national senior certificate grade 12 · 2.2.1 apart from the two economic objectives mentioned in...

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This question paper consists of 2 2 pages .

TOURISM

NOVEMBER 2013

NATIONAL SENIOR CERTIFICATE

GRADE 12

Tourism 2 DBE/November 2013 NSC


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

This question paper consists of FIVE sections: SECTIONS A, B, C, D and E. Answer ALL the questions in your ANSWER BOOK. Start EACH question on a NEW page. In QUESTION 6.4 show ALL calculations and round off to TWO decimal places. In SECTIONS B, C, D and E write ALL the answers in complete sentences where necessary. Non-programmable calculators may be used. Write with black or blue ink only.

The table below is a guide to help you manage your time according to each section: SECTION A Short Questions

40 marks 20 minutes

SECTION B Tourism as an Interrelated System

40 marks 40 minutes

SECTION C Sustainable and Responsible Tourism

40 marks 40 minutes

SECTION D Tourism Geography, Attractions and Travel Trends

50 marks 50 minutes

SECTION E Customer Care and Communication

30 marks 30 minutes



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.

1.1.1 The 2014 FIFA World Cup will be held in … A

B C D

England. South Africa. the USA. Brazil.

1.1.2 Marthinus van Schalkwyk has been the minister of this department

since 2001:

A

B C D

CATHSSETA NDT SAT TEP

1.1.3 A gathering of heads of state or heads of government is called a … A

B C D

summit. conference. workshop. seminar.

1.1.4 The attraction sector in tourism includes careers such as

entertainment manager, gaming operator and …

A

B C D

bank manager. project manager. FOREX agent. tourist guide.

1.1.5 A 65-year-old couple from Cape Town enjoys seaside holidays in

Durban. They belong to the … segment of the Domestic Tourism Growth Strategy (DTGS).

A

B C D

striving-families well-off-homely-couples golden-active-couples young-and-upcoming



1.1.6 The following event in 2013 had a positive effect on domestic

tourism in South Africa:

A

B C D

The London Olympic Games An earthquake in Japan The African Cup of Nations Political instability in Syria

1.1.7 Tourists who stay at an FTTSA certified establishment are assured

that:

1.

2. 3. 4. A B C D

Their visit benefits local communities. Business profits are guaranteed to increase significantly. The business is operated ethically. The business is operated in a socially and environmentally responsible manner. 1, 2, 3 1, 3, 4 2, 3, 4 All the above-mentioned

1.1.8 Heritage tourism can include … A

B C D

bungee jumping. graveyard tours. hiking safaris. B and C are correct.

1.1.9 The explanation of symbols found on a map is known as … A

B C D

a legend. scales. distance indicators. icons.

1.1.10 The line of latitude that divides the earth into the Northern and

Southern Hemispheres:

A

B C D

Equator Tropic of Cancer Tropic of Capricorn Universal Time Coordinate (UTC)



1.1.11 The type of aircraft indicated on a flight schedule informs the

passenger of the …

A

B C D

name of the carrier. price of the ticket. frequency of the flights. size of the aeroplane.

1.1.12 This is a common symptom of jet lag: A

B C D

Increased appetite High energy levels Night blindness Disorientation

1.1.13 This European country does NOT use the euro as their unit

of currency:

A

B C D

Greece Spain Italy England

1.1.14 The 1% levy collected from tourism businesses by TOMSA is

used to …

A

B C D

sponsor events. buy property. build new hotels. market South Africa.

1.1.15 A method used by tourism businesses to address their marketing

objectives is a marketing …

A

B C D

plan. tool. mix. action.

1.1.16 The … market is the core market that forms the basis on which

tourism growth in a country is built.

A

B C D

international emerging domestic established international



1.1.17 The category of tourist that is classified as part of MICE tourism: A

B C D

Adventure tourist Business tourist Ecotourist Health tourist

1.1.18 Excellent customer service in the tourism industry is acknowledged

by the … Awards.

A

B C D

Welcome ETEYA Imvelo Kudu

1.1.19 This type of technology CANNOT be used to make a payment: A

B C D

Automated teller machine Speedpoint machine Teleconference Telephone

1.1.20 In 2012 this event impacted NEGATIVELY on the image of South

Africa as a potential inbound tourism destination:

A

B C D

The performance of the paralympic teams The poor performance of the rand The Marikana disaster The performance of the national rugby and soccer teams

(20 x 1) (20) 1.2 Give ONE word/term/phrase for each of the following descriptions. Write only

the word/term/phrase next to the question number (1.2.1–1.2.5) in the ANSWER BOOK.

1.2.1 The currency code for South Africa's unit of currency (1) 1.2.2 The process of changing money from one currency to another (1) 1.2.3 The change in the value of a currency from one day to the next (1) 1.2.4 The value of one currency in comparison with another currency (1) 1.2.5 The total value of goods and services produced in a country over

one year

(1)



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 colourful houses of the Bo-Kaap are associated with the

(Greek/Malay) people.

(1) 1.3.2 Beadwork and clothing are examples of tourism (products/

services).

(1) 1.3.3 Batho Pele is a phrase meaning (people first/proudly South

African).

(1) 1.3.4 The size of the environmental impact of tourism on business

operations is known as its (carbon footprint/carbon copy).

(1) 1.3.5 Xenophobic violence is an example of a (political situation/

natural occurrence).

(1) 1.4 Choose a job description from COLUMN B that matches a team member 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 J.

COLUMN A COLUMN B

1.4.1 1.4.2 1.4.3 1.4.4 1.4.5

Scribe Leader Clarifier Gatekeeper Harmoniser

A B C D E F

calm, reflective individual who summarises the group's discussion and conclusions the main skill is to have a clear writing style and an ability to organise information for easy access the person who deals with differences in the group, trying to bring peace among individuals the person who offers new ideas and suggests solutions a person who has the energy, determination and initiative to overcome obstacles and bring competitive drive to the team the person who will ensure that everyone has a role to play and works within the scope of the project

(5 x 1) (5)



1.5 Use the clues provided to complete the crossword puzzle below. Do NOT

copy the puzzle into the ANSWER BOOK. Write only the question number (1.5.1–1.5.5) and the answer in the ANSWER BOOK.

1.5.5

1.5.4

1.5.3

1.5.2

1.5.1

A

CLUES: ACROSS DOWN 1.5.1 Tourists are advised to avoid

swimming in stagnant water to protect them from this water-borne disease.

– (1)

1.5.2 – This potentially deadly disease is mostly found in Mpumalanga and Limpopo.

(1)

1.5.3 – The acronym for the organisation responsible for the monitoring of infectious diseases globally.

(1)

1.5.4 – This precautionary measure is taken against yellow fever and hepatitis B.

(1)

1.5.5 – Tourists are advised to drink … water when travelling in foreign countries.

(1)

TOTAL SECTION A: 40



SECTION B: TOURISM AS AN INTERRELATED SYSTEM QUESTION 2 2.1 Study the cartoons below and answer the questions that follow.

CARTOON A

[Source: www.cartoonstock.com]

CARTOON B

[Source: www.cartoonstock.com]

2.1.1 Identify the product offered in CARTOON A. (1)

2.1.2 (a) Identify the quality of the service offered to the customer in CARTOON A.

(1)

(b) Give TWO reasons to substantiate your answer to QUESTION 2.1.2(a).

(4)

EZEE AIRLINES CUSTOMER SERVICE CENTRE

Please ring the bell for attention!

Come on! Make it

snappy! I don't have all day!

RANDY'S FAST FOODS



2.1.3 (a) Explain TWO ways in which poor customer service in

CARTOON B will impact negatively on South Africa's gross domestic product (GDP).

(4)

(b) Recommend TWO steps that the manager of EZEE

Airlines can implement to improve customer service.

(4) 2.2 Refer to the information below and answer the questions that follow.

WHITE PAPER

THE DEVELOPMENT AND PROMOTION OF TOURISM IN SOUTH AFRICA

GOVERNMENT OF SOUTH AFRICA DEPARTMENT OF ENVIRONMENTAL AFFAIRS

AND TOURISM

MAY 1996

THE ECONOMIC OBJECTIVES OF THE TOURISM WHITE PAPER

Two of the eleven economic objectives listed in the White Paper are: • To promote domestic tourism amongst all South Africans • To optimise (make the best use of) opportunities for SMMEs, specifically

for emerging entrepreneurs

2.2.1 Apart from the two economic objectives mentioned in the extract above, state the main aim of the Tourism White Paper.

(2)

2.2.2 Study the economic objectives of the Tourism White Paper. (a) (i) Name ONE initiative/campaign introduced by the NDT

that addresses this objective.

(2)

(ii) Explain how the initiative/campaign that you named in QUESTION 2.2.2(a)(i) addresses the objective.

(2)

(b) (i) Name ONE initiative introduced by the NDT that

addresses the objective 'to optimise (make the best use of) opportunities for SMMEs, specifically for emerging entrepreneurs'.

(2)

(ii) Explain how the initiative/campaign that you named in QUESTION 2.2.2(b)(i) addresses the objective.

(2)

2.3 The Tourism BBBEE scorecard and charter are used to measure the level of

transformation of the tourism industry.

State THREE indicators used in the BBBEE scorecard to measure

transformation within the tourism sector.

(6) [30]



QUESTION 3 Study the conditions of employment and the advertisement of a vacancy in the hospitality sector below and answer the questions that follow.

BEACON STAR HOTEL: CONDITIONS OF EMPLOYMENT

Working hours: 45 hours per week Overtime: By arrangement only, not more than 10 hours per week overtime. Payment of overtime: Overtime should be paid at one and a half times the worker's wage. Work on Sundays: If a worker does not normally work on Sunday, the employer must pay double the normal rate. Public holidays: Workers work on a public holiday by agreement. Night work: Night work can only be performed by agreement. Leave: An employee is entitled to four types of leave, namely annual, sick, family responsibility and maternity. Gratuity: Employees keep gratuities (tips) received.

The five-star Beacon Star Hotel has a vacancy (job) for a porter. The advertisement below appeared in a local newspaper.

VACANCY Beacon Star Hotel

Cape Town

PORTER

Benefits: ____________________ ____________________

E-mail applications to [email protected]

3.1 Name TWO main duties of a porter. (2) 3.2 State TWO working conditions of a porter at the Beacon Star Hotel. (2) 3.3 Name TWO characteristics of a good porter. (2) 3.4 Explain TWO benefits offered by the Beacon Star Hotel. (4) [10] TOTAL SECTION B: 40



SECTION C: SUSTAINABLE AND RESPONSIBLE TOURISM QUESTION 4 4.1 Read the extract below and answer the questions that follow. WELCOME TO PHASA

Professional Hunters' Association of South Africa

Our Vision To be the leading professional hunting authority making the best use of wildlife and professional hunting talent in South Africa to the benefit of all stakeholders and the community in an appropriate and sustainable manner, thereby conserving the resource base for generations to come. Mission Statement PHASA supports conservation and ecologically sustainable development and use of natural resources, for the benefit of current and future generations, through the promotion of ethical hunting.

HUNTING PRICES OF A HUNTING COMPANY IN SOUTH AFRICA TROPHY PRICE Baboon US$200 Black Wildebeest US$1 150 Blesbuck – common US$480 [Source: www.phasa.co.za] 4.1.1 Match each of the underlined terms or phrases in the extract above

with the THREE pillars of responsible and sustainable tourism.

(6) 4.1.2 (a) Do you think PHASA is protecting our wildlife?

(1)

(b) Give ONE reason for your answer to QUESTION 4.1.2(a). (2) 4.1.3 Suggest ONE way in which legal hunting in South Africa can uplift

a community.

(2) 4.1.4 Recommend ONE method to stop rhino poaching in South Africa. (2) 4.1.5 Give TWO reasons why the black wildebeest is more expensive to

hunt than the other animals in the table above.

(4) 4.2 4.2.1 What does the acronym CITES stand for? (2) 4.2.2 Discuss ONE way in which CITES is contributing to the protection

of our rhino species.

(2) [21]



QUESTION 5 5.1 Read the advertisements below and answer the questions that follow. An entrepreneur has R7 million and wants to buy an established adventure

tourism business for large groups of tourists. He has to compare the two adventure tourism properties below.

ADVERTISEMENT A ADVERTISEMENT B FOR SALE

Dullstroom , Mpumalanga Small 200 ha farm. Fly fishing, horse trails, 4x4 routes, hiking

trails, paragliding, camping facilities and a large ten-bedroom

house with en suite facilities. R6,2 million.

Contact Mervin: 072 633 5478

FOR SALE Ballito, KZN North Coast

Large 1 000 ha working sugar cane farm, 50 km from Durban. Direct access to private beach.

Small deep-sea fishing boat included. One cottage with two

bedrooms. R5,9 million. Contact Charne: 081 765 8293

5.1.1 Choose the most suitable property for adventure tourism and give

ONE reason for your choice.

(3) 5.1.2 Identify the advertisement which offers marine tourism potential.

Give ONE reason for your choice.

(3) 5.1.3 Give ONE possible reason why the entrepreneur wants to

purchase an established tourism business.

(2) 5.1.4 Give ONE reason why the phrase 'direct access to private beach'

would appeal to the well-off-homely-couple market segment.

(2) 5.1.5 Refer to ADVERTISEMENT A on the Dullstroom property.

Study the SWOT analysis below and complete the table by giving ONE example each at (a) and (b). DO NOT copy the table into the ANSWER BOOK.

SWOT ANALYSIS Strengths The farm is a small manageable size. Weaknesses The property is more expensive. Opportunities (a) (2) Threats (b) (2)



5.2 Study the photograph below and answer the questions that follow.

Siyanamukela Cul tural Vi l lage (*Siyanamukela: 'You are welcome.')

' It 's right here in South Africa.'

A Rainbow of Cultures

Our unique and diverse South African culture

attracts many local and international

visitors. Our cuisine, our wine, our arts and crafts and our hospitable people

promise an unforgettable

cultural experience. Most international

visitors leave South Africa with a lasting

impression of friendly, easygoing

South Africans always ready for a

laugh.

[Source: www.southafrica.net] 5.2.1 Identify THREE cultural aspects in the photograph that tourists can

experience at Siyanamukela Cultural Village.

(3) 5.2.2 Discuss ONE way in which Siyanamukela Cultural Village

contributes to making South Africa a destination of choice.

(2) [19]

TOTAL SECTION C: 40



SECTION D: TOURISM GEOGRAPHY, ATTRACTIONS AND TRAVEL TRENDS QUESTION 6 6.1

6.1.1 Name the line of longitude at A in the illustration above. (1) 6.1.2 Comment on why the shape of this line is different from the shape

of the other lines of longitude.

(2) 6.2 Study the cartoon below and answer the questions that follow. You can 't stop t ime …

... but you can turn the c lock forw ard by one hour.

6.2.1 Identify the practice illustrated by the cartoon above. (1) 6.2.2 Name ONE positive impact this practice has on a country's tourism

industry.

(2)

A



6.3 Study the world time zone map below and answer the questions.

New

Yor

k

Rio

de

Jane

iro



6.3 Use the time zone map and the information below to answer the questions

that follow. Show ALL calculations and apply DST where necessary.

A couple from South Africa is planning a trip to Rio de Janeiro in Brazil.

The couple will depart from OR Tambo International Airport. They will fly for 10 hours and arrive in Rio de Janeiro at 11:00 on 10 June.

6.3.1 Calculate the departure time and day or date from OR Tambo

International Airport. (Ignore DST.)

(6) 6.3.2 Name the travel-related condition that the couple may experience on

arrival in Rio de Janeiro.

(1) 6.3.3 The next leg of the couple's journey will be New York. They will

arrive in New York at 08:00 on 30 June. On arrival they will call their children in South Africa. NOTE: New York is practising DST.

Calculate the time and date the children will receive the call in

South Africa.

(6) 6.4 Study the currency table below and answer the questions that follow. RAND EQUIVALENT AS AT 2 NOVEMBER 2013 CURRENCY BBR BSR

1 British pound (£) 13,30 13,90

BBR: The bank buying rate is used when banks buy foreign currency. BSR: The bank selling rate is used when banks sell foreign currency. A South African couple has R21 500 for their holiday to London. 6.4.1 Calculate how much they will receive in British pounds for

their R21 500.

(3) 6.4.2 A German tourist searched the Internet for the price of a return

air ticket from Frankfurt to Johannesburg on South African Airways (SAA).

TOTAL PRICE (INCLUDING ALL

TAXES)

DEPARTURE TIME

ARRIVAL TIME

€1 191,86 20:05 +07:30 (a) Using the exchange rate of 1 euro = R10,56, convert the

price of the air ticket into rand.

(2) (b) What does the plus sign (+) in front of the arrival time

indicate?

(1) [25]



QUESTION 7 7.1 Study the graph and the list of global events and political situations below that

had a huge impact on tourism trends in South Africa and answer the questions that follow.

THE IMPACT OF GLOBAL EVENTS AND POLITICAL SITUATIONS

ON TOURISM IN SOUTH AFRICA

[Source: SATourism 2010] tsunami in South-East Asia; first democratic elections in South Africa;

Nelson Mandela released; World Trade Centre bombings in New York (9/11); Rugby World Cup

7.1.1 Match FIVE global events and political situations in the list above

with the date lines in the graph. Write only the letter (A–E) and the answer in the ANSWER BOOK.

(5)

7.1.2 Discuss TWO reasons why there was little growth in tourist arrivals

from 1981 to 1989.

(4) 7.1.3 The bombing of the World Trade Centre in New York caused an

increase in foreign arrivals to South Africa. Write a paragraph, discussing THREE reasons for this phenomenon (occurrence or trend).

(6)

1967

19

71

1977

19

81

1985

19

89

1993

19

95

2001

2003

20

07

FOREIGN TOURIST ARRIVALS TO SOUTH AFRICA, 1967 –2009 12

10

8

6

4

2

0

E D

C B

Sanctions against SA lifted

A

State of emergency Sanctions era



7.2 THE ROLE OF SA TOURISM IN MARKETING SOUTH AFRICA

The core of South African Tourism's (SA Tourism) business is marketing in the leisure and business tourism markets.

7.2.1 Give ONE reason why South African Tourism focuses its marketing

on business tourism.

(2) 7.2.2 Suggest TWO ways in which a business tourist can be convinced

to spend more money in South Africa.

(4) 7.2.3 SA Tourism is always looking for new and emerging international

markets to promote South Africa as a destination.

Explain the TWO most important aspects South African Tourism

will consider before they decide to spend money on international marketing.

(4)

[25] TOTAL SECTION D: 50



SECTION E: CUSTOMER CARE AND COMMUNICATION QUESTION 8 8.1 Study the cartoon below and answer the questions that follow. Employees of Pezulu Shuttle Services meet monthly

to assess the level of customer satisfaction.

8.1.1 Identify the strategy used in the cartoon which aims to improve the

quality of service in this business.

(2) 8.1.2 Explain the TWO steps that will be used in the quality control

process identified in QUESTION 8.1.1.

(4) 8.1.3 Describe TWO advantages of quality control in a tourism business. (4) 8.1.4 Besides the strategy identified in QUESTION 8.1.1, name TWO

other ways in which tourism businesses can achieve and maintain quality service.

(4)

8.1.5 Suggest TWO methods that the company can use to turn an

unhappy customer into a happy customer.

(4)

Pezulu Shuttle Services

Okay! When the graph goes

down, it means ...

Rain by the weekend?

Hire people?

Fire people?

Turn the chart upside

down!

Look very busy!

Com

plai

nts



8.2 Name ONE possible method that an accommodation establishment can use

to meet the expectations of the following guests:

8.2.1 A guest in a wheelchair (1)

8.2.2 A guest that smokes (1)

8.2.3 A frequent (regular) guest (1)

8.2.4 A family with young children (1) 8.3 The African continent represents the biggest inbound tourist market. Name TWO cultural needs that a tourism business should consider when

dealing with this market.

(2) [24] QUESTION 9 9.1 Study the cartoon below and answer the questions that follow.

Teamwork goes beyond what the 'boss says'.

Give your understanding of teamwork.

(2)

Teamwork is a lot of people

doing what the BOSS says! What is teamwork?


Copyright reserved

9.2 Study the diagram below and answer the questions that follow. Fax2email is a new product that makes it possible to receive faxed documents

as e-mail attachments.

How it w orks

9.2.1 Besides the technology in the diagram above, name ONE other

form of technology that can be used to receive a fax electronically.

(2) 9.2.2 Explain ONE advantage of fax2email for a business tourist. (2) [6]

TOTAL SECTION E: 30 GRAND TOTAL: 200

Fax is received in e-mail inbox

Faxes sent from e-mail as attachments

Fax is sent to your fax2email number

1

2

3


MARKS: 200

This memorandum consists of 15 pages.

TOURISM

NOVEMBER 2013

MEMORANDUM

NATIONAL SENIOR CERTIFICATE

GRADE 12

Tourism 2 DBE/November 2013

NSC – Memorandum


SECTION A: SHORT QUESTIONS QUESTION 1

1.1 1.1.1 D LO3 AS 6

1.4 1.4.1 B LO4 AS4

1.1.2 B LO1 AS.2

1.4.2 E LO4 AS4

1.1.3 A LO3 AS.6

1.4.3 A LO4 AS4

1.1.4 D LO1 AS3

1.4.4 F LO4 AS4

1.4.5 C LO4 AS4

(5)

1.1.5 C LO1 AS2

1.1.6 C LO3 AS6

1.5 1.5.1 Cholera/Bilharzia LO3 AS3

1.1.7 B LO2 AS2

1.5.2 Malaria LO3 AS3

1.1.8 B LO2 AS4

1.5.3 WHO LO3 AS3

1.5.4 Vaccination LO3 AS3

1.1.9 A LO3 AS1

1.5.5 Bottled LO3 AS3

(5)

1.1.10 A LO3 AS1

1.1.11 D LO3 AS2

1.1.12 D LO3 AS2

1.1.13 D LO3

AS1

1.1.14 D/ A LO3 AS2

1.1.15 A LO2 AS3

1.1.16 C LO3 AS 4

1.1.17 B LO1 AS1

1.1.18 A LO4 AS3

1.1.19 C LO4 AS5

1.1.20 C LO3 AS6

(20 x 1)

1.2 1.2.1 ZAR LO3 AS5

1.2.2 Foreign exchange/ FOREX/FX

LO3 AS5

1.2.3 Currency fluctuation/Fluctuation LO3 AS5

1.2.4 Rate of exchange/Exchange rate/ROE LO3 AS5

1.2.5 Gross Domestic Product/GDP LO1 AS1

(5)

1.3 1.3.1 Malay LO2 AS4

1.3.2 products LO2 AS4

1.3.3 People first LO1 AS2

1.3.4 Carbon footprint LO2 AS2

1.3.5 Political situation LO3 AS6

(5)

TOTAL SECTION A: 40


NSC – Memorandum


* Notes to markers are indicated in italics * Where two or more marks are indicated, part marks may be awarded based on the responses of candidates. Half marks (½) may not be awarded.

SECTION B: TOURISM AS AN INTERRELATED SYSTEM

QUESTION 2 2.1 2.1.1 food • Fast food • Take-away food • Food and beverage

LO1 AS1

(1)

2.1.2 (a) Poor/negative/bad/substandard quality service is provided

to the customer

LO1 AS1

(1) (b) The service provider/owner is unfriendly and rude,

He is shouting at the client to hurry up • Facial expression/body language is unfriendly and tone curt

LO 1 AS1

(4)

2.1.3 (a) The client will not return leading to a loss of revenue/

income/turnover and; spread negative word of mouth and this will impact negatively on the multiplier effect

LO1 AS1

(4)

(b) High quality/regular staff training

Introduce quality control measures like mystery guests, surveys, reviews/follow ups • Provide incentives to staff for excellent service • Monitor customer service regularly • Address gaps immediately • Employ competent staff • Performance management • Provide a code of conduct to staff • Implement corrective/disciplinary measures • Introduce an employee assistance programme (EAP)

LO1 AS1

(4)

2.2 2.2.1 To encourage, promote and develop tourism (domestic and

international) in South Africa in a sustainable manner in order to grow the country as a nation

LO1 AS2

(2)

2.2.2 (a)(i) Sho't left /Vaya Mzansi • Community road shows/Tourism Tradeshows • DTGS • TEP • BBBEE scorecard • Tourism awards (ETEYA/IMVELO)

LO1 AS2 (2)


NSC – Memorandum


(ii) Sho't left / Vaya Mzansi – To encourage domestic tourists

to travel in and around South Africa by making travel more affordable packages and prices • Community road-shows – promote South Africa's

attractions • DTGS – job creation; transformation; GDP growth • TEP - to promote, support and offer guidance for SMMEs • BBBEE scorecard – to transform tourism of South Africa • Tourism awards - gives publicity to local businesses

LO1 AS2

(2)

(b) (i) Tourism Enterprise Programmes (TEP) • ETEYA awards • BBBEE scorecard

LO1 AS2

(2)

(ii) TEP – encourages and support SMMEs by providing

skills, funding, mentorship to new tourism businesses • The ETEYA awards – is established to recognise service excellence amongst SMMEs • BBBEE scorecard – is compliant to the transformation policy of South Africa

LO 1 AS2

(2)

2.3 Indicator to establish whether HDIs have :

Ownership Management control Employment equity /% of staff employed who are HDI (demographics of the company) • Training and skills development • Preferential procurement • Enterprise development • Socio-economic development

LO 1 AS2

(6)

[30]


NSC – Memorandum


QUESTION 3 3.1 Assist with luggage upon arrival and departure

Familiarise clients with in-house technology • Safekeeping of luggage in the storeroom • Can assist with basic directions and information in the absence of a concierge. • Show customers to their rooms • Forwarding messages, mail & deliver newspapers • Operates lifts

LO 1 AS3

(2)

3.2 Shift work

Overtime work • Long hours • Work on Sundays and or public holiday • Night-time work • Minimum of 45 hours per week • Leave • Gratuities/tips are kept

LO 1 AS3

(2)

3.3 Honesty

Respect • Integrity • Trustworthiness • Friendly/peoples person • Helpful • Approachable

LO 1 AS3

(2)

3.4 Opportunities to earn extra income through gratuities or tips

Opportunity to earn more money through overtime work • Gratuities or tips motivate staff to provide excellent service.

LO 1 AS3

(4)

[10] TOTAL SECTION B: 40


NSC – Memorandum


SECTION C: SUSTAINABLE AND RESPONSIBLE TOURISM QUESTION 4 4.1 4.1.1 Social /People- stakeholders and the community

Economic/Profit- sustainable development/stakeholders and the community Environmental /Planet - conserving the resource /sustainable development

LO 2 AS 1

(6) Candidates that mention the underlined phrases only: no marks awarded;

Candidates that mentions the pillars only: award 1 mark per pillar; No mark should be awarded for a repeated phrase, but phrases may be interchanged where indicated

4.1.2 (a) Yes

(b) Promotes ethical hunting practices • reduces the risk of poaching • Hunting is done in an appropriate and sustainable manner OR

No, • hunting encourages a senseless killing of our wildlife • hunting is not conserving/protecting our wildlife • hunting only enriches a few

LO 2 AS1

(3)

Reason must be linked to choice 4.1.3 Hunting is a booming industry therefore local community is

provided with job opportunities • entrepreneurship opportunities by the game farms • It brings money/financial spin offs into the community

LO 2 AS1

(2)

4.1.4 Increased security systems must be in place • Stricter legislation and prosecution • Local/international communities to be educated on benefits

of wildlife • Experimenting with various methods/strategies that will deter poachers for e.g. injecting the horn with substances; removing the horn of the rhinos • Where there is a demand for rhino horn, governments must be roped in to assist in tracking poachers • Legalise hunting rhinos in a controlled environment. • Liaise with non - governmental, community based and other organisations to assist in securing funding and anti-poaching initiatives.

LO 2 AS1

(2)


NSC – Memorandum


4.1.5 There are fewer black wildebeest

It is a more sensitive resource than the others. • It is a more scarce/threatened or endangered animal • Its more prestigious to hunt • It is a bigger/more valuable/more dangerous animal to hunt

LO 2 AS 1

(4)

4.2 4.2.1 Convention on International Trade in Endangered Species • Convention on International Trade in Endangered Species of

wild fauna and flora

LO2 AS2

(2)

(award no marks if any key words of the acronym (CITES) is incorrect) 4.2.2 They will ensure that the rhino is placed on the endangered/

threatened species list. • They engage with governments regarding the poaching of the rhino. • They assist with the raising of funds for rhino protection programmes/strategies. • They liaise and exchange information with other stakeholders to combat poaching. • Countries affiliated to CITES are legally bound to implement legislation according to their mandate

(2)

[21]


NSC – Memorandum


QUESTION 5 5.1 5.1.1 Dullstroom Mpumalanga /Advertisement A/200 ha farm

It has more established adventure tourism facilities (If examples are given only 1 mark to be awarded)

LO 2 AS 3

(3)

5.1.2 Ballito, KZN North Coast /Advertisement B/1000 ha farm

Direct access to a private beach offers marine opportunities. (If examples are given only 1 mark to be awarded)

LO 2 AS 3

(3)

5.1.3 He can start operating the business and making a profit

immediately. • Being an established business it already attracts tourists and little advertising is required. • The market is already existing he just have to expand/ grow the market

LO 2 AS 3

(2)

5.1.4 They have more privacy. • They will feel safe/exclusivity • They will spend quality time with their family without

public disturbance.

LO 2 AS 3

(2)

5.1.5 (a) He can start operating the business immediately • He can expand or make new developments • Cater for large groups • Easy access to the Kruger national Park • Can appeal to other types of tourists as well

LO 2 AS 3

(2)

examples of expansions or developments can be accepted (b) Competition from similar establishments • Unfavourable weather conditions • Location/landlocked • High risk activities • High maintenance and skilled personnel • Negative environmental impact

(2)

5.2 5.2.1 Housing Dress (clothes) Tradition: • Rituals, customs, lifestyle, food, arts, crafts, cultural dances • Storytelling, drumming , wine, traditional games

LO 2 AS 4

(3)


NSC – Memorandum


5.2.2 The village showcases one of the unique selling points (USP)

of South Africa's cultural diversity • It displays our cultural heritage (it offers opportunities for learning and creates an awareness of our culture) • It gives the tourist the opportunity to take part in a cultural activities • Provide excellent service

LO 2 AS 4

(2)

[19] TOTAL SECTION C: 40


NSC – Memorandum


SECTION D: TOURISM GEOGRAPHY, ATTRACTIONS AND TRAVEL TRENDS QUESTION 6 6.1 6.1.1 International Date Line • IDL • 180 ° longitude

LO3 AS1

(1)

6.1.2 The International Date Line (IDL) follows the borders of

countries to avoid confusion regarding day and time.

LO3 AS1

(2) 6.2 6.2.1 Daylight saving time DST / • Summer time • British time

LO3 AS1

(1)

6.2.2 More daylight time will increase the demand for tourism

products and services • Outdoor businesses/attractions will benefit from the additional daylight which can result in more profits • People will complete their working day earlier, and have opportunities to engage in tourism activities • Diversification – creates opportunities for additional income by expanding their tourism products and services • The transport sector also benefits from increased tourism business because of the extra daylight

LO3 AS1

(2)

6.3 6.3.1 Time difference +2 -3 LO3

AS1

5 hours Time in Rio = 11:00 Time in SA = 11:00 (+5) =16:00 Flying time =16:00 (–10) hours 06:00 the same day/10 June (6) OR • 06:00 the same day/10 June

6.3.2 Jet Lag LO3

AS1 (1)

6.3.3 Time difference 7 hours LO3

AS1

Time in New York 8:00 + 7 hours = 15:00 15:00 – 1 hour (DST) = 14:00 30/06 OR • 14:00 30/06 (6)


NSC – Memorandum


6.4 6.4.1 R21 500 ÷ 13,90 LO3

AS5

= £1 546,76 OR • £1 546,76

(3)

If the answer does not reflect the decimal or the correct answer rounded off, no mark should be awarded

6.4.2 (a) €1 191,86 x 10,56 LO3

AS5

= R12 586,04 (2) If the answer does not reflect the decimal or the correct answer rounded off, no

mark should be awarded

OR • R12 586,04

(b) One day later LO3

AS1 (1)

• The next day • The following day

[25] QUESTION 7 7.1 7.1.1 A Nelson Mandela released LO 3

AS 6 (1)

B First democratic elections in South Africa LO 3 AS 6 (1)

C Rugby World Cup LO 3 AS 6 (1)

D World Trade Centre bombings in New York ( 9/11) LO 3 AS 6 (1)

E Tsunami in South East Asia LO 3 AS 6 (1)

7.1.2 It was during the apartheid period and international tourists

boycotted South Africa. Sanctions imposed on South Africa kept tourists away. • The state of emergency indicates political instability

keeping tourist away for safety purposes.

LO 3 AS 6

(4)

If examples are given only 1 mark to be awarded 7.1.3 Tourist avoided the USA and their allies because they were

targets for terrorism activities and therefore South Africa was perceived as a safe destination. The value of the dollar decreased because of the terror attacks making South Africa a value for money destination USA increased their security and entry requirements and South Africa’s entry requirements was more relaxed

LO3 AS 6

(6)

If not in paragraph format subtract one mark. Indicate the penalty as follows: (-1 par)


NSC – Memorandum


7.2 7.2.1 Business tourism brings in large amounts of money through

big events and conference • Business tourism encourages repeat visits because it exposes the business tourists to attractions in South Africa • Business tourism creates all year travel and therefore addresses seasonality • Big events and conferences creates full and part time jobs • South Africa is seen as a springboard/gateway for extended business opportunities in the rest of Africa/ BRICS • Big events (MESE/MICE) exposes South Africa and its tourism offerings to the rest of the world

LO 3 AS 4

(2)

7.2.2 Offer attractive pre and post tour packages so the delegate

can extend his/her trip by a few days for leisure, or return later. Provide after business hours optional tourism activities • Offer packages for the business tourist to bring his family

with. • Expose the delegate to tourism attractions in the area during his stay. • Provide advanced technology for business operations to be conducted more efficiently thereby enabling extra leisure time for tourism activities. • Showcase South Africa as a favourable business destination to encourage the tourist to invest.

LO 3 AS 4

(4)

7.2.3 Volume/size - how many tourists can SA hope to get from this

country Value - how much money can we get the tourist to spend in SA

LO 3 AS 4

(4)

[25] TOTAL SECTION D: 50


NSC – Memorandum


SECTION E: CUSTOMER CARE AND COMMUNICATION QUESTION 8 8.1 8.1.1 Team review • Staff meeting • Training session • Feedback session • Brain storm • Group discussion • Performance review • Bosberaad/Indaba/Lekgotla/strategic planning meeting • SWOT analysis

LO 4 AS 3

(2)

8.1.2 Team members are involved in examining/reflecting/criticising/

evaluating each other's and/or the company's performance. Identify successes/weak points/areas/processes • Make suggestions for improvement • Staff training • Brain storming

LO 4 AS 3

(4)

8.1.3 It ensures that a customer gets a consistently good product/

service It identifies service delivery gaps/strengths • Ensure value for money for a customer • Leads to improved products/service • Build staff morale and loyalty • Staff feel valued because their opinions are sought • Staff feels part of the company, • Motivate staff to constantly perform at optimal levels • Ensure smooth operations

LO 4 AS 3

(4)

8.1.4 Surveys

Questionnaires • Follow-up calls • Quality control checks • Mystery customers • Staff training/In service training (INSET) • Incentives/rewards to staff • Suggestion boxes • Comments space on website • Focus groups

LO 4 AS 2

(4)

a learner cannot be awarded marks for repetition of answers in 8.1.1


NSC – Memorandum


8.1.5 Offer compensation to affected customers (discounts, vouchers,

free meals, refunds) Apologise and correct the problem • Explain in a friendly manner the reason for the problem • Explain and how it will be corrected • Thank the customer for bringing the problem to their attention • React immediately to correct the problem

LO 4 AS 2

(4)

8.2 8.2.1 Accessible entrances/Ramps or lifts • Hand rails • Levers for taps • Easy to reach furniture in rooms • Roll in shower • Big spaces to turn around

LO 4 AS 1

(1)

8.2.2 A smoking room if possible • Offer a designated smoking area • Cigarette dispense machines

LO4 AS 1

(1)

8.2.3 Ensure his known preferences are met • Reward him for his loyalty i.e. room upgrade, welcome basket,

complimentary stay or a free meal

LO4 AS1

(1)

8.2.4 Provide a family room • Provide a safe play area • Offer babysitting facilities • Offer child-friendly facilities

LO4 AS1

(1)

8.3 Food

language • Religion/belief system • Dress code • Cultural practices

LO4 AS1

(2)

examples are acceptable [24]


NSC – Memorandum

Copyright reserved

QUESTION 9 9.1 Teamwork is a joint action by a group of people to achieve a common

goal • Teamwork is when all the individuals involved harmonize their contributions and work towards a common goal.

LO4 AS4

(2)

9.2 9.2.1 Desk top computer • iPad • Tablet • Cell phone/Smart phone • Notebook/laptop

LO4 AS5

(2)

9.2.2 Will be able to access the faxes on the laptop when away from

the office on a business meeting • Read faxes privately on their own PC • Convenience (saves time/money) • Easily accessible storage/file method, because the fax is always available • Saves paper/paperless • No need to purchase a fax machine • Easy to access and forward information

LO4 AS5

(2)

[6]

TOTAL SECTION E: 30 GRAND TOTAL: 200

national senior certificate grade 12 · 2.2.1 apart from the two economic objectives mentioned in...

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