17.2.

0T TOUR OPERATIONS

17.2.1T INTRODUCTION

17.2.1T0 Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) Explain terms used in tour operations
b) differentiate types of tours
c) describe the roles of tour operators
d) identify careers in tour operations and administration

Content

17.2.1T1 unit task 1: Explain the meaning of terms

Tourism
Tourism is a human activity that has several definitions but without a
universally accepted definition. However, in its several definitions given
there is criterion of governing these definitions of tourism.
These are:-
Movement – This must be a displacement from the normal
domicile(home or work place) to a destination (which must be away
from the point of origin)
The movement must be voluntary.
The movement must be temporary and for a maximum of 12
consecutive months.
No gainful employment at the destination.

Such definitions includes

By an Austrian economist in 1910, who defined it as, "bob total of
operators, mainly of an economic nature, which directly relate to the
entry, stay and movement of foreigners inside and outside a certain
country, city or a region."
o Hunziker and Krapf, in 1941, defined tourism as "the sum of the
phenomena and relationships arising from the travel and stay of non-
residents, insofar as they do not lead to permanent residence and are
not connected with any earning activity." In 1976 Tourism Society of
England defined it as "Tourism is the temporary, short-term movement
of people for any purpose to destination outside the places where they
normally live and work and their activities during the stay at each
destination.

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o Tourism is the entire world industry of travel, hotels, transportation and
all other components that, including promotion, serve the needs and
wants of travelers.
Tourism is a temporary and voluntary movement of a person from their
places of normal domicile to other places within their national boundary
or across the international boundaries for all other purposes other than
gainful employment
o Tourism is the study of man away from his normal habitat, of the
industry that responds to his needs and of the impacts that he and the
industry have on the hosts socio- cultural, economic and physical
environments (Jafari, 1990)
o According to the World Tourism Organization, Tourism is the sum of all
phenomena arising from interactions amongst tourists, host
governments and communities, businesses, and non-governmental
organizations, involved in the process of attracting, transporting, hosting
and managing these tourists and other visitors.

Historical background of tourism

Tourism began in the early years of 19th century. Sumerian are credited
for the early travelers because they invented wheels, Money and
writing.
This was around 400 BC.
Religious Travelers was also amongst form of travel perhaps the first
Tourist was Queen. In Africa there were no developed road and airports
the only means of travel was by animals. It was referred to as the black
or Dark Continent and so it was unsuitable for leisure. There was no
government to organize tourism. There were only clans, Kingdom etc.

In Kenya tourism was not evident until after 1890, the time of hostility
and in differences in East Africa. No tribe wanted another to cross their
land or territory. There was slavery, civil war and the only traveler
around this time was explorer and missionaries. Attractions in East
Africa existed but were under developed. During the construction of
Kenya Uganda railways the man eater of Tsavo generated negative
publicity which was worsened by tribal uprising (e.g. Nandi resistance in
Kenya)
A In Africa there were no developed road and airports the only means
of travel was by animals. It was referred to as the black or Dark
Continent and so it was unsuitable for leisure. There was no government
to organize tourism. There were only clans, Kingdom etc. After 1928
there was commercial Airline linked between East Africa and Europe.
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 The East Africa publicity was established with the aim of making the
world know the tourist destinations in E. Africa. In 1947 an international
conference was held in Nairobi to discuss Tourism in East Africa and an
association was formed known as The East Africa Tourist Travel
Association (ETTA) to look into East African tourism. In 1948 EATTA was
offered a certificate of operation (registered).

Tourist
There are numerous definitions of the term tourist however the
following are the parameters for the definition:-

a) the tourist MUST travel form normal place of residence to the

destination area
b) The stay at the destination is temporary; more than 24hrs but less
than a year
c) The travel and stay at the destination is voluntary
d) The travel and stay is done during leisure time
e) Travel for any purpose except an activity that is remunerated from
the area visited
f) The tourist will consuming tourism facilities

Some definitions of tourist include:-

 This is a temporary visitor to a point of attraction from his / her
normal place of domicile (residence) for any purpose except gainful
employment or financial gain at the destination
 Tourists are people who are "traveling to and staying in places
outside their usual environment for more than 24 hours but less than
one consecutive year for leisure, business and other purposes not
related to the exercise of an activity remunerated from within the
place visited"…World Tourism Organization Recommended

 A tourist is a person who travels out of his place of domicile for a

period of twenty four hours or more for various reasons other than
gainful occupation and uses tourist facilities available at the
destination.

Travellers
Travellers not regarded as Tourist however, they are people who move
from one place to another for any purpose

Q: ‘all tourists are travelers, but not all travelers are tourists’, discuss
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 The following should not be referred to as tourists;
o Excursionists,
o Refugees,
o Expatriates, envoys, embassy staff
o Transport crew
o Transit travelers,
o Students/aliens staying for more than a year and
immigrants.
Excursionist

Is a traveller who qualifies in all condition as a tourist except that he stays

away from their normal domicile at the point of origin.

Transients (Transit travelers)

Travelers who interrupt a planned travel journey and route due to a

mechanical breakdown, Accidents, Land transport problem etc. Usually take
more than 2hrs and less than 2 days.

Refugees
Expatriates and Guest workers

Tour

The word "tour" encompasses a broad and varied array of products, ranging
from highly structured escorted packages to a collection of independent
components that travelers’ piece together themselves

 This is any organized travel from a point of origin to a destination or point of

turn around and back to the origin. It involves activities undertaken through
transit points that can be attractions along the route taken
 This is any form of travel from place to place, with multiple features that can
be packaged and sold as a single unit a.k.a. inclusive tour package
 It is an extended journey, usually taken for pleasure, visiting places of
interest along the route

Tour operator

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A tour operator typically combines tour and travel components to create a
holiday. The most common example of a tour operator's product would be a
flight on a charter airline plus a transfer from the airport to a hotel and the
services of a local representative, all for one price.. Also, tour operators still
exercise contracting power with suppliers (airlines, hotels, other land
arrangements, cruises, etc.) and influence over other entities (tourism boards
and other government authorities) in order to create packages and special
departures for destinations otherwise difficult and expensive to visit.

Tour operators plot out entire vacations made up of somewhat structured

itineraries complete with hotels, most meals, sightseeing and admission to
attractions for one all-inclusive price. Some even include roundtrip airfare.
Vacationers usually travel in small, escorted groups.

• Creating tours packages and travel activities

• Offering these to customers through travel agencies or directly via the
Web

"A tour operator puts together a vacation, packages it and sells it to

consumers cheaper than if they put it together themselves," Murphy explains.
He estimates that by traveling on their own, the couple in Cairns, Australia was
paying rack rates, usually the most expensive price going for hotel stays. That's
the equivalent of paying whatever the sticker price is on a new car with no
deals, specials or discounts.

All the activities undertaken by a tour operator are referred to as tour

operations

Some operators specialize in popular city, beach or resort destinations. Instead

of packaging the vacations for small groups of travelers, they allow
independent travelers and families to design their own holidays by selling the
air transportation, hotel accommodations, car rental and sightseeing
components separately.

Tour operators handle tourists from the time they anticipate to travel ,during
actual travel and also provide an after sale service.

Principals

Principals are organizations that provide a service and a product, which make
up the package holiday. They are divided in three groups: Transport carriers
like, ferries, cruise lines, airlines, road transport, coaches (KQ airline)
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Accommodation providers like, hotels, and attraction site management
organizations.

Tour administration

A process of tending to or managing the affairs of some group of people or an

individual visitor who are traveling to a particular destination, participate in
tourism activities before returning to their point of origin.

Benefits of buying from a tour operator

"People have the wrong perception," about the tour operation activity. "They
think that because tour operators are the middlemen, their services will make
the tour package price higher." In most types of business, the middleman does
raise prices. But in the travel industry, the opposite is usually true.

AfriChoice Tours and Travel Ltd, which carried some tourists to Kenya last year,
is a case in point. "In Kenya, the company will give a car in peak season, with
bed and Breakfast accommodation for $50 a day,” "If you were a tourist and
try to get the same all by yourself, it is going to be very, very hard to get close
to $50."

"In Hawaii, we guarantee that no component of a Classic vacation will ever be

more expensive than booking that component directly with the airline or the
hotel or the car rental company," says Ron Letterman, of Classic Custom
Vacations. "Very often, our airline rates are 20 to 30 percent cheaper than if
you were to book directly with the airline. Our hotel rates are 10 to 20 percent
cheaper than if you booked directly with the hotel. Our car rental rates are 20
to 30 percent cheaper than if you booked the car directly. You can do it all with
one phone call, and it will be exactly the way you want."

Savings and convenience are only two of the many benefits of booking a
vacation with a tour operator. Their expertise and access also add rich
dimensions and unique experiences to a vacation dimensions and experiences
that are not readily available when you travel on your own.

Finally, assurance-or peace of mind-is another key benefit of buying your

vacation from a tour operator. "If something goes wrong on the vacation,
there is someone you can turn to.

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 Even something simple like picking a hotel you hate can become a vacation
nightmare. "You're stuck. A hotel is not going to move you to another hotel,"
says Letterman. "But we represent many hotels in a single destination. If you
booked it through an operator, you can change hotels." That type of assurance
can be a real comfort, especially in extraordinary situations. With a tour
operator, you are guaranteed you will have a reservation.

By now it should be clear that tour operators are not travel agents. However,
operators and agents do work hand in-hand as experienced travel
professionals in what is essentially a wholesaler-retailer business relationship.
"The travel agent's responsibility is to qualify the customer and to help them
narrow down their vacation choices," Letterman says. Most tour operators
work exclusively through travel agents.

17.2.1T2 Unit task 2: Differentiating the types of tours

Inclusive tour
The term inclusive tour (IT) is used to describe a commercial arrangement
where a company commonly referred to as a tour operator organizes package
holidays that include accommodation and or sightseeing in addition to
transportation. It is a tour package that bundles transportation and lodging
along with additional services such as transfers, sightseeing, museum
admissions, and so forth.

Group Tours
This involves a minimum of 15 PAX of people traveling together to qualify for
discounts, usually as family groups, a school or special interest group. They
purchase all inclusive tour packages therefore referred to as Group Inclusive
Tourism/Travel (GIT). They prefer the security of their social groups as they are
less traveled or experienced. They highly depend on intermediaries for travel
arrangements and are led by tour conductors or guides.

Independent Tours
Individual tourism
Here travel involves an individual or a family. These travelers make travel
arrangements on their own with little or no assistance from travel
intermediaries E.g. Free Individual Traveler (FIT), Backpackers and drifters.
They are confident and more experienced travelers
Dependent Tours
Tailor made/ custom designed tours

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 For travelers who want control over all elements of the tour. They work closely
with tour operators to accommodate all the individual needs. It includes
Transport, accommodation, and recreation such as entertainment
Disadvantages of custom designed tours
 Relatively expensive.
 Time consuming
 Less popular
 Low discounts to organizers
Hosted/ guided tours
Tourists travel independently but with assistance at the tour destinations by a
representative of the tour company. The inbound (ground operator) tour
operator assist them to plan activities and other tour arrangements.

The host serves as the information specialist facilitating the needs and wants
of the tour participants. Participants may arrive by air charter but once at the
destination activities are done independently not as a group. He meets the
participants at the airport briefs them and is available over the course of the
tour.
Escorted tours
Involves travelers who requires more onsite assistance and will appreciate the
benefits of a tour escort. Participants travel as a group and constantly on the
move to various destinations.. All participants use similar services and uniform
standards in all destinations. A.k.a. Group Inclusive Tours (GIT)
Escorts provide vital information throughout the tour. However at some
specific tour points step-on guides can come in handy e.g. in museums.
Group members travel together till the end of the tour for escorted tours
group itinerary comes before individual needs. NOT ideal for people seeking
flexibility and great independence.

Advantages of Buying Tour Packages for Clients

i. Time efficiency (saving) less time planning
ii. Increased security (escorted tours) all uncertainties
iii. Ease and convenience.
iv. Cost savings
v. Focused target market, takes care of needs and wants of niche markets.
Mountaineering, skiing etc.
vi. Social interaction amongst travelers is possible

Advantages to the Travel Professional

i. Profits potential (revenue base increased)
ii. Repeat business potential
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 iii. Customer relationship enhanced/ development
iv. Provide real client value.

17.2.1T3 Unit task 3: describing the role of a tour operator

Tour operators perform the following: -
1. purchase tour package components in bulk from the principals
2. put the components together in an inclusive tour package thus adding
value to the different components
3. Organizes for a complete sight seeing tour / Excursion or tourist attraction
sights.
4. They make reservations and booking hotel accommodation, car hire
services and attraction sites for clients.
5. They organize for transfers from entry points and to exit points at the
destination.
6. They organize for transportation to and at different destinations.
7. They guide visitors within the destination.
8. offer information services to clients while at the destination

The role of tour operators unlike the travel agencies who sell holiday and a
range of other travel products tour operators actually assemble the
component parts of a holiday, package holidays i.e. the means of travel,
accommodation, facilities, transfers, excursion and other services. If we
consider that the travel agents are the retailer arm of the travel business, then
the tour operators can be linked to wholesalers, since they buy in 'bulk' from
the providers of travel services, such as the hoteliers and airlines, break the
'bulk' into manageable packages and offer the finished product the inclusive
tour for sale to the travel agencies or direct to the consumer.

17.2.1T4 unit task 4: Identifying careers in tour operations and administration

 Travel agencies are travel retailers. They employ travel agents who are
middle people who make arrangements for travellers with principals
 Tour operators are wholesalers of the travel product. He/she purchases the
components of and inclusive tour package puts them together
appropriately for different clients (travellers)
 Airlines are principals who provide the necessary air transportation services
to travellers to and from as well as within destinations. Airline s employ air

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 service crew members as well as ground attendants who ensure the
delivery of the required travel services
 Hotels are principals who provide accommodation services to clients at the
destination
 Naturalists are guides in tourist attraction sites in natural settings

Evaluation
o Distinguish between a tourist and tourism
o Identify and classify any four categories of forms of tourism
o Explain any five categories of tourists
o Distinguish between escorted tours and guided tours

TOURIST CIRCUITS

17.2.2T0 Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) locate touristic circuits in Kenya
b) describe the tourist attractions in Kenya
c) explain available facilities in different circuits

17.2.2T1 Unit task 1: Locating touristic circuits in Kenya

A tourist Circuit is defined as a route on which at least three major

tourist destinations are located such that none of these are in the
same town, village or city. At the same time they are not separated
by a large distance such that a tourist would not like to cover them in
a sequence. It should have well defined entry and exit points. A
tourist who enters at the entry point should get motivated to visit all
the places identified on the circuit. The objective of having a tourist
circuit is to increase the total number of visits to all the destinations
on the circuit on one hand and to provide to the tourist the attraction
of all the destinations located on the circuit.
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 Tourist circuit is a tourist region which complete tourist resource and
facilities
Circuit (region) = complete tourist resource + facilities

Tourist Facilities - Are those resources/areas for tourist use and

specialized in providing tourist services e.g. Hotels and lodges.

Tourist Resources- Are either manmade or natural things for tourist

enjoyment and relaxation e.g. Beaches, Pools animals, national Parks.

Identification of the Circuit: The Circuit is usually identified by the

government authority, in consultation with the Government or its
other appointed authorities. While selecting the Circuit, the tourism
potential of the places included should be borne in mind. It will be
ensured that a circuit is identified for each tourist destination in the
full Plan period. A circuit could be limited to a country or it could be a
regional circuit covering more than a region.
There are several kind of classification of tourist circuits in Kenya
notably by
 Kenya Tourist Board
 Kenya Wildlife Service
 Kenya Tourism Master plan funded by JICA in 1989
However for academic purposes we will classify Kenya tourist circuits into:-
1. Coastal
2. Southern
3. South western
4. Central
5. Nairobi
6. Rift valley
7. Northern
8. Western

The factors to consider when discussing the circuits are:-

 The attraction sites within the circuit
 The accommodation facilities within the tourist circuit
 The tourist support facilities within the tourist circuit
 The accessibility channels (transport facilities and routes) within the tourist
circuit

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Tourist Circuit in Kenya

Coast Circuit
The circuit is found along the coastal strip of Kenya (in Indian Ocean and in the
coastal mainland) and the adjacent areas region including Tsavo National
Parks.
The attractions within the tourist circuit includes but not limited to:
South coast
Indian Ocean which is a common tourist attraction along the coastal strip
Shimoni caves – a historical sites famous as a store way for slaves during the
Indian Ocean slave Trade
Wasini island-(Wasini women mangrove board walk and Wasini local
community culture and economic activities like traditional fishing)
 Kisite Mpunguti National Park and Reserve
 Funzi Island
 Mijikenda kaya like Kaya Kinondo among others
 Kongoni Mosque
 Chale Island
 Jadini forest
 South Coast Beaches like Diani, Tiwi, and Shelly among others
 Shimba Hill National reserve
 Mwalungaje Elephant sanctuary
 Likoni ferry

Mombasa Island
 This is the area within the Mombasa Island
 Mama Ngina drive
 Old port
 Old town
 Kilindini Port
 The tusks
 Mwembe Tayari Statues
 Mackinon market
 Mombasa commercial/Shopping centre
 Uhuru gardens
 Fort Jesus historical monument
 Fort jesus Museum
 swahili centre
 Mombasa by night
 the Hindu Temple
 tudor creek
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  Nyali Bridge

North coast
This is the area beyond Nyali Bridge
 Kengeleni
 Dr Krapf Memorial
 Frere Market
 Kongowea Market
 Beaches like Mombasa, Nyali, Public, Giriayama, Watamu, Malindi
Among Others
 Mombasa National Marine Park and Reserve
 Bombolulu Cultural Centre
 Bamburi
 Haller Park (A Rehabilitated Quarry)
 Ngomongo Villages (A Rehabilitated Quarry)
 Mtwapa Town
 Mtwapa Prehistoric Site
 Jumba La Mtwana
 Mnarani Ruins
 Gede Ruins and Gede Museum
 Arabuko Sokoke Forests
 Kipepeo Butterfly Project (A Community Ecotourism Project)
 Kilifi Town
 Mida Creek
 Vipingo Farms (Sisal Plantations)
 Kuruwitu Community Conservancy
 Watamu Village
 Watamu Marine Park and Reserve
 Mambrui Villages
 Malinditown
 Malindi Museum
 Malindi National Marine Park and Reserve
 Vasco Da Gama Pillar
 Portuguese Chapel
 Malindi Salt Works
 Ethnic Cultural Communities Like The Following Miji Kenda Sub Tribes -
Chonyi,……
 River Sabaki Delta
 Marafa Depression (Hells Kitchen)
 Tana Delta
 Witu
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  Lamu Archipelago
 Lamu Museum
 Swahili House German Post Office
 Maulidi Festivals
 Swahili Community and Culture
 Kiunga Marine National Park and Reserve

Mainland coast
 This is the area away from the coastal strip into the mainland
 Tsavo East National Park
 Tsavo West National Park
 Voi Town
 Taita Community and Culture
 Rabai Museum
 Dodori Reserve
 Boni Reserve
 Rahole National Reserve
 Ishaq- Bin Conservancy
 Arawale Game Reserve
 Tana River Primate National Reserve
 Oromo Community and Culture

Accommodation centres in coastal tourist circuit

Lamu – It is an island and next to it are small islands.
Hotels here includes;-
Peponi Lamu Island
Petteys inn
Kiwayu Safari Lodge
Kiwayu Safari village

Malindi
Palm Tree
Club che chale
Eden Rock
Sinbad Hotel
Blue marlin
Lawfords Hotel
Silver sand

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Watamu:-
Turtle BayHotel
Watamu Beach Hotel
Ocean sport hotel
Kilifi - Mnarani Club

North Coast
Kikambara Hotel
Sun n’ Sand
Whispering Park,
Kanamai Holiday Centre
Dolphin Hotel
Serena beach Hotel
Hotel intercontinental
Malaika Hotel
Casuarina Hotel.
Neptune beach
Travellers’ beach
White sand
Ocean View
Severin Sea lodge
Palms Hotel
Reef Hotel
Bahari beach
Mombasa beach

Mombasa Islands (Non beach hotel)

Oceanic Hotel
Castle Royal Hotel
Hotel Dorse
Glory Hotel
Hotel Sapphire
Manson Hotel
Royal Court Hotel

South Coast:-
Tiwi Beach Hotel
Shelly Beach hotel
Shimba Hills Lodge
Jadini Beach Resort
Diani Beach Spa and Resort
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Diani Reef Resort
Golden beach
African sea lodge
Trade winds
Safari beach
Two fishes

Southern tourist circuit

 Tsavo East & West National Park
 Shetani caves and Shetani Lava Flow
 Leviathan lava tube
 Cyulu Hills National Park
 Chulu Hills
 Amboseli National park
 Mt. Kilimanjaro
 Taita taveta town
 Kamba community and culture
 Taveta community and culture
 Maasai Community and culture
 Namanga town
 Serengeti Plains


 Accommodation in southern tourist circuit

OL Tukai lodge
Tortilis Camp
Amboseli Serena Lodge
Amboseli Sopa Lodge
Ol Kanjau camp
Finch Hattons
Voyager Ziwani Safari Camp
Severin Safari Camp
Ol Donyo Wuas
Tsavo Mashariki Camp
Kilaguni Serena Safari Lodge
Voi Wildlife Lodge
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Ngulia Safari Lodge l
Voi Safari Lodge
Ashnil Aruba Lodge
Kilalinda Lodge - Lodges
Man Eaters Camp

Central tourist Circuit

 Aberdare National Park
Nyandarua escarpment
 Mt. Kenya National Park
 Mt. Kenya
Oldonyo Sabuk National Park
 Thika town
 Chania falls
 Cirio-delmonte Pine apple Plantations
 Sout and north Kitui national reserves
 Mwea national reserve
 Seven folks HEP stations
 Mukurwe wa Gathanga
 Boden Powells grave
 Solio ranch
 Laikipia ranch
 Thompson Falls
 Sweet Waters Chimpanzee Sanctuary
 Kikuyu community and culture

Accommodations centres in central tourist circuit

Elsa Kopje camp
Serena Mountain Lodge
Sweetwaters Tented Camp
The Ark Lodge
Treetops Hotel
Sangare Tented Camp
Leopard Rock Lodge
Ol Pejeta House

Kicheche Laikipia Camp

Loisaba Wilderness Lodges
Sabuk Lodge and Fly Camp
Maralal Safari Lodge
Borana Lodge
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Lewa Safari Camp
Lewa Wilderness
Sarara - Camps
Ol Malo Lodge
Kitich Camp

Northern tourist circuit

 Samburu Game reserve
Buffalo springs
 Shaba National Reserve
 Isiolo town
 Samburu culture
 Somali community and culture
 Rendille community and Culture
 Marsabit National Park and reserve
 Mt. Marsabit
 Meru National Park
 Bisanadi national reserve
 Kora national Reserve
 Malka Mari national reserve

Accommodations centres in Northern Tourist circuit

Sarova Shaba Lodge

Larsens Tented Camp
Samburu Serena Safari Lodge
Samburu Sopa Lodge
Samburu Game Lodge
Samburu Intrepids Camp
Joys Camp
Elephant Bedroom Camp
Sasaab - Camps
Saruni Samburu - Lodges

Rift Valley Tourist Circuit

 Sibiloi archeological site
 Sibiloi Natioanl Park
 Northern Island
 Central Island
 Southern Island
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  Lake Turkana
 Koobi Fora arheological site
 Fort Ternan
 Turkana Community and Culture
 L. Baringo National Reserve and its Island
 L. Bogoria National Reserve
 Kalenjin Community and culture
 Kariandusi prehistoric site
 L. Nakuru National Park
 Menengi Crater
 Lake Elementaita
 Lake Naivasha and the crescent Island
 Naivasha Horticultural Farms
 Mt. Longonot National park
 Hells Gate National Park
L. Magadi
 Olorgesailie prehistoric site
Eldoret town
 Sirikwa historical site

Accommodations centres in Rift valley Tourist circuit

Lake Nakuru Lodge - Lodges
Sarova Lion Hill Game Lodge
Flamingo Hill Camp - Camps
Mbweha Camp
Crater Lake Lodge Naivasha
Elementaita Country Lodge
Samatian Island Lodge
Lakira Camp - Camps
Lake Naivasha Simba Lodge - Lodges
Sunbird Lodge - Lodges
Lake Elementaita Lodge - Lodges
Lake Bogoria Spa Resort - 4 Star Hotel
Lake Baringo Club - 4 Star Hotel
Lake Naivasha Country Club - 4 Star Hotel
Great Rift Valley Lodge and Resorts - Lodges
Loldia House - Lodges
Lake Naivasha Sopa Resort - Lodges
Chui Lodge - Lodges Kiangazi House - Lodges
Merica Hotel - 4 Star Hotel

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South Western Tourist Circuit
 Maasai mara game reserve
 Maasai community and culture
 Narok Town
 Mau Escarpment

Accommodations centres in South western tourist Circuit

Basecamp Masai Mara
Mara Explorer - Camps
Mara Springs Safari Camp
Governors IL Moran Camp
Governors Private Camp
Governors Bush Camp
Rekero Camp
Film Safaris Camp
Mara West Camp
Salas Camp
Royal Mara Safari Lodge
Ngerende Island Lodge
Impiripiri Camp
Siana Springs Camp
Sarova Mara Game Camp
Keekorok Lodge
Kichwa Tembo Tented Camp
Little Governors Camp
Mpata Safari Club
Cottars 1920s Safari Camp
Richards Camp
Elephant Pepper Camp
Saruni Campi ya Tembo
Saruni Cottages
Mara Intrepids Camp
Mara Safari Club
Ilkeliani Luxury Tented Camp
Mara Serena Safari Lodge
Mara Simba Lodge
Mara Bushtops
Mara Sopa Lodge
Tiplikwani Mara Camp
Ol Seki Mara Camp

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Kicheche Camp
Governors Main Camp

Western Tourist Circuit

 Lake Victoria and its associated Isllands (Rusinga, Takawili and Ndeere)
 Mt. Elgon National Park
Lambwe valley
 Thimlich Ohinga
 The crying stone
 Kit Mikai
Ruma National Park
Kisumu town
 Kisumu Museum
 Luo community and culture
 Luhya community and culture
 Kitale Museum
 Kisii community and culture
 Kisii soap stone carvings
 Kakamega forest
 Saiwa swamp national park
 Nasorot National reserve

Accommodations centres in Western Tourist circuit

Golf Hotel Kakamega
Rondo Retreat Centre
Kiboko Bay Resort
Sirikwa Hotel
Rusinga Island Lodge
Mfangano Island Camp
Kericho Tea Hotel
Imperial Hotel Kisumu
Kisumu Sunset Hotel

Nairobi Tourist Circuit

 This is the ere within Nairobi Province
 Nairobi National Park
Nairobi safari walk
 Bomas of Kenya
Karen golf Club
 Karen Blixen Museum
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  Ngong Hills
 Karura Forest
 Nairobi Town
 City market
 Jevanjee Garden
 Uhuru Park
 City Park
 National Archives
 Gymkhana sport centre
 Fairmont Nairobi Hotel
 Kariokor Market
 Nairobi Museum
 Nairobi arboretum
 Railway Museum
 Nairobi casinos like
 Carnivore
 Kimathi statue
 Kenyatta Confeence centre
 Jasarani Sports Centre
 Nyayo National Stadium

Accommodation centres in Nairobi

Holiday Inn Nairobi

Sarova Stanley Hotel Nairobi

Hilton Hotel Nairobi Sarova Panafric Hotel Nairobi

Safari Park Hotel Nairobi

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 Tribe The Village Market Hotel
Nairobi

Nairobi Safari Club Hotel

Jamiat Hotel Nairobi

Intercontinental Hotel Nairobi

Windsor Golf Hotel & Country
Club Nairobi
Panari Hotel Nairobi

Nairobi Serena Hotel

Hotel La Mada Nairobi

Fairmont The Norfolk Hotel

Nairobi Sixeighty Hotel Nairobi

Laico Regency Nairobi Hotel Hill Park Hotel Nairobi

Jacaranda Hotel Nairobi

Boulevard Hotel Nairobi

680 Hotel Nairobi

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17.2.2T2 Unit task 2: identifying tourist Attractions

A tourist attraction is a place of interest where tourists visit, typically for its
inherent or exhibited cultural value, historical significance, natural or built
beauty, or amusement opportunities.
A physical or cultural feature of a particular place that individual travellers or
tourists perceive as capable of meeting one or more of their specific leisure-
related needs, - Such features may be ambient in nature (e.g. climate, culture,
vegetation or scenery), or they may be specific to a location, such as a theatre
performance, a museum or a waterfall.

Types of Tourist Attractions

There are basically two types of tourist attractions:

• Built attractions which are man made in nature

• Natural Attractions which are inherited from mother nature

They can further be classified as

 Cultural-Historical, archeological sites, Monuments, museums, industrial,
Cuisine, theater etc
 Natural- Flora, fauna, landscapes etc
 Events- Festivals, community, religious and sport events, Corporate and
tradeshows etc
 Recreation- Sightseeing, golf, camping, hiking, snow sports
 Entertainment- Amusement/theme parks, shopping, casinos etc

These can further be divided into:

(a) Man made attractions which are physical structures or events

(b) Natural attractions which are physical phenomena deemed unusual

and /or beautiful (Bungle Bungles).

(c) Secondary attractions that have tourist appeal, but are not the
primary reason for visiting a location.

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 (d) A negative attraction is an attribute of an area that tends to make
some customer or market choose not to visit as for example pollution
or crime.

17.2.2T3 Unit task 3: Identify tourist facilities available in different circuits

Transportation facilities
o Tourist Gate ways (Entry and exit points)
o Airlines
o Railway companies
o Car hire companies
o Cruise companies

Transport network

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Accommodation providers
 Hotels
 Lodges
 Camps
 Cottages
 Apartments
 Banda’s
 Guest houses
 Restaurants
 motels

Tourist attractions

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  Scenic landscapes
 Wildlife conservation areas
 Culture
 Historical
 archeological
 events
 business
 religious
 recreation
Other tourist support services
 Travel intermediaries ( tour operators and travel agents)
 Guiding services
 Tourist information services
 Travel insurance providers
 Medical services
 Security services
 Financial and banking services
 Shopping services
 Secretarial services
 Communication service providers

Evaluation questions

a) Identify the tourist circuits in Kenya

b) Explain the facilities that are important to tourists at the
destination
c) Classify the different tourists attractions in Kenya
d) Discuss one major tourist attraction in Kenya under the following
 Nature
 Location
 Importance as an attraction
 Visitation
 development

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17.2.1P3

17.2.4T ACCOMMODATION AND AMENITIES

THEORY

17.2.4T0 Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) highlight types of accommodations
b) identify location, size and class of accommodation
c) list facilities in accommodation
d) explain ownership of accommodation facilities
e) explain the tariffs in accommodation

Content

17.2.4T1 Unit task 1: Highlighting the types, location and size of

accommodation
 Commercial Hotels/Downtown Hotels- They are situated in the
city centre or in a big town and also in suburbs of economically or
politically important cities. They cater for internationally oriented
business men and women and most of them offer facilities for
seminars, conferences and convections in addition to basic
accommodation and catering facilities.
 Resort Hotels- These are hotels Situated in attractive tourist
spots. They cater for holiday makers with a lot of time for
relaxation.
 Residential Hotels/ apartments- These originated from North
America. They have self contained rooms usually for guests who
wish to be in a place with a homely feeling e.g. fair view hotel
 Country club/hotels- These are situated away fro the city centers.
They target people seeking peace, quietness and fresh air. In most
cases membership is expected for clubs e.g. Mount Kenya Safari

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 Club,, Aberdares Country club, Kakamega Golf Hotel and Kericho
Tea Hotel
 Game lodges and tented camps-These are situated in the national
reserves and parks, where general attraction is game. The average
length of stay is short and the movement outside the facilities is
limited. eg….
 Budget hotels (wananchi hotels)- These are mainly boarding and
lodging establishments found in the cities and small towns
catering for average citizens or budget tourists e.g…….
 Motels; These are situated along major highways/ motorways.
They mainly cater for motorists e.g. Wida highway hotel, Stem
Hotel, Midland hotel in Nakuru, Tsavo Inn at Mtito Andei
 Floating hotels; These are hotels that are surrounded all round by
water. E.g. Burj el Arab in Dubai. The term is also used to refer to
cruise ships (cities on the move)
 Transit hotels; They are used by people transiting a country.
These are mainly located at the air port (Airpotels). E.g.. Hilton
international at London Heathrow Airport
 Villas
 Cottages
 Condominiums/time share resort
 apartments
17.2.4T2 Unit task 2: Identifying class of accommodation
Classification of hotels
Hotels are classified using three systems; these are,
1. Stars/ rosette
2. Alphabetical
3. Numerical.
Stars Alphabetical Numerical
***** A Deluxe luxury
**** B First class
*** C Second class
** D Third class
* E Forth class

Reasons why hotels are classified

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 To determine and control hotel tariffs (rate of the price) as it varies from
one class to another.
 For control of hotel taxation
 To ensure that the standards of the hotel are maintained
 To create healthy competition amongst hotels
 To serve as a guide for developers on the facilities required for a certain
class of hotel
 Classification aids the marketing of hotel products/
o The Hotel and Restaurants Authority under the ministry of tourism is
responsible for classifying hotels and restaurants in Kenya.

Criteria for hotel classification

 Location of the building (size, environment, design and architecture,
capacity and facilities).
 The lobby, lounge and waiting area they check;
 Size of lobby in relation to hotel
 Furniture and decoration
 Temperature regulation/ventilations
 Material used for the walls and floors
 Telephone facilities
 Staff size, training and reception.
 conference facilities:- classified into
 Function Rooms, Banquet rooms, equipments, reprography
 Restaurant
 The number of restaurant, cuisines and facilities
 Serving equipments e.g. cutleries
 Qualification of the staff
 Bars
 Number of bars in relation to the size of the hotel
 Equipments provided e.g. the seats, ashtray.
 guest rooms
 Size of the room and temperature regulation
o Mini bar and literature
o entertainment and room meal service
o Suppliers in the room e.g. drinking water, ash trays, candles e.t.c
 Audiovisual both in the room and in the waiting room
 Laundry services and change of linen

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 The kitchen they consider
o Size of the kitchen in relation to the hotel
o Organization, how the staff coordinate
o Fume extraction system
o Waste disposal system
o Drainage system
o Storage facilities
o Staff training

One Star Hotels

Hotels in this classification are likely to be small and independently
owned, with a family atmosphere. Services may be provided by the
owner and family on an informal basis. There may be a limited range of
facilities and meals may be fairly simple. Lunch, for example, may not be
served. Some bedrooms may not have en suite bath/shower rooms.
Maintenance, cleanliness and comfort should, however, always be of an
acceptable standard.
Two Star Hotels
In this classification hotels will typically be small to medium sized and
offer more extensive facilities than at the one star level. Some business
hotels come into the two star classification and guests can expect
comfortable, well equipped, overnight accommodation, usually with an
en-suite bath/shower room. Reception and other staff will aim for a
more professional presentation than at the one star level, and offer a
wider range of straightforward services, including food and drink.
Three Star Hotels
At this level, hotels are usually of a size to support higher staffing levels,
and a significantly greater quality and range of facilities than at the
lower star classifications. Reception and the other public rooms will be
more spacious and the restaurant will normally also cater for non-
residents. All bedrooms will have fully en suite bath and shower rooms
and offer a good standard of comfort and equipment, such as a hair
dryer, direct dial telephone, toiletries in the bathroom. Some room
service can be expected, and some provision for business travelers.
Four Star Hotels
Expectations at this level include a degree of luxury as well as quality in
the furnishings, decor and equipment, in every area of the hotel.

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 Bedrooms will also usually offer more space than at the lower star
levels, and well designed, coordinated furnishings and decor. The en-
suite bathrooms will have both bath and fixed shower. There will be a
high enough ratio of staff to guests to provide services like porterage,
24-hour room service, laundry and dry-cleaning. The restaurant will
demonstrate a serious approach to its cuisine.
Five Star Hotels
Here you should find spacious and luxurious accommodation
throughout the hotel, matching the best international standards.
Interior design should impress with its quality and attention to detail,
comfort and elegance. Furnishings should be immaculate. Services
should be formal, well supervised and flawless in attention to guests'
needs, without being intrusive. The restaurant will demonstrate a high
level of technical skill, producing dishes to the highest international
standards. Staff will be knowledgeable, helpful, well versed in all aspects
of customer care, combining efficiency with courtesy.

17.2.4T4 Accommodation facilities

 The building facility- this house the accommodation service
provision facilities and equipments
 The lobby, lounge and waiting area
 Restaurant
 Bars
 guest rooms
 Audiovisual both in the room and in the waiting room
 Laundry services and change of linen
 The kitchen
 Casino
 Gymnasium
 Health spa
 Discotheque

17.2.4T3 Ownership of accommodation facilities
– Public
– Private
– Chain

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17.2.4T5 unit task 4: Explaining the tariffs in accommodation

Hotels and lodges apply different rates depending on the type of

clients they are dealing with;
 Rack/gross rate; normal changes for hotels occupancy without
discounts or commissions
 Net rates; discounted, promotional and commissioned rates
 Contract rates; offered to repeat clients, tour operators and
companies that generate a high volume business for the hotel.
The prices are based on contractual agreement.
 Run of the house; a flat rate charged by the hotel for all types of
accommodation the cost per person is the same regardless of the
room type occupied
 Single room supplement; an additional cost paid/ charges to a
person wishing to occupy a double room by himself.

Factors affecting Hotel rates

 Touristic season; (High, shoulder, Low)
 Hotel Location
 Services offered; quality, standard, class or star rating
 Installations and facilities offered
 Meal plans and menus offered
 Guest/ tourist age variation
 Groups and convections discounts
 Room type occupied /type of occupancy Room location
 Length of stay
 Nationality

References
o McIntosh and Goeldner (2006) Tourism Principles Practices and
Philosophies 8th ed.
o William Theobold Global tourism
o Robert Christie Mill, Alastair M. Morrison The tourism system
o S. Medlik( 2001) Understanding Tourism
o Linkorish (19**) An Introduction to Tourism
o Internet
o Hotel brochures and catalogues

33
 Evaluation
o Describe any five room types
o Explain any five types of room rates

17.2.5 TRANSPORT

TOPIC: TRANSPORT
By the end of this topic, the trainee should be able to:
a) Explain the term transport
b) Explain the role of transport in tourism
c) Identify modes of transport
d) Discus the factors determining tourists choice of transport

UNIT TASKS
Task 1: Explaining the term transport
 Transport may be defined as the act of moving, carrying and conveying
items and people from one place to another.
 Components of a transport system
1. the way
2. the terminal
3. the vehicle
4. the motive power.

Task 2: Explaining the role of transport in tourism

 It is one of the basic elements of tourism

 Facilitates movement of people to place of attractions

34
  Facilitates movement of goods to place of attractions
 It is a tourist attraction

Task 3: Identifying modes of transport

 Road transport
– Coaches –it offers a versatile form of transport with convenient links.
coach travel can be enjoyed when an escort is provided. Coaches can be
very luxurious, offering facilities such as seats as toilets, air conditioning,
entertainment and buffet. They can be very uncomfortable for long
journeys. they come in all sizes and seating capacities range from 10 to 50
although the average is 40. examples include, Greyhound, Europabus both
in Europe
– car hire,- Car rental provides flexibility, the freedom to go almost
anywhere at any time, to stop and stay as one [Link] are usually
calculated on a daily basis( 24 hours) or weekly basis (7 days) and the
customer will be charged for the number of he has traveled. Car rental
offers great reductions and can negotiate competitive [Link] cars come
in different sizes from compact,intermediate , standard and [Link]
traveler counselor neds certainm information before he can begin the
booking process.
1. renters
2. pick-up location date, and time.
3. return location, date, and time
4. size/class of car
5. incoming flight data
6. discount numbers.
– taxies,they are available to visitors at almost all entry points for their
transfer and linkages. Taxies also play a role in enabling tourists undertake
sight seeing.
– Benefits of traveling by road
1. control of the route and the stops enroute
2. the control of departure times.
3. door to door flexibility
4. the ability to carry baggage and equipment easily
5. the ability to use the vehicle for accommodation in case of recreation
vehick\les and caravan
6. privacy

35
 7. the freedom to use the automobile once the destination is reached
8. the low perceived cost.
 Rail transport – train ,and locomotives conjure up visions of nostalgia for a
more leisurely era. Traveling by train Is indeed nostalgic plus it offers an
opportunity like no other to meet the locals and to see sights in whatever
country one may be traveling. In the early to mid 1990s were aperiod for
romance glamour for rail roads privately owned rail cars started to be used
eg the American Orient Express and the Andalusian express in Europe.
palace on wheels
 Benefits of traveling by train.
1. safety
2. the ability to look out of the train and see enroute.
3. the ability to move around the coach.
4. arriving at the destination rested and relaxed
5. personal comfort
6. centrally located terminal
7. environmentaly friendly form of transport
8. decongested route
 Sea transport-cruises are return voyage, with entertainment on board and
organized shore excursions. Travelers normally return to their pot of origin
on the same vessel. A cruise may cal at several ports and islands giving the
passenger an opportunity to see a variety of new places of interest. there
is a wide choice of cabins ( accommodation), many decks(floors of the ship)
cruises, ferries, dhows, boats, etc
 Air transport – this is the most important innovation of the 20th century. it
has enabled the transportation of passengers in the shortest time and
boosted the demand of long haul trips. Scheduled airlines offer a safe safe,
convininet, reliable, frequent and relatively consumer oriented product and
charter flight being rented aircrafts rented for a specific journey and can be
shared by many tour operators.
 Benefits of traveling by air
1. it is fast form travel
2. it is safe way to travel
3. it is convienient
4. environment friendly
5. centrally located terminals.
Task 4: Discussing the factors determining tourists choice of transport

36
  Distance and time factor.
 Status and comfort
 Safety and utility
 Comparative price and services offered
 Geographical position and isolation
 Range of services offered
 Level of competition between services.
17.2.6RESERVATIONS AND REGISTRATION

THEORY

17.2.6T0 Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) conduct bookings procedures
b) carry out guest registration

Content

17.2.6T1 Conducting an accommodation booking procedures

Step 1: Making a reservation for an accommodation

Choose your preferred hotels, resorts, villas, or packages from the
provided. Complete the reservation form and send it to the accommodation
provider. This can be through the various available communication channels

Step 2: Reply to your request

You will be informed about the availability of the requested hotel/resort/villa
within 24-48 hours. In case your requested accommodation (s) is not available,
the accommodation provider will suggest you an alternative for your
consideration.

Step 3: Confirmation
The accommodation provider will send you the booking confirmation number of
your requested hotel which will include passengers' details, dates, rates, and
any included services. You are required to pay a deposit or to pay in full,
depending on payment deadlines with the accommodations.

37
Step 4: Payment
For hotel bookings you may pay directly to the accounting department by bank
transfer or you may pay by credit card by filling out our Authorization Payment
Form (your credit card number is to secure your booking). Please keep in mind
the accommodation provider will not charge your credit card before you receive
their services. If you fail to complete the payment within 48 hours after you
have received the confirmation information (may be through an email), your
booking will automatically be cancelled without any other notice.

Step 5: Hotel Voucher

One the accommodation provider receives the payment information he/she will
then send you a "Hotel Voucher" & "Invoice" issued by the accommodation
provider, which you can later show to the hotels/resorts or for your accounting
purpose

CANCELLATION POLICY

Cancellation must be notified to the accommodation provider appropriately

By card

 And if be made after payment and more than the specified period (may be
longer up to the hotels and booking seasons - this will be informed to you
by the accommodation provider)
 One night cancellation charge will be applied by hotel (may be more than
one night charge in high or peak season)

By cash

 Refund will be returned to the original credit card and surcharge for the
credit card will be applied

 Payment by cash will attract a handling fee by the accommodation

provider.
 One night cancellation charge will be applied by hotel (may be more than
one night charge in high or peak season)

Refund will be returned in cash

38
EXTENSION OF STAY

Please note that if after checking-in you would like to extend your stay in hotel,
you should contact direct to accommodation provider to get the same room
rate. If not, accommodation provider will respond only the period mentioned on
the voucher only.

17.2.6T2 Unit Task ; Performing guest registration

Information required during reservation for accommodation:

– Name/s of guest/s
– Tel
– Mobile
– E-mail
– Fax
– Street Address
– Name and contact details of person making the reservation if different
from above
– Number of people
– Arrival Date
– Departure Date
– Arrival Time
– Departure Time
– Arrival times
– Departure time
– Number of nights
– Name of group/conference if applicable
– Group/conference coordinator
– Accommodation preference

17.2.7T EMERGING TRENDS IN TOUR OPERATIONS

39
 THEORY

17.2.7T0 Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) identify emerging trend in tour operations
b) identify the challenges of emerging trends
c) identify ways of coping with emerging trends

Content

17.2.7T1 Emerging trends

17.2.7T2 Challenges of emerging trends

17.2.7T3 Coping with challenges

40