Lesson Notes By Weeks and Term v3 - Senior Secondary 2
Support Services
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Support Services
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Subject: Tourism
Class: Senior Secondary 2
Term: 1st Term
Week: 4
Theme: Travel Retailing And Tour Operation Business
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This topic introduces students to the critical role of support services in the successful operation of travel and tour businesses. It highlights that while travel agencies and tour operators are the primary facilitators, a vast network of interconnected service providers enables them to deliver comprehensive and satisfactory experiences to tourists. Understanding these support groups is fundamental for any student aspiring to work in or own a tourism business in Nigeria, as it underscores the importance of collaboration and interdependence within the industry. It also provides insight into the diverse career opportunities available beyond direct travel agency roles.
Performance Objectives:
Definition of Support Services in Tourism: Support services in the travel and tourism industry refer to the various businesses, organizations, and entities that facilitate, enhance, and enable the core operations of travel agencies and tour operators, but are not themselves the primary travel product being sold. They provide the necessary infrastructure, resources, and specialized services that ensure the smooth and efficient delivery of travel packages and tourist experiences. Without robust support services, travel and tour businesses would struggle to meet customer needs, ensure safety, or provide quality experiences. Major Support Groups in Travel and Tour Businesses:
1. Transportation Services: Explanation: These groups are fundamental as they provide the means for tourists to travel to, from, and within their destinations. Travel and tour operators often partner with various transport providers to offer complete packages.
Examples in Nigeria: Airlines: Domestic carriers like Air Peace, Ibom Air, Overland Airways for inter-state travel; international carriers for inbound/outbound tourism.
Road Transport Companies: Luxury bus services such as GIG Motors, ABC Transport, Chisco Transport for inter-city travel; car hire services (e.g., Bolt, Uber, local taxi services) for within-city movement and airport transfers.
Rail Services: Nigerian Railway Corporation (NRC) for specific routes (e.g., Lagos-Ibadan, Abuja-Kaduna).
Marine Transport: Ferry services (e.g., Lagos State Waterways Authority ferries), boat cruise operators (e.g., in Lagos Lagoons, Calabar River) for leisure or access to riverine communities.
2. Accommodation Services: Explanation: These groups provide lodging and related amenities for tourists. The type of accommodation depends on the tour package, budget, and tourist preference.
Examples in Nigeria: Hotels: International chains (e.g., Transcorp Hilton Abuja, Sheraton Lagos), local luxury hotels (e.g., Eko Hotel & Suites Lagos), budget hotels, boutique hotels.
Resorts: E.g., Obudu Mountain Resort in Cross River, La Campagne Tropicana Beach Resort in Lagos.
Guesthouses/Short-lets: More localized and often budget-friendly options, increasingly popular for independent travelers.
Homestays: Offering cultural immersion experiences in some rural tourism destinations.
3. Financial Services: Explanation: These groups facilitate monetary transactions, provide financial security, and offer various financial products essential for both the tour operator and the tourist.
Examples in Nigeria: Commercial Banks: Zenith Bank, GTBank, First Bank, UBA for business accounts, international transfers, and payment processing.
Payment Gateways/Processors: Paystack, Flutterwave for online bookings and secure electronic payments.
Insurance Companies: Leadway Assurance, AIICO Insurance for travel insurance (medical, baggage, cancellation) for tourists and business liability insurance for operators. Bureau De Change (BDCs)/Foreign Exchange Outlets: For currency exchange services for international tourists and tour operators dealing with foreign currencies.
4. Information and Communication Technology (ICT)
Services: Explanation: ICT services are crucial for modern travel and tourism, enabling bookings, communication, marketing, and operational efficiency.
Examples in Nigeria: Internet Service Providers (ISPs): MTN, Glo, Airtel, Spectranet for reliable internet connectivity for offices and customer access.
Global Distribution Systems (GDS): Amadeus, Sabre, Galileo for flight and hotel reservations, used by many Nigerian travel agents.
Website Design and Hosting Companies: Local web development firms to create and maintain online presences for travel businesses.
Mobile Network Operators: For communication between operators, guides, and tourists.
5. Food and Beverage Services: Explanation: These groups provide meals, drinks, and catering for tourists, especially as part of packaged tours or during events.
Examples in Nigeria: Restaurants/Cafes: Local eateries, fine dining restaurants, fast-food chains (e.g., Chicken Republic, The Place) that cater to diverse tastes.
Catering Companies: For providing meals during excursions, events, or for tour groups staying in self-catering accommodation.
Street Food Vendors: Can be part of cultural food tours, offering authentic local culinary experiences.
6. Security Services: Explanation: Ensuring the safety and security of tourists is paramount. These groups provide protection and emergency response.
Examples in Nigeria: Government Security Agencies: Nigerian Police Force (NPF), Nigeria Security and Civil Defence Corps (NSCDC) for general law enforcement and order.
Private Security Firms: Often contracted by hotels, resorts, or for high-profile tour groups to provide additional security.
Local Vigilante Groups: In some communities, these groups work with formal security to ensure local safety, which benefits tourists.
7. Health and Medical Services: local culinary experiences.
6. Security Services: Explanation: Ensuring the safety and security of tourists is paramount. These groups provide protection and emergency response.
Examples in Nigeria: Government Security Agencies: Nigerian Police Force (NPF), Nigeria Security and Civil Defence Corps (NSCDC) for general law enforcement and order.
Private Security Firms: Often contracted by hotels, resorts, or for high-profile tour groups to provide additional security.
Local Vigilante Groups: In some communities, these groups work with formal security to ensure local safety, which benefits tourists.
7. Health and Medical Services: Explanation: Access to medical care is a critical support service, especially for unexpected health issues during travel.
Examples in Nigeria: Hospitals/Clinics: General hospitals, private clinics (e.g., Lagoon Hospitals, St. Nicholas Hospital) for emergency and routine medical care.
Ambulance Services: Emergency medical response.
Pharmacies: For medication and basic health supplies.
8. Marketing and Promotion Services: Explanation: These groups help travel and tour businesses reach their target audience and promote their offerings.
Examples in Nigeria: Advertising Agencies: For creating and placing advertisements in various media.
Public Relations (PR)
Firms: For managing public image and media relations.
Digital Marketing Agencies: For online presence, social media marketing, and search engine optimization.
Photographers/Videographers: For creating engaging visual content for promotional materials.
9. Logistics and Tour Guiding Services: Explanation: These groups provide on-the-ground support, local expertise, and operational assistance.
Examples in Nigeria: Local Tour Guides: Individuals or small companies providing guided tours, historical insights, and cultural explanations (e.g., at Yankari, Olumo Rock, Badagry).
Event Management Companies: For larger tour groups, conferences, or specialized events requiring coordinated logistics.
Equipment Rental Services: For specific activities like hiking gear, diving equipment, or camping supplies.
Importance of Support Services: Enhances Customer Satisfaction: Seamless travel experiences due to efficient support services lead to happy tourists.
Ensures Operational Efficiency: Allows tour operators to focus on their core business, delegating specialized tasks to experts.
Mitigates Risks: Services like insurance, security, and medical aid provide safety nets.
Facilitates Accessibility: Transport and accommodation make destinations accessible.
Boosts Local Economy: Creates jobs and income for various local businesses and communities. * Promotes Destination Image: Quality support services contribute to a positive perception of Nigeria as a tourist destination. --- Teacher Activities: Introduction (10 minutes): Teacher initiates a brief class discussion by asking students to recall what they learned about travel agencies and tour operators.
Teacher then poses a question: "If a tour operator plans a trip for tourists from Abuja to Calabar Carnival, what are some of the things they would need to arrange apart from just buying a ticket for the carnival?" (Expected answers: transport, accommodation, food, maybe a guide). Teacher introduces the topic "Support Services" as the network of businesses and groups that provide these essential arrangements. Teacher explicitly states the lesson's objective: for students to identify and understand these support groups. Concept Explanation and Discussion (25 minutes): Teacher explains the definition of support services using relatable examples. Teacher systematically explains each major category of support services (Transportation, Accommodation, Financial, ICT, F&B, Security, Health, Marketing, Logistics/Guiding) using Nigerian examples as provided in the "Key Concepts" section. For each category, the teacher encourages students to brainstorm additional local examples they are familiar with (e.g., "Which airlines operate within Nigeria that a tour operator might use?", "Can you name a hotel in your town/city?"). Teacher uses visual aids like a whiteboard/projector to list the support groups and their examples as discussed. Group Activity - Scenario Analysis (20 minutes): Teacher divides the class into small groups (3-4 students). Teacher provides each group with a scenario related to a Nigerian tour package (e.g., "A tour operator is organizing a 3-day cultural tour for foreign tourists to Olumo Rock in Abeokuta, Ogun State, from Lagos."). Each group is tasked with identifying and listing at least five different support groups they believe would be essential for the success of this specific tour, and briefly explaining why each is important. Group Presentation and Feedback (10 minutes): Teacher invites each group to present their findings to the class. Teacher facilitates a brief peer feedback session and provides constructive feedback, clarifying any misconceptions and reinforcing correct identification of support groups.
Conclusion (5 minutes): Teacher summarizes the key support groups identified and reiterates their importance to the Nigerian tourism industry. Teacher prepares students for the next segment by assigning independent practice.
Student Activities: Brainstorming and Participation: Students actively participate in the introductory discussion, sharing their initial thoughts on what's needed for a tour.
Note-taking: Students take comprehensive notes as the teacher explains each support service category and provides examples.
Group Collaboration: Students work collaboratively within their assigned groups to analyze the provided tour scenario.
Identification and Justification: Students identify relevant support groups for their scenario and articulate their importance.
Presentation: Group representatives present their findings to the class.
Active Listening: Students listen to other groups' presentations and engage in peer feedback. --- These questions directly target the performance objective of identifying support groups.
Question 1: A travel agent in Port Harcourt is organizing an adventure tour for a group of local tourists to Yankari National Park in Bauchi State. Identify two distinct support groups that would be crucial for transporting the tourists from Port Harcourt to Bauchi and ensuring their safety within the park.
Solution 1: Transportation Services: This group is crucial for inter-state travel (e.g., using an airline like Air Peace or a luxury bus service like ABC Transport from Port Harcourt to Bauchi) and potentially local transport within the park itself.
Security Services: This group is vital for ensuring the safety of tourists, especially in a wildlife park. This could involve park rangers, local police, or private security personnel ensuring general safety and protecting against potential wildlife encounters.
Commentary: This question requires students to think about both long-distance travel and specific safety needs within a particular type of destination.
Question 2: Imagine a tour operator is creating a package for international tourists visiting Lagos for a week. The package includes accommodation in a 5-star hotel, visits to local markets, and cultural sites. During their stay, a tourist falls ill and needs medical attention. Identify two support groups that would be essential for this tourist's well-being and overall experience.
Solution 2: Accommodation Services: The 5-star hotel itself is a key support group, providing lodging, amenities, and often basic concierge services that can assist with local information.
Health and Medical Services: This group becomes immediately essential when a tourist falls ill. This would involve access to a local hospital or clinic, and potentially an ambulance service for transportation.
Commentary: This scenario highlights the importance of services beyond the typical travel logistics, focusing on unforeseen circumstances and the comfort of the tourist.
Question 3: A Nigerian tour company wants to expand its reach and attract more customers, both locally and internationally, for its cultural tours to places like the Benin Kingdom historical sites. Identify two support groups that would assist the company in promoting its tours and managing customer bookings efficiently online.
Solution 3: Marketing and Promotion Services: This group would be essential for creating awareness and attracting customers. This could include advertising agencies, digital marketing specialists (for social media campaigns, website SEO), or PR firms. Information and Communication Technology (ICT)
Services: This group is critical for online presence and efficient booking. This would involve web development companies (to build and maintain a user-friendly booking website) and possibly payment gateway providers (like Paystack) for secure online transactions.
Commentary: This question focuses on the business development aspect, linking technology and promotion to the success of a tour operator.
Question 4: A local community in Cross River State is developing an eco-tourism initiative, offering guided hikes and cultural experiences. They need assistance with managing money, handling payments from tourists, and getting local insight for their tour routes. Identify three support groups critical for this initiative.
Solution 4: Financial Services: Essential for handling payments from tourists (e.g., local banks for accounts, POS terminals, or mobile money agents for receiving payments) and managing the community's funds.
Logistics and Tour Guiding Services: Local community members with knowledge of the area and its culture can serve as tour guides, providing authentic experiences and ensuring safe passage.
Food and Beverage Services: While not always obvious, local community members providing catering for tourists (meals, refreshments) can significantly enhance the eco-tourism experience and provide additional income.
Commentary: This question focuses on a community-based tourism context, encouraging students to think beyond large-scale commercial operations. ---
Economic Empowerment and Job Creation in Local Communities: Application: The demand for support services directly translates into job opportunities for local populations. For example, a successful tour to the Ogbunike Caves in Anambra State creates demand for local guides, transport providers (okada, keke napep, car hire), small guesthouses, and food vendors within the community. Students can see how their studies connect to tangible economic benefits for their families and communities, fostering local entrepreneurship in services like traditional craft sales, catering, or local transportation. Enhancing Nigeria's Tourism Image and Competitiveness: Application: High-quality support services are paramount to positive tourist experiences. When tourists receive excellent service from Nigerian airlines, stay in clean and secure hotels, feel safe due to effective security, and have access to reliable internet, it contributes to a positive perception of Nigeria as a tourist destination. This encourages repeat visits and positive word-of-mouth, which is crucial for Nigeria to compete with other destinations globally. Students can understand their role in promoting their country through quality service delivery, even in support roles.
Risk Management and Safety for Travelers: Application: Support services like travel insurance, accessible medical facilities, and robust security measures are not just conveniences but essential components for traveler safety and peace of mind. In a Nigerian context, where concerns about security or health infrastructure might arise, the presence of reliable support groups—such as reputable hospitals, reliable private security firms, and local emergency contacts provided by tour operators—is critical. This knowledge helps students appreciate the serious responsibilities involved in tourism and the importance of ensuring traveler well-being, which is a major factor for both local and international tourists. ---