NATIONAL SENIOR CERTIFICATE GRADE 12

Transcription

1 GR 12 NTIONL SENIOR ERTIFITE GRE 12 TOURISM NOVEMER 2015 MRKS: 200 TIME: 3 hours This question paper consists of 26 pages.

2 Tourism 2 E/November 2015 INSTRUTIONS N INFORMTION Read the instructions carefully before answering the questions This question paper consists of FIVE sections. nswer LL the questions. Start EH question on a NEW page. In QUESTIONS 3.1 and 3.2, round off your answer to TWO decimal places. Show LL 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. SETION TOPI MRKS TIME (minutes) Short Questions Map Work and Tour Planning; Foreign Exchange E Tourism ttractions; ulture and Heritage Tourism; Marketing Tourism Sectors; Sustainable and Responsible Tourism omestic, Regional and International Tourism; ommunication and ustomer are TOTL

3 Tourism 3 E/November 2015 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, for example dvice given to a tourist visiting a destination with a high risk for crime: arry cash instead of a debit card. o not carry any cash; carry only a debit card. arry only cash, as it is unsafe to go to an TM. arry a small amount of cash and a debit card The South frican owner of a holiday resort in urban would like to take his wife to the Swiss lps for a skiing experience. He cannot plan the holiday during peak periods. hoose the most appropriate travel package below according to his needs: five-week hristmas holiday in a Swiss lps resort n Easter weekend break in the Swiss lps helicopter chartered flight over a ski resort in the Swiss lps two-week holiday package in February, including ski lessons in the Swiss lps 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. be ahead in time be 11 hours behind in time have the same time be 11 hours ahead in time The following European countries have accepted the euro as their unit of currency: Great ritain, Greece and Italy Italy, Germany and the Netherlands Sweden, Italy and Greece Sweden, Switzerland and Greece The rand is regarded as stronger when it performs as follows against the euro: 1 to R9,09 1 to R10,09 1 to R8,77 1 to R14,09

4 Tourism 4 E/November The French Riviera is located... along a major European river. along the Mediterranean Sea. at the Eiffel Tower. at the Sydney Opera House reason why Petra is regarded as an icon: 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 Many South fricans have climbed this mountain peak which is the highest in the world: Everest Kilimanjaro Fuji Moria t the Indaba Travel and Tourism Trade Show visitors will expect to see the following: The National Tourism areers Expo National Maize Producers Organisation Tourism authorities from European countries Provincial tourism products from South frica The TWO main cultural groups who live in the Richtersveld ultural and otanical Landscape: San and Masai Nama and San Masai and Khoisan Khoisan and Shona This minister has passed the new Tourism ct, 2014 (ct 3 of 2014) on responsibility and sustainability in his department: Narend Singh Marthinus van Schalkwyk Thabo Mbeki erek Hanekom

5 Tourism 5 E/November These external features contribute to a professional image for businesses in the tourism industry: 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 % discount on selected accommodation establishments is an example of in the tourism workplace. remuneration fringe benefits medical benefits deductions 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. economic ecological ethical environmental Many trips to. were cancelled because the country was hit by two major earthquakes, one shortly after the other, in pril and May South frica Italy razil Nepal The 2015 ricket World up was jointly hosted by Pakistan and India. ustralia and New Zealand. England and the West Indies. India and Sri Lanka The OP 20 conference on global warming, held in Lima, Peru in 2014 is an example of a global sporting event. a travel trade exhibition. a conference on climate change. the Paris fashion week.

6 Tourism 6 E/November This form of payment has been discontinued in South frica due to a decline in sales in recent years: Traveller's cheques ebit cards redit cards ank overdrafts n effect of good service delivery that ensures the profitability of businesses: Universal access Youth development Repeat visits ustomer analysis will be the first step in an analysis to determine the trend in customer feedback. istributing customer feedback tools apturing and studying feedback eveloping an action plan ommencing 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 ( ) in the NSWER OOK. bilharzia; permit; route planning; cholera; Taj Mahal; age; SWIFT; passport; lue Mosque n official document required to walk a dog through the Table Mountain National Park type of electronic fund transfer This icon with genuine gold turrets and marble walls symbolises the eternity of love n essential factor to consider when drawing up a tourist profile disease characterised by an itchy skin or a rash in the early stages of infection (5 x 1) (5)

7 Tourism 7 E/November hoose the correct word(s) from those given in brackets. Write only the word(s) next to the question number ( ) in the NSWER OOK, for example passport The (lgarve/ome of the Rock) is a coastal stretch popular with tourists in Portugal STourism will exhibit at the (IT/World Travel Market) in London (The Pyramids/uschwitz) were/was constructed with blocks of limestone and used as burial places for Pharaohs (UNESO/WHO) is responsible for identifying cultural sites of significance around the world Roman emperors built the (Kremlin/olosseum) as an arena for gladiators and public events. (5 x 1) (5) 1.4 hoose a description from OLUMN that matches the customer feedback method in OLUMN. Write only the letter ( F) next to the question number ( ) in the NSWER OOK, for example G OLUMN Verbal questionnaire Feedback card Follow-up call Web-based response SMS messages OLUMN 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 E a feedback method that requires customers to log onto the Internet using a communication device to share suggestions and complaints F an anonymous customer employed by the business to evaluate service levels (5 x 1) (5)

8 Tourism 8 E/November 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 ( ) in the NSWER OOK, for example trade show. The Times LTE EITION FRIY 20 NOVEMER 2015 VOL. NO REFLETIONS 2013 to Heads of State gathering at the 24 th frican Union Summit isappearance of Malaysian irlines Flight MH Special Olympics Kidnapping of Nigerian girls eadliest outbreak ever (5 x 1) (5) TOTL SETION : 40

9 Tourism 9 E/November 2015 SETION : MP WORK N TOUR PLNNING; FOREIGN EXHNGE QUESTION 2 Study the World Time Zone Map below, read the information given and then answer the questions that follow. usco 5 Sao Paulo 3 2.1

10 Tourism 10 E/November Mr ndersen 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. alculate the time and date that Mr nderson will arrive in New York. Show LL calculations. (6) Mr ndersen would like to call his friend in South frica. He makes the call at 09:00 on 23 September, New York time. NOTE: The US practises ST. alculate what the time will be in South frica when he makes the call. Show LL calculations. (6) 2.2 Study the extracts below taken from TWO tour packages and answer the questions that follow. PNGE TOUR Family adventure holiday in Peru Peru: 9 nights from p.p. eparture dates: Sep./Oct./Nov./ec LIM 1 night rrival at airport in Lima, shuttled to asa ndina Hotel, rest of the day at leisure. USO 2 nights Take a flight over the ndes Mountains to usco irport and transfer to Picoaga Hotel. Tour the city of usco. Next day: White-water rafting on the Urubamba River, the sacred river of the Incas. ROYL IN TRIL TO MHU PIHU 1 night oard the early morning Perurail train to the Royal Inca hiking trail. Hike the 4 hour long trail to the Machu Picchu icon. LE TOUR The Steve Gleason Inca trail with wheelchair facilities Peru: 7 nights from p.p. eparture dates: Sep./Oct./Nov./ec ay 1: LIM rrival at Lima International irport and transfer to the five-star Miraflores Park Hotel. ay 2: LIM USO fter breakfast, transfer to the airport for a flight to usco, transfer to the five-star Monasterio Hotel. n afternoon guided tour of usco. Meals: ; ay 3: USO ROYL IN TRIL TO MHU PIHU Transfer by Perurail to the Royal Inca trail (wheelchair assistance provided). Hike the 4- hour trail to Machu Picchu. ccommodation at the Sanctuary Lodge. Meals: ; L; Key: (reakfast); L (Lunch); (inner) [dapted from ompare the TWO itineraries and tabulate your answers as follows: PNGE TOUR LE TOUR Identify ONE important element of an itinerary that has been included in each itinerary Identify ONE important aspect in each itinerary that has been left out.

11 Tourism 11 E/November Study the tourist profiles in and below and answer the questions that follow. Mr and Mrs Zamer are South fricans in their mid-50s. They enjoy unique cultural experiences. Mrs Zamer is partially wheelchair-bound. Marcos and ugistina from Lima are in their mid-20s. They are thrillseekers and enjoy adventure activities. Mr and Mrs Zamer fly from South frica to São Paulo before flying to Lima in Peru Match the tourist profiles in and with the names of the tours mentioned in QUESTION The LE tour in QUESTION 2.2 is universally accessible. o you agree? Support your answer with evidence from the text. 2.4 Study the route plan of a tourist's journey from South frica to Lima in Peru. epart from OR Tambo International irport (South frica) 10:45 Flying time to São Paulo (razil): 10 hours 15 minutes Stopover time at Guarulhos irport (São Paulo) 3 hours 25 minutes Flying time to Lima (Peru): 5 hours 15 minutes Mr and Mrs Zamer departed for Lima from OR Tambo International irport in South frica at 10:45 on 11 October alculate the total time/duration (elapsed time) of the journey from South frica to Lima.

12 Tourism 12 E/November 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 FRIN PSSPORT HOLERS TRVELLING TO PERU Visa Requirements 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. Visa Fee No visa fee is required Vaccination Requirement(s) ompulsory Yellow fever Recommended Typhoid Malaria Prophylaxis* Hepatitis *(Prophylaxis preventative medication for malaria) [Source: Name TWO compulsory travel documents required when South fricans travel to Peru (a) Give ONE reason why certain vaccinations are compulsory. (b) Give ONE reason why some vaccinations are recommended Give ONE reason why a South frican would not require a visa to enter Peru The World Travel and Tourism ouncil, which represents airlines, hotels and other travel companies, said reports were emerging from frica that tourists were reluctant to travel to frica due to the Ebola outbreak in West frica. [Source: You are a representative of the World Travel and Tourism ouncil. 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 irport operations Liability (responsibility) of governments (8) [40]

13 Tourism 13 E/November 2015 QUESTION 3 Study the table below and answer the questions that follow. Round off your answer to TWO decimal places. OUNTRY URRENY OE R SR United Kingdom GP Peru PEN Peruvian nuevo sol TOURS ON OFFER: LE TOUR Peru: 7 nights from p.p. 3.1 alculate the amount in rand that a South frican will pay for ONE person for the above tour. (3) 3.2 South frican tourist has R250,00 in cash to pay for a handbag. alculate the amount of PEN the tourist will pay for the handbag. (3) 3.3 Explain the difference between the buying power of a South frican tourist in Peru and his/her buying power in the United Kingdom. (4) [10] TOTL SETION : 50

14 Tourism 14 E/November 2015 SETION : TOURISM TTRTIONS; ULTURE N HERITGE TOURISM; MRKETING QUESTION Refer to the icons below and answer the questions that follow. VISITS TO RELIGIOUS SITES specialised niche market exists for religious tourists. The Wailing Wall. Mecca [Source: Vatican ity [Source: [Source: opy the table below into the NSWER OOK and complete it as indicated. Example: Icon ountry ity ONE reason why it is regarded as a religious icon X razil Rio de Janeiro Statue of hrist that has religious significance for hristians all over the world. Icon ountry ity ONE reason why it is regarded as a religious icon (4) (4) (4)

15 Tourism 15 E/November Study the map of ustralia below and answer the questions that follow. Indian Ocean events are held in this building every year, with guided tours for more than tourists. Indian Ocean monolith (solid) rock in the desert visited by over people per year. It is 348 m high, 3,6 km long, 2 km wide and 2,5 km below the ground Refer to the map and identify icons and. (4) Refer to the visitor statistics on the map and give ONE reason why the monolith rock receives fewer tourists than the other icon.

16 Tourism 16 E/November Read the report below and answer the questions that follow. NIGR FLLS Visitors from all over the world visit the Niagara Falls. The main contributors to the economy around the Niagara Falls are anadians from Ontario, as well as tourists from the US. Very little income is generated from other areas in anada and the rest of the world. large percentage of day visitors and overnight visitors come from the United States of merica and remains constant (same) throughout the year. [ Name ONE unique feature about the location of this icon Explain ONE way in which the province of Ontario benefits from cross-border visits to this icon iscuss whether seasonality would have an impact on the occupancy rate (bed nights) of accommodation establishments in Ontario, anada. 4.4 The following article on the Victoria & lfred Waterfront appears on the Western ape Tourism website. Study the article and answer the questions that follow. WR FOR VITORI & LFRE WTERFRONT (V& WTERFRONT) The V& Waterfront received the award for 'est estination for Responsible Tourism' at the World Travel Market in London on 5 November Since 2008 the V& Waterfront has invested R30 million in resource management. sustainability committee was established, an environmental policy drafted and a carbon emissions measuring programme put in place. Visitors to the V& Waterfront can participate in its green conscious practices. [dapted from Give ONE example from the article to support the V& Waterfront's sustainable and responsible management plans State TWO ways in which uploading this information on the Western ape Tourism webpage contributes to the success of the V& Waterfront as a tourist attraction. (4) [30]

17 Tourism 17 E/November 2015 QUESTION Study the cartoon below and answer the questions that follow. I visited the World Heritage Site in KwaZulu-Natal. It was awesome to see the lake and coastal system. Well, I visited the Western ape World Heritage Site with its fynbos species! id you know leatherback turtles always return to nest in KwaZulu- Natal? id you know I saw the king protea? World Heritage Site 1 World Heritage Site 2 omplete the table below in the NSWER OOK. WORL HERITGE SITE 1 WORL HERITGE SITE Full official name (a) (b) Type of World Heritage Site (a) (b) 5.2 From a tourism perspective, discuss ONE reason why the leatherback turtle's nest is regarded as a unique resource. 5.3 UNESO'S WORL HERITGE RITERI riterion 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: World Heritage Site 2 in QUESTION 5.1 above has met UNESO's riterion 10 to receive World Heritage status iscuss ONE example of how World Heritage Site 2 meets this criterion Explain the role that UNESO would play in maintaining both the World Heritage Sites. [10]

18 Tourism 18 E/November 2015 QUESTION Read the article below and answer the questions that follow. HINESE OUTOUN TOURISM With nearly 98 million hinese outbound tourists in 2013, hina has become the world's biggest tourism source market. hina has grown from being South frica's 9 th biggest source market to the 4 th biggest in South frican irways introduced direct flights to and from hina in January ountries are marketing themselves to the hinese in order to obtain a bigger market share of hinese tourists. In order for South frica to remain competitive in attracting hinese tourists, South frica must step up their marketing efforts in hina to maintain this existing market. The Ebola outbreak has scared off tourists. New visa requirements by the South frican government also make it more difficult to attract the hinese market. [dapted from Identify ONE strategy that South frican irways has introduced to encourage the hinese market to travel to South frica Identify TWO threats in the article that may impact on South frican Tourism's marketing drive in hina You are a member of South frica's marketing team. Recommend ONE strategy that can be used to market South frica as a destination of choice for the hinese market.

19 Tourism 19 E/November The flow chart below indicates how TOMS collects the 1% tourism levy. omplete the flow chart below by answering the questions. TOMS collects the 1% tourism levy from accommodation establishments Name the organisation that receives the tourism levy. (1) Explain what the organisation, named in QUESTION 6.2.1, uses the funds for Give the brand slogan of this organisation. (1) [10] TOTL SETION : 50

20 Tourism 20 E/November 2015 SETION : TOURISM SETORS; SUSTINLE N RESPONSILE TOURISM QUESTION 7 Read the extract below and answer the questions that follow. PPERNE IN THE WORKPLE ob 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. ecause she had a revealing tattoo on her arm and several facial piercings, ob was hesitant to hire her. He wanted to hire a person who would project a professional work image and ensure customer confidence. [ fter 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. fter 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. ob 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. [dapted from 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. 7.4 Explain why a company has to have the policy, referred to in QUESTION 7.3, in place. 7.5 Give ONE reason why some tourists could be offended by Jane's appearance. 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]

21 Tourism 21 E/November 2015 QUESTION 8 Study the information below and answer the questions that follow. ENTERPRISE HOLINGS THE USINESS OF SUSTINILITY 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.' ndrew Taylor: hairman and chief executive officer, Enterprise Holdings THE USINESS OF SUSTINILITY Enterprise Holdings' goals and progress at a glance Goals and Progress at a glance 10 % 2015 Reduce carbon footprint Reduce Scope 1 and Scope 2 emissions by 10% by lternative fuel vehicles (LEF vehicles) Incorporated 500 Nissan LEF vehicles into the Enterprise Holdings fleet. 5% other requests 6% arts 4% environment lternative fuel vehicles onvert all airport shuttle buses in the fleet to biodiesel by orporate social investment 88% of donations by the Enterprise Holdings Foundation go to charities identified by the employees. 14% public/social donations 14% education 88 % of donations go to charities identified by employees 57% health & human services donations [dapted from One of the strategies of Enterprise Holdings is to reduce its carbon footprint by 10%. Explain the term reducing its carbon footprint.

22 Tourism 22 E/November part from reducing its carbon footprint, identify ONE other strategy the company uses to protect the environment Give ONE example to explain how the company achieves the strategy identified in QUESTION s part of its corporate social investment (SI), Enterprise Holdings invests in social upliftment and the environment Explain Enterprise Holdings' unique donation policy Give ONE example of how Enterprise Holdings is incorporating the social pillar of the triple bottom line in its donation policy. 8.4 alculate the percentage of Enterprise Holdings' donations that goes towards social upliftment. [12] TOTL SETION : 30

23 Tourism 23 E/November 2015 SETION E: OMESTI, REGIONL N INTERNTIONL TOURISM; OMMUNITION N USTOMER RE QUESTION Read the article below and answer the questions that follow. MNY RZILINS UNHPPY WITH WORL UP SPENING Research found that 61 per cent of razilians thought that hosting the 2014 Soccer World up was bad for razil, believing that it took money away from schools, health care and other public services. razil spent billions on stadiums in 12 cities and on other projects. The cost of razil's World up was the highest ever. Many believe that the project benefitted only the rich and not the poor. Many razilians 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 razilians remained unfinished. Many people were relocated to make way for World up projects. [dapted from www. vidaenelvalle.com] estinations across the world bid to host global events due to the many advantages it has for the host country. However, many razilians were unhappy with hosting the 2014 FIF World up From the extract, give TWO reasons why many razilians were unhappy with hosting the FIF World up. (4) razilian citizens had a negative perception of their country hosting the FIF World up in Write a paragraph in which you recommend THREE ways in which the razilian government can change this negative perception when hosting the 2016 Olympic Games in Rio de Janeiro. (6)

24 Tourism 24 E/November Study the statistics below on travel patterns of foreign tourists to South frica in 2013 and answer the questions that follow. SOUTH FRIN TOURISM INEX Quarter 2 (pril June) 2013 Quarter 3 (July September) Total tourist arrivals ,5% ,9% frica land markets ,8% ,3% frica air markets ,9% ,9% mericas ,5% ,3% sia and ustralasia ,8% ,8% Europe ,3% ,7% [Source: ompare the arrival trends in the table above omment on ONE trend in international arrivals in South frica over the TWO quarters in iscuss TWO ways in which the trend in QUESTION will affect the South frican economy. (4) The majority of tourists coming from Zimbabwe (frica) are classified as land markets. Give ONE reason for this classification.

25 Tourism 25 E/November Study the graph below and answer the questions that follow. TIVITIES UNERTKEN Y INOUN INTERNTIONL TOURISTS WHILE IN SOUTH FRI Sports spectator Medical Education/Training/Study Trading asino dventure Wildlife Theme parks each ultural, historical and heritage usiness Natural attractions Social Nightlife Shopping % 20% 40% 60% 80% 100% [Source: Give ONE reason why shopping has remained the main activity undertaken by inbound international tourists to South frica Recommend ONE way in which South frica can increase the number of tourists who participate in medical tourism. [22]

26 Tourism 26 E/November 2015 QUESTION 10 Study the picture of the Madison Restaurant. X [dapted from 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 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 (4) [8] TOTL SETION E: 30 GRN TOTL: 200

27 NTIONL SENIOR ERTIFITE GRE 12 TOURISM NOVEMER 2015 MEMORNUM MRKS: 200 This memorandum consists of 17 pages.

28 Tourism 2 E/November 2015 Memorandum TOPIS IN THE TOURISM PS REVITION Topic 1 Tourism sectors TS Topic 2 Map work and tour planning MTP Topic 3 Tourism attractions T Topic 4 Sustainable and responsible tourism SR Topic 5 omestic, regional and international tourism RI Topic 6 ulture and heritage tourism H Topic 7 Foreign exchange FX Topic 8 ommunication and customer care Topic 9 Marketing M

29 Tourism 3 E/November 2015 Memorandum SETION : SHORT QUESTIONS QUESTION MTP MTP MTP FX FX T T T M H TS TS TS SR SR RI RI RI RI RI (20 x 1) [20] permit MTP SWIFT RI Taj Mahal T age MTP bilharzia MTP (5) lgarve T World Travel Market / WTM / Travel Market T Pyramids T UNESO T olosseum T (5) / E (5) summit RI air disaster RI global sporting event RI act of terrorism RI disease RI (5) TOTL SETION : 40

30 Tourism 4 E/November 2015 Memorandum SETION : MP WORK N TOUR PLNNING; FOREIGN EXHNGE QUESTION 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 New York: -5 (09:00) South frica: +2 (30 E) MTP Time difference = 7 hours Therefore, South frica is 7 hours ahead of New York. 09:00 (+ ) 7 hours = 16:00 16:00 ( ) 1 hour ST =15:00 OR New York -5 (+ ) (1 ) ST = - 4 (09:00) South frica +2 (30 E) Time difference = 6 hours Therefore South frica is 6 hours ahead of New York 09:00 (+ ) 6 hours =15:00 OR 15:00 (6)

31 Tourism 5 E/November 2015 Memorandum 2.2 PNGE TOUR LE TOUR ccommodation details ttractions ctivities Price Tours available uration of tour / no. of days Names of airports Transport / shuttle eparture dates Route Plan ccommodation details ttractions ctivities Price Tour available uration of tour/no. of days Names of airports Meals that are included in the tour Transport/ Transfers eparture ates Route Plan Universal accessibility MTP Format is not given on a day-today basis Information on meals have not been given No optional tours have been included etailed times have not been given Universal accessibility Star grading of accommodation etailed times are not given No optional tours have been included MTP Mr and Mrs Zamer LE Tour Marcos and ugustina Pangea Tour MTP Yes, it is wheelchair friendly for people with special needs. MTP 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 (a) jet lag MTP (1) (b) They will be crossing many time zones. isruption in the body s bio-rhythms MTP (1) Passport Yellow fever certificate (o not accept yellow fever only) Health certificate Visa - if stay is for more than 90 days (Travel period must be specified) MTP

32 Tourism 6 E/November 2015 Memorandum (a) ompulsory 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 Peru wants to encourage South fricans to come into their country Minimise any cost implications to enter the country. n agreement between two countries Visa not required for a stay up to 90 days 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 / GP 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 frica. irport 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 (ccept examples) MTP MTP MTP (8) [40]

33 Tourism 7 E/November 2015 Memorandum QUESTION (Using the R) (x )15,66 OR R24 429,60 = R24 429,60 Note: No marks are awarded if the wrong currency code or symbol was used. ward the mark if no currency code or symbol was used. FX (3) LTERNTIVE NSWER 3.1 (Using the SR) (x )16,39 OR R25 568,40 = R25 568,40 Note: No marks are awarded if the wrong currency code or symbol was used. ward 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. ward the mark if no currency code or symbol was used. FX (3) LTERNTIVE NSWER 3.2 R250 ( ) 3,90 OR PEN64,10 = PEN64,10 Note: No marks are awarded if the wrong currency code or symbol was used. ward 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 GP. South frican 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 frican will get more PEN than GP 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] TOTL SETION : 50

34 Tourism 8 E/November 2015 Memorandum SETION : TOURISM TTRTIONS; ULTURE N HERITGE TOURISM; MRKETING QUESTION Icon ountry ity Reason why it is regarded as a religious icon 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 ity, Jerusalem Saudi rabia Mecca Italy Rome Vatican city 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 Seat of the Roman atholic hurch Home of the Pope, head of the atholic hurch (hristianity) Note: o not accept go to pray without elaboration. nswers must reflect the religious significance to each icon. ccept examples of religious activities specific to each site, for example inserting letters into holes in the Wailing Wall. ccept the type of tourist (religious) that will visit the icon. T T T (4) (4) (4) Uluru yers Rock Uluru-Kata Tjuta National Park T Sydney Opera House Note: o not accept Opera House only.

35 Tourism 9 E/November 2015 Memorandum 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 Located on the border of two countries Located on the Niagara River between US and anada Located between the twin cities There are two lakes on either side of the falls Job creation through increased tourist demand ay 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 merican tourists Return visits from satisfied tourists Stronger US dollar makes Ontario a cheaper destination 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 US are day visitors n environmental policy has been drawn up carbon emissions measuring programme has been put in place sustainability committee has been established. Visitors can participate in green conscious practices. R30 million was invested in resource management The V& Waterfront will be excellently marketed locally and/or internationally to attract discerning visitors who support practices of responsible tourism y having environmental policies in place and receiving the award for 'est estination 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. T T T T T T (4) [30]

36 Tourism 10 E/November 2015 Memorandum QUESTION WHS 1 WHS 2 H Full official name (a) isimangaliso Wetlands Park Type of World Heritage Site Note: o not accept isimangaliso only (b) ape Floral Kingdom ape Floral Region (a) Natural (b) Natural H 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 The fynbos species are only found in this area of South frica, the only habitat for this flora in the world. It is one of the biodiversity hotspots of the world. The protea is South frica's national flower and its habitat needs protection. ertain Fynbos, Protea, Erica and Renosterveld species are threatened and only grow in this sensitive habitat. Fynbos is resilient even when threatened by fires Intervention if threatened by factors like poor management, external factors like drought, floods and fire World Heritage Sites are reviewed annually by a UNESO 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 UNESO website Promotes the site by displaying the UNESO banner at the sites. H H H [10]

37 Tourism 11 E/November 2015 Memorandum QUESTION With direct flights it is easier for hinese tourists to travel to South frica No stop over Fear of Ebola in frica Stricter visa requirements make it difficult for the hinese to go to the South frican embassy to do the biometric testing. Other destinations offer more attractive packages / competition for South frica. M M Marketing South frica at travel trade shows in hina STourism can hold road shows in hina hinese travel agents are trained to market S as a long haul destination. More visa application centres to be opened in hina Marketing done in Mandarin (hinese language) Offer incentives to travel agents /tour operators in hina who have the largest sales of tour packages to South frica Train tour guides in S to speak mandarin. o research on the needs of hinese tourists and offer attractive travel packages that meet their needs and expectations M STourism M (1) To market South frica domestically and internationally as a destination of choice M Inspiring new ways M (1) [10] TOTL SETION : 50

38 Tourism 12 E/November 2015 Memorandum SETION : TOURISM SETORS; SUSTINLE N RESPONSILE TOURISM QUESTION Frontline / frontline staff Face to face TS (1) Note: o not accept examples of front line staff. 7.2 ode of onduct 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. 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. 7.5 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 TS TS

39 Tourism 13 E/November 2015 Memorandum 7.6 s a manager of the hotel, ob 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. ll 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]

40 Tourism 14 E/November 2015 Memorandum QUESTION '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 Their vehicles use alternative fuel The company uses energy efficient vehicles OR orporate social investment They added 500 Nissan LEF vehicles to their fleet Their airport shuttle buses will all be using biodiesel OR 4% of SI donations are allocated to environmental issues SR Note: Example must be linked to % 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 SR Note: responses must focus on employee involvement percentage of the allocated funding for SI is divided amongst the various social upliftment programmes identified by the employees. large percentage of Enterprise Holdings' donations contribute to social upliftment, for example education, public/social benefits/health and human causes. onations to arts as an investment in local culture % rts 6% + public / social 14% + education 14% + health and human services 57% = 91% SR [12] TOTL SETION : 30

41 Tourism 15 E/November 2015 Memorandum SETION E: OMESTI, REGIONL N INTERNTIONL TOURISM; OMMUNITION N USTOMER RE QUESTION 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 Raise the nation's confidence by fulfilling promises made since the World up, for example upgrading education/health and public services. omplete all outstanding projects meant to benefit the entire nation. reate 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 Increase in tourist arrival numbers to South frica were noted in all 6 regions from the 2 nd quarter to the 3 rd quarter. Notable improvements in some markets in the third quarter for example Europe and mericas. n increase in international arrivals to South frica was recorded in all the air markets. In Quarter 3 there was an increase of air market tourists who visited South frica. RI RI RI (4) (6)

42 Tourism 16 E/November 2015 Memorandum The greater the tourist arrivals, the bigger the tourist spend and foreign market share. n increase in tourist volumes means South frican businesses are being supported and generating profits and contributing to the economy. reation of jobs GP growth. Increased foreign earnings Improved infrastructure reation of investment opportunities Set the multiplier effect into motion greater demand creates more opportunity for new businesses Zimbabwe is landlocked. The majority of Zimbabweans enter South frica 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 frica is cheaper than air travel Our inbound frican land markets frequent South frica for shopping purposes. heap, affordable priced goods found in South frica. Unique/wide variety of goods available to be purchased. Favourable exchange rate making South frica a shopper s paradise. Many large shopping centres are to be found across the country offering a range of goods at competitive prices Increase the marketing efforts displaying technologically advanced equipment in the medical field. Utilising medical professionals to be brand ambassadors who account for South frica s medical history. Increase awareness of alternative medical options available in South frica, 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 RI RI RI (4) [22]

43 Tourism 17 E/November 2015 Memorandum QUESTION Poor service skills when dealing with the guests Poor food presentation / quality of food Slow service in the restaurant elays in food orders from the kitchen Items displayed on the menu, whilst not available Incorrect order captured by the waitron Not enough waitrons Note: ccept any complaint that is relevant to poor food quality and poor service in a restaurant 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 ontinuous feedback from customers ontinuous training and supervision from managers Employ more staff Follow disciplinary procedures to dismiss the employee Offer incentives to employees to maintain good work ethics. (4) (4) [8] TOTL SETION E: 30 GRN TOTL: 200