tours (4marks) 7. At the end of the tour one will write reports of every tour which will cover the entire tour. Identify FIVE factors to be considered when writing a tour report (5marks) 8. List FOUR methods that can be used by potential travelers to book for a holiday. (4marks) 9. State SIX causes of complaints by travel agency employees (6marks) SECTION B (60MARKS) Answer any THREE questions 10 . One of the most important functions of a tour operator is to prepare tour costing and pricing of package tours. a) Explain FOUR various components of a Tour and Travel Cost. (10marks) b) Explain FIVE pricing strategies that a Travel Agent can use while pricing the Travel Package. (10marks) 11. Top-performing companies understand the critical role that customer feedback plays in business. a) Explain FIVE mechanisms that a travel agency can use to collect feedback from his or her customers. (10marks) b) Describe FIVE Reasons why customer feedback is essential in your Travel and Tours Business. (10marks) 12. Transport plays a very important role in the tourism industry. It is the link between the home, destination, and accommodation, attractions, which are considered the main elements of a journey. a) Explain FIVE roles that transport plays in Travel and Tourism. (10marks) b) Discuss five factors that determine a tourist’s choice of transport. (10marks) 13. Simba Safaris Limited is a company dedicated to tourism activities like travel and tours a) Staffing is one of the functions of a human resource officer. Evaluate FOUR considerations in staff employment (8marks) b) Explain THREE benefits of staff training for Simba safaris (6marks) c) Motivation is an important tool in the tourism industry for employees. Explain THREE benefits of staff motivation (6marks)

Develop travel packages Nov/Dec 2023 Past Paper (Level 6) – Click to view

INSTRUCTIONS TO CANDIDATES 1. This paper has two sections A, and B 2. You are provided with a separate answer booklet. 3. Marks for each question are as indicated. 4. Do not write on the question paper. This paper consists of 3 printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A: (40 MARKS) Answer all questions in this section 1. Give the full meaning of the term KATA as used in the tourism industry. (2 marks) 2. Tourists require different components of tourism to make their trip an exciting experience, state TWO elements of tourism. (2 marks) 3. For a tour firm to understand the customer correctly, list FOUR ways of collecting customer feedback in a tour firm. (4 marks) 4. Highlight FOUR tourist needs and wants that tourists traveling to the world are looking for at the destinations. (4 marks) 5. The tourism industry provides products and services which make the holiday enjoyable and memorable for tourists. List FOUR characteristics of hospitality services. (4marks) 6. Highlight THREE forms of ecotourism tourism that are available in different tour destinations. (3 marks) 7. Tourism is associated with various benefits to the local community, State TWO economic benefits of tourism to the tour destinations. (4 marks) 8. State FOUR types of tour itineraries that are developed and sold by a tour firm. (4 marks) 9. Well-established tour companies use the feedback they obtain from their clients to improve their performance. List FOUR uses of tourist feedback to a tour firm. (4 marks) 10. Government agencies are key players in the tourism industry, State FIVE roles played by Kenya Wildlife Service in ensuring success of tourism business in Kenya. (5 marks) 11. Tour operators offer different types of tour proposals to potential customers. Identify THREE tour proposals offered. (3 marks) 12. Different players in the tourism industry perform different functions. List THREE functions of travel agents (3 marks) SECTION B: (60 MARKS) Candidate to answer any three questions 13. Travel agents are key players in the selling and buying of tour packages, they play a major role in linking the tourist and tourism suppliers in the tourism industry. a. Describe FOUR types of travel agents. (8 marks) b. Explain SIX sources of income to the travel agents. (12 marks) 14. Itinerary planning is a main skill that all tour entrepreneurs must utilize to effectively deliver and perform tour activities in the industry. a) Prepare a detailed itinerary for three nights in any touristic circuit of Kenya. (10 Marks) b) Describe FIVE elements of a tour that should be considered when costing the tour itinerary (10 Marks) 15. Establishing customer contacts is an essential task that any tour company must learn to gain a competitive advantage over other tour firms in the tourism business. a) Describe FIVE ways of establishing customer contacts. (10 Marks) b) Explain FIVE elements of a customer profile that tour firms should create. (10 Marks) 16. Tailor-made tour itineraries are prepared based on customer preferences and by ensuring all the important details are included in the itinerary. Tour agents can manage clients’ expectations with a more realistic view of how much can fit into each day. a) Explain FIVE steps to follow when developing a tour itinerary. (10 Marks) b) Describe FIVE roles of ICT in tourism and travel industry (10 Marks)

Develop tour packages Nov/Dec 2023 Past Paper (level 6)- Click to view

INSTRUCTIONS TO CANDIDATE 1. Time allocated: THREE (3) hours. 2. This paper has three sections A, B and C. 3. You are provided with a separate answer booklet. 4. Marks for each question are indicated in the brackets. 5. Do not write on the question paper This paper consists of SEVEN (7) printed pages. Ensure the paper has all the pages printed on each side. SECTION A: (20 MARKS) Answer all questions in this section 1. The following are functions of the front office, which one is NOT classified as a function? (1mark) A. Enquiries B. Packaging C. Reservation D. Billing 2. The guest received in a hotel reception includes all the following except? (1 mark) A. Cuisines B. Corporates C. Nonresidents D. Residents 3. The major role of travel agents in the tours and travel industry is? (1 mark) A. Deplaning tours B. Countering clients C. Organizing tours D. Guiding tourists 4. Tour offices use the following types of business correspondence, except? (1 mark) A. Forms B. Memorandum C. Press release D. Computations 5. Identify an item which is NOT included in the structure of the office correspondence. (1 mark) A. Itinerary B. Purpose C. Format D. Style 6. Which of the following is NOT a detail required when filling the guest registration cards? (1 mark) A. Guest full names B. Guest’s contact address C. Guest room number D. Guest transfer 7. Classifications of hotel rooms according to room type include the following, except? (1 mark) A. Single room B. Cabin room C. Twin room D. Triple room 8. Running a tour office operation involves the management of the following resources, except? (1 mark) A. Plans B. Finances C. Staff D. Technology 9. The following are ways of monitoring tour office operations, which one is NOT? (1 mark) A. Reports B. Lists C. Checklist D. Appraisal 10. Which of the following is NOT a stakeholder in implementing the tour office operations? (1mark) A. Trustees B. Directors C. Suppliers D. Competitors 11. How will office operations managers encourage capacity building in tour firms? (1 mark) A. Training B. Employment C. Extraction D. Consistency 12. Which among the following organizations is NOT responsible for a tour firm’s legal regulations setting (1 mark) A. KATA B. KATO C. KATI D. IATA 13. Identify the non-tourism agency among the ones listed below. (1 mark) A. UN B. UNS C. WTO D. ICAO 14. Identify the Act that is NOT used in tour office operations to refer to tourism legal issues. (1 mark) A. OST Act 2000 B. EMCA Act 1999 C. OSH Act 2007 D. TRA Act 2007 15. When selecting components of tour office SWOT analysis, which one is excluded? (1 mark) A. Opportunities B. Operations C. Strengths D. Weaknesses 16. Which item of the following is not included in a Human resource policy? (1 mark) A. Staff recruitment B. Staff induction C. Staff Compensation D. Staff completion 17. Office strategic plans do NOT include? (1 mark) A. Freehold B. Budgets C. Timelines D. Finances 18. In tour office operations, the following staff motivation strategies can be used, except? (1 mark) A. Incentives B. Salaries C. Dismissals D. Training 19. How will tour office managers carry out staff appraisals? (1 mark) A. Analyze staff performance B. Dismiss the staff C. Head hunt the staff D. Transfer the staff 20. The following are the principles of management functions that a used in tour office operations, except? (1 mark) A. Planning B. Consulting C. Controlling D. Staffing SECTION B: (40 MARKS) Attempt all questions in this section. 21. Distinguish between a travel agent and a tour operator (2 Marks) 22. Tourists can make reservations using various methods. State FOUR such methods used by tourists in making tour reservations (4 Marks) 23. Highlight FOUR types of travel agents as identified in travel office firms. (4 Marks) 24. Explain TWO different types of tour operators that tourists are likely to interact with in the travel office. (4 Marks) 25. State FOUR roles of IATA in the travel and tourism industry (4 Marks) 26. What are the four main components of tourism? (4 Marks) 27. Discuss TWO ways a tour office manager ensures compliance with legal and safety regulations in the tourism industry. (4 Marks) 28. Outline FOUR different means of external communication used in travel offices (4 Marks) 29. Elaborate FOUR stakeholders that are involved in the distribution of the tourism product (4 Marks) 30. A tourism product is a bundle of tangible and intangible elements designed and packaged to meet the specific needs and desires of tourists. Explain FOUR unique characteristics of the tourism product. (4 Marks) 31. How does a tour office manager ensure effective coordination of tour packages and itineraries (2 Marks) SECTION C: (40 MARKS) Attempt any TWO questions in this section. 32. a) Describe FIVE elements of tourism that are considered during tour costing by a travel office manager. (10 Marks) b) How does efficient tour costing contribute to customer satisfaction and trust in the tour industry. (10 Marks) 33. a) Analyze FIVE types of organizational resources that are required for the efficient and successful tour service delivery in a travel tour office. (10 Marks) b) Explain five ways of collecting customer feedback in a tour office. (10 Marks) 34. (a) Discuss FIVE factors that causes separation issues among employees in a tour travel office (10 Marks) (b) Describe FIVE attributes of a good travel office manager (10 Marks

Travel Office Operations Nov/Dec 2023 Past Paper – Click to view

INSTRUCTIONS: 1.Maximum marks for each question are indicated in brackets ( ). 2.This paper consists of three sections: a, b, and c. 3.Answer questions as per instructions in each section. 4.You are provided with a separate answer booklet. This paper consists of seven (7) printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A (20 MARKS) Answer all questions in this section: 1. Choose which one among the following is a distributor of travel products (1 mark) A. Tourist B. Tour guides C. Tour operator D. Standard Gauge Railway 2. The following are ancillary services in a tour package. Give the odd one out. (1mark) A. Luggage transportation B. Foreign exchange C. Transfers D. Theatre and event tickets 3. The popularity of package tours is accounted for by many factors. Identify one of the factors among the listed options below. (1mark) A. Direct involvement by tourists B. Convenience C. Safety and security D. Wide knowledge by tourists 4. An airside facility in an airport includes all the following except? (1mark) A. Passenger terminals B. Hangars C. Customs office D. Cargo facilities 5. A ___________ is NOT a method used to reserve a hotel room. (1mark) A. Personal visits B. Telephone C. Radio call D. Email 6. Identify an item that is excluded when costing a tour. (1 mark) A. Transport cost B. Medical cover cost C. Accommodation cost D. Attraction charges. 7. Airline companies have various services used to address the passenger needs en route to a given destination. Choose the odd one among the following services. (1mark) A. Chartered service B. Schedule service C. Couch air service D. Air taxi services 8. Identify one item that is not a type of tour package. (1mark) A. Cultural tour B. Escorted tour C. Independent tour D. Hosted tour 9. Ground operators provide all the following services in the tourism industry except? (1mark) A. Interpreters B. Local cabs travel C. Tour guides D. Reservation clerks 10. Give one circumstance under which a traveler may be denied compensation while on holiday. (1Mark) A. Accidents B. Cancellation by an airline C. Loss of luggage D. Pre-existing medical condition 11. The following are common complaints raised by guests in the housekeeping department of a hotel which one is NOT? (1 mark) A. Poor internet connectivity B. Pests and parasites C. Dirty linen D. Rude waiters 12. Identify which among the following is NOT an attribute depicted by a tour operator. (1mark) A. Cheerful B. Short temper C. Honesty D. Punctuality 13. Identify which among the following is NOT an attribute depicted by a tour operator. (1mark) A. Tour operators B. Global distribution system C. Airlines D. Tour guide 14. There are various methods of monitoring progress among employees in the tour firm. Choose the method that is NOT used in a tour firm. (1mark) A. Reports B. Appraisals C. Assessment based on set targets D. Supervision 15. Identify a component of capacity building for staff in a tour firm among the ones given below. (1mark) A. Apprenticeship B. Paying salaries C. Appraisal D. Contracting 16. Below is method of internal communication, except? (1mark) A. Staff meeting B. Memos C. Stakeholder engagements D. Fax 17. The following are the methods used to motivate employees in a travel agency except (1Mark) A. Incentives B. Pay rise C. Transfers D. Promotion 18. Which among the following is NOT a travel document (1 mark) A. Passport B. Visa C. Personal File number D. Identity card 19. Choose which one among the following is a type of travel agency (1 mark) A. Online adventure B. Dependent ventures C. Hosted ventures D. Somak Safaris 20.A form of tourism that comprises activities of residents of a given country traveling to and staying in places outside their country of residence and their usual environment is referred to as? (1mark) A. Domestic tourism B. Green tourism C. Outbound tourism D. Adventure tourism SECTION B (40 MARKS) Answer all questions in this section. 21. Explain THREE factors that may have contributed to the increased use of social media platforms to collect client feedback. (3marks) 22. Tourists use various methods of payment to pay for the services received in the different travel destinations. State FOUR benefits of using a credit card to pay for travel service (4marks) 23. Outline FOUR types of complaints that a receptionist in a hotel may receive about a hotel room. (3marks) 24. A contract is a binding agreement between two or more parties. Describe THREE contents of a valid contract between a service provider and a tourist. (6marks) 25. Name FOUR unethical behaviors that may cause conflicts between a tour driver and a tourist. (4marks) 26. Visitors are also entitled to entertainment services after long hours of visiting tourist attraction sites. State FOUR entertainment services that may be reserved by a guest in a hotel. (4marks) 27. Outline FIVE benefits a tour firm will get from using computers to store information. (5marks) 28. A tour commentary is used by tour guides during guided tours. List FOUR features of a good commentary used by a tour guide to enhance the overall guest experience. (4 marks) 29. Outline FIVE factors that a tour planner will consider when planning a travel itinerary for a tourist (5 marks) 30. Explain THREE benefits of signing a contract between a service provider and a client in the travel industry (6marks) SECTION C (40 MARKS) Answer any Two questions in this section. 31. Tour leaders are expected to be well-equipped to deliver services to their clients effectively. a. Outline FIVE attributes that tour leaders should possess to achieve this. (5marks) b. Describe FIVE skills that tour leaders are required to have to carry out their day-to-day activities effectively. (10 marks) c. Give FIVE factors that hinder their effectiveness in service delivery. (5 marks) 32. Tourist complaints are part and parcel of the normal operations of any tour firm. a. Explain FIVE benefits

Tour Delivery Nov/Dec 2023 Past Paper – Click to view

INSTRUCTIONS TO CANDIDATE You have THREE (3) hours to answer all the questions. Marks for each question are as indicated in the brackets. The paper consists of THREE sections: A, B and C. Do not write on the question paper This paper consists of SEVEN (7) printed pages. Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing. SECTION A [20 Marks] Answer all questions in this section 1. Which of the following is a potential barrier to effective communication in an organization? (1 mark) A. Clearly defined communication channels B. Transparent feedback mechanisms C. Open and honest leadership D. Language barriers 2. What is the primary goal of establishing communication standards and procedures within an organization? (1 mark) A. To limit communication to a select few individuals B. To ensure consistency and effectiveness in communication C. To increase bureaucracy within the organization D. To encourage informal and spontaneous communication 3. Define the meaning of the term “tour and travel contingencies” in the tourism industry. (1 mark) A. Unexpected challenges that can impact travel plans B. Detailed travel itineraries for tourists C. Tourist preferences and travel habits D. Weather conditions at tourist destinations 4. Identify mitigation measures in the context of tour and travel contingencies. (1 mark) A. Measures to increase tour prices B. Actions to prevent contingencies C. Strategies to deal with unexpected issues D. Promotions to attract more tourists 5. How can a tour and travel company classify resources for handling tour and travel contingencies? (1 mark) A. By geographical location B. By the availability of tour guides C. By financial and non-financial resources D. By the number of tourists in each group 6. What does “communication systems” refer to in an organizational context? (1mark) A. The process of encoding and decoding messages B. Tools and processes used for exchanging information C. The hierarchy of an organization D. The type of telecommunication devices used by employees 7. Which of the following represents a common channel of communication in the workplace? (1 mark) A. Birds chirping B. A written memo C. Smoke signals D. Personal diaries 8. In the communication process, what is the role of the receiver? (1 mark) A. Encoding the message B. Initiating the conversation C. Decoding and understanding the message D. Selecting the channel of communication 9. Among the types of communication systems, which one focuses on one-way communication from sender to receiver without immediate feedback? (1 mark) A. Intrapersonal communication B. Interpersonal communication C. Mass communication D. Face-to-face communication 10. In the development of mitigation measures for tour and travel contingencies, what is the primary goal? (1 mark) A. To create more complex tour itineraries B. To increase the cost of tour packages C. To reduce the impact of unexpected challenges D. To promote new tourist destinations 11. Which resource is essential for handling safety and security issues in the tourism industry? (1 mark) A. Legal guidelines and regulations B. Tourist preferences and habits C. Discounts on tour packages D. Cultural awareness of staff 12. When handling safety and security issues in tourism, why are legal aspects important? (1 mark) A. To promote risk-taking and adventure tourism B. To enforce strict security measures on tourists C. To ensure compliance with safety standards D. To encourage spontaneous travel decisions 13. What are “mitigation measures” in the context of safety and security in the tourism industry? (1 mark) A. Measures to increase security personnel at tourist sites B. Strategies to prevent safety and security issues C. Steps for handling natural disasters D. Promotional campaigns to attract more tourists 14. What is the primary purpose of a customer service report in an organization? (1 mark) A. To assess employee performance B. To evaluate the effectiveness of marketing campaigns C. To improve customer service and satisfaction D. To create a record of financial transactions 15. In the preparation of a customer service report, what does the “assessment” phase typically involve? (1 mark) A. Reviewing financial data B. Analyzing the performance of communication systems C. Evaluating the effectiveness of customer service efforts D. Creating promotional materials for the organization 16. When implementing recommendations found in customer service reports, what is the primary goal? (1 mark) A. To increase organizational bureaucracy B. To create more complex communication systems C. To enhance the organization’s overall performance D. To restrict the flow of information within the organization 17. When handling a customer service issue during a tour, what is the first step you should take? (1 mark) A. Ignore the issue and hope it goes away B. Listen to the customer’s concern and empathize C. Blame the customer for the problem D. Ask the customer to handle it themselves 18. How can you enhance customer satisfaction in tour and travel customer service? (1 mark) A. Provide misleading information to make the trip sound better B. Respond to inquiries slowly and inaccurately C. Offer personalized recommendations and excellent service D. Increase tour prices without notice 19. When dealing with an upset customer, what is the best approach to resolving their issue? (1mark) A. Ignore their concerns and hope they calm down B. Argue with the customer to prove them wrong C. Actively listen, acknowledge their concerns D. Offer them a free trip to make amends 20. What should you do if a customer reports a problem during a tour, and you cannot resolve it immediately? (1mark) A. Promise to resolve the issue after the tour ends B. Ignore the problem until the tour ends C. Offer the customer a refund and send them home D. Communicate and provide a temporary solution SECTION B (40mks) Answer all questions in this section 21. Effective communication is crucial in a tour firm to ensure the smooth operation of tours, Identify THREE common barriers to effective communication in an organization. (3mks) 22. State THREE importance of establishing communication standards and procedures within an organization. (3mks) 23. Contingency planning is essential to mitigate risks and ensure

Tour and Travel Customer Service Nov/Dec 2023 Past Paper – Click to view