GCSE single Award Leisure and Tourism

1. GCSE single Award Leisure and Tourism • Paper Two (60%) The nature of leisure and tourism. AQA

2. L3 Describe the impact of technology on the leisure and tourism industry. Recall – this is controlled assessment Activity 4 (12 marks from 60 available for the four pieces of CA work. Command words: • Overall in Paper Two candidates are required to show that they can: • analyse issues and problems • identify, gather and record relevant information and evidence • analyse and evaluate evidence • make reasoned judgments and present conclusions

3. L3 Describe the impact of technology on the leisure and tourism industry. Starter: Complete this table to describe the impact you think new technology may have on the leisure and tourism industry …. The best answers will give examples of NAMED industries or businesses.

4. Activity 4(12 marks) For your chosen organisation: • Research how technology or technological change has affected this organisation • Evaluate the effect of technology or technological change on this organisation. For this you may consider the following: • how the organisation has developed or changed as a result of technology or technological change. • the effect of technology or technological change on the operations of this organisation: e.g. profits, costs, employment, training, marketing.

5. L3 Describe the impact of technology on the leisure and tourism industry. • Task One: • Think-Pair-Share • Write your own definition of customer service? • Discuss with a partner and decide what your best and worst experiences were when using NAMED leisure facilities. For example: “the queue system at Gatwick was so confusing and even the check-in people sent us to the wrong place” • Write down your chosen best and worst experience in your book AND on a post-it for the board. (We will vote on the class best-worst later). • Briefly explain how you think technology could be used to improve your experience. • Copy the diagram on the next slide.

6. L3 Use personal presentation to be friendly but professional when dealing with customers. Understand the needs of customers and meet them appropriately. Customer service is looking after customers so well that they want to return. Customers come first. Use (personal) customer records to improve visitor experience. Communicate clearly with customers. Describe the impact of technology on the leisure and tourism industry. Task Two: Copy this diagram: Add examples of how (some) local leisure facilities try to achieve these C.S. objectives. The best answers will compare different industry’s ideas.

7. L3 Describe the impact of technology on the leisure and tourism industry. • Task Three: • Use pages 40-43 and pages 112-113 to research the impact of technology on the delivery of customer service at leisure facilities in Kent. • Use the four headings of the C.S. spider diagram to help you. • You may wish to make note of the information in the “Describe it” and “Remember it” boxes on page 42. • Key questions for you to evaluate: • Technology has made customer service worse for many visitors as businesses use technology to reduce the number of staff. • Technology has reduced the cost of staff in ‘behind the scenes’ offices allowing a larger proportion of staff to interact directly with visitors.

8. L3 Describe the impact of technology on the leisure and tourism industry. Plenary: How do you think technology has impacted these groups of customers? Evaluate whether you think any groups have benefited less, or even been disadvantaged, by greater use of technology in customer service delivery by leisure facilities. Be prepared to share your opinion with the class.

9. Activity 4 plan exemplar.

10. Ten rules of customer service • Never underestimate the importance of good customer service. • The customer is always right. • Always be positive and enthusiastic. • Communication must be open and honest. • A customer is satisfied when his or her needs have been met in a friendly and professional manner. • A customer is loyal when he or she has received consistently good and friendly service. • Treat each customer as an individual. • Every member of staff is responsible for effective customer service. • As a customer, expect and demand good service. • All customers are different and all customers are special.