FINAL QP - Tourism - November 2007...(A biosphere/An ecosystem) is that part of the earth in which...

Copyright reserved Please turn over

MARKS: 200 TIME: 3 hours

This question paper consists of 26 pages.

TOURISM

NOVEMBER 2007

NATIONAL SENIOR CERTIFICATE

GRADE 11

Tourism DoE/November 2007 NSC


2

INSTRUCTIONS AND INFORMATION Read ALL the instructions carefully before answering the questions: 1. 2. 3. 4.

This question paper consists of FIVE sections. Answer ALL the questions. Start EACH section on a NEW page. Number the answers correctly according to the numbering system used in this question paper. The table below is a guide to help you to allocate your time according to each section:

SECTION A SHORT QUESTIONS 40 marks 20 minutesSECTION B Tourism as an interrelated

system 40 marks 40 minutes

SECTION C Responsible and sustainable 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



3

SECTION A: SHORT QUESTIONS QUESTION 1 1.1 Four possible options are provided as answers to the following questions.

Write only the letter (A – D) next to the question number (1.1.1 – 1.1.10) in the answer book, for example 1.1.11 A.

1.1.1 Identify the marketing slogan used by South African Tourism to

show that we are all role players in the tourism industry:

A

B C D

Experience sunny South Africa South Africa – a world in one country South Africa – it's impossible Tourism is everyone's business, so play your part

1.1.2 The multiplier effect in tourism refers to ... A

B C D

more tourists coming into our country. the money generated from tourism that leads to money spent on other products and services. more international tourists who visit South Africa. the strategies to develop domestic tourism in South Africa.

1.1.3 The direct transport services that you can use to reach the city

of Polokwane from Gauteng:

A

B C D

Air and land transport services Land and water transport services Air and water transport services Air, water and land transport services

1.1.4 The head office of WTTC (World Travel and Tourism Council) is

based in ...

A

B C D

London. East London. East Germany. Johannesburg.

1.1.5 Tourists visit the following South African province to see the

open mine known as the 'Big Hole':

A

B C D

Gauteng Limpopo Northern Cape Eastern Cape



4

1.1.6 When service is NOT delivered in a proper way to a customer, it

is called a ...

A

B C D

mistake. gap. misfit. problem.

1.1.7 The organisation responsible for the protection of South Africa's

local heritage:

A

B C D

UNESCO SAHRA NHRA SAHRS

1.1.8 An example of a local heritage that will attract cultural tourists: A

B C D

Mapungubwe Cape Floral Region Hole-in-the-Wall Traditional huts

1.1.9 A word/statement/sentence that communicates the image of a

company, is known as a ...

A

B C D

logo. slogan. symbol. None of the above-mentioned

1.1.10 The person who prevents a team from being distracted and

ensures progress, is known as the ...

A

B C D

peacemaker. summariser. information giver. gatekeeper.

(10)



5

1.2 Choose a term or an abbreviation from the list below that matches the

descriptions provided. Write only the correct term/abbreviation next to the question number (1.2.1 – 1.2.5) in the answer book. NGOs; RETOSA; BEE; NEPAD; foreign exchange; rate of exchange; foreign tourists; domestric tourists

1.2.1

1.2.2 1.2.3 1.2.4 1.2.5

Tourists travelling within the borders of their own country Environmental and community-based organisations, not associated with government A government strategy to empower and encourage people from previously disadvantaged communities to become involved in business ventures This refers to the value of a currency in relation to other currencies The organisation responsible for the marketing and promotion of all the SADC countries

(5)

1.3 Select the organisation from COLUMN B that is responsible for the

infrastructure listed in COLUMN A. Write only the letter (A – G) next to the question number (1.3.1 – 1.3.5) in the answer book, for example 1.3.6 G.

COLUMN A COLUMN B

1.3.1 1.3.2 1.3.3 1.3.4 1.3.5

National highways Telecommunications Information centres Harbours Railways

A

B

C

D

E

F

G

Portnet Tourism Grading Council of South Africa Spoornet Autonet Provincial and Local Govern-ment Telkom Gautrain

(5)



6

1.4 Choose the correct word(s) from the options given in brackets. Write only

the correct word(s) next to the question number (1.4.1 – 1.4.6) in the answer book.

1.4.1

1.4.2 1.4.3 1.4.4 1.4.5 1.4.6

(Interprovincial/Intraprovincial) travel refers to travel within the province in which the people live. The Kruger National Park is shared by (Limpopo and Mpumalanga/Mpumalanga and KwaZulu-Natal). (Primary/Secondary) attractions are attractions which tourists are likely to visit after they have visited the major tourist attraction in the area. (A biosphere/An ecosystem) is that part of the earth in which only living organisms exist. The volume, pitch and tone used during a conversation, are examples of (verbal/non-verbal) communication. When local people start to copy what tourists do and how they dress, it is known as the (illustration/demonstration) effect.

(6)



7

1.5 Name the responsible and sustainable tourism organisations/campaigns

that are represented by the following logos. Write only the correct answer next to the question number (1.5.1 – 1.5.4) in the answer book.

1.5.1 1.5.2 1.5.3 1.5.4 (4) 1.6 Identify ONE type of food you would NOT include on a menu for people

practising or observing the following religions:

1.6.1

1.6.2 1.6.3 1.6.4 1.6.5

The Islamic religion Buddhism Hinduism Roman Catholics on Good Friday Judaism

(5)



8

1.7 Study the pictures below and select the icon that best fits the description on

the next page. Write the name of the icon in full next to the question number (1.7.1 – 1.7.5) in the answer book.



9

1.7.1

1.7.2 1.7.3 1.7.4 1.7.5

Tourists who are interested in the romantic heritage of India Tourists who enjoy watching the performing arts, will visit this icon in Australia Tourists who want to experience a view of the capital city of France Tourists who want to visit this icon in China which is visible from space Tourists who are interested in the 13th century architecture of Italy

(5)

TOTAL SECTION A: 40



10

SECTION B: TOURISM AS AN INTERRELATED SYSTEM QUESTION 2 2.1 Read the two letters below and answer the following questions:

AIR YOUR VIEWS

LETTER 1

THANK YOU DELICIA* 'I was travelling from Johannesburg to Cape Town on GALAXY Airline* flight 365 on Friday, 8 September 2006, seated in row 7C and arrived at Cape Town at 21:00,' was my explanation to the lady on the other side of the telephone. 'I know that I am asking the impossible, but nevertheless, I would like to know if somebody did not perhaps hand in a cellular phone, which must have fallen out of my bag during the flight.' 'What does it look like?' the lady named Elize*, on the other side of the line, asked in a friendly tone of voice. I explained what it looked like and she said to me, 'It was handed in, you can come and fetch it. The reference number is 8929.' I told her I was flying to Johannesburg again on Sunday at 18:00 and asked if it would be in order for me to pick it up then. Arriving at the airport in Johannesburg on Sunday, a little earlier than usual, I went to the lost property office where Elize immediately assisted me and gave me the name of Delicia Rudolph*, who had handed in the phone. I wrote her a note to say thank you and she called me back within minutes to say that it was a pleasure and that she hopes I enjoy flying with GALAXY Airline. I strongly recommend that employees like this receive a special reward. In this time, when the majority of us hear, see and have negative experiences on an ongoing basis, acts like these give us hope for the future. I will definitely make use of this airline again.

* Names of people and airlines have been changed.

[Adapted from: SA Airways Sawubona In-flight Magazine, November 2006]



11

AIR YOUR VIEWS

LETTER 2

NOT THE WAY TO MY HEART I am currently on a flight from Cape Town to Johannesburg on GALAXY Airline*, flight 322. My disappointment started when I was handed a serviette with a bread roll covered in plastic, with no plate. Is this supposed to be a snack? For the price of airline tickets, I expect something more than this. Your airline should learn from other airlines, whose snacks are much more appetising and better presented. My snack was cold, moist (a nice word to describe soggy) and unappetising. I am pretty sure your CEO would not eat this. When I voiced my complaint to the flight attendant, I was told in a very un-friendly manner to take it or leave it – this was the way the catering company prepared the snacks and there was nothing that could be done about it. This is not the first flight on which I experienced a soggy snack and a rude flight attendant. I have just not taken the time to advise you thereof. I have also completed the complaint form on www.flygalaxy.com. I am now placing my trust in this national airline to do something about the problem. Or maybe I should make use of another airline in future ...?

* Names of people and airlines have been changed.

[Adapted from: SA Airways Sawubona In-flight Magazine, November 2006]



12

Both letters on the previous pages were written to the same airline. 2.1.1 Compare these two letters and identify the following: (a)

(b)

Which client considers another airline for her next flight? Which client will always be a loyal supporter of this airline?

(1) (1)

2.1.2 Considering South Africa's current crime rate, give ONE

possible reason why the lady in LETTER 1 said, 'I know that I am asking the impossible ...'.

(2)

2.1.3

2.1.4 2.1.5

The two staff members in LETTER 1 showed very important characteristics for the delivery of service excellence in the tourism industry. Name THREE characteristics showed by these two ladies. Write down any THREE of the customer's complaints in LETTER 2. Explain why GALAXY Airline makes provision for complaints on their website www.flygalaxy.com.

(3) (3) (2)



13

2.2 Without various subsectors, the travel sector of the tourism industry cannot

function properly. In the picture below, FIVE products are given that contribute to the delivery of service on this airline. In each case, state which businesses/companies are involved in the provision of these products to the airline. Use the table below to complete your answer. Draw the table in the answer book and complete it.

[Photo: GSA Magazine, September 2006]

Product Subsector Example: Leather seats Upholstery company

2.2.1 Whiskey glass 2.2.2 Uniform of flight attendant 2.2.3 Menu card 2.2.4 Alcohol/Beverages 2.2.5 Training of flight attendant

(5)

Would you like to order from the menu, sir?



14

2.3 The Domestic Tourism Market currently provides significant value to the

South African economy. The following consumer segments were identified in the Domestic Tourism Market:

A B C D E F G

Young and upcoming with children

Independent young travellers

Striving families

Well-off homely couples

Home-based, low-income couples

Basic needs older families

Golden active couples

Choose from the table above the option which best fits the following

statements. Write only the letter (A – G) next to the question number (2.3.1 – 2.3.5) in the answer book.

2.3.1

2.3.2 2.3.3 2.3.4 2.3.5

Mr and Mrs Botha who have a very low income and usually travel for purposes other than a holiday, for example funerals, spend most of their time at home. Mr and Mrs Pillay are a wealthy couple who prefer to spend their holidays with family, friends and relatives at home. Mr and Mrs Bingo are retired professionals who have won a large amount of cash in the national lottery and are now travelling around the country. They enjoy hiking trails and some adventure activities. Mr Bhize is a young doctor who has a family of four. He loves to go on luxury holidays and to stay in fancy hotels at least three times a year. Peter and Liza are young, single bioscientists and love to travel around the country, looking for unusual plants to study.

(5)

2.4 In their Domestic Tourism Growth Strategy, the Department of Environ-

mental Affairs and Tourism identified the three main objectives for domestic tourism growth in South Africa. Name the THREE main objectives for domestic tourism growth in South Africa as stated in the document mentioned above.

(3) [25]



15

QUESTION 3 3.1 Read the case study below and then answer the following questions:

Jefferey has recently completed a degree in Tourism. After his grandfather passed away, Jefferey inherited some money which he wants to invest in a new guesthouse for international guests in his hometown, not far from an international airport. Jefferey has some experience in the tourism industry, because he worked as a receptionist in a guesthouse in town for almost 3 years, yet he never had any contact with overseas tourists. He learned to speak English very well and is an excellent cook. He recently got his driver's licence and bought himself a small, but reliable car. A large guesthouse a block away, which has been in operation for almost five years, offered him a job. Jefferey, being a true entrepreneur, jumped at the idea of opening up his own business. Jefferey knows he has to do market research, followed by a SWOT analysis*, in order to determine whether his business would be successful.

* SWOT analysis: Refers to the Strengths, Weaknesses, Opportunities and Threats of a business.

3.1.1 Use the headings below to draw up a SWOT analysis for

Jefferey's proposed business. An example is given for each and you need to write ONE more entry underneath each heading. HEADINGS:

(a)

(b) (c) (d)

Strengths EXAMPLE: Speaks good English Weaknesses EXAMPLE: No experience with overseas tourists Opportunities EXAMPLE: Starts his own restaurant on the premises Threats EXAMPLE: New businesses are always a risk

(4)

3.1.2 Explain the purpose of Satour's Sho't Left campaign. (2)



16

3.1.3 Explain how you will market South Africa's domestic tourism

destinations to fellow South Africans without the use of television, radio, newspapers or magazines.

(3)

3.2 Below is a picture of Jack Victor. He has been working as a waiter at the

Italian restaurant situated in a well-known casino complex for the past eight years and has recently won the Waitron of the Year Award. When visiting this restaurant, many of the regular customers ask to be served by Jack.

[Photo: Tourismtattler Issue Three, 2006] Complete the table below by filling in TWO examples of skills, knowledge

and values and attitudes, which you think Jack has to have in order to have won the Waitron of the Year Award. Draw the table below in the answer book and complete it.

SKILLS KNOWLEDGE VALUES AND

ATTITUDES

(6)

[15] TOTAL SECTION B: 40



17

SECTION C: RESPONSIBLE AND SUSTAINABLE TOURISM QUESTION 4 Read the case study below, study the map on the next page and then answer the following questions:

Rural Local Economic Development through Community-based Tourism

The Mehloding Hiking and Horse Trail, Eastern Cape, South Africa This project is located in the Maloti District, a poor rural area situated in the southern foothills of the Ukhahlamba or Drakensberg mountain range close to the borders of the Eastern Cape and KwaZulu-Natal, and South Africa's international border with Lesotho. The Drakensberg range is acknowledged for its significant plant and animal diversity and unique habitats. The local population comprises mainly Xhosa- and Sotho-speaking people. Of significance is that in this area traditional practices, such as male circumcision, lobola, customary marriage, the decoration of huts and the production of domestic artifacts from grass, are still widespread. Moreover, traditional structures of authority, in which power is vested in the chief, is highly respected. In terms of land use, the primary activity is subsistence agriculture. The area has a very low formal employment with most economically active adults engaged in work as labourers on neighbouring commercial farms. The concept of establishing a village-to-village trail through the foothills of the Ukhahlamba mountains in the Maloti District, first emerged in 1998 by the Department of Local Government and Housing. The Maloti District also enjoyed independent funding form the Swiss Agency for Development and Cooperation. On the trail, overnight accommodation facilities were developed for hikers and horse riders in the form of traditionally designed chalets at the various sites. The accommodation facilities are of a standard demanded by international travellers in terms of having safe water supplies, proper sanitation, comfortable and safe sleeping quarters and excellent views.

[Adapted from: Africa Insight vol. 33 No. 1/2]



18

THE MEHLODING HIKING AND HORSE TRAIL

[Adapted from: Africa Insight vol. 33 No. 1/2] 4.1 Imagine yourself as a Grade 11 Tourism learner in the Maloti District. You

are required to list possible cultural tourism attractions that will form part of the community tourism database in this area.

4.1.1

4.1.2 4.1.3

Identify TWO possible cultural tourism attractions in the area. Explain the tourism potential of EACH attraction mentioned in QUESTION 4.1.1 by indicating why it deserves to be developed as a tourism attraction. Indicate the type of tourist who would visit EACH of these attractions.

(2) (2) (2)

4.2 Identify ONE unique activity that will attract an adventure tourist to this area. (1)

Overnight accommodation Ramatseliso Border Post

Qacha's Nek Border Post

Motseng site

Mariazell Mission

Ongeluksnek Border Post

Machekongsite

Mpharane site

Belfort Damsite

Madlangalasite

Masakala Guesthouse

E A S T E R N

C A P E

K W A Z U L U- N A T A L



19

4.3 When a new tourism development is planned, the tourism activities in that

area will directly affect the local communities. Give TWO reasons why it is important to involve the local community in developing a tourist attraction in this area.

(4)

4.4 4.4.1

4.4.2

Name the THREE role players mentioned in the case study, who are in partnership with the community of the Maloti District. Explain the function of EACH of the three role players mentioned in QUESTION 4.4.1.

(3) (6)

4.5 4.6

Apart from creating job opportunities, suggest TWO other ways you think the Mehloding Hiking and Horse Trail project will contribute to the upgrading of this community. Study the map of the Mehloding Hiking and Horse Trail on the previous page and answer the following questions:

(4)

4.6.1

4.6.2

Name TWO types of infrastructure indicated on the map that would support visitors to this area. Identify ONE aspect of the local infrastructure that you think needs to be upgraded. Give a reason for your answer.

(2) (2)

4.7 Xoliswa Mabandla, a Grade 12 Tourism learner from the Likholong area,

has realised that there are natural resources in her environment that need special care and attention. If no action is taken to protect these natural resources, they may be destroyed by irresponsible tourism development and planning. She and her classmates have decided to draft an implemen-tation plan that would protect, upgrade (improve) and manage these resources.

4.7.1

4.7.2

Identify ONE natural resource that needs to be upgraded and maintained. Use the questions below to assist Xoliswa and her friends to draft their plan:

(1)

(a)

(b) (c)

The reason(s) to upgrade the resource mentioned in QUESTION 4.7.1 The impact that the upgrading of this resource would have on the local community and the tourism businesses TWO recommendations for the improvement of this natural resource

(2) (2) (2) [35]



20

QUESTION 5 5.1 5.2

In his Heritage Day message in 2006, President Thabo Mbeki emphasised the need for all South Africans to preserve their heritage. Explain why it is important for local communities to be able to identify and preserve the heritage sites in their area. Below are examples of local heritage sites:

(2)

(a) (b) (c)

Scenic parks, lakes, rivers and mountains Archaelogical sites and finds A cave with rock art and natural formations

Indicate which of the above are examples of cultural, natural or mixed

heritage sites.

(3) [5]

TOTAL SECTION C: 40



21

SECTION D: TOURISM GEOGRAPHY, ATTRACTIONS AND TRAVEL TRENDS QUESTION 6 6.1 6.2

Name THREE types of tourism gateways to a country. Briefly explain the following as shown in the South African Airways time-table below:

(3)

Frequency Depart Arrive Flights Stop/Via

FROM: Durban TO: Mount Kilimanjaro

DLY 10:35 20:45 SA546 JNB 6.2.1

6.2.2 6.2.3 6.2.4 6.2.5

DLY 10:35 20:45 SA546 JNB

(1) (1) (1) (1) (1)

6.3 6.4 6.5

Name THREE modes of transport that can be used to access a country. Give THREE reasons why South Africa is more accessible to international tourists than Lesotho. A group of 25 learners in Limpopo have indicated to their teacher that they are interested in exploring South Africa. They want to experience different festivals, ceremonies and sporting events.

(3) (6)

6.5.1 Name the different provinces they will visit if they want to

experience the following:

(a)

(b) (c) (d)

Minstrel Festival Grahamstown National Arts Festival Million Dollar Golf Challenge Reed Dance

(1) (1) (1) (1)

6.5.2 Name the most economical form of transport the group can use

on their tour.

(1) 6.6 Classify the following attractions as man-made or natural and indicate the

SADC country in which they are found: EXAMPLE: Hector Peterson Memorial – man-made – South Africa

6.6.1

6.6.2 6.6.3 6.6.4

Victoria Falls Fish River Canyon Shopping malls in Blantyre Serengeti National Park

(2) (2) (2) (2)



22

6.7 Study the graph below on foreign exchange rates and answer the following

questions:

6.7.1 Name the currencies that are used in the following countries: (a)

(b) (c) (d)

Germany Japan Great Britain United States of America

(1) (1) (1) (1)

6.7.2

6.7.3 6.7.4

Explain what the amounts 7,97 and 0,06 on the graph refer to in relation to the rate of exchange. From a South African tourist perspective, indicate which country on the graph will offer the most favourable exchange rate. Explain why this is the case. From a South African tourist perspective, indicate which country on the graph will offer the least favourable exchange rate. Explain why this is the case.

(2) (3) (3)

FOREIGN EXCHANGE RATES (JULY 2006)

0.06

11.6

7.97

6.53

0

2

4

6

8

10

12

14

EUR1 JPY1 GBP1 USD1

FOREIGN CURRENCY AS PER 1 UNIT

SOU

TH A

FRIC

AN

RA

ND



23

6.8 Hosting a global event impacts both positively and negatively on any

country. In the light of this statement, answer the following questions:

6.8.1

6.8.2

Name FOUR ways in which a country can benefit economically by hosting a global event such as the 2010 FIFA Soccer World Cup. Write a short paragraph in which you give your opinion on the social disadvantages for South Africa when hosting the 2010 FIFA Soccer World Cup.

(4) (4)

TOTAL SECTION D: 50



24

SECTION E: CUSTOMER CARE AND COMMUNICATION QUESTION 7 7.1 One of the main reasons why foreign tourists visit South Africa is our

cultural diversity. Increased travel to our country also exposes the South African tourism industry to people coming from different cultural back-grounds.

7.1.1

7.1.2

Culture is made up of many different subsections in the tourism industry. Name any TWO subsections of culture. Explain, at the same time giving a suitable example, how ONE aspect mentioned in QUESTION 7.1.1 can influence interaction between people working in the industry and customers of different cultural backgrounds.

(2) (2)

7.2 7.2.1 Read the different types of complaints below. Indicate whether

they are direct or indirect complaints.

COMPLAINTS:

(a) (b) (c)

A very angry customer is shouting at the receptionist in the presence of other guests. Your guesthouse receives a written complaint from a customer. A customer booked a non-smoking room, but when he arrived at the hotel, he was given a smoking room, which he did not accept.

(3)

7.2.2 Choose the most suitable solution for EACH type of complaint

in QUESTION 7.2.1 (a – c). A solution may be used only ONCE. Write the solutions in full.

SOLUTIONS:

* * * *

Phone the customer and apologise. Ask the customer to step into a private office and address his need. Respond in writing and offer a solution to the customer. Apologise to the customer and offer to move him to another room as soon as one becomes available.

(3)



25

7.3 Read the case study below and answer the following questions:

Nirvana is a newly appointed receptionist at the Wellington Hotel. The manager informed her that she needs to present a professional image to guests. She does not know how to present a professional image and approaches you for advice.

7.3.1

7.3.2 7.3.3 7.3.4

Name any THREE aspects of professional image and explain to Nirvana how she can achieve this image. The correct use of a telephone can also help Nirvana to present a professional image of the company. List FIVE points that will help Nirvana on how to use the telephone professionally. The staff at the hotel must always ensure that they work as a team to address the needs of their customers. List FOUR factors that can hamper the performance of any team. Nirvana will make use of a variety of types of technology to communicate with customers. Read the case studies below and assist her to identify the most appropriate type of technology she will use to communicate with customers:

(6) (5) (4)

(a)

(b) (c) (d)

The hotel is currently offering special rates on accommodation for their regular customers and she would like to advertise it in an electronic written format. Nirvana needs a copy of a customer's identity document who lives in another province. A customer would like an electronic written confirmation of his booking, because his fax machine is out of order. A customer wants to know more about the hotel and its facilities on offer before he makes a reservation. Nirvana suggests a virtual tour of the hotel.

(1) (1) (1) (1)


Copyright reserved

26

(e) A customer requires multiple copies of the itinerary for all

the members of his group.

(1) TOTAL SECTION E:

GRAND TOTAL:

30 200

Date post:	08-Sep-2020
Category:	Documents
Upload:	others
View:	0 times
Download:	0 times

FINAL QP - Tourism - November 2007...(A biosphere/An ecosystem) is that part of the earth in which...

Documents