NA T IONAL SENIOR C ERTIFI C AT E GRAD E 12 · 2019-12-02 · 1.2.2 A type of electronic fund transfer 1.2.3 This icon with genuine gold turrets and marble walls symbolises the eternity

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This question paper consists of 26 pages.

TOURISM

NOVEMBER 2015

NATIONAL SENIOR CERTIFICATE

GRAAD 12

GRADE 12

Tourism 2 DBE/November 2015 NSC


INSTRUCTIONS AND INFORMATION Read the instructions carefully before answering the questions. 1. 2. 3. 4. 5. 6. 7. 8. 9.

This question paper consists of FIVE sections. Answer ALL the questions. Start EACH question on a NEW page. In QUESTIONS 3.1 and 3.2, round off your answer to TWO decimal places. Show ALL calculations where required. You may use a non-programmable calculator. Use the mark allocation at each question as a guide to the length of your answer. Write neatly and legibly. The table below is a guide to help you allocate your time according to each section.

SECTION TOPIC MARKS

TIME (minutes)

A Short Questions

40 20

B Map Work and Tour Planning; Foreign Exchange

50 50

C Tourism Attractions; Culture and Heritage Tourism; Marketing

50 50

D Tourism Sectors; Sustainable and Responsible Tourism

30 30

E Domestic, Regional and International Tourism; Communication and Customer Care

30 30

TOTAL 200 180



SECTION A: SHORT QUESTIONS

QUESTION 1

1.1 Four options are provided as possible answers to the following questions. Choose the answer and write only the letter (A–D) next to the question number (1.1.1–1.1.20) in the ANSWER BOOK, for example 1.1.21 D.

1.1.1 Advice given to a tourist visiting a destination with a high risk for crime:

A B C D

Carry cash instead of a debit card. Do not carry any cash; carry only a debit card. Carry only cash, as it is unsafe to go to an ATM. Carry a small amount of cash and a debit card.

1.1.2 The South African owner of a holiday resort in Durban would like to take his wife to the Swiss Alps for a skiing experience. He cannot plan the holiday during peak periods.

Choose the most appropriate travel package below according to his needs:

A B C D

A five-week Christmas holiday in a Swiss Alps resort An Easter weekend break in the Swiss Alps A helicopter chartered flight over a ski resort in the Swiss Alps A two-week holiday package in February, including ski lessons in the Swiss Alps

1.1.3 The time of a country situated on the 160°E line of longitude will be … compared to the time of a country situated on the 30°E line of longitude.

A B C D

be ahead in time be 11 hours behind in time have the same time be 11 hours ahead in time

1.1.4 The following European countries have accepted the euro as their unit of currency:

A B C D

Great Britain, Greece and Italy Italy, Germany and the Netherlands Sweden, Italy and Greece Sweden, Switzerland and Greece

1.1.5 The rand is regarded as stronger when it performs as follows against the euro:

A B C D

€1 to R9,09 €1 to R10,09 €1 to R8,77 €1 to R14,09



1.1.6 The French Riviera is located ... A

B C D

along a major European river. along the Mediterranean Sea. at the Eiffel Tower. at the Sydney Opera House.

1.1.7 A reason why Petra is regarded as an icon: A

B C D

It is a structure built in the shape of a ship. It is the ruins of a Greek temple. It is one of the Great Pyramids of Giza. It is an ancient city carved out of rock cliffs.

1.1.8 Many South Africans have climbed this mountain peak which is the

highest in the world:

A

B C D

Everest Kilimanjaro Fuji Moria

1.1.9 At the Indaba Travel and Tourism Trade Show visitors will expect

to see the following:

A

B C D

The National Tourism Careers Expo National Maize Producers Organisation Tourism authorities from European countries Provincial tourism products from South Africa

1.1.10 The TWO main cultural groups who live in the Richtersveld Cultural

and Botanical Landscape:

A

B C D

San and Masai Nama and San Masai and Khoisan Khoisan and Shona

1.1.11 This minister has passed the new Tourism Act, 2014 (Act 3 of

2014) on responsibility and sustainability in his department:

A

B C D

Narend Singh Marthinus van Schalkwyk Thabo Mbeki Derek Hanekom



1.1.12 These external features contribute to a professional image for

businesses in the tourism industry:

A

B C D

Profit margins, tax status, banking details Management policies, leave policies, bonuses to staff Website, marketing material, product packaging Wellness programmes for staff, salary levels, profit analysis

1.1.13 50% discount on selected accommodation establishments is an

example of … in the tourism workplace.

A

B C D

remuneration fringe benefits medical benefits deductions

1.1.14 A large hotel group is in the process of transforming their existing

gardens into indigenous gardens. This forms part of the … pillar of sustainable tourism practices.

A

B C D

economic ecological ethical environmental

1.1.15 Many trips to …. were cancelled because the country was hit by

two major earthquakes, one shortly after the other, in April and May 2015.

A

B C D

South Africa Italy Brazil Nepal

1.1.16 The 2015 Cricket World Cup was jointly hosted by … A

B C D

Pakistan and India. Australia and New Zealand. England and the West Indies. India and Sri Lanka.

1.1.17 The COP 20 conference on global warming, held in Lima, Peru in 2014 is an example of …

A B C D

a global sporting event. a travel trade exhibition. a conference on climate change. the Paris fashion week.



1.1.18 This form of payment has been discontinued in South Africa due to a decline in sales in recent years:

A B C D

Traveller's cheques Debit cards Credit cards Bank overdrafts

1.1.19 An effect of good service delivery that ensures the profitability of

businesses:

A

B C D

Universal access Youth development Repeat visits Customer analysis

1.1.20 ... will be the first step in an analysis to determine the trend in

customer feedback.

A

B C D

Distributing customer feedback tools Capturing and studying feedback Developing an action plan Commencing with the intervention process (20 x 1)

(20)

1.2 Give ONE word(s)/term for each of the following descriptions by choosing

a word(s)/term from the list below. Write only the word(s)/term next to the question number (1.2.1–1.2.5) in the ANSWER BOOK.

bilharzia; permit; route planning; cholera; Taj Mahal; age; SWIFT; passport; Blue Mosque

1.2.1 An official document required to walk a dog through the Table

Mountain National Park

1.2.2 A type of electronic fund transfer 1.2.3 This icon with genuine gold turrets and marble walls symbolises

the eternity of love

1.2.4 An essential factor to consider when drawing up a tourist profile 1.2.5 A disease characterised by an itchy skin or a rash in the early

stages of infection (5 x 1)

(5)



1.3 Choose the correct word(s) from those given in brackets. Write only the

word(s) next to the question number (1.3.1–1.3.5) in the ANSWER BOOK, for example 1.3.6 passport.

1.3.1 The (Algarve/Dome of the Rock) is a coastal stretch popular with tourists in Portugal.

1.3.2 SATourism will exhibit at the (ITB/World Travel Market) in London.

1.3.3 (The Pyramids/Auschwitz) were/was constructed with blocks of limestone and used as burial places for Pharaohs.

1.3.4 (UNESCO/WHO) is responsible for identifying cultural sites of significance around the world.

1.3.5 Roman emperors built the (Kremlin/Colosseum) as an arena for gladiators and public events. (5 x 1)

(5)

1.4 Choose a description from COLUMN B that matches the customer feedback method in COLUMN A. Write only the letter (A–F) next to the question number (1.4.1–1.4.5) in the ANSWER BOOK, for example 1.4.6 G.

COLUMN A COLUMN B

1.4.1 1.4.2 1.4.3 1.4.4 1.4.5

Verbal questionnaire Feedback card Follow-up call Web-based response SMS messages

A B C D E F

a type of paper-based feedback tool where customers are required to rate service delivery before leaving the establishment a type of face-to-face feedback tool used on the street to gather spoken responses from the public texting customers to obtain their feedback on the quality of service delivery or on a product purchased contacting the customer by telephone after the service has been rendered to obtain feedback a feedback method that requires customers to log onto the Internet using a communication device to share suggestions and complaints an anonymous customer employed by the business to evaluate service levels

(5 x 1) (5)



1.5 Refer to the front page of The Times below. Match the event/situation with the phrase/word(s) in the list below.

global sporting event; summit; act of terrorism; natural disaster; disease; air disaster; economic upset

Write only the correct answer next to the question number (1.5.1–1.5.5) in the ANSWER BOOK, for example 1.5.6 trade show.

The Times

LATE EDITION – FRIDAY 20 NOVEMBER 2015 VOL. NO. 62 873

REFLECTIONS – 2013 to 2015

1.5.1 Heads of State gathering at the 24th African Union Summit

1.5.2 Disappearance of Malaysian Airlines Flight MH370

1.5.3 2015 Special Olympics 1.5.4 Kidnapping of Nigerian girls

1.5.5 Deadliest outbreak ever

(5 x 1) (5)

TOTAL SECTION A:

40



SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

QUESTION 2

2.1 Study the World Time Zone Map below, read the information given and then answer the questions that follow.

Cu

sc

o –

5

Sa

o P

au

lo –

3



2.1.1

Mr Andersen flies from London to New York on 21 September. His flight departs from London at 16:00 and his flying time to New York is 8 hours. Calculate the time and date that Mr Anderson will arrive in New York. Show ALL calculations.

(6)

2.1.2 Mr Andersen would like to call his friend in South Africa. He makes the

call at 09:00 on 23 September, New York time. NOTE: The USA practises DST. Calculate what the time will be in South Africa when he makes the call. Show ALL calculations.

(6)

2.2 Study the extracts below taken from TWO tour packages and answer the questions that follow.

PANGEA TOUR LED TOUR

Family adventure holiday in Peru Peru: 9 nights from £2 895 p.p. Departure dates: Sep./Oct./Nov./Dec. 2015

The Steve Gleason Inca trail with wheelchair facilities Peru: 7 nights from £1 560 p.p. Departure dates: Sep./Oct./Nov./Dec. 2015

LIMA – 1 night Arrival at airport in Lima, shuttled to Casa Andina Hotel, rest of the day at leisure. CUSCO – 2 nights Take a flight over the Andes Mountains to Cusco Airport and transfer to Picoaga Hotel. Tour the city of Cusco. Next day: White-water rafting on the Urubamba River, the sacred river of the Incas. ROYAL INCA TRAIL TO MACHU PICCHU – 1 night Board the early morning Perurail train to the Royal Inca hiking trail. Hike the 4 hour long trail to the Machu Picchu icon.

Day 1: LIMA Arrival at Lima International Airport and transfer to the five-star Miraflores Park Hotel. Day 2: LIMA – CUSCO After breakfast, transfer to the airport for a flight to Cusco, transfer to the five-star Monasterio Hotel. An afternoon guided tour of Cusco. Meals: B; D Day 3: CUSCO – ROYAL INCA TRAIL TO MACHU PICCHU Transfer by Perurail to the Royal Inca trail (wheelchair assistance provided). Hike the 4-hour trail to Machu Picchu. Accommodation at the Sanctuary Lodge. Meals: B; L; D Key: B (Breakfast); L (Lunch); D (Dinner)

[Adapted from www.amazingperu.com]

Compare the TWO itineraries and tabulate your answers as follows:

PANGEA TOUR

LED TOUR

2.2.1 Identify ONE important element of an itinerary that has been included in each itinerary.

(2)

2.2.2 Identify ONE important aspect in each itinerary that has been left out.

(2)



2.3 Study the tourist profiles in A and B below and answer the questions that follow.

A

Mr and Mrs Zamer are South Africans in their mid-50s. They enjoy unique cultural experiences. Mrs Zamer is partially wheelchair-bound. Mr and Mrs Zamer fly from South Africa to São Paulo before flying to Lima in Peru.

B

Marcos and Augistina from Lima are in their mid-20s. They are thrill-seekers and enjoy adventure activities.

2.3.1 Match the tourist profiles in A and B with the names of the tours

mentioned in QUESTION 2.2.

(2) 2.3.2 The LED tour in QUESTION 2.2 is universally accessible. Do you agree?

Support your answer with evidence from the text.

(2)

2.4 Study the route plan of a tourist's journey from South Africa to Lima in Peru.

Mr and Mrs Zamer departed for Lima from OR Tambo International Airport in

South Africa at 10:45 on 11 October 2015.

2.4.1 Calculate the total time/duration (elapsed time) of the journey from

South Africa to Lima.

(2)

Stopover time at Guarulhos Airport

(São Paulo) 3 hours 25 minutes

Flying time to Lima (Peru):

5 hours 15 minutes

Depart from OR Tambo

International Airport (South Africa) 10:45

Flying time to São Paulo (Brazil):

10 hours 15 minutes



2.4.2 Inform the Zamers of the following: (a) The travel-related condition they may experience after their flight (1) (b) The reason for this travel-related condition (1)

2.5 Study the entry requirements for Peru below and answer the questions that follow.

ENTRY REQUIREMENTS FOR SOUTH AFRICAN PASSPORT HOLDERS TRAVELLING TO PERU

Visa Requirements Visa Fee

Vaccination Requirement(s)

Visa not required for a stay of up to 90 days for tourism purposes or if in transit.

However, passengers must be in possession of a return air

ticket and be able to produce proof of sufficient funds for the

duration of the stay, if requested.

No visa fee is

required

Compulsory

Yellow fever

Recommended

Typhoid Malaria

Prophylaxis* Hepatitis A

*(Prophylaxis –

preventative medication for

malaria)

[Source: www.dfa.gov.za]

2.5.1 Name TWO compulsory travel documents required when South Africans travel to Peru.

(2)

2.5.2 (a) Give ONE reason why certain vaccinations are compulsory. (2)

(b) Give ONE reason why some vaccinations are recommended. (2)

2.5.3 Give ONE reason why a South African would not require a visa to enter Peru.

(2)

2.5.4 The World Travel and Tourism Council, which represents airlines, hotels and other travel companies, said reports were emerging from Africa that tourists were reluctant to travel to Africa due to the Ebola outbreak in West Africa.

[Source: www.ft.com]

You are a representative of the World Travel and Tourism Council.

Write an article of approximately 100 words for an in-flight magazine where you discuss the effect of Ebola on:

Tourism businesses

Travel trends globally

Airport operations

Liability (responsibility) of governments

(8) [40]



QUESTION 3

Study the table below and answer the questions that follow. Round off your answer to TWO decimal places.

COUNTRY CURRENCY CODE BBR BSR

United Kingdom GBP 15.66 16.39

Peru PEN – Peruvian nuevo sol 3.90 3.55

TOURS ON OFFER:

LED TOUR Peru: 7 nights from £1 560 p.p.

3.1 Calculate the amount in rand that a South African will pay for ONE person for the above tour.

(3)

3.2 A South African tourist has R250,00 in cash to pay for a handbag. Calculate the amount of PEN the tourist will pay for the handbag.

(3)

3.3 Explain the difference between the buying power of a South African tourist in Peru and his/her buying power in the United Kingdom.

(4)

[10]

TOTAL SECTION B: 50



SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE TOURISM; MARKETING

QUESTION 4

4.1 Refer to the icons below and answer the questions that follow.

VISITS TO RELIGIOUS SITES

A specialised niche market exists for religious tourists

A. The Wailing Wall B. Mecca

[Source: www.travelimages.com]

[Source: www.alzahracentre.org]

C. Vatican City

[Source: www.vatican.fm]

Copy the table below into the ANSWER BOOK and complete it as indicated.

Example: Icon Country

City

ONE reason why it is regarded as a religious icon

X Brazil Rio de Janeiro

Statue of Christ that has religious significance for Christians

all over the world.

Icon Country

City

ONE reason why it is regarded as a religious icon

4.1.1 A (4)

4.1.2 B (4)

4.1.3 C (4)



4.2 Study the map of Australia below and answer the questions that follow.

4.2.1 Refer to the map and identify icons A and B. (4) 4.2.2 Refer to the visitor statistics on the map and give ONE reason why

the monolith rock receives fewer tourists than the other icon.

(2)

A

B

3 000 events are held in this building every year, with guided tours for more than 200 000 tourists.

A monolith (solid) rock in the desert visited by over 190 000 people per year. It is 348 m high, 3,6 km long, 2 km wide and 2,5 km below the ground.

Indian Ocean

Indian Ocean

A

B



4.3 Read the report below and answer the questions that follow.

NIAGARA FALLS

Visitors from all over the world visit the Niagara Falls. The main contributors to the economy around the Niagara Falls are Canadians from Ontario, as well as tourists from the USA. Very little income is generated from other areas in Canada and the rest of the world.

A large percentage of day visitors and overnight visitors come from the United States of America and remains constant (same) throughout the year.

[www.research.tourism.gov.on.ca]

4.3.1 Name ONE unique feature about the location of this icon. (2)

4.3.2 Explain ONE way in which the province of Ontario benefits from cross-border visits to this icon.

(2)

4.3.3 Discuss whether seasonality would have an impact on the occupancy rate (bed nights) of accommodation establishments in Ontario, Canada.

(2)

4.4 The following article on the Victoria & Alfred Waterfront appears on the Western Cape Tourism website. Study the article and answer the questions that follow.

AWARD FOR VICTORIA & ALFRED WATERFRONT (V&A WATERFRONT)

The V&A Waterfront received the award for 'Best Destination for Responsible Tourism' at the World Travel Market in London on 5 November 2014. Since 2008 the V&A Waterfront has invested R30 million in resource management. A sustainability committee was established, an environmental policy drafted and a carbon emissions measuring programme put in place. Visitors to the V&A Waterfront can participate in its green conscious practices.

[Adapted from www.waterfront.co.za]

4.4.1 Give ONE example from the article to support the V&A Waterfront's sustainable and responsible management plans.

(2)

4.4.2 State TWO ways in which uploading this information on the Western Cape Tourism webpage contributes to the success of the V&A Waterfront as a tourist attraction.

(4)

[30]



QUESTION 5 5.1 Study the cartoon below and answer the questions that follow.

Complete the table below in the ANSWER BOOK.

WORLD HERITAGE

SITE 1

WORLD HERITAGE

SITE 2

5.1.1 Full official name (a) (b) (2)

5.1.2 Type of World Heritage Site (a) (b) (2)

5.2 From a tourism perspective, discuss ONE reason why the leatherback turtle's

nest is regarded as a unique resource.

(2)

5.3 UNESCO'S WORLD HERITAGE CRITERIA Criterion 10: To contain the most important and significant natural habitats for conservation of biological diversity, including those containing threatened species of outstanding universal value.

[Source: www.unesco.org]

World Heritage Site 2 in QUESTION 5.1 above has met UNESCO's

Criterion 10 to receive World Heritage status.

5.3.1 Discuss ONE example of how World Heritage Site 2 meets

this criterion.

(2) 5.3.2 Explain the role that UNESCO would play in maintaining both the

World Heritage Sites.

(2) [10]

I visited the World Heritage Site in KwaZulu-Natal. It was awesome to see the lake and coastal system.

World Heritage

Site 1

Well, I visited the Western Cape World Heritage Site with its fynbos species!

World Heritage

Site 2

Did you know leatherback

turtles always return to nest in KwaZulu-

Natal?

Did you know I saw the

king protea?



QUESTION 6 6.1 Read the article below and answer the questions that follow.

CHINESE OUTBOUND TOURISM

With nearly 98 million Chinese outbound tourists in 2013, China has become the world's biggest tourism source market. China has grown from being South Africa's 9th biggest source market to the 4th biggest in 2012. South African Airways introduced direct flights to and from China in January 2012. Countries are marketing themselves to the Chinese in order to obtain a bigger market share of Chinese tourists. In order for South Africa to remain competitive in attracting Chinese tourists, South Africa must step up their marketing efforts in China to maintain this existing market. The Ebola outbreak has scared off tourists. New visa requirements by the South African government also make it more difficult to attract the Chinese market.

[Adapted from www.bdlive.co.za]

6.1.1 Identify ONE strategy that South African Airways has introduced to

encourage the Chinese market to travel to South Africa.

(2) 6.1.2 Identify TWO threats in the article that may impact on South African

Tourism's marketing drive in China.

(2) 6.1.3 You are a member of South Africa's marketing team.

Recommend ONE strategy that can be used to market South Africa as a destination of choice for the Chinese market.

(2)



6.2 The flow chart below indicates how TOMSA collects the 1% tourism levy. Complete the flow chart below by answering the questions.

(1)

(2) (1)

[10]

TOTAL SECTION C: 50

TOMSA collects the 1% tourism levy from accommodation establishments.

6.2.1 Name the organisation that receives the tourism levy.

6.2.2 Explain what the organisation, named in QUESTION 6.2.1, uses the funds for.

6.2.3 Give the brand slogan of this organisation.



SECTION D: TOURISM SECTORS; SUSTAINABLE AND RESPONSIBLE TOURISM

QUESTION 7

Read the extract below and answer the questions that follow.

APPEARANCE IN THE WORKPLACE Bob went through the process of interviewing potential employees who would work directly with customers for his hotel. He interviewed Jane, a young female applicant who was well qualified for the job. Because she had a revealing tattoo on her arm and several facial piercings, Bob was hesitant to hire her. He wanted to hire a person who would project a professional work image and ensure customer confidence.

[www.themakeupgallery.org.uk]

After many interviews, he eventually decided to hire Jane on the condition that she removed her facial jewellery and covered the tattoo on her arm while at work. Jane worked at the front desk of the hotel, which required her to consistently interact with clients. After the three-month probation (trial) period, it was determined that Jane had not met the conditions of her agreement despite verbal and written warnings. She got more tattoos and piercings that covered her face and other visible parts of her body.

Bob was forced to terminate (end) Jane's employment because she failed to comply with the agreement to remove facial jewellery and cover visible tattoos while at work. Jane responded by filing an employment discrimination grievance against her employer for violating her freedom of expression.

[Adapted from www.natlawreview.com]

7.1 Give the term used to describe employees in a business who work directly with customers.

(1)

7.2 Name the document that governs dress code, physical appearance and grooming in a hotel.

(1)

7.3 Quote from the text to prove that the hotel in the extract has a policy on the physical appearance of employees.

(2)

7.4 Explain why a company has to have the policy, referred to in QUESTION 7.3, in place.

(2)

7.5 Give ONE reason why some tourists could be offended by Jane's appearance.

(2)

7.6 Jane's case is going to court. You are the attorney (lawyer) representing the employer (hotel).

Justify FIVE points that you will use to argue in favour of dismissing (firing) the employee.

(10)

[18]



QUESTION 8 Study the information below and answer the questions that follow.

ENTERPRISE HOLDINGS – THE BUSINESS OF SUSTAINABILITY

Enterprise Holdings is a car rental company that subscribes to the triple bottom line. 'Enterprise Holdings, founded 55 years ago, has always conducted its business sustainably and responsibly and will continue to do so. This journey has led us to a focused and structured approach to sustainable

business practices. We commit ourselves more fully to take good care of the parts of the world we touch with our business.'

Andrew C Taylor: Chairman and chief executive officer, Enterprise Holdings

THE BUSINESS OF SUSTAINABILITY Enterprise Holdings' goals and progress at a glance

[Adapted from www.enterprise.com]

8.1 One of the strategies of Enterprise Holdings is to reduce its carbon footprint by 10%. Explain the term reducing its carbon footprint.

(2)

Goals and Progress at a glance

% 10

2015 0 0 0 0 5

Reduce carbon footprint Reduce Scope 1 and Scope 2 emissions by 10% by 2015.

Alternative fuel vehicles (LEAF vehicles) Incorporated 500 Nissan LEAF vehicles into the Enterprise Holdings

fleet.

Alternative fuel vehicles Convert all airport shuttle buses in the fleet to biodiesel

by 2015.

Corporate social investment 88% of donations by the Enterprise Holdings Foundation

go to charities identified by the employees.

4% environment 5%

other requests

6% arts

14% public/social

donations

14% education

57% health & human

services donations

88%

of donations go to charities identified by

employees



8.2 8.2.1 Apart from reducing its carbon footprint, identify ONE other strategy the company uses to protect the environment.

(2)

8.2.2 Give ONE example to explain how the company achieves the strategy

identified in QUESTION 8.2.1.

(2)

8.3 As part of its corporate social investment (CSI), Enterprise Holdings invests in social upliftment and the environment.

8.3.1 Explain Enterprise Holdings' unique donation policy. (2) 8.3.2 Give ONE example of how Enterprise Holdings is incorporating the

social pillar of the triple bottom line in its donation policy.

(2) 8.4 Calculate the percentage of Enterprise Holdings' donations that goes towards

social upliftment.

(2)

[12]

TOTAL SECTION D: 30



SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE

QUESTION 9 9.1 Read the article below and answer the questions that follow.

MANY BRAZILIANS UNHAPPY WITH WORLD CUP SPENDING

Research found that 61 per cent of Brazilians thought that hosting the 2014 Soccer World Cup was bad for Brazil, believing that it took money away from schools, health care and other public services. Brazil spent billions on stadiums in 12 cities and on other projects. The cost of Brazil's World Cup was the highest ever. Many believe that the project benefitted only the rich and not the poor. Many Brazilians also felt let down by their government, after promises in 2007 that the cost of the stadiums and other improvements would be privately financed. The government did not keep their promise and many projects that would have improved the lives of average Brazilians remained unfinished. Many people were relocated to make way for World Cup projects.

[Adapted from www. vidaenelvalle.com]

Destinations across the world bid to host global events due to the many

advantages it has for the host country. However, many Brazilians were unhappy with hosting the 2014 FIFA World Cup.

9.1.1 From the extract, give TWO reasons why many Brazilians were

unhappy with hosting the FIFA World Cup.

(4) 9.1.2 Brazilian citizens had a negative perception of their country hosting the

FIFA World Cup in 2014. Write a paragraph in which you recommend THREE ways in which the Brazilian government can change this negative perception when hosting the 2016 Olympic Games in Rio de Janeiro.

(6)



9.2 Study the statistics below on travel patterns of foreign tourists to South Africa in 2013 and answer the questions that follow.

SOUTH AFRICAN TOURISM INDEX 2013

2013 Quarter 2 (April–June)

2013 Quarter 3 (July–September)

Total tourist arrivals 2 180 218 1,5% 2 402 122 2,9%

Africa land markets 1 569 242 1,8% 1 642 872 1,3%

Africa air markets 97 579 4,9% 116 704 9,9%

Americas 127 427 0,5% 146 329 6,3%

Asia and Australasia 136 508 0,8% 154 160 4,8%

Europe 244 685 0,3% 337 000 6,7% [Source: www.satourism.net/research]

Compare the arrival trends in the table above. 9.2.1 Comment on ONE trend in international arrivals in South Africa over

the TWO quarters in 2013.

(2) 9.2.2 Discuss TWO ways in which the trend in QUESTION 9.2.1 will affect

the South African economy.

(4) 9.2.3 The majority of tourists coming from Zimbabwe (Africa) are classified

as land markets. Give ONE reason for this classification.

(2)



9.3 Study the graph below and answer the questions that follow.

ACTIVITIES UNDERTAKEN BY INBOUND INTERNATIONAL TOURISTS WHILE IN SOUTH AFRICA

[Source: www.satourism.net/research]

9.3.1 Give ONE reason why shopping has remained the main activity undertaken by inbound international tourists to South Africa.

(2)

9.3.2 Recommend ONE way in which South Africa can increase the number

of tourists who participate in medical tourism.

(2) [22]

2013

Sports spectator

Medical

Education/Training/Study

Trading

Casino

Adventure

Wildlife

Theme parks

Beach

Cultural, historical and heritage

Business

Natural attractions

Social

Nightlife

Shopping

100% 0% 20% 40% 60% 80%


Copyright reserved

QUESTION 10 Study the picture of the Madison Restaurant.

[Adapted from www.joinusinturkey.com]

The Madison Restaurant has recently completed an analysis of their customer feedback survey. Results have shown there has been an increase in service delivery complaints in the restaurant.

10.1 Give TWO examples of possible guest complaints about service delivery in

the Madison Restaurant.

(4) 10.2 Recommend TWO solutions to the restaurant manager to overcome the

complaints in QUESTION 10.1.

(4) [8]

TOTAL SECTION E: 30 GRAND TOTAL: 200

X


MARKS: 200

This memorandum consists of 17 pages.

TOURISM

NOVEMBER 2015

MEMORANDUM

NATIONAL SENIOR CERTIFICATE

GRADE 12

Tourism 2 DBE/November 2015 NSC – Memorandum


TOPICS IN THE TOURISM CAPS ABBREVIATION Topic 1 Tourism sectors TS Topic 2 Map work and tour planning MTP Topic 3 Tourism attractions TA Topic 4 Sustainable and responsible tourism SR Topic 5 Domestic, regional and international tourism DRI Topic 6 Culture and heritage tourism CH Topic 7 Foreign exchange FX Topic 8 Communication and customer care CC Topic 9 Marketing M



SECTION A: SHORT QUESTIONS

QUESTION 1 1.1 1.1.1 D MTP 1.1.2 D MTP 1.1.3 A MTP 1.1.4 B FX 1.1.5 C FX

1.1.6 B TA 1.1.7 D TA 1.1.8 A TA 1.1.9 D M 1.1.10 B CH

1.1.11 D TS 1.1.12 C TS 1.1.13 B TS 1.1.14 D SR 1.1.15 D SR

1.1.16 B DRI 1.1.17 C DRI 1.1.18 A DRI 1.1.19 C DRI 1.1.20 B DRI (20 x 1) [20] 1.2 1.2.1 permit MTP 1.2.2 SWIFT DRI 1.2.3 Taj Mahal TA 1.2.4 age MTP 1.2.5 bilharzia MTP (5)

1.3 1.3.1 Algarve TA 1.3.2 World Travel Market / WTM / Travel Market TA 1.3.3 Pyramids TA 1.3.4 UNESCO TA 1.3.5 Colosseum TA (5)

1.4 1.4.1 B/ D CC 1.4.2 A CC 1.4.3 D CC 1.4.4 E CC 1.4.5 C CC (5)

1.5 1.5.1 summit DRI 1.5.2 air disaster DRI 1.5.3 global sporting event DRI 1.5.4 act of terrorism DRI 1.5.5 disease DRI (5)

TOTAL SECTION A:

40



SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

QUESTION 2 2.1 2.1.1 London 0 (16:00) New York -5 MTP Time difference = 5 hours Therefore New York is 5 hours behind London 16:00 (–) 5 hours = 11:00 11:00 (+) 8 hours flying time = 19:00 21 September (6) OR 19:00 21 September

2.1.2 New York: -5 (09:00) South Africa: +2 (30°E) MTP Time difference = 7 hours Therefore, South Africa is 7 hours ahead of New York. 09:00 (+) 7 hours = 16:00 16:00 (– ) 1 hour DST =15:00 OR New York -5 (+) (1) DST = - 4 (09:00) South Africa +2 (30°E) Time difference = 6 hours Therefore South Africa is 6 hours ahead of New York 09:00 (+) 6 hours =15:00

OR 15:00 (6)



2.2 PANGEA TOUR LED TOUR 2.2.1 Accommodation details

• Attractions • Activities • Price • Tours available • Duration of tour / no. of days • Names of airports • Transport / shuttle • Departure dates • Route Plan

Accommodation details • Attractions • Activities • Price • Tour available • Duration of tour/no. of days • Names of airports • Meals that are included in the

tour • Transport/ Transfers • Departure Dates • Route Plan • Universal accessibility

MTP

(2) 2.2.2 Format is not given on a day-to-

day basis • Information on meals have

not been given • No optional tours have been

included • Detailed times have not been

given • Universal accessibility • Star grading of

accommodation

Detailed times are not given • No optional tours have been

included

MTP

(2)

2.3 2.3.1 A

B Mr and Mrs Zamer – LED Tour Marcos and Augustina – Pangea Tour

MTP (2)

2.3.2 Yes, it is wheelchair friendly for people with special needs. MTP (2) 2.4 2.4.1 10 hours 15 minutes (Flying time) + 3 hours 25 minutes (stop over

time) + 5 hours 15 minutes(Flying time) =18hrs 55 minutes Note: No part marks will be awarded

MTP (2)

2.4.2 (a) jet lag MTP (1) (b) They will be crossing many time zones.

• Disruption in the body’s bio-rhythms MTP (1)

2.5 2.5.1 Passport

Yellow fever certificate (Do not accept ‘yellow fever’ only) • Health certificate • Visa - if stay is for more than 90 days

(Travel period must be specified)

MTP (2)



2.5.2 (a) Compulsory vaccinations are regulated (by the World Health

Organisation) according to identified threats found in some countries • To contain the spreading of a high risk disease (b) Recommended vaccinations are just a precautionary measure to ensure the health of individual tourists and are optional. • Recommended vaccinations are not a measure for high risk

diseases.

MTP (2) (2)

2.5.3 Peru wants to encourage South Africans to come into their

country • Minimise any cost implications to enter the country.

MTP

(2)

• An agreement between two countries • Visa not required for a stay up to 90 days 2.5.4 Tourism businesses

Loss of business, therefore loss of profits as fewer people will be travelling due to fear of contracting the disease. • Loss of jobs • Loss of revenue / GDP contribution Travel trends globally (focus on movement of tourists) There will be a decrease in tourism due to a reluctance to travel outside of their countries due to the threat of the disease. • Tourists will be reluctant to travel to Africa. Airport operations Increased security and screening of passengers • Specialised medical facilities/ scanning equipment will have to be

installed at airports. • Increased delays and inconvenience for passengers at the airport Liability of Government: Must ensure policy is in place and implementation of policy is conducted to protect the people all over the world. • To educate travellers by providing tools to monitor their

symptoms • Health departments must actively monitor travellers who

developed symptoms. • Government should inform the WHO of any reported outbreaks

and how these outbreaks are monitored • Government must render support to medical facilities and health

services (Accept examples)

MTP

(8)

[40]



QUESTION 3 3.1 (Using the BBR)

£1 560 (x )15,66 OR • R24 429,60

= R24 429,60 Note: No marks are awarded if the wrong currency code or symbol was used. Award the mark if no currency code or symbol was used.

FX (3)

ALTERNATIVE ANSWER 3.1 (Using the BSR)

£1 560 (x )16,39 OR • R25 568,40

= R25 568,40 Note: No marks are awarded if the wrong currency code or symbol was used. Award the mark if no currency code or symbol was used.

FX

3.2 R250 (÷) 3,55

OR • PEN70,42

= PEN70,42 Note: No marks are awarded if the wrong currency code or symbol was used. Award the mark if no currency code or symbol was used.

FX (3)

ALTERNATIVE ANSWER 3.2 R250 (÷) 3,90

OR • PEN64,10

= PEN64,10 Note: No marks are awarded if the wrong currency code or symbol was used. Award the mark if no currency code or symbol was used.

FX

3.3 The PEN is not as strong in value when compared to the strong GBP.

A South African tourist will get more value for his money in Peru and therefore have more to spend in Peru when compared to the UK and therefore have less buying power in the UK. • The South African will get more PEN than GBP for his/her rand; therefore

he/she will be able to spend more in Peru. • It is cheaper to visit Peru which is a better value-for-money destination.

FX

(4)

[10]

TOTAL SECTION B: 50



SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE TOURISM;

MARKETING

QUESTION 4 4.1 Icon Country City Reason why it is regarded as a

religious icon

4.1.1 A Israel Jerusalem The holiest Jewish site in Judaism • Part of the wall of the Second

Jewish Temple built by King Herod

• One of the seven wonders of the Holy City, Jerusalem

TA (4)

4.1.2 B Saudi Arabia

Mecca Most sacred city of the Islamic faith • Spiritual centre of all Muslims • Muslims face Mecca during their

daily prayers • Focal point of Muslim pilgrimage,

the Hajj

TA (4)

4.1.3 C Italy Rome • Vatican

city

Seat of the Roman Catholic Church • Home of the Pope, head of the

Catholic Church (Christianity)

TA (4)

Note: Do not accept “go to pray” without elaboration. Answers must reflect the religious significance to each icon. Accept examples of religious activities specific to each site, for example inserting letters into holes in the Wailing Wall. Accept the type of tourist (religious) that will visit the icon.

4.2 4.2.1 A Uluru

• Ayers Rock • Uluru-Kata Tjuta National Park

TA (2)

B Sydney Opera House

Note: Do not accept “Opera House” only.

(2)



4.2.2 Uluru is remotely located in the interior of the country (outback)

• Located in the desert area where tourists have to travel long distances on desolate roads to reach the icon, and few tourists will visit the icon.

• The attraction will only attract a certain type of tourist / niche market to the sacred site.

• Unlike Uluru, Sydney Opera House is located in an urban city with an international airport in close proximity to reach the icon

• Well developed tourism infrastructure in Sydney, and passengers on cruise liners can easily reach the icon via the harbour, which is not the case with Uluru.

• Sydney Opera House is popular and events hosted there attract tourists.

TA (2)

4.3 4.3.1 Located on the border of two countries • Located on the Niagara River between USA and Canada • Located between the twin cities • There are two lakes on either side of the falls

TA (2)

4.3.2 Job creation through increased tourist demand • Day visitors using tourist facilities in Ontario generate revenue /

multiplier effect • Overnight visitors staying in Ontario's accommodation generate

income • Positive word-of-mouth advertising by American tourists • Return visits from satisfied tourists • Stronger US dollar makes Ontario a cheaper destination.

TA (2)

4.3.3 Seasonality will have little impact on the occupancy rate because tourist numbers remain constant throughout the year. • Seasonality has little impact on the occupancy rate because

many tourists from the USA are day visitors

TA (2)

4.4 4.4.1 An environmental policy has been drawn up • A carbon emissions measuring programme has been put in place • A sustainability committee has been established. • Visitors can participate in green conscious practices. • R30 million was invested in resource management.

TA (2)

4.4.2 The V&A Waterfront will be excellently marketed locally and/or internationally to attract discerning visitors who support practices of responsible tourism By having environmental policies in place and receiving the award for 'Best Destination for Responsible Tourism' will help attract visitors so that the actual numbers exceed the target numbers • Tourists support attractions where they have proper management

practices in place. • For many tourists it is part of their social responsibility to support

green conscious practices. • Excellent marketing increases awareness of their status as green

practitioners and increases tourist numbers.

TA (4)

[30]



QUESTION 5 5.1 WHS 1 WHS 2 CH 5.1.1 Full official name (a) iSimangaliso

Wetlands Park Note: Do not accept “iSimangaliso” only

(b) Cape Floral Kingdom • Cape Floral Region

(2)

5.1.2 Type of World Heritage Site

(a) Natural (b) Natural CH (2)

5.2 It is an unusual natural phenomenon, for example leather back turtles after +

30 years return to the same breeding ground to where they were born to lay the eggs. • The Leatherback turtles are a unique and sensitive attraction that adds

value to the World Heritage Site. • The Leatherback turtles are a threatened species and this makes it a

sensitive tourism resource that needs protection. • Leatherback turtles always return to nest in KwaZulu Natal.

CH (2)

5.3 5.3.1 The fynbos species are only found in this area of South Africa, the

only habitat for this flora in the world. • It is one of the biodiversity hotspots of the world. • The protea is South Africa's national flower and its habitat needs

protection. • Certain Fynbos, Protea, Erica and Renosterveld species are

threatened and only grow in this sensitive habitat. • Fynbos is resilient even when threatened by fires.

CH (2)

5.3.2 Intervention if threatened by factors like poor management, external

factors like drought, floods and fire • World Heritage Sites are reviewed annually by a UNESCO

committee to establish if the site still meets the criteria. • Ensure the site is not damaged and is correctly protected. • Promotes the site by having it on the UNESCO website • Promotes the site by displaying the UNESCO banner at the sites.

CH (2)

[10]



QUESTION 6 6.1 6.1.1 With direct flights it is easier for Chinese tourists to travel to South

Africa • No stop over.

M (2)

6.1.2 Fear of Ebola in Africa

Stricter visa requirements make it difficult for the Chinese to go to the South African embassy to do the biometric testing. • Other destinations offer more attractive packages / competition

for South Africa.

M (2)

6.1.3 Marketing South Africa at travel trade shows in China

• SATourism can hold road shows in China • Chinese travel agents are trained to market SA as a long haul

destination. • More visa application centres to be opened in China • Marketing done in Mandarin (Chinese language) • Offer incentives to travel agents /tour operators in China who

have the largest sales of tour packages to South Africa • Train tour guides in SA to speak mandarin. • Do research on the needs of Chinese tourists and offer attractive

travel packages that meet their needs and expectations

M (2)

6.2 6.2.1 SATourism M (1) 6.2.2 To market South Africa domestically and internationally as a

destination of choice M (2)

6.2.3 ‘Inspiring new ways’ M (1) [10]

TOTAL SECTION C: 50



SECTION D: TOURISM SECTORS; SUSTAINABLE AND RESPONSIBLE TOURISM

QUESTION 7 7.1 Frontline / frontline staff

• Face to face

Note: Do not accept examples of front line staff.

TS (1)

7.2 Code of Conduct TS (1) 7.3 '...because she failed to comply with the agreement to remove facial

jewellery and cover visible tattoos while at work.' • ‘...Jane had not met the conditions of her agreement despite verbal and written warnings.’ Note: No marks are awarded unless the answer is a quotation from the extract.

TS (2)

7.4 The policy guides employers and employees on what the company

considers acceptable regarding appearance. • The policy can be used to regulate employee behaviour. • The policy can be used to support allegations against employees. • The policy will assist employees in understanding the professional

image that the company wants to maintain. • The company can protect itself against any legal action taken by

the employee on the issue. • To ensure customer confidence. • To set basic standards for staff appearance. • To maintain their professional image.

TS (2)

7.5 A customer may take offence because the employee is not conducting

herself in a professional manner. • Tourists can be repulsed (put off) by her appearance. • It may contradict some tourists' values, principles and cultural

beliefs. • Some tourists would not want to expose their children to a bad

example. • Some tourists' perception or stereotyping of piercings and tattoos is

negative, and the character of the employee and the business itself becomes questionable.

• It is in direct contrast with the professional image of the business

TS (2)



7.6 As a manager of the hotel, Bob has the responsibility of ensuring

adherence to company policy. Jane was hired based on her qualifications on the condition she covers her tattoos and removes facial piercings, to which she agreed. The company had a policy in place that regulated its dress code. The correct disciplinary procedures were followed – verbal and written warnings were given. All procedures complied to labour laws • She was given a probation period of 3 months to adhere to the

company policy • She was dismissed as a last resort to solve the problem. • She breeched her contract of employment - she disobeyed policy

and got more tattoos. • She filed an employment discrimination grievance despite being

the one that did not comply to her agreement. • She can influence other employees negatively to rebel against

company policy.

TS (10)

[18]



QUESTION 8 8.1 'Reducing its carbon footprint' means the company lessons the negative

impact they have on the natural environment in which they do business. Note: accept any example that indicates environmentally friendly behaviour

SR (2)

8. 2 8.2.1 Their vehicles use alternative fuel

• The company uses energy efficient vehicles OR • Corporate social investment

SR (2)

8.2.2 They added 500 Nissan LEAF vehicles to their fleet

• Their airport shuttle buses will all be using biodiesel OR • 4% of CSI donations are allocated to environmental issues Note: Example must be linked to 8.2.1

(2)

8.3 8.3.1 88% of donations go to charities identified by employees.

• The employees are involved in the decision making process. • They let their employees decide who Enterprise Holdings must donate to Note: responses must focus on employee involvement

SR (2)

8.3.2 A percentage of the allocated funding for CSI is divided amongst the

various social upliftment programmes identified by the employees. • A large percentage of Enterprise Holdings' donations contribute

to social upliftment, for example education, public/social benefits/health and human causes.

• Donations to arts as an investment in local culture

(2)

8.4 91%

• Arts 6% + public / social 14% + education 14% + health and human services 57% = 91%

SR (2)

[12]

TOTAL SECTION D: 30



SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL

TOURISM; COMMUNICATION AND CUSTOMER CARE

QUESTION 9 9.1 9.1.1 Money meant for schools, health care and other public service

improvements/upgrades did not occur. Projects eventually were not privately funded. • People were relocated to make way for projects. • Large amounts of money spent on building stadiums. • Many believed the Games only benefited the rich. • Felt let down by their government owing to promises not kept. • Many projects intended to improve the quality of life, remained

unfinished.

DRI (4)

9.1.2 Raise the nation's confidence by fulfilling promises made since the

World Cup, for example upgrading education/health and public services. Complete all outstanding projects meant to benefit the entire nation. Create more job opportunities in preparation for the Olympic Games. • Government must ensure the projects linked to the Olympic

Games are privately funded. • Government should spend money wisely and not at the expense

of taxpayers and communities. • Ensure the entire nation benefits from hosting the Games and

not just a particular income group. • Offer reasonable options to the local residence when they are

expected to relocate.

DRI (6)

9.2 9.2.1 Increase in tourist arrival numbers to South Africa were noted in all

6 regions from the 2nd quarter to the 3rd quarter. • Notable improvements in some markets in the third quarter for

example Europe and Americas. • An increase in international arrivals to South Africa was recorded

in all the air markets. • In Quarter 3 there was an increase of air market tourists who

visited South Africa.

DRI (2)



9.2.2 The greater the tourist arrivals, the bigger the tourist spend and

foreign market share. An increase in tourist volumes means South African businesses are being supported and generating profits and contributing to the economy. • Creation of jobs • GDP growth. • Increased foreign earnings • Improved infrastructure • Creation of investment opportunities • Set the multiplier effect into motion • A greater demand creates more opportunity for new businesses

DRI (4)

9.2.3 Zimbabwe is landlocked. The majority of Zimbabweans enter South

Africa by road and rail. • They prefer road transport as they are now granted easy entry at

the border post and there is no visa requirement. • Using road transport into South Africa is cheaper than air travel.

DRI (2)

9.3 9.3.1 Our inbound African land markets frequent South Africa for

shopping purposes. • Cheap, affordable priced goods found in South Africa. • Unique/wide variety of goods available to be purchased. • Favourable exchange rate making South Africa a shopper’s

paradise. • Many large shopping centres are to be found across the country

offering a range of goods at competitive prices.

DRI (2)

9.3.2 Increase the marketing efforts displaying technologically advanced

equipment in the medical field. • Utilising medical professionals to be brand ambassadors who

account for South Africa’s medical history. • Increase awareness of alternative medical options available in

South Africa, for example health spas, wellness centres and traditional healers.

• Offer attractive packages that include medical procedures, care and recuperation.

• Government needs to market our country as a cost-effective destination for medical procedures.

• Showcase our accredited/skilled medical professionals, hospitals/clinics and all other medical service providers to promote medical tourism.

• Use our diverse cultural and natural attractions as a bonus to attract medical tourists, who can recover whilst enjoying what we have to offer.

• Host international medical conferences / international exchange programmes

(2)

[22]


Copyright reserved

QUESTION 10 10.1 Poor service skills when dealing with the guests

Poor food presentation / quality of food • Slow service in the restaurant • Delays in food orders from the kitchen • Items displayed on the menu, whilst not available • Incorrect order captured by the waitron • Not enough waitrons Note: Accept any complaint that is relevant to poor food quality and poor service in a restaurant

CC (4)

10.2 Staff sent for regular training courses to improve service delivery skills.

Training methods adopted to improve the speed of service and the quality of food presentation. • Ensure that all items on the menu are always available. • Staff trained on ways to improve time management skills • Continuous feedback from customers • Continuous training and supervision from managers • Employ more staff • Follow disciplinary procedures to dismiss the employee • Offer incentives to employees to maintain good work ethics.

CC (4)

[8]

TOTAL SECTION E: 30 GRAND TOTAL: 200

Documents

NA T IONAL SENIOR C ERTIFI C AT E GRAD E 12 · 2019-12-02 · 1.2.2 A type of electronic fund transfer 1.2.3 This icon with genuine gold turrets and marble walls symbolises the eternity