GRAAD 12 NATIONAL SENIOR CERTIFICATE GRADE 12

Transcription

1 GR 12 NTIONL SENIOR ERTIFITE GRE 12 TOURISM NOVEMER 2012 MRKS: 200 TIME: 3 hours This question paper consists of 28 pages.

2 Tourism 2 E/November 2012 INSTRUTIONS N INFORMTION Read the instructions carefully before answering the questions This question paper consists of FIVE sections: SETIONS,,, and E. nswer LL the questions. Start EH question on a NEW page. In QUESTION 7.3 answers should be rounded off correctly to TWO decimal places. You may use a non-programmable pocket calculator. Write neatly and legible. The following table is a guide to help you allocate your time according to each section: SETION Short Questions 40 marks 20 minutes SETION Tourism as an Interrelated System 40 marks 40 minutes SETION Sustainable and Responsible Tourism 40 marks 40 minutes SETION Tourism Geography, ttractions and Travel Trends 50 marks 50 minutes SETION E ustomer are and ommunication 30 marks 30 minutes

3 Tourism 3 E/November 2012 SETION : SHORT QUESTIONS QUESTION Four options are provided as possible answers to the following questions. hoose the answer and write only the letter ( ) next to the question number ( ) in the NSWER OOK The word associated with the tourism logo below: Eish yoba Welcome Mzanzi The 1996 document that provides the policy framework and guidelines for tourism development in South frica: The White Paper on the Promotion and evelopment of Tourism in South frica The Green Paper on the Promotion and evelopment of Tourism in South frica The Responsible Tourism Guidelines The Responsible Tourism Handbook The Sho't left campaign is part of the Strategy of the NT. Safety and Security Energy Efficiency ulture and Heritage evelopment omestic Tourism Growth South frica's only icon on the Seven Wonders of Nature list: ISimangaliso Wetland Park Table Mountain Mapungubwe World Heritage Site Howick Falls

4 Tourism 4 E/November South frican Tourism (ST) uses the tourism levies (funds) collected by to market South frica locally and internationally. TOMS STS FEHS ST n example of a technical skill that is specific to doing a certain job in the tourism industry: Listening carefully ommunicating accurately in writing eing able to use a software programme to make reservations Speaking clearly and politely This department addresses the economic, social and environmental objectives of tourism: ET epartment of Environmental ffairs National epartment of Tourism epartment of Home ffairs The gathering and analysing of information in order to draw up an effective marketing plan: Marketing mix Marketing segmentation Market research Marketing product Heritage ay in South frica is celebrated on 16 June. 1 May. 24 September. 27 pril Maize has been the basis of frican cuisine (food) for many years and each cultural group has a different way of preparing and cooking it. This traditional meal is prepared with maize: Samp and beans unny how reyani Morogo

5 Tourism 5 E/November South frican passport holder requires a visa to travel to the following country: The United Kingdom Zimbabwe otswana Lesotho South frica takes its standard time from The line of longitude that determines whether a day is lost or gained is called the... UT. IL. ST. GMT n example of a duty-free item that will be cleared by customs when entering South frica is... an endangered plant. 50 ml perfume. an undeclared camera. more than three litres of alcohol This disease is most commonly contracted in damp and swampy areas: Malaria Hepatitis Swine flu Typhoid fever The rate used by a bank when foreign currency is exchanged for local currency: SR Forex R Foreign exchange

6 Tourism 6 E/November The most effective method for a supermarket to measure customer satisfaction is to get the customers' cellphone numbers and make short followup calls after the customers have left the supermarket. ask customers to complete long, written questionnaires before leaving the shop. approach customers and ask them about their shopping experience while they are shopping and give them a free product. oth and are effective methods Lesotho is one of South frica's major inbound markets. possible reason for the high visitor volumes is that many people from Lesotho visit South frica to experience the many cultural tourist attractions. many people from Lesotho come to South frica to do business. many people from Lesotho come to South frica to visit friends and relatives. oth and are correct The is used by some businesses to evaluate service standards. tourism enterprise programme pro-poor tourism programme global travel and tourism programme mystery customer The most economical technology for duplicating (making) large quantities (numbers) of a document: omputer Fax machine Photocopier Scanner (20 x 1) (20)

7 Tourism 7 E/November hoose the acronym/abbreviation that matches the description from the list below. Write only the acronym/abbreviation next to the question number ( ) in the NSWER OOK. TGS; FTTS; THSSET; Travel Guides; SS The organisation responsible for the certification of businesses that practise responsible tourism The responsibility of this council is to grade accommodation establishments This private organisation offers additional grading of accommodation establishments This organisation monitors and checks national standards and qualifications in tourism This organisation sets and upholds the standards for many tourismrelated products, including services such as food preparation and transportation (5 x 1) (5) 1.3 hoose the correct word(s) from those given in brackets. Write only the word(s) next to the question number ( ) in the NSWER OOK ( website/ ) provides information about an organisation in electronic format that is accessible by the general public (Remuneration/Reimbursement) refers to an employee's salary and perks given by the employer for work done n alternative to the traditional form of marketing is (emarketing/ brochures) boutique owner travels to angkok to buy clothes for her shop. She is considered to be a (business tourist/leisure tourist) (Lighthouse tourism/usiness tourism) is an example of a niche market. (5 x 1) (5)

8 Tourism 8 E/November hoose a description from OLUMN that matches the principle of FTTS in OLUMN. Write only the letter ( F) next to the question number ( ) in the NSWER OOK. OLUMN OLUMN Sustainability acceptance and understanding of different cultural practices Respect Transparency involve all participants in the decision-making process emocracy Reliability all participants involved in a tourism activity should get their fair share of the income from the project wise use of available resources E sharing all information with participants F the tourism product must always provide value for money (5 x 1) (5) 1.5 hoose a word(s) from the list that matches the descriptions below. Write only the word(s) next to the question number ( ) in the NSWER OOK. transit visa; holiday visa; student visa; business visa; foreign visa; diplomatic visa; medical visa; visitor's visa Issued to a person who wants to attend an institution of higher learning in South frica Issued to a person requiring health treatment of less than three months Issued to a person who wants to visit friends and family in South frica Issued to international tourists en route to a neighbouring country Issued to a person linked to an embassy or High ommission (5 x 1) (5) TOTL SETION : 40

9 Tourism 9 E/November 2012 SETION : TOURISM S N INTERRELTE SYSTEM QUESTION Study the extract below and answer the questions that follow. The importance of tourism to the South frican economy and future growth cannot be underestimated. Tourism is a large and growing part of the South frican economy. It provides foreign income, jobs and household income. ll South fricans are part of the tourism sector whether they are travelling away from home, hosting guests, or simply giving directions to someone in the streets. Tourism affects all communities directly and indirectly. Tourism is currently the largest exporter and does better than gold as a foreign income earner. Unlike other export sectors, which make products and sell them overseas, tourism brings its customers to the country. The product that is sold is South frica itself the people, the places, the experiences, the food and the wine. The tourism sector and communities work together for mutual benefit. ommunities welcome visitors in the spirit of ubuntu. The tourism sector works with communities to create an attractive and safe environment for visitors and residents. Tourism is a people's industry. Tourism is a service-based, labour-intensive sector. n increase in the number of visitors requires more people working in the industry to serve them. The tourism sector needs skilled people who are committed to delivering excellent service omplete the sentence: [dapted from Tourism Growth Strategy to 2014] The gross domestic product (GP) is the total value of and produced and used in a country in one year (a) From the extract explain what is meant by the words 'It provides foreign income...'. (b) The tourism sector needs skilled, service-orientated people. Give ONE reason why the tourism industry is referred to as a 'people's industry'.

10 Tourism 10 E/November Give ONE reason why not all people who apply for work in the industry, are suitable. 2.2 Study the flow diagram below and answer the questions. OMESTI TOURISM OJETIVES GP growth Job creation Transformation STRTEGIES Increase expenditure (more trips, length of stay, average trip expenditure) Reduce seasonality (encourage year round travel) Improve the geographic spread of tourism (more destinations and activities) Increase volumes (convert, exploit and grow) The flow diagram shows how the three domestic tourism objectives will be met Explain what increase volumes means From the flow diagram, identify TWO objectives that will be met if the number of domestic tourists within South frica increases significantly Suggest ONE way in which tourism businesses can reduce seasonality.

11 Tourism 11 E/November Read the extract below and answer the questions that follow. South frica is committed to furthering transformation and redistribution in the tourism industry. Many South fricans did not have an opportunity to undertake holiday travel within their own country because of the apartheid laws. This resulted in mainly the historically disadvantaged South fricans not travelling. [dapted from the epartment of Tourism, Medium-Term Strategic Plan 2011/ /2016] Today the tourism industry still remains largely inaccessible (not available) to the majority of South frican tourists. There is a growing need to make tourism more adaptable and accessible to all South fricans. Empowerment and transformation will ensure new role-players entering the industry. Empowerment and transformation will also attract new markets and new products will be developed. [dapted from epartment of Tourism, TOURISM EE HRTER N SORER] hoose the correct option. Write down only the question number (2.3.1) and the letter ( ) in the NSWER OOK. EE stands for asic road lack Economic Empowerment road lack asic Economic Empowerment lack road ased Economic Empowerment road-ased lack Economic Empowerment (1) lthough there are strategies in place to include all South fricans in the tourism industry, many of the historically disadvantaged South fricans are still not travelling. Give ONE reason why many historically disadvantaged South fricans still do not travel Study the logo in the extract above. (a) Identify the sector of the tourism industry. (b) Explain ONE way in which S can address the transformation needs of South frica. (1)

12 Tourism 12 E/November Study the information below. OLUMN VNTGES OF TRNSFORMTION IN TOURISM USINESSES OLUMN EXMPLES TRNSFORMTION = NEW ROLE- PLYERS NEW TRGET MRKETS GUGULETHU TOWNSHIP TOURS GRUTE HI* MNGER NEW PROUTS SUESSFUL YOUNG OUPLES *HI Historically isadvantaged Individual Refer to the table above and select the most appropriate example from OLUMN for the following: (a) new role-player occupying a management position in the tourism industry (b) new target market in the tourism industry (c) new product in the tourism industry [26]

13 Tourism 13 E/November 2012 QUESTION 3 Read the extract below and answer the questions that follow. areers in green tourism and green jobs have increased in demand because of the increase in awareness about the planet. More people are supporting environmentally friendly and green businesses, which is of benefit to the tourism industry. It has been found that tourists are willing to spend more to stay at an environmentallyfriendly accommodation. s a result of this consumer trend businesses and entrepreneurs have noted the profitability of going green. This has led to an increase in green tourism jobs. You're probably wondering what kinds of jobs exist in this field. eing a tourist guide is one such job that gives you the opportunity to connect with a wide range of people. You can educate them about environmental issues and what they can do about it. eing a tourist guide can hardly be called a job as very few jobs allow you to enjoy scenic walks and showcase the beauty of your country. eing a tourist guide is definitely an enjoyable job, but it is also one of great responsibility. If you wish to get started in this career, you can study Natural Sciences, Tourism, Hospitality Studies or ommunication Studies. 3.1 esides being a tourist guide, give ONE other example of a green tourism job. 3.2 Explain why it is necessary for the tourism industry to go green. 3.3 State TWO personal characteristics that a tourist guide needs in order to work effectively. (4) 3.4 There are many perks (advantages) to being a tourist guide. Name ONE travel benefit. 3.5 State TWO responsibilities of a tourist guide. (4) [14] TOTL SETION : 40

14 Tourism 14 E/November 2012 SETION : SUSTINLE N RESPONSILE TOURISM QUESTION Study the extract below and answer the questions that follow. The Masiphumelele icycletour The Masiphumelele icycle Tour is a new type of township tour which provides tourists with many opportunities to interact directly with the local Xhosa community. Tourists direct their spending in the township by purchasing arts and crafts made by the locals. This also encourages the Xhosa people to showcase their culture to tourists. Experiencing township life is enjoyed by many tourists. This benefits the community both socially and economically. The use of bicycles during the tour has a low impact on the environment. Indigenous tree planting and organic farming are practised by the locals. The tour also promotes the three R's, that is recycling, reusing and reducing. [dapted from Identify the THREE pillars of responsible and sustainable tourism at, and below. (3)

15 Tourism 15 E/November elow are examples of how the Masiphumelele icycle Tour practises the three principles of responsible and sustainable tourism. Name for each example the most appropriate principle of responsible and sustainable tourism that applies. Each principle can only be used ONE. (a) Purchasing of arts and crafts (b) Organic farming (c) isplaying the local Xhosa culture (3) Explain why it is important for tourists to spend their money in the townships List THREE strategies used by the Masiphumelele icycle Tour to protect the environment. (6) Explain why the use of bicycles has a low impact on the environment Name the document that was signed in 1997 by many countries to limit greenhouse gases and reduce global warming. 4.2 Marketing is important in tourism (a) Name the FOUR components of the marketing mix. (b) Identify the component of the marketing mix that is not included in the Masiphumelele icycle Tour. (4) o you think the Masiphumelele icycle Tour has a competitive advantage over other township tours? Motivate your answer (3) The Masiphumelele icycle Tour did a SWOT analysis before starting their business. Write down the missing words of the acronym in the NSWER OOK. S W O T (4) [31]

16 Tourism 16 E/November 2012 QUESTION Water is a scarce resource in South frica. s the owner of a & accommodation it is your responsibility to inform your guests not to waste water. Write an instruction for each picture in the NSWER OOK on how guests should save water in the room is an example. Zolelwa's ed & reakfast WTER SVING TIPS on't leave the tap running while you brush your teeth or shave this can waste more than 5 litres of water per minute

17 Tourism 17 E/November The South frican National nthem is unique in that it showcases the diversity of languages spoken in South frica. Name THREE languages that are used in our national anthem. Nkosi Sikelel' ifrika: South frican National nthem Lyrics English translation Nkosi sikelel' ifrika Maluphakanyisw' uphondo lwayo, Yizwa imithandazo yethu, Nkosi sikelela, thina lusapho lwayo. Morena boloka setjhaba sa heso, O fedise dintwa le matshwenyeho, O se boloke, O se boloke setjhaba sa heso, Setjhaba sa, South frika South frica. Uit die blou van onse hemel, Uit die diepte van ons see, Oor ons ewige gebergtes, Waar die kranse antwoord gee, God bless frica Raise high its glory Hear our prayers God bless us, her children God, we ask You to protect our nation Intervene and end all conflicts Protect us, protect our nation, our nation, South frica South frica. Ringing out from our blue heavens, From our deep seas breaking round, Over everlasting mountains, Where the echoing crags resound, Sounds the call to come together, nd united we shall stand, Let us live en strive for freedom In South frica our land. (3) [9] TOTL SETION : 40

18 Tourism 18 E/November 2012 SETION : TOURISM GEOGRPHY, TTRTIONS N TRVEL TRENS QUESTION 6 Study the World Time Zone map below and answer the questions that follow.

19 Tourism 19 E/November Study the globe below and answer the questions that follow. New York Egypt tlantic Ocean Name the 0 line of longitude marked. (1) Name the 180 line of longitude marked. (1) Name the hemisphere marked. (1) tourist flies from Egypt in frica to New York in the US. (a) Name the condition a traveller may experience after this flight. (1) (b) State ONE symptom of the condition identified in QUESTION 6.1.4(a) (1) 6.2 The opening ceremony of the London Olympics was broadcast live to many countries across the world on Friday 27 July If the opening ceremony is viewed in New York at 15:30, calculate the time and the day the opening ceremony started in London. (4) sports tourist from Tokyo would like to attend one of the track events at the Olympic Games. The tourist arrives in London on Tuesday at 14:00; the flying time was 16 hours. alculate the time of departure from Tokyo. Ignore ST. (6)

20 Tourism 20 E/November n itinerary is an important part of tour planning. Study the extract from an itinerary below and answer the questions. 06:30 10:30 reakfast is served in the restaurant. 09:00 epart from the oulevard Hotel on Moloyi Tour bus for a halfday heritage tour of Soweto. 14:00 Lunch at a local restaurant before departing on the radle of Mankind tour. 19:30 Enjoy a unique South frican braai at the radle of Mankind before departing back to the oulevard Hotel. Identify the FOUR most important pieces of information in the above itinerary that a tourist would need. (4) 6.4 Read the scenario below and answer the questions that follow. The captain of the MS Sinfonia is briefing his crew on the procedures to follow. I am aptain Smith. o you know the TWO travel documents that are required from passengers before embarking? Yes, sir, but which TWO items are not permitted on board? Give the answer to the question asked by the captain Provide a response to the crew member's question.

21 Tourism 21 E/November TOURISTS NEE TO TKE NOTE OF THE FOLLOWING SIGNS esides the warnings in the picture, state TWO other safety guidelines for tourists to follow to avoid becoming victims of hijackings Keeping tourists safe is the responsibility of every South frican. Explain TWO ways how ensuring the safety of tourists can lead to increased arrivals. (4) [29]

22 Tourism 22 E/November 2012 QUESTION Study the arrival statistics below and answer the questions that follow. FIGURE Percentage arrivals of overseas tourists on holiday OTHER 34,8% UK 21% US 12,7% ITLY 2,5% HIN 2,9% INI 5% FRNE 5,3% GERMNY 9,9% NETHERLNS 5,9% FIGURE Percentage arrivals of overseas tourists on business UK 19,6% OTHER 34,1% INI 9,9% ITLY 2,5% NETHERLNS 4,3% FRNE 4,6% HIN 7,3% US 9,6% GERMNY 8,1% ompare the graphs in FIGURE and FIGURE. Identify the country that has more business arrivals than holiday arrivals Study the arrivals of tourists from the UK in FIGURES and. o you think South frican Tourism should focus on leisure tourists or business tourists from the UK? Give ONE reason for your answer. (3) India can be regarded as an emerging holiday market. Explain the term emerging market.

23 Tourism 23 E/November Study the picture below and answer the questions that follow. WORL EONOMY 2009 Please watch out for other currencies on your way down! Identify the global occurrence illustrated (shown) in the picture The global occurrence displayed in the picture above will have a negative effect on tourism in South frica and ultimately the economy. (a) State whether you agree or disagree with this statement. (1) (b) Justify your answer by giving ONE reason how this will impact on the South frican tourism industry. 7.3 Study the exchange rate table below to answer the questions that follow. Round off your answer correctly to TWO decimal places and indicate your currency in your final answer. Showing LL calculations can be to your advantage. urrency R SR US$ R7,70 R8,50 tourist exchanges US dollars for ZR to pay for accommodation, attractions, meals and spending money during a visit to South frica alculate how much ZR the tourist will receive. (3) efore the tourist leaves South frica, he wants to exchange an amount of R1 824,50. alculate how many US dollars the tourist will receive. (3)

24 Tourism 24 E/November Study the pictures of global occurrence below and answer the questions that follow. 25 km STOP THE WR!!! WR IN EGYPT TSUNMI!! HELP!! RUN! Identify the type of global occurrence represented by each of the pictures marked, and. Write the type of event next to the letter ( ) in the NSWER OOK. (3) [21] TOTL SETION : 50

25 Tourism 25 E/November 2012 SETION E: USTOMER RE N OMMUNITION QUESTION Study the picture below. ttitude is everything in the tourism industry. The only time you can start a sentence with 'NO' is when you say 'No problem, I will do it with pleasure.' No way! No thanks! From the picture above select the person that will be most suitable to employ as front-line staff in your restaurant. Give ONE reason for your answer to QUESTION Name TWO skills required to become a waitron. Explain why excellent customer service is important in a restaurant. (1) (4)

26 Tourism 26 E/November Read the extract below. Taking Guest Satisfaction into the 21st entury Getting feedback from guests is regarded as one of the most valuable tools to maintain service standards in the tourism industry. ccommodation providers need to know how customers rate their service, the quality of their rooms and whether expectations are being met. Get the most advanced customer feedback programme now, EGuestSurv. usinesses use eguestsurv's survey management programmes. results in staff performance uy and download the eguestsurv now for your company!! eguestsurv Online guest satisfaction surveys Features: *instant results *real time 24/7 Get feedback from your customers instantly on your website Identify the type of product that is being advertised above Identify the sector in the tourism industry that provides catering services and that may be interested in buying this product. (1) State TWO ways in which businesses can benefit from buying and using this product. (4) Explain why it is important that the product can be used 24/ iscuss ONE way in which positive feedback from customers can be used to the advantage of a business. [20]

27 Tourism 27 E/November 2012 QUESTION Study the cartoon below. Goodbye, competition Name the following role-players in a team: (a) The person who is responsible for keeping written records of all discussions (1) (b) The person responsible for ensuring the completion of the project (1) (c) The person who will ensure there is no friction and conflict within the team (1) Explain why the leader of the team says 'Goodbye, competition'?

28 Tourism 28 E/November Study the picture below and answer the questions that follow. EXTLY WHT YOU WNT WHEN YOU WNT IT. book your flight check in book your seat flight information book your meal print boarding pass omplete the sentence: ll the functions listed above are applicable to tourists who want to travel by (1) Identify the TWO types of technology used to access the functions listed in the picture. (4) [10] TOTL SETION E: 30 GRN TOTL: 200

29 NTIONL SENIOR ERTIFITE GRE 12 TOURISM NOVEMER 2012 MEMORNUM MRKS: 200 This memorandum consists of 13 pages.

30 Tourism 2 E/November 2012 Memorandum SETION : SHORT QUESTIONS QUESTION LO 1 S LO 1 S LO 1 S LO 3 S LO 3 S LO4 S LO 2 S LO2 S LO2 S LO2 S LO 3 S LO 3 S LO 3 S LO 3 S LO 3 S LO 4 S / / LO 4 S / / LO 4 S LO 4 S LO 4 S 5 (20 x 1) FTTS LO 2 S TGS LO 1 S TRVEL GUIES LO 1 S THSSET LO 1 S SS LO 1 S 2 (5) Website LO4 S Remuneration LO1 S e-marketing LO2 S usiness tourist LO2 S Lighthouse tourism LO4 S1 (5) LO2 S LO2 S E LO2 S LO2 S F LO2 S1 (5) Student visa LO3 S Medical visa LO3 S Visitor visa / Holiday visa LO3 S Transit visa LO3 S iplomatic visa LO3 S3 (5) TOTL SETION : 40

31 Tourism 3 E/November 2012 Memorandum SETION : TOURISM S N INTERRELTE SYSTEM QUESTION Goods / products ; Services (in any order) LO 1 S (a) Foreign tourists spend money from their country (forex) when they pay for tourism goods / products and services while in South frica. Tourism generates foreign income / investment Tourism brings in money from other countries which set the multiplier effect into motion. (b) The services required by tourists can only be met through human interaction. The tourism industry is made up of different kinds of service to people (tourists) and needs skilled people (employees) to deliver these services. The tourism industry needs 'people's' people to effectively work in this service orientated environment Not all people who apply to work in the tourism sector have the right skills, knowledge, attitude or and values (SKVs) needed by the industry. (examples may be accepted) In order to deliver excellent service, people need to have the right attitude and need to be trained in order to obtain necessary skills To attract or increase domestic tourists numbers ( o not accept international tourists) GP growth & job creation Transformation ( in any order) Offer discounts during off peak (season) times Offer special packages to target markets who can travel during off-peak times reating niche markets during off peak times ggressive marketing (including WOM /social media) during off peak season dd-ons and special offerings / incentives during off peak times (o not accept encourage year round travel ) road ased lack Economic Empowerment LO 1 S 1 LO 1 S 1 LO 1 S 1 LO 1 S 1 LO 1 S 1 LO 1 S 1 LO 1 S 2 (1)

32 Tourism 4 E/November 2012 Memorandum Travelling is still not affordable for many South fricans Tourism for many South fricans is limited to VFR and attending funerals. Ignorance about travelling, bookings and destinations and products available. Many are not aware of the opportunities available in the tourism industry. The apartheid legacy Insufficient time to travel (a) Transport / Travel (b) Ensure EE policies are in place omply to the requirements of EE score card reate equal opportunities for all South fricans Employ HI s in management Provide training Preferential procurement ffirmative action LO 1 S 2 LO 1 S 2 (1) (a) Graduated HI manager LO 1 S 2 (b) Successful Young ouples LO 1 S 2 (c) Gugulethu Township Tours LO 1 S 2 [26]

33 Tourism 5 E/November 2012 Memorandum QUESTION Wildlife photographer Travel agent specialising in green tourism Environmental officer Game ranger Field guides Eco tour operators onservationist hef in an organic restaurant (ll other general positions must be qualified by mentioning the link to environmentally sustainable practises) 3.2 More tourists are environmentally conscious and will support green tourism businesses. To conserve and protect the environment for future generations The green label attracts tourists to a business 3.3 Need to be friendly people's person have good self esteem and confidence able to take control delegate responsibilities in a group be well organised Need to enjoy the outdoors ny positive characteristics (do not accept any examples of skills) 3.4 Tourist guides travel with the group and all their costs like transport, accommodation, gate fees and meals are free They meet interesting and friendly people They see many places They are exposed to many different cultures They experience a variety of travel products and services (only accept travel benefits) 3.5 lways make sure of the safety and convenience of your tour group. ommunicate with the group/s about the details of the tour departure time, place, destination, accommodation, transportation and costs Make sure all the members of the tour group follow the schedules set and record all incidents rrange and coordinate the necessary permits or letters of communication to the area of destination before the tour Inform tourists of the attractions and destinations e knowledgeable about travel related issues e punctual Make tourists aware about environmentally friendly practices ssists tourist with special needs Liaise with stakeholders LO2 S2 LO1 S3 LO1 S3 LO1 S3 (4) (4) [14] TOTL SETION : 40

34 Tourism 6 E/November 2012 Memorandum SETION : SUSTINLE N RESPONSILE TOURISM QUESTION environmental / planet / nature. social / people / community. economic / profit / money (in any order) LO2 S1 (3) (a) economic / profit / money LO2 S1 (b) environmental / planet / nature (c) social / people / community (3) The profits generated from a sale will be directed back into the community. it will create job opportunities entrepreneurship opportunities the multiplier effect minimise leakages ( profits will stay in the community) reduce socio economic problems such as crime and poverty leads to infrastructural improvement LO2 S reducing, reusing recycling indigenous tree planting organic farming the use of bicycles during the tour has a low impact on the environment The bicycle does not release carbon emissions / air pollution. Reduce noise pollution LO2 S1 LO2 S1 (6) Kyoto Protocol LO2 S (a) Price ; Promotion ; Place ; Product People Package (b) Price LO2 S3 LO2 S3 (4)

35 Tourism 7 E/November 2012 Memorandum Yes The bicycle tours is a unique product The tour has been awarded the FTTS and STS accreditation. Tourists have the opportunity to interact directly with the locals It promotes an environmentally friendly way of travelling OR No it may only appeal to a niche market. it may not appeal to certain target markets because it is weather dependent Strengths Weaknesses Opportunities Threats LO2 S3 LO2 S3 (3) (4) [31]

36 Tourism 8 E/November 2012 Memorandum QUESTION lose all taps after using. on't leave taps dripping. Report leaking taps or defects to management Rather shower than bath. o not leave the water in the shower running unnecessary on t have long showers Fill the kettle only with the amount of water needed. Ensure that the kettle is correctly placed to avoid spillage LO2 S2 5.2 IsiZulu / Zulu LO2 IsiXhosa / Xhosa Sotho / Sesotho / South Sotho English frikaans (do not accept Nguni languages, or Northern Sotho ) S4 LO2 S4 LO2 S4 (1) (1) (1) [9] TOTL SETION : 40

37 Tourism 9 E/November 2012 Memorandum SETION : TOURISM GEOGRPHY, TTRTIONS N TRVEL TRENS QUESTION UT (Universal Time oordinate) Greenwich meridian Prime Meridian LO3 S (1) (do not accept Greenwich only or Greenwich mean time) International date line / IL LO3 S Northern hemisphere LO (a) Jet lag (b) Nausea Vomiting ehydration Loss of appetite isorientation / izziness isruption of sleeping patterns Tiredness / Fatigue Headaches Sinus irritation Flu like symptoms Irritability S1 LO3 S1 (1) (1) (1) (1) New York = -5 London = 0 Time difference = 5 hours 15:30 (+ ) 5 hours = 20:30 the same day / Friday / 27 July OR 20:30 the same day / Friday / 27 July (o not accept am / pm / 23h30 or o clock) London = 0 Tokyo = + 9 Time difference = 9 hours 14:00 (+ )9 hours=23:00 (-16 hours flying time) = 7:00 OR 07:00 (o not accept am / pm 7h00 or o clock) 6.3 Time meals transport accommodation ttractions ctivities (accept appropriate examples taken from the itinerary) LO3 S1 LO3 S1 LO3 S2 (4) (6) (4)

38 Tourism 10 E/November 2012 Memorandum Passport Ticket ruise boarding pass Visa Health certificate Food lcohol or other beverages Illegal substances like drugs, ny weapons Perishables Plants nimals Seeds Flammable items Take precautionary measures before and during the journey o not offer lifts to strangers Plan your route in advance void driving at night to unknown places lways have emergency contact numbers to call for help in case of a breakdown Travel during the day e alert and aware of your surroundings Ensure that the car you drive is in good working order Tourist will spread positive WOM about our country More tourists will visit South frica which leads to increased arrivals. repeat visits a positive experience will improve the image of South frica resulting in us becoming a destination of choice LO3 S3 LO3 S3 LO3 S3 LO3 S3 (4) [29]

39 Tourism 11 E/November 2012 Memorandum QUESTION India hina The holiday market / leisure To sustain the existing market OR The business market To grow / increase / develop the market Emerging markets are markets that presents the largest potential for growth urrency fluctuation The falling Euro value Economic instability / depression / recession / meltdown The Euro weakening against the US ollar Global recession LO3 S4 LO3 S4 LO3 S4 LO3 S4 (1) (a) Yes / gree LO3 S4 (b) Tourist numbers will drop This will lead to less tourist arriving on our shores and the county earning less GP. Tourists will spend less Less profits for businesses Possible job losses Europe is one of our biggest inbound markets and if their currency loses value, they may be forced to cancel their intended holidays. (1) US x (R7.70) = R OR R (no marks allocated to currency symbol) R (R8.50) = US OR US (no marks allocated to currency symbol) LO3 S5 LO3 S5 (3) (3) Sporting event (omrades, Olympics, New York marathon, oston ity marathon, London ity marathon, World thletic hampionships,) - Political event / unrest / protest, (War in Egypt, any recent war) - unforeseen occurrences /natural disaster (Tsunami) (3) [21] LO3 S6

40 Tourism 12 E/November 2012 Memorandum TOTL SETION : 50 SETION E: USTOMER RE N OMMUNITION QUESTION The lady / () LO 4 (1) S She has the right attitude to work successfully in the tourism industry She has a positive disposition She is friendly Willing to go the extra mile Good communication skills Technological skills Mathematical skills Problem solving skills onflict management skills asic first aid skills Multitasking skills ( only accepts skills not knowledge, values or attitudes (KVs) In order for customers to return to the restaurant Spreading of positive word of mouth Positive image of the restaurant Ensure customer loyalty Ensure an competitive advantage Online / electronic customer service survey (o not accept software or eguest Surve) Hospitality ccommodation Food and beverage They can get immediate written feedback from customers They can rectify any problems immediately ssess their service standards / staff performance an ensure a competitive advantage Offer paperless feedback ssist them in their marketing research LO 4 S 1 LO 4 S 1 LO 4 S 3 LO 4 S 2 LO 4 S 2 LO 4 S 2 (4) (1) (4) Guest can send their comments at their convenience. LO 4 S Good comments from customers can be used to market the business. an contribute to receiving awards More return business / loyalty results in higher revenue isplaying of positive customer feedback will give customers more confidence in the business etermine their strengths and are able to maintain it Promotes a better work environment LO 4 S 3 [20]

41 Tourism 13 E/November 2012 Memorandum QUESTION (a) scribe / note taker / secretary / record keeper LO 4 S 4 (b) gatekeeper Team leader Team manager oordinator hair person Project manager (c) Pacifier Peacemaker Harmoniser Mediator rbitrator onflict resolver (1) (1) (1) When a team works well together, they will be better than their competitors LO 4 S ir / air travel LO 4 S 4 (1) omputer / Laptop computer ell phone / Smartphone P ( Personal igital ssistant) Tablet ipad Handheld computer omputer with internet (o not accept printer or internet only) LO 4 S 4 (4) [10] TOTL SETION E: 30 GRN TOTL: 200