Adapted from:

Gr10 Task 1: Tourism Skills Assessment Task 2021

Scenario: 5-Star Hotel Grading and Service

This task will assess:

• The learner’s knowledge of grading of accommodation establishments
• Application of the TGCSA content to a hotel scenario
• The demonstration of 21st Century skills

Tourism CAPS Reference:

“The South African grading system for accommodation establishments” Term 1
Week 4 of the CAPS is assessed in this task

Focus skills highlighted as weaknesses from industry feedback are included for
strengthening of the CAPS. These skills are essential to enable Tourism learners to
display Customer Service Skills. Together with 21st Century skills, these skills are applied
to the Grade 10 content for the above topic.

The skills that are applied:

• Tabulating of information
• Reasoning used to link the star grading policy to hotel room infrastructure and
technology
• Problem solving skills to meet the grading standards from a hotel’s perspective
• Customer service skills in a dialogue
• Expressing critical thinking skills by giving an evaluative opinion

Included in the task are resources that should be used together with the example that is
provided. Keep in mind that learners are assessed individually. Make sure that the
Customer Service Skills article is understood and prepared before the assessment takes
place, so that learners are able to apply their knowledge.

Teacher preparation for the learner preparation session:

Prepare copies of the following per learner for individual assessment:

• The task
• Annexures for learners to complete the task

Learners use the above copies to prepare in class during the preparation session as well
as at home. During the assessment session/s the instructions and rubric must be given to
every learner. It is the learners’ responsibility to bring the prepared resources to class.

1
Gr10 Task 1: Tourism Skills Assessment Task 2021

5-Star Hotel Grading and Service

TOTAL: 50 marks
LEARNER INSTRUCTIONS

Study the scenario below and follow the instructions to complete the task within the
prescribed time limit under controlled exam conditions. You need to apply the information
gathered from the content (textbook) together with the annexures.

Scenario

Different tourists checked into a 5-star hotel during a week. The tourists mention during
and after their stay, that their expectations of the particular hotel were not met. Below is a
list that indicates the level of the facility and/or service they felt either did not meet their
expectations, of or were lacking from the 5-star accommodation.

With regard to the bedroom:

1. The chair at the desk is wobbly.
2 There is no hairdryer in the room.
3. The room is not totally dark when the curtains are closed and it disturbs proper sleep.
4. We were not satisfied with the quality of the pillows on our beds.
5. It was difficult to open the windows for fresh air in the room.

With regard to the bathroom:

6. Water is seeping through the bathroom floor.
7. We expected bathrobes to be in our room or bathroom.

Some of the tourists wanted to know if the hotel adheres to national standards in South
Africa. They threatened to complain to the Tourism Grading Council of South Africa
(TGCSA).

QUESTION 1
1.1 Design a cover page for the task.
The cover page must include the following:
• Your name and surname
• Name of your school, grade and class
• A labelled picture or image linked to the scenario of the task (3)
1.2 Develop a table of contents on page 1 for Questions 1-6 that reflects the
correct order of the sections and their corresponding page numbers. (2)
QUESTION 2
Draw the TGCSA grading plaque with the logo that may be displayed outside this
5-star graded hotel. Include all details. (4)

2
QUESTION 3
Study the TGCSA criteria (ANNEXURE C, p.9-11) and the example provided in
ANNEXURE A.

Complete ANNEXURE B by providing the following information:

3.1 Identify and match the TGCSA criteria with the guests’ complaints to
determine what the guest could expect from 5-star accommodation. Write out
the criteria in full next to the number of the complaint (1-7). (7 x 1) (7)
3.2 Provide a suggestion of what the hotel management can do to improve the
hotel room in order to meet the required standard as set out in the TGCSA
criteria. Provide an improvement suggestion for each complaint. (7 x 2) (14)
QUESTION 4
Read the dialogue (labelled A-L) between Gugu, who works at the front desk of a 5-
star hotel, and a hotel guest.

GUGU HOTEL GUEST

A: “Good day Sir. Can I help you?” B: “What a poor standard hotel you are
operating! This is not what I expected for a
5-star establishment.”
C: “I am so sorry to hear that you feel that D: “At least you are greeting me properly
way Sir.” at the front desk. Does this hotel adhere to
the national standards in South Africa?
We feel like reporting you to the TGCSA.”
E: “We are always trying our best to put the F: “I did not sleep well because of the
customer first. Are there any problems I can quality of the pillows on the bed. The
help you with?” pillows were uncomfortable.”
G: “Thank you for reporting the problem to H: “That will be great thank you. I like
us, can we send someone to your room to feather pillows. Walking on the wet floor in
change the pillows for you? It is our policy to the bathroom is also dangerous.”
have a spare pillow in every room or you can
request special-requirement pillows from our
front office.”
I: “I am sorry Sir. Can we move you to J: “I am leaving now for the day and would
another room with a well-tiled bathroom like both issues to be resolved when I return
floor? I will look if there is another room at 17:00.”
available.”
K: “Yes sir, I will check immediately if we have L: “Yes, that will be fine. As long as the
another room available and I will sort out the room is up to standard for a five-star hotel.
problem with the pillows. May we move your Here is my room key.”
luggage to another room?”

Study the information about excellent customer service in a hotel found in ANNEXURE D
(p. 12-13).

3
Critique and analyse Gugu’s responses to the hotel guest. Explain in your answer
whether you agree that Gugu’s responses show she can apply the customer care
skills listed below correctly.

Remember to use all the customer service skills in the provided resources, to show
your level of application for each of the skills.

Gugu’s responses show she:

• reacts with the correct emotional attitude.
• sees the guest’s view points as valid.
• is knowledgeable about the facilities and services that a 5-star hotel is
supposed to offer.
• understands and applies the policy accurately.
• makes the correct choices in every situation. (5 x 2) (10)
QUESTION 5
Give your opinion about the following question:

Do guests have the right to complain when they are unhappy about their hotel
rooms? Motivate your viewpoint. (4)
QUESTION 6
6.1 Include a bibliography on the last page of the task. List at least TWO different
types of resources used to complete the task, using the HARVARD method
(ANNEXURE E p.14). (2)
6.2 Presentation:
Consider the following criteria when compiling the task:
• Instructions were followed (1)
• Correct spelling and grammar usage (2)
• Overall neat impression (1)
TOTAL 50

4
Gr10 Task 1: Tourism Skills Assessment Task 2021
5-Star Hotel Grading and Service
ASSESSMENT TOOL
Name of learner: Class:
Name of school:
QUESTION 1 [5] T M
1.1 A cover page for the task was designed.
The cover page included the following:
• Learner’s name and surname✓
• Name of school, grade and class✓
• A labelled picture or image linking to the scenario of the
task was included✓ (3)
1.2 A table of contents was developed on page 1 of the task for
Questions 1-6 that reflects the correct order of the questions
✓ and their corresponding page numbers. ✓ (2)
QUESTION 2 [4] T M
A grading plaque was drawn and included the following:
• Number of stars✓
• Type of accommodation✓
• Logo of TGCSA✓
• Ownership statement✓or Grading serial number (4 x 1) (4)
QUESTION 3 [21] T M
3.1 3.2
The correct TGCSA criteria A workable solution
Complaint

selected - only that sentence suggested to the hotel - to

copied down - matches the bring the hotel room up to
1

FIRST guest expectation of the required standard for

the bedroom in the scenario ✓ this FIRST expectation✓✓ (3)
The assessment guideline The assessment guideline
Complaint

above must be followed but above must be followed

2

must refer to the SECOND but must refer to the

complaint.✓ SECOND complaint.✓✓
(3)
The assessment guideline The assessment guideline
Complaint

above must be followed but above must be followed but

3

must refer to the THIRD must refer to the THIRD

complaint.✓✓
complaint.✓ (3)
The assessment guideline The assessment guideline
Complaint

above must be followed but above must be followed but

must refer to the FOURTH must refer to the FOURTH
4

complaint.✓ complaint.✓✓
(3)
The assessment guideline The assessment guideline
Complaint

above must be followed but above must be followed but

5

must refer to the FIFTH must refer to the FIFTH

complaint.✓ complaint.✓✓
(3)
The assessment guideline The assessment guideline
Complaint

above must be followed but above must be followed but

must refer to the SIXTH must refer to the SIXTH
6

complaint.✓ complaint.✓✓ (3)

5
 The assessment guideline The assessment guideline
Complaint
above must be followed but above must be followed but
7 must refer to the SEVENTH must refer to the SEVENTH
complaint.✓ complaint.✓✓
(3)
QUESTION 4 [10] T M
The learner was able to critique and analyse the dialogue
under the following headings:
• React with the correct emotional attitude✓✓ (2)
• See the guest’s view points as valid ✓✓ (2)
• Is knowledgeable about facilities and services in the 5-star
experience (as per info) ✓✓ (2)
• Understand and apply policy – what can and cannot be
done✓✓ (2)
• Make the correct choices for every situation✓✓ (2)
QUESTION 5 [4] T M
Motivation was given about the guest’s right to mention things they
are unhappy about in their hotel rooms. ✓✓✓✓ (4)
QUESTION 6 [6] T M
6.1 A bibliography was included on the last page of the task
• Two different types of resources were given✓ (1)
• The Harvard method was used✓ (1)
6.2 Presentation:
Instructions for all questions were followed – Content page
on page 1, bibliography on last page, used a table for
Question 3 ✓ (1)
Correct spelling✓and grammar usage.✓ (2)
Creates a good overall impression. Neat.✓ (1)

GRAND TOTAL 50

EDUCATOR SIGNATURE DATE

MODERATOR SIGNATURE DATE

6
ANNEXURE A
QUESTION 3: Example of how the table must be completed:

Below is an example of a guest complaint about a 5 star hotel:

“Some of the spaces in the room were impractical, for example where the comfort chair
and lamp stand were placed.”

Use the TGCSA criteria extract and table below as a guideline to complete
QUESTION 3.

B BEDROOM APPLICABILITY PER SUB-CATEGORY

17. Spaciousness and Overall Impression 1- 2- 3- 4- 5-
star star star star star
Unrestricted access to all storage facilities within the room     
All bedrooms with sufficient space to allow guests freedom of movement around all  
furniture and fittings including sofa beds. There should be no restriction of free
movement. Doors and drawers must be able to open and close easily without having
to move furniture.
Good amount of space allowing for ease of movement and relaxation. 
Well-planned layout – quite spacious, allowing ease of movement, comfort and 
relaxation.
Well-planned layout – very spacious, allowing generous ease of movement, comfort, 
dining and relaxation

The guest complaint was about the space Always look at the last column indicating if
in the room. You must identify the criteria the TGCSA criteria applies to a 5-star
that matches the space problem. graded hotel or not.

Example of how to complete the table for the complaint:

3.1 3.2
Identify and match the TGCSA Provide a suggestion of
criteria in the resources with the what the hotel can do to
guests’ complaints so that you improve the hotel room to
can see what the guest can the required standard as set
Complaint expect from 5-star out in the criteria. Provide a
accommodation. Write out the suggestion for each
criteria in full next to the number complaint.
of the complaint (1-7).
The learners write down the The learners make a
TGCSA criteria: suggestion:
Some of the spaces in Well-planned layout – very Improve internal layout of
the room were spacious, allowing generous various spaces in the room
impractical, for example ease of movement, comfort, OR employ an interior
where the comfort chair dining and relaxation designer to improve the
and lamp stand were layout of the room. (Any one
placed of the two or another
acceptable suggestion)

7
ANNEXURE B
Name of learner: Class:
Name of school:
3.1 Identify and match the 3.2 Provide a suggestion of what
TGCSA criteria in the resources the hotel can do to improve the
QUESTION 3 with the guests’ complaints so hotel room to the required
that you can see what the guest standard as set out in the
can expect from 5-star criteria. Provide a suggestion for
accommodation. Write out the each complaint. (14)
Complaint criteria in full next to the number
of the complaint (1-7). (7)
BEDROOM
1. The chair at the
desk is wobbly.

2. There is no
hairdryer in the
room.

3. The room is not

totally dark
when the
curtains are
closed and it
disturbs proper
sleep.

4. We were not
satisfied with
the quality of
the pillows on
our beds.

5. It was difficult to
open the
windows for
fresh air in the
room.

BATHROOM
6. Water is
seeping through
the bathroom
floor.

7. We expected
bathrobes to be
in our room or
bathroom.

[21]

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ANNEXURE C
TGCSA STANDARDS FOR STAR GRADING: FOR USE WITH QUESTION 3
Adapted from TGCSA criteria found at https://www.tourismgrading.co.za/get-graded/whats-in-it-for-me/grading-criteria-3/

Read the information (TGCSA standards for star grading) for rooms and bathrooms.
B. BEDROOM APPLICABILITY PER SUB-CATEGORY
7. Beddings and Linen Hotel 1-star 2-star 3-star 4-star 5-star

Mattress protectors and pillows protectors are required to be fitted to all mattresses and pillows. ✓     
All bedding well-fitted and appropriately sized (flat sheets minimum of 6 to 8 cm overhang past the mattress depth). ✓     
All bedding must be free of stains, holes and fraying. ✓    
Fitted/ flat under-sheet and duvet cover OR fitted or flat under-sheet, top sheet, blanket and a bedspread per bed. ✓   
Fitted and flat under-sheet, a flat top sheet and duvet with duvet cover OR fitted or flat under-sheet, flat top sheet, ✓  
blanket, flat top sheet above blanket and an optional bedspread per bed.
Additional bedding available on request. ✓    
Additional blanket available in the bedroom – depending on location and time of year – hygienically sealed in a lined/ ✓ 
plastic bag.
Additional blanket, hygienically sealed in a lined/ plastic bag, available in the bathroom. ✓ 
One pillow per sleeping position with pillowcase. ✓  
Two pillows per sleeping position with pillowcase. ✓   
Additional (spare) pillow, hygienically sealed in a lined/ plastic bag, available in the bedroom. ✓ 
Additional pillows available on request. ✓     
Special-requirement pillows available on request. ✓  
8. Furniture Hotel 1-star 2-star 3-star 4-star 5-star

A bedside table or shelf, located beside all permanent sleeping positions. ✓     

One bedside table between twin beds is acceptable. ✓    
At least one chair to be provided in each room. ✓  
At least two chairs to be provided in each room. ✓ 
At least one comfortable chair/ seating position (in addition to desk/ table chair). ✓ 
One comfortable chair/ seating position per permanent sleeping position, in addition to desk/ table chair. ✓ 
Desk and/ or table with an appropriate chair and mirror above the desk/ table. ✓  
Desk and/ or table with an appropriate chair and mirror above the desk/ table. The desk space should be large ✓ 
enough to be used as both a desk and dressing table simultaneously – alternatively a separate desk and table
should be provided.

9
10. Curtains and Window Coverings Hotel 1-star 2-star 3-star 4-star 5-star
Window dressing must be large enough to draw easily and completely across the width and height of the window. ✓     
All ground floor bedrooms must provide additional privacy without restricting the natural light. ✓     
Window coverings must provide full black out. ✓  
12. Temperature Control and Ventilation Hotel 1-star 2-star 3-star 4-star 5-star

Adequate ventilation in the room. ✓     

Heating and cooling system appropriate to the levels, taking into consideration size and location of the establishment ✓     
as well as the profile of the guest.
14. Electronic Appliances Hotel 1-star 2-star 3-star 4-star 5-star
Mini-bar fridge available on request. ✓ 
Hairdryer available on request. ✓  
Hairdryer (minimum 1 600W) to be provided in each room. ✓   
Hairdryer/ hairdryer plug point located close to a mirror. ✓   
Television in each guestroom, with working remote control. When upgrading televisions owners/ operators are ✓     
encouraged to purchase smart televisions that offer on-demand/ online viewing and which are of an appropriate
size for comfortable viewing.
Flat panel, high-definition television in all rooms, with working remote control and a minimum size of 32 inches. ✓   
Television to be conveniently located and large enough for the screen to be visible from the bed. ✓     
Free-to-air channels only. ✓  
Multi-channels (minimum of 9 channels) available in each room. Channel choice should be appropriate to the ✓ 
market served.
Multi-channels (minimum of 12 channels) available in each room. Channel choice should be appropriate to the ✓ 
market served.
WiFi to be available throughout the establishment (public areas and guestrooms). Exemption allowed if there is no ✓   
signal/ service.
Telephone in each bedroom (or similar for internal, two-way communication). Note: owners/ operators are ✓     
encouraged to consider new technology for internal communication.

10
 C. BATHROOM APPLICABILITY PER SUB-CATEGORY
19. Flooring and Ceiling Hotel 1-star 2-star 3-star 4-star 5-star
An impervious surface to be provided on walls, floors and ceilings. (Impervious – not allowing fluid to seep through) ✓     
22. Towelling Hotel 1-star 2-star 3-star 4-star 5-star
Bath mat should be provided. ✓   
Towelling bath mat. ✓  
Clean, absorbent hand and bath towel provided per sleeping position. ✓   
Clean, absorbent hand towel and a large bath towel provided per sleeping position. ✓ 
Clean, absorbent hand towel, two bath sheets (or a bath towel and a bath sheet) and bathrobe provided per person ✓ 
(robe to be changed for each new guest).
Pool towels available on request. ✓     
i

11
ANNEXURE D
FOR USE WITH QUESTION 4

Inside a hotel room: tips for excellent customer service

BY DIEGO ALAMIR & JONATHAN SANDOVAL
Adapted from the Web article:
https://relate.zendesk.com/articles/inside-hospitality-customer-service-tips-
excellent-customer-service/

Hotels have a special place in the travel process. We provide guests their home
away from home. This is a responsibility that can make or break a guest’s whole
travel experience.

Here are a few tips for excellent customer service to guests.

Meet them with the right emotion / attitude

Travel can be a very stressful time. There are long queues at airports, hours spent
in small spaces, and the worry of driving on unknown streets. This means that
guests often enter a hotel being unhappy or on edge.

Hotel service must therefore focus on two things:

• Provide guests with helpful service
• Ensure guests will not be disappointed in the first place.

One of the most important (and hardest) aspects of customer service is giving the
correct emotional response to unhappy guests. Having a pleasant attitude is a
great attribute – but do not react to a guest’s frustration with joy - be sincere.

There are three parts of human emotion: positive, neutral and negative.
• A positive attitude is very helpful to interact with customers who have a positive
or neutral attitude themselves.
• When dealing with guests who are having a negative experience, a neutral
attitude is used to show that you understand how serious their concerns are.
• And a negative attitude is seldom, if ever, helpful.

How the guest sees things becomes a reality

A customer's frustration cannot always be linked to some failure on your part. How
the guest views something is often created by what they expect. It can be tempting
to explain policies and standards to guests. While this can at times help them to
understand, it also misses the point. When someone is in the middle of an
experience and feeling negative, they do not want to listen to your cold explanation
of why their feelings are not correct. The way they feel is real for them and that
needs to be dealt with.

Know your stuff

A hotel is so much more than a place to sleep. For many, it is the starting point to
a whole new world. To others, it is a safe place from the stresses of working away
from home. For some others still, it is a familiar place to stay for their favourite
events. All hotels have a responsibility to know, and be involved with, the activities
that bring people to their front doors.

12
Be involved with the community? Yes. You must know each restaurant, shopping
centre, landmark, event, concert, gathering and tour in the neighbouring area. And
anything and everything else that drives your business. These days the internet
has become useful
for recommendations and reviews, as well as support. People want to trust they
are getting correct knowledge. You must make sure you know the basics as a
good starting place for providing them that trust.

Follow-up on areas to improve on

When a guest has a request or complaint, the hotel worker needs to do as much
as possible to respond to the guest’s needs. This can be as simple as having a
robe (gown) sent to the room as quick as you can. Or swapping rooms for a guest.
Or even handing over the issue to the manager. A common error that hotel
employees make is thinking the problem is solved because they responded to the
guest. But this is just the beginning
of closing the feedback circle.

A customer who makes you aware of problems is the best form of feedback. It is
the most effective way to pinpoint areas for improvement. So, reward them! At
times a guest might have trouble with the air being too cold. Don't just send up a
repairman to fix the air conditioner unit to warmer temperatures. First, send extra
blankets (and perhaps some nice hot tea). And then follow-up with a call after the
unit is functioning. Little things will help the guest to feel valued. And of course,
inform the correct staff members of broken towel bars, dirty linen and faulty air
conditioners.

Policy ensures good service

Whether it is a huge hotel chain or a small hotel, good customer service comes
from a clear understanding of policy – what can and cannot be done for guests.

I’ve worked at hotels where the word “no” must not be used. It can be a useful trick
for creating a positive atmosphere. But sometimes refusing requests is itself part of
providing service. Just be careful not to refuse services without a valid reason. It
must rather have a purpose and meaning to find a real solution.

In closing, drop the confusion

At present hotels focus on rewards programs. And it can often confuse guests. A
customer can get one answer from the front desk and yet another from the
rewards call centre. Staff must have a good understanding of the policies and be
able to make hard judgments.
There is no single rule for all situations. Policies often provide for exceptions to the
rules. But as long as there is real respect, both for the staff and the guest, great
customer service will be the result.
GFI 9.536 [Adapted from: relate.zendesk.com]

13
ANNEXURE E
FOR USE WITH QUESTION 6.1
INFORMATION REGARDING BIBLIOGRAPHIES
When one does proper academic research and uses information and ideas from
other people one should always acknowledge the fact by making use of
referencing. We are going to encourage you to use the Harvard Referencing
System as this is used in most academic fields and at most tertiary institutions. At
university you are normally required to reference within your text, however we are
only going to request that you reference correctly in a bibliography. Below is an
example of how to write a bibliography entry for each type of source.

BOOKS:
Book with one author

Adair, J. (1988) Effective time management: How to save time and spend it
wisely, London: Pan Books.

Book with many authors

Wilson, S. (Et al). (2005) The History of Tourism to Cape Town, Cape Town:
Penguin Books.

MAGAZINE OR NEWSPAPER ARTICLE

Cumming, F. (1999) ‘Tax-free savings push’, Sunday Mail, 4 April, p. 1.

Nkomana, X. (2008) ‘Hiking the Drakensberg’, Getaway Magazine, 16 August, p.45.

OR, IF THE AUTHOR IS UNKNOWN

‘Tax-free savings push’, Sunday Mail (4 April 1999), p. 3.

INTERNET AND WEB PAGES

Article or story with an author and date

Young, C. (2001) English Heritage position statement on the Valletta

Convention, [Online], Available:
http://www.archaeol.freeuk.com/EHPostionStatement.htm [24 Aug 2019].

Article or information without an author or date

The fabulous fusion of Cape Malay Cuisine: Cape Malay Culinary Chic,
http://www.southafrica.net/za/en/articles/entry/article-southafrica.net-cape-
malay-culinary- chic [25 Jan 2020].

The date above [25 Jan 2021] is the date you accessed/downloaded the
information.

NOTE: Remember to list all the sources in alphabetic order in the

bibliography.

14