July 25, 2024

INSTRUCTIONS TO CANDIDATES i. Maximum marks for each question are indicated in brackets ( ). ii. This paper consists of TWO sections: A and B. iii. Answer questions as per instructions in each section. iv. You are provided with a separate answer booklet. 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) 1. Tour consultants are very crucial officers in tour offices and Tour companies. Outline SIX roles they play (6marks) 2. The tour office has several departmental sections with distinct functions. Highlight FIVE reasons why it is important to have an organizational structure in a tour office. (5marks) 3. The human resource department in a tour firm considers various qualifications while recruiting new staff. Identify FOUR considerations that a tourism organization may put in place when recruiting new staff in various departments. (4marks) 4. The traveler will require some information before planning to visit any destination. Identify FOUR sources of travel information for international tourists. (4 marks) 5. Define the term tour office report as used in travel office operation. (2 marks) 6. Reports are important in the management of any organization. State THREE advantages of preparing tour office reports in a tour firm. (3 marks) 7. You have been employed as a tour office manager of Kibrus Tour Company. Identify THREE roles you will play in the company. (3 marks) 8. When starting up a new tour company in Kenya, you are required to fulfill some legal considerations. Outline THREE legal requirements needed. (3 marks) 9. A professional customer service officer is required to follow various steps in handling customer inquiries and reservations in the travel industry. Highlight SIX steps followed. (6 marks) 10. Mr. Mutembei is an entrepreneur who wishes to venture into tour operating business. Identify FOUR essential skills and qualities required to work in a tour office. (4 marks) SECTION B (60 MARKS) The candidate to answer any three questions in this section. 11. 21st-century reports show that there has been a high rise in demand of tour packages among different types of tourists globally a) Explain FIVE advantages of buying tour packages to the Travel Professional. (10 marks) b) Describe FIVE types of pre-packaged tours (10 marks) 12. Tour companies have to invest in effective communication to meet the changing customer needs, wants, and preferences towards their satisfaction. a) Discuss FIVE barriers to communication in a tour organization. (10 marks) b) Describe FIVE communication etiquette you would apply while communicating over the phone to a customer. 13. Failure to plan is planning to fail, therefore tour operators need to come up with long-term strategic plans to remain competitive in the tour business. a) Describe FIVE significances of a strategic plan for tour office management. (10 marks) b) Describe FIVE staff reward and recognition systems that may be used by travel organizations. 14. Embracement of ICT in travel agencies has highly improved the quality of service delivered to customers in recent times a). Describe FIVE services that are offered by travel agencies (10 marks) b) Explain FIVE types of global distribution systems used by travel agencies when delivering services to their customers. (10 marks)

Manage tour office operations Nov/Dec 2023 Past Paper (Level 6) – Click to view

INSTRUCTIONS i. The time allocated is THREE (3) hours ii. Attempt all questions in section A and any three questions in section B. iii. You are provided with a separate answer booklet. iv. Write your name and registration number on the answer booklet. v. Do not write on the question paper. This paper consists of three (3) printed pages Candidate should check the question paper to ascertain that all pages are printed as indicated and no questions are missing SECTION A: (40marks) 1. Define the term tourism product development (1 mark) 2. List TWO types of tourism products available in Kenya. (2 marks) 3. State the FIVE unique characteristics of tourism products. (5 marks) 4. Identify FOUR channels that a customer may use when launching complaints. (4marks) 5. Highlight THREE feedback tools that a tour company may use to acquire feedback from clients. (3 marks) 6. Outline FIVE advantages of using social media in the tourism and travel industry. (5 marks) 7. State TWO ways in which service providers can handle dissatisfied customers (2 marks) 8. Identify FOUR tools that can be used for monitoring and evaluation of tour and travel product quality standards (4 marks) 9. Outline THREE uses of tour reports in the tourism industry. (3marks) 10. Explain TWO importance of analyzing customer profiles. (4marks) 11. Outline THREE suppliers of tourism products. (3 marks) 12. List FOUR factors influencing tourism product development. (4marks) SECTION B: (60 MARKS) Answer any three questions in this section 13. Tourism organizations provide travel and tourism services to the general public on behalf of different travel suppliers in various touristic destinations. a. Describe FOUR challenges that an organization may face when adopting new technology (8 marks) b. Explain THREE advantages of air as a mode of transport. (6marks) c. State SIX different ways that a tour company may use to advertise tour products. (6marks) 14 a. Explain FIVE importance of preparation of product quality management report. (10marks) b. Describe FIVE mitigating measures to consider to address tour and travel service problems. (10marks) 15. Travel organizations offer innovative and unique products for them to attract more clients and generate income. a. Explain FIVE ways on how a tourism company may measure its performance. (10 marks) b. State FIVE components of the tourism and travel product. (10 marks) 16. Kuldip Tours has recently been experiencing low inquiries from its prospects even after investing a lot of money in marketing due to poor service delivery. a. Explain THREE importance of good customer service practice in an organization (6marks) b. Describe Six causes of risks associated with product standard delivery (6marks) c. Explain FOUR factors that would be considered when implementing change in an organization. (8marks)

Manage tour and travel product quality Nov/Dec 2023 Past Paper (Level 6) – Click to view

INSTRUCTIONS TO THE 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 three (4) 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. Define the term customer. (1 mark) 2. Distinguish between internal and external communication methods as used in a tour office. (2 marks) 3. Identify TWO contingency measures that customer service personnel in a tour office can prepare before undertaking a tour. (2 marks) 4. Outline FOUR categories of organization publics that customer service personnel should be aware of in a tour office. (4) marks) 5. Define the term risk assessment as used in tourism customer service. (1 mark) 6. Highlight THREE ways that can be used to improve communication between departments in a tour firm. (3 marks) 7. When a customer service officer is handling tour and travel contingencies, list FOUR resources the officer will require. (4 marks) 8. You have been appointed as a customer service officer in a tour firm. State FOUR ways in which you will communicate internally with the customers. (4 marks) 9. A Crisis usually happens in any organization and tour firms are not exceptional. List THREE most important components of a tourism crisis management plan. (3 marks) 10. Name THREE types of communication style a tour manager should utilize when performing their duties. (3 marks) 11. List THREE types of crises that can occur in a tour firm. (3 marks) 12. As a head of customer care in a tour firm. Highlight TWO stages of crisis management. (2 marks) 13. State TWO customer service problem-solving techniques while dealing with clients (2 marks) 14. Customer security and safety are important in travel. State TWO benefits of understanding safety and security in a tourism office. (2 marks) 15. State FOUR types of difficult customers that you are likely to encounter while working in a tour office. (4 marks) SECTION B: (60 MARKS) Answer any three questions in this section: 16. To protect an employee from work-related illness and injury and to make the workplace secure from intruders, every company should have an Environmental, Safety, and Health Policy statement. a) Explain SIX common workplace threats a tour company should prepare for and communicate to its internal and external customers. (12 marks) b) Describe FOUR safety and security issues that you would consider when planning a tour for your clients. (8 marks) 17. Preparing for the unknown and unexpected is a worthwhile exercise to keep a company lean and never overly confident of its position in the market especially in the 21st century. a) Explain FIVE ways in which a tour and travel company can do to remain relevant in the market. (10 marks) b) Outline FIVE steps in the risk management process. (5 marks) c) State FIVE steps to be followed in a contingency planning process. (5 marks) 18. An organization communicates internally and externally to their public regularly. This is especially about the emerging issues in the organization. In order to effectively communicate, it is important to understand how the communication process works. a) Describe FIVE strategies that customer care officers can use to handle tourist complaints in a tour office. (10 marks) b) Explain FIVE advantages of internal communication in a tourism organization. (10 marks) 19. Effective communication is an essential tool for building customer loyalty and company image. a) State SIX ways in which an organization can improve customer communication. (6 marks) b) Describe FOUR methods that can be used to improve external communication in an organization. (8 marks) c) Explain THREE ways of implementing external communication in a tour and travel organization. (6 marks

Manage customer service Nov/Dec 2023 Past Papers (Level 6) – Click to view

INSTRUCTIONS i. The time allocated is THREE (3) hours ii. Attempt all questions in section A and any three questions in section B. iii. You are provided with a separate answer booklet. iv. Write your name and registration number on the answer booklet. v. Do not write on the question paper. This paper consists of three (3) printed pages Candidate should check the question paper to ascertain that all pages are printed as indicated and no questions are missing SECTION A (40marks) 1. Define the term tourism product development (1 mark) 2. List TWO types of tourism products available in Kenya. (2 marks) 3. State the FIVE unique characteristics of tourism products. (5 marks) 4. Identify FOUR channels that a customer may use when launching complaints. (4marks) 5. Highlight THREE feedback tools that a tour company may use to acquire feedback from clients. (3 marks) 6. Outline FIVE advantages of using social media in the tourism and travel industry. (5 marks) 7. State TWO ways in which service providers can handle dissatisfied customers (2 marks) 8. Identify FOUR tools that can be used for monitoring and evaluation of tour and travel product quality standards (4 marks) 9. Outline THREE uses of tour reports in the tourism industry. (3marks) 10. Explain TWO importance of analyzing customer profiles. (4marks) 11. Outline THREE suppliers of tourism products. (3 marks) 12. List FOUR factors influencing tourism product development. (4marks)   SECTION B (60 MARKS) Answer any three questions in this section 13. Tourism organizations provide travel and tourism services to the general public on behalf of different travel suppliers in various touristic destinations. a. Describe FOUR challenges that an organization may face when adopting new technology (8 marks) b. Explain THREE advantages of air as a mode of transport. (6marks) c. State SIX different ways that a tour company may use to advertise tour products. (6marks) 14a. Explain FIVE importance of preparation of product quality management report. (10marks) b. Describe FIVE mitigating measures to consider to address tour and travel service problems (10marks) 15. Travel organizations offer innovative and unique products for them to attract more clients and generate income. a. Explain FIVE ways on how a tourism company may measure its performance. (10 marks) b. State FIVE components of the tourism and travel product. (10 marks 16. Kuldip Tours has recently been experiencing low inquiries from its prospects even after investing a lot of money in marketing due to poor service delivery. a. Explain THREE importance of good customer service practice in an organization (6marks) b. Describe Six causes of risks associated with product standard delivery.(6marks) c. Explain FOUR factors that would be considered when implementing change in an organization. ( 8marks)

Market tour and travel products Nov/Dec 2023 Past Paper (Level 6) – Click to view

INSTRUCTIONS 1. You have Three hours to answer all the questions. 2. Marks for each question are indicated in the brackets. 3. You will be provided with a separate answer booklet 4. This paper consists of TWO sections: A and B. This paper contains 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 the questions in this section: 1. A walk-in Customer has visited your Travel Company. He has worn the American Green Card Lottery and wishes to get some advice on the various documents that he would require for his travel to the United States of America. Highlight THREE types of Travel documents that he would require. (3marks) 2. Responding to client inquiries appropriately is crucial in maintaining good customer relations. Outline FIVE steps on how you would respond to client inquiries effectively. (5marks) 3. State FOUR ways in which you can contact suppliers for availability of services. (4marks) 4. As a professional Travel Consultant, it is important to remember that reservation documents help both the customer and service provider to ensure the reservation details are accurate and that the services are available as requested. Outline FOUR types of reservation documents. (4marks) 5. Highlight THREE methods that a customer can use to pay for services at the Airport (3marks) 6. The Travel industry is susceptible to various contingencies and unexpected events that can disrupt travel plans. a) Identify FIVE common contingencies that occur in the Travel industry. (5marks) b) Outline FIVE measures that travel consultants can employ to manage these unexpected occurrences. (5marks) 7. List THREE types of Travel accounting documents found in a Travel Agent’s office. (3marks) 8. Highlight THREE elements covered in travel package information. (3marks) 9. State THREE reasons why you should have travel reports in your Travel Company. (3marks) 10. Travel consultants are always involved in the signing of travel contracts. Highlight TWO elements of a contract. (2marks) SECTION B: (60MARKS) Answer any THREE questions in this section: 11. a ) Explain FIVE arrival procedures that a visitor will undergo on arrival at Jomo Kenyatta International Airport Nairobi- Kenya (10marks) b) Describe FIVE positive impacts of technology on Arrival procedures at the Airport. (10marks) 12. a). A Travel Operator can only survive and keep the business running if he or she can measure the level of satisfaction among his clients. This can only be achieved through obtaining feedback from clients. Describe FIVE mechanisms you can use to obtain feedback from your clients. (10marks) b) . Explain FIVE benefits for obtaining feedback in your Travel Company. (10marks) 13. a). Travel contracts exist among various players in the Travel industry such as Travel agencies, Tour operators, and Hotels. Highlight TWO types of contracts that are found in a travel and tour company. b). Analyze FOUR specific terms and conditions outlined in a Travel Contract. (8marks) c). Assess FIVE importance of travel contracts in protecting the interests of both the traveler – and Travel agent. (10marks) 14. a) Travel field staff play a crucial role in providing memorable and enriching travel experiences to customers. Highlight FIVE key responsibilities of Travel field staff. (10marks) b). Outline FIVE attributes of a qualified Travel field staff. (10marks) 15. a) Explain FIVE key components that should be included during a Travel Field staff briefing (10marks) b). Describe FIVE ways of calming down an angry customer over the phone. (10 Marks)

Manage travel service delivery Nov/Dec 2023 Past Paper  (Level 6) – Click to view

INSTRUCTIONS TO THE CANDIDATE: 1. This paper has TWO sections A and B. 2. You are provided with a separate answer booklet. 3. Marks for each question are indicated in the brackets (). 4. 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: (40MARKS) Answer All Questions in this Section 1. Identifying FOUR careers in tour operations and administration. (4marks) 2. State FIVE attributes that a tour delivery staff must possess (5Marks) 3. List THREE factors determining tourists’ choice of transport. (3Marks) 4. Highlight FOUR sources of reservation systems in a travel agency (4marks) 5. List FOUR suppliers of travel and tourism products. (4marks) 6. Outline FIVE major accounting documents found in a tour company. (5marks) 7. Discuss the THREE types of emergencies that are likely to occur while delivering tours. (3Marks) 8. Name TWO contingencies that a tour operator requires to handle unexpected emergencies in tour delivery. (2marks) 9. Highlight SIX advantages of Buying Tour Packages for Clients (6marks) 10. List FOUR types of documents found on a tour guide’s file. (4marks) SECTION B: (60MARKS) Answer any THREE questions in this section 12. a) Explain FIVE common reasons why people travel (10marks) b) Tour operators are the main engine behind the development of the package tour. Describe FIVE main functions of a tour operator. (10marks) 13. A group of Thirty Visitors from the Scandinavian region of Europe will be visiting Kenya for eight days and seven nights starting on 20th December 2023. a) Describe the check-in procedures that these clients will undergo at the Hotel where they will be staying. (10 Marks) b) Describe FIVE elements that you are going to cost for in this Tour (10 Marks) 14. a) List FOUR major different types of tour operators in the travel and tourism industry (4 Marks) b) Explain EIGHT main the duties and responsibilities for travel and tour consultants working with a travel agency (16 Marks) 15. a) State FOUR types of equipment in a first Aid kit box placed inside a safari van (4Marks) b) Explain EIGHT sources of income for a travel agency in tour delivery exercise. (16Marks)

Manage tour delivery  Nov/Dec 2023 Past Paper (Level 6) – Click to view