NATIONAL

SENIOR CERTIFICATE

GRADE 11

NOVEMBER 2015

TOURISM

MARKS: 200

TIME: 3 hours

This question paper consists of 23 pages.

2 TOURISM (EC/NOVEMBER 2015)

INSTRUCTIONS AND INFORMATION

Read the instructions carefully before answering the questions.

1. This question paper consists of FIVE sections.

2. ALL questions in SECTIONS A, B, C, D and E are COMPULSORY.

3. Start EACH QUESTION on a NEW page.

4. You may use a non-programmable pocket calculator.

5. It will be to your advantage to show all calculations.

6. Round off your calculations to two places after the decimal point.

7. Write neatly and legibly.

8. The following table is a guide to help you allocate your time according to
each section.

SECTION QUESTION TOPIC MARKS TIME

A 1 Short Questions 40 marks 20 minutes

Map Work and Tour

B 2 Planning 20 marks 30 minutes
3 Foreign Exchange
4 Tourism Attractions
Culture and
C 5 50 marks 50 minutes
Heritage Tourism
6 Marketing

D 7 Tourism Sectors 50 marks 50 minutes

Domestic, Regional
8 and International
E Tourism 40 marks 30 minutes
Communication and
9
Customer Care

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 3

SECTION A: SHORT QUESTIONS

QUESTION 1

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

1.1.1 A luxury safari train that offers journeys to neighbouring SADC

countries:

A Umgeni Steam Railway

B Blue Train
C Rovos Rail
D Shongololo Express

1.1.2 The Nelson Mandela Museum located in … offers a memorable

cultural experience that gives insights into the life of Nelson Mandela.

A Mthatha
B Mvezo
C Qunu
D All of the above.

1.1.3 Tourism levy with regard to car rental is a fee that the renter pays
based on the length of rental and total kilometres travelled. This fee
is paid to …

A TGCSA.
B TBCSA.
C SAVRALA.
D PRASA.

1.1.4 Effective verbal communication includes …

A varying the tone of your voice.

B fidgeting.
C making use of a variety of hand gestures.
D using jargon.

1.1.5 An itinerary that is prepared for a specific customer according to

his/her needs.

A General itinerary
B Scheduled tour
C Inclusive tour
D Personal itinerary

Copyright reserved Please turn over

4 TOURISM (EC/NOVEMBER 2015)

1.1.6 The Royal Hills of Ambohimanga located in …, is an archaeological

site that contains a ruined city, burial sites and various sacred
places.

A Seychelles
B Mozambique
C Madagascar
D Malawi

1.1.7 The rate at which one currency is exchanged for another:

A Currency fluctuations
B Rate of exchange
C Bank buying rate
D Bank selling rate

1.1.8 A policy approved by government and launched in 2011, which

called for the development of a Domestic Tourism Growth Strategy
for South Africa.

A National Tourism Sector Strategy

B White Paper on the Development and Promotion of Tourism
in South Africa
C Sho’t Left campaign
D Tourism Act

1.1.9 A rail service aimed at tourists and long-distance travellers in South

Africa.

A Metrorail
B Shosholoza Meyl
C Gautrain
D Prasa

1.1.10 The capital of Angola is …

A Benguela.
B Kwanza.
C Kissama.
D Luanda.

1.1.11 The preferred method of payment when a person rents a vehicle:

A Cash
B Debit card
C Credit card
D Cheque

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 5

1.1.12 All of the following are examples of print media except …

A newspapers.
B meander maps.
C the internet.
D flyers.

1.1.13 The monetary unit used by Japan:

A ¥
B €
C £
D $

1.1.14 The Kahuzi-Biega National Park World Heritage Site, is home to

some of the last remaining populations of Eastern lowland gorillas
in the wild and is located in …

A Angola.
B the Democratic Republic of Congo.
C Botswana.
D Zambia.

1.1.15 Which of the following need not be taken into account when
planning a tour?

A Budget of the tourist

B Trip motivator
C Accommodation needs of the tourist
D The tour code allocated by the travel agent

1.1.16 Employees in the tourism industry should be aware of religious

requirements. Hindus are forbidden to eat …

A meat.
B fish.
C eggs.
D All of the above.

1.1.17 A hop-on, hop-off semi-luxury bus service especially designed for

backpackers.

A Baz Bus
B Greyhound
C Ricksha Bus
D Intercape

Copyright reserved Please turn over

6 TOURISM (EC/NOVEMBER 2015)

1.1.18 The process of offering well-reasoned opinions about the work of

others:

A Discretion
B Constructive criticism
C Negative criticism
D Personal insult

1.1.19 A five star luxury train that celebrates the Victorian era through its
atmosphere and furnishings.

A Blue Train
B Shosholoza Meyl Premiere Classe
C Rovos Rail
D Umgeni Steam Railway

1.1.20 RETOSA is the acronym for the …

A Regional Tourist Organisation of South Africa.

B Regional Tourism Organisation of Southern Africa.
C Regional Tourism Organisation of South Africa.
D Regional Tourist Organisation of Southern Africa.
(20 x 1) (20)

1.2 Choose a term from COLUMN B that matches a description in COLUMN A.

Write only the letter (A–G) next to the question number (1.2.1–1.2.5) in the
ANSWER BOOK, for example 1.2.6 H.

COLUMN A COLUMN B
1.2.1 A flight from London, United A Regional flight
Kingdom to Washington, United
States of America

1.2.2 A flight from Johannesburg, B Domestic flight

South Africa to Cairo, Egypt

1.2.3 A flight from Windhoek, C Transatlantic flight

Namibia to Harare, Zimbabwe

1.2.4 A flight from Frankfurt, D Connecting flight

Germany to Tokyo, Japan

1.2.5 A flight from Harare, Zimbabwe E Intercontinental flight

to Victoria Falls, Zimbabwe
F Transcontinental flight

G Chartered flight
(5 x 1) (5)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 7

1.3 Choose the correct word from those given in brackets. Write only the word next
to the question number (1.3.1–1.3.5) in the ANSWER BOOK.
1.3.1 A licensed travel agent arranging a flight for a client from Johannesburg
to New York will access (Micros-Fidelio Opera/ Galileo).
1.3.2 The South African Airways’ internet website, [Link], is an
example of a (GDS/CRS).
1.3.3 The computerised reservation tool (Amadeus/Worldspan) was created
by a group of European airlines.
1.3.4 The term GDS stands for (Global Distribution Strategy/Global
Distribution System).
1.3.5 A (tourist/travel agent) will most likely make use of a toll-free number to
access a travel provider’s CRS. (5 x 1) (5)
1.4 Choose a word(s) from the list that matches the descriptions below. Write only
the word(s) next to the question number (1.4.1–1.4.5) in the ANSWER BOOK.
You may only use a description once.

Metro Rail offices / baggage areas / listen to music / 6 km/h / 3 km/h / website
/ stations / level boarding facilities / eat
1.4.1 While on the Gautrain passengers may not …
1.4.2 The Gautrain accommodates mobility impaired passengers by means
of …
1.4.3 The Gautrain will be stopped automatically if the train should travel …
above the speed limit.
1.4.4 By scanning a QR code a passenger can gain access to the Gautrain’s
…
1.4.5 Gautrain Gold Cards can be purchased at … (5 x 1) (5)
1.5 Give ONE word/term for each of the following descriptions. Write only the
word/term next to the question number (1.5.1–1.5.5) in the ANSWER BOOK.
1.5.1 The variety of cultures and abundance of attractions tourists may enjoy
in South Africa
1.5.2 Stories or fables passed down from one generation to the next in
specific cultures
1.5.3 A mass of stone that has reached the earth from outer space and has
survived its impact with the earth’s surface
1.5.4 Valued items and/or practices such as historic buildings and cultural
traditions that have been passed down from previous generations and
form part of the history of a cultural group or a nation
1.5.5 The remains or impression of a prehistoric plant or animal embedded in
rock (5 x 1) (5)
[40]
TOTAL SECTION A: 40

Copyright reserved Please turn over

8 TOURISM (EC/NOVEMBER 2015)

SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

QUESTION 2

2.1 Study the extract below and answer the questions.

Leeuwenhof Country Lodge & Garden Spa

Spoil yourself and your partner with a relaxing one or two night stay at the
Leeuwenhof Country Lodge & Garden Spa, nestled at the foot of the Waterberg
Mountains amidst abundant blessings of nature, a 90 minute drive from
Pretoria.
Two night stay special
For only R3 975, enjoy a two night stay for two in the luxury Prestige Bedroom.
The package includes: dinner, bed and breakfast, the use of the spa facilities,
game drive and one of the many spa treatments on offer.
Stay for 3 nights and save 50% on the 3rd night.
For accommodation in a suite or giant tent with a jacuzzi, the package will be
R3 000 per couple for one night or R5 000 for two nights.
Tel: (014) 717 9811/9812 or 087 803 5873/4
Contact person: Helena
Validity of offer: Till 31 May 2014; booking essential and is subject to
availability.
[Source: [Link]

2.1.1 Identify the trip motivator for a tourist who would like to make use of this
special offer. (1)

2.1.2 Name TWO facilities and or services that are included in this special
offer. (2 x 1) (2)

2.1.3 Name TWO facilities and or services that are excluded from the price of
this special offer. (2 x 1) (2)

2.1.4 Advise a potential tourist on what to pack when making use of this
special offer. (1)
[6]

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 9

QUESTION 3

3.1 Read the scenario below and answer the questions.

Ms Jones is planning an overseas holiday to Italy and England. She has

never travelled internationally before and is unsure of how to go about
exchanging her South African rand, for the currencies that she will need.

3.1.1 Identify TWO foreign exchange facilities where Ms Jones can

exchange her local currency for foreign currency, before her
departure. (2 x 1) (2)

3.1.2 Ms Jones is unsure of the concept of an exchange rate. Explain this

concept to her. (2)

3.1.3 Ms Jones has been warned that fluctuations could have an effect on
her foreign exchange transaction. Explain what fluctuations are with
regard to a foreign exchange transaction. (2)

3.1.4 Discuss ONE way in which the money that Ms Jones will be spending
in a village in Italy, will be of benefit to the local population. (2)

3.1.5 Use the currency rate sheet below to assist you in answering the
following questions.

Foreign currency Currency Bank Buying Bank Selling

Code Rate Rate
British Sterling GBP 17,7917 18,5295
Euro EUR 13,8899 14,4923
United States Dollar USD 10,9395 11,2645

(a) Ms Jones would like to exchange ZAR8 500 to spend in Italy.

Calculate the total amount of foreign currency that she will
receive by using the Bank Selling Rate. (3)

(b) Before her departure Ms Jones exchanged ZAR11 500 for the
currency that she will need in England. On her return to South
Africa she has £75,00 left over and would like to exchange this
amount for the local currency.

Calculate the total amount of local currency that she will receive
using the Bank Buying Rate. (3)
[14]

TOTAL SECTION B: 20

Copyright reserved Please turn over

10 TOURISM (EC/NOVEMBER 2015)

SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE

TOURISM; MARKETING

QUESTION 4

4.1 Refer to the map of SADC tourism attractions and answer the questions.

SADC TOURISM ATTRACTIONS

4.1.1 Give the letters that correspond with the two countries that share Lake
Kariba. (2 x 1) (2)

4.1.2 Give the letter that corresponds with the country in which a top surfing
spot, Tamarin Bay, is located. (1)

4.1.3 Give the letter that corresponds with the landlocked country where
wildlife enthusiasts can visit the Hlane Royal National Park and the
Mkhaya Game Reserve. (1)

4.1.4 Give the letter that corresponds with the country that has a group of
five islands off its coast, known as the Bazaruto Archipelago, and is
famous for beach tourism. (1)

4.1.5 Name the attraction that is shared by the countries labelled A and B. (1)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 11

4.1.6 Name the attraction in the country labelled F that is the second largest
natural gorge in the world and offers a breath-taking hikers’
experience. (1)

4.1.7 Name the attraction that gives visiting tourists the opportunity to take
photos of shipwrecks, in the country labelled F. (1)

4.1.8 (a) Name any TWO World Heritage Sites in the country labelled G.
(2 x 1) (2)

(b) Select ONE of the World Heritage Sites in QUESTION 4.1.8 (a)
and give the main reason why it is considered a top tourist
attraction. (2)

4.2 Read the information below and answer the questions.

The Victoria Falls constitutes one of the most spectacular natural wonders of
the world. The local people call it ‘Mosi-oa-Tunya”. The Victoria Falls is
1 708 meters wide, making it the largest curtain of water in the world.

A number of tourist activities can be undertaken. Helicopter flights provide a

fabulous view of the falls, the upstream river and its many islands and for the
more adventurous there is micro lighting with stunning views of the Falls.

4.2.1 Name the TWO countries that share the Victoria Falls. (2 x 1) (2)

4.2.2 Name the river that forms the boundary between the countries named
in QUESTION 4.2.1 and leads to the Victoria Falls. (1)

4.2.3 Name THREE adventure activities not already mentioned in the

extract, in which tourists can participate when visiting the area in and
around the Falls. (3 x 1) (3)
[18]

Copyright reserved Please turn over

12 TOURISM (EC/NOVEMBER 2015)

QUESTION 5

5.1 Study the collage of cultural pictures below and answer the questions.

5.1.1 Identify the Eastern Cape cultural group represented by the pictures
labelled A and B. (1)

5.1.2 Identify the traditional cultural practice in the picture labelled B. (1)

5.1.3 Explain the significance of the custom of ‘lobola’ in arranging the

traditional cultural wedding ceremony depicted in the picture
labelled A. (2)

5.1.4 (a) Name the town that hosts the National Arts Festival shown in the
picture labelled C. (1)

(b) State the month of the year during which the National Arts
Festival is held annually. (1)

(c) Discuss why the National Arts Festival attracts many domestic
and international tourists. (2)

5.1.5 Explain your understanding of the concept cultural uniqueness. (2)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 13

5.2 Study the images and read the extract on South African heritage before
answering the questions that follow.

All rock paintings and engravings done by indigenous people in South Africa
are protected by the National Heritage Resources Act. They may not be
destroyed, damaged, altered, excavated, removed from their original site or
exported without a permit. Any person found writing his/her name on or near
rock paintings or engravings, or removing them is committing an offence and
is liable for prosecution.
[Source: Adapted from [Link]]

5.2.1 Write the full name of the agency, referred to in the extract that can
issue a permit if a person wants to export San rock art from South
Africa. (2)

5.2.2 State TWO functions of the agency mentioned in QUESTION 5.2.1.

(2 x 2) (4)

5.2.3 Suggest TWO reasons why San rock art should be protected.
(2 x 1) (2)
[18]

Copyright reserved Please turn over

14 TOURISM (EC/NOVEMBER 2015)

QUESTION 6

6.1 Study the images on marketing below and answer the questions.

6.1.1 Above-the-line and below-the-line marketing involves the use of

different types of promotional techniques or media tools.

Redraw and complete the table below in the ANSWERBOOK.

Identify whether the pictures labelled A to D fall in the marketing

category “above-the-line” or “below-the-line” and then indicate the
promotional technique or media tool used.

Picture Marketing category Promotional technique or

media tool
e.g. E Above-the-line marketing Radio
A
B
C
D
(8 x 1) (8)

6.1.2 Name TWO types of communication costs that must be taken into
account when drawing up a marketing budget. (2 x 1) (2)

6.1.3 Give TWO ways how a business can determine the effectiveness of
their promotional techniques used, in order to prepare for the following
year’s marketing budget. (2 x 2) (4)
[14]

TOTAL SECTION C: 50

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 15

SECTION D: TOURISM SECTORS

QUESTION 7

7.1 Study the extract below from the MSC Starlight Cruises website and answer
the questions.
-

Ship: MSC Opera Departure: Mon 3/11/2014

Departing from: Cape Town Duration: 5 Days / 4 Nights
Price starting from R2 840 (Inside cabin)

7.1.1 The afore-mentioned cruise sails from Cape Town to Durban. Identify
ONE other city that this cruise liner will visit. (1)

7.1.2 The price quoted for this cruise is for an inside cabin. Differentiate
between an inside cabin and a suite on the MSC Opera. (2 x 2) (4)

7.1.3 Identify THREE facilities for entertainment that passengers can enjoy
while on a cruise on the MSC Opera. (3 x 1) (3)

7.1.4 Cruise liners occasionally have special offers that they offer to
potential passengers. These special offers are indicated by means of
a code on the website advertisement.

Discuss the meaning of the special offer codes PS and PR that MSC
Starlight Cruises offers their passengers. (2 x 1) (2)

Copyright reserved Please turn over

16 TOURISM (EC/NOVEMBER 2015)

7.2 Use the airline pictures below to answer the questions that follow.

7.2.1 The pictures labelled A and B, are of types of wide and narrow body
aircrafts. Identify which airplanes in the pictures (A or B) refer to
wide body aircrafts and which refer to narrow body aircrafts. (2 x 1) (2)

7.2.2 Mango Airlines in the picture labelled A is often referred to as a “no-

fuss, no-frills” airline.

(a) Give another term for a “no-fuss, no-frills” airline. (1)

(b) Give ONE advantage of flying with a “no-fuss, no-frills” airline. (1)

(c) Write a paragraph outlining TWO services or comforts a

passenger will have to do without when flying with Mango
Airlines. (2 x 2) (4)

7.2.3 The airline logos in the picture labelled C are placed around a sign
that reads “RIP”. Suggest ONE reason why these airlines should
“Rest in Peace”. (1)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 17

7.3 In the pictures below examples are given of technology that can be used for
i-Travel.

7.3.1 Explain the concept of i-Travel. (2)

7.3.2 List THREE ways how i-Travel technology can be of assistance to

travellers. (3)

7.4 Study the car rental website extract below and answer the questions.

Copyright reserved Please turn over

18 TOURISM (EC/NOVEMBER 2015)

[Source: [Link]]

7.4.1 Name ONE document that must be produced by the renter of a

vehicle upon collection of a rented vehicle. (1)

7.4.2 In the extract, mention is made of “standard” and “super” cover.

Differentiate between these types of insurance. (2 x 1) (2)

7.4.3 Explain the concept “excess” and how it is charged to the renter of
the vehicle. (3)

7.4.4 In the extract it is stated that the cost of an additional driver is R200.
Explain the “additional driver” cost. (2)

7.4.5 Calculate the cost of the rental of this vehicle for two days. Show all
your calculations. (4)

7.4.6 When renting a vehicle the renter must take out some form of
insurance. Explain what personal accident insurance (PAI) covers. (2)

7.4.7 In the extract it is indicated that airport surcharge is R32,86. Explain

the term “airport surcharge”. (2)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 19

7.5 Study the extracts below and answer the questions.

Thembisa’s Township
Experience
Motherwell, Port Elizabeth, S.A.

Join us for: Nombulelo works for SAA as an air

Full / half day township tour hostess. She started her career
Homestay working on domestic flights and is
African beadwork experience presently working on international
The best in African cuisine routes. She works long hours but
Prices available on request loves her job.
Contact: Thembisa

041 484 1234 or 081 234 5678

tembisa123@[Link]

7.5.1 Thembisa can be regarded as an entrepreneur.

Explain the concept “entrepreneur”. (2)

7.5.2 Identify ONE characteristic that an entrepreneur must have in order

to ensure that he/she makes a success of a business. (2)

7.5.3 List ONE entrepreneurial opportunity that Thembisa has identified

that will assist her to make a success of her business. (1)

7.5.4 Identify the tourism sector that Nombulelo is employed in. (1)

7.5.5 Nombulelo needs to have certain personality traits in order to make

a success of her career.

List TWO of the personality traits that she will need to have that will
assist her in her career. (2 x 1) (2)

7.5.6 Identify TWO skills that Nombulelo needs to be a successful air

hostess. (2 x 1) (2)

TOTAL SECTION D: 50

Copyright reserved Please turn over

20 TOURISM (EC/NOVEMBER 2015)

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE

QUESTION 8

8.1 The diagram below shows the main objectives labelled A to D of the
Domestic Tourism Growth Strategy (2012–2020).

Listed below the diagram are actions that have been identified by the
National Department of Tourism to meet these objectives. Match the
objective with the most appropriate action listed below. Write only the letter
(A–D) next to the question number (8.1.1–8.1.4), for example 8.1.5 E.

Objectives of the Domestic Tourism Growth

Strategy (2012–2020)

A B C D

Increase Improve Enhance the

domestic Increase
measures and level of the
tourism domestic
efforts aimed culture of travel
revenue tourism volume
at addressing / tourism
seasonality amongst South
and equitable Africans
geographic
spread

8.1.1 Introduce affordable tourism products to increase the number of

domestic tourism trips. (2)

8.1.2 Develop and introduce tourism awareness-education

programmes in order to increase understanding of tourism and
appreciation of the value of tourism. (2)

8.1.3 Improve levels of domestic tourism marketing by establishing

provincial marketing offices in other provinces to create inter-
provincial partnerships and cross selling across provinces. (2)

8.1.4 Encourage the improvement of attractions, operations and

offerings to increase the use of tourism facilities and ensure that
there is a sufficient supply of products and services for each
market segment. (2)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 21

8.2 On 2 May 2012 SA Tourism launched a new domestic marketing campaign

with the slogan “Whatever you are looking for, it’s right here”. The aim of
this marketing campaign is to encourage South Africans to travel in their
own country. It will specifically target five domestic tourism consumer
segments.

8.2.1 Name the new domestic marketing campaign launched by SA

Tourism. (1)

8.2.2 Name any TWO domestic tourism market segments and briefly state
the preferred type of holiday or special offers that would encourage
them to travel in South Africa. (2 x 2) (4)

8.3 Study the map of the SADC member countries and answer the questions.

8.3.1 Name the capital city of the country labelled A. (1)

8.3.2 Write the letter and name of the country that tourists will be visiting
when arriving in the gateway city of Antananarivo. (2 x 1) (2)

8.3.3 Write the letter and name of the country that lies to the east of
Angola. (2 x 1) (2)

Copyright reserved Please turn over

22 TOURISM (EC/NOVEMBER 2015)

8.4 Read the RETOSA extract and answer the questions.

“The more we know of each other’s tourism products and heritage, the better
we will be able to promote each other which ultimately would lead to
improved tourism across member countries.”

[RETOSA Executive Director, Francis Mfune]

8.4.1 Name the intergovernmental organisation that Mr Mfune is referring

to in the extract. (1)

8.4.2 Explain the link between RETOSA and the organisation referred to
in QUESTION 8.4.1 (2)

8.4.3 Write a paragraph discussing TWO economic benefits of increased

regional tourism for South Africa. (2 x 2) (4)
[25]

QUESTION 9

9.1 Use the images to answer the questions below.

9.1.1 The cultures of the people in the pictures labelled A and B, are
closely linked to their respective religions.

Give ONE term that is used to describe foods that are permissible
according to the religious dietary laws of each of the cultural groups
in the pictures labelled A and B. (2 x 1) (2)

9.1.2 Discuss FOUR benefits for the South African tourism industry if a
tourism business encourages its employees to be more aware and
sensitive to cultural and religious differences when dealing with
foreign tourists. (4 x 1) (4)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 23

9.2 Study the service delivery images below and answer the questions.

9.2.1 Suggest TWO examples of poor service delivery that might have
contributed to the empty tables and statement in the picture of the
restaurant labelled A. (2 x 1) (2)

9.2.2 The waiter in the restaurant labelled B has been trained to deal
with verbal customer complaints. As a first step, he listens carefully
and with interest to what the customer has to say.

(a) State the next step that the waiter needs to follow. (1)

(b) Give TWO reasons why this step is important when dealing
with verbal customer complaints. (2 x 1) (2)

9.2.3 Discuss the value of team and peer reviews as a strategy to

achieve and maintain quality service in a restaurant. (2 x 2) (4)
[15]

TOTAL SECTION E: 40
GRAND TOTAL: 200

Copyright reserved Please turn over

 NATIONAL
SENIOR CERTIFICATE

GRADE 11

NOVEMBER 2015

TOURISM
MEMORANDUM

MARKS: 200

This memorandum consists of 13 pages.

2 TOURISM (EC/NOVEMBER 2015)

SECTION A: SHORT QUESTIONS

QUESTION 1

1.1 1.1.1 D
1.1.2 D
1.1.3 B
1.1.4 A
1.1.5 D
1.1.6 C
1.1.7 B
1.1.8 A
1.1.9 B
1.1.10 D
1.1.11 C
1.1.12 C
1.1.13 A
1.1.14 B
1.1.15 D
1.1.16 D
1.1.17 A
1.1.18 B
1.1.19 C
1.1.20 B (20 x 1) (20)

1.2 1.2.1 C
1.2.2 F
1.2.3 A
1.2.4 E
1.2.5 B (5 x 1) (5)

1.3 1.3.1 Galileo

1.3.2 CRS
1.3.3 Amadeus
1.3.4 Global Distribution System
1.3.5 tourist (5 x 1) (5)

1.4 1.4.1 eat

1.4.2 level boarding facilities
1.4.3 6 km/h
1.4.4 website
1.4.5 stations (5 x 1) (5)

1.5 1.5.1 Diversity

1.5.2 Folklore
1.5.3 Meteorite
1.5.4 Heritage
1.5.5 Fossil (5 x 1) (5)

TOTAL SECTION A: 40

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 3

SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

QUESTION 2

2.1 2.1.1 Leisure

Honeymoon
Couples who want to enjoy nature
Couples who want to be pampered in luxury (Any 1 x 1) (1)

2.1.2 A two night stay for two in the luxury Prestige Bedroom
Meals and accommodation
The use of the spa facilities
Game drive
A spa treatment (Any 2 x 1) (2)

2.1.3 Transport
Drinks/beverages
Shopping (Any 2 x 1) (2)

2.1.4 The guest should take into account that this is a prestige
destination and should pack smart clothes.
The guest should pack clothes that are suitable for a game drive.
Sun screen
Hat (Any 1 x 1) (1)
[6]

QUESTION 3

3.1 3.1.1 Foreign exchange bureau (bureaux de change)

Commercial bank
Travel agencies
Airports’ foreign exchange bureaus (kiosk) (Any 2 x 1) (2)

3.1.2 Exchange rate is the value of a currency in relation to other

currencies.
The exchange rate is the rate at which one currency is exchanged
for another. (2)

3.1.3 Changes in the value of one currency in relation to another

currency on a daily basis.
Fluctuations refer to exchange rates that fluctuate (change)
according to the supply of the local currency and tourist demand
for the currency. (2)

3.1.4 A community can earn an income from tourism by selling products

and services to tourists.
Jobs (direct employment and indirect employment) will be created.
It will set the multiplier effect into motion. (2)

Copyright reserved Please turn over

4 TOURISM (EC/NOVEMBER 2015)

3.1.5 (a) R8 500 ÷ 14,49 = €586,61

OR
€586,61 (3)

(b) £75,00 x 17,79 = R1 334,25

OR
R1 334,25 (3)
[14]

TOTAL SECTION B: 20

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 5

SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE

TOURISM; MARKETING

QUESTION 4

4.1 4.1.1 C – Zambia

D – Zimbabwe (2 x 1) (2)

4.1.2 E – Mauritius (1)

4.1.3 H – Swaziland (1)

4.1.4 B – Mozambique (1)

4.1.5 Lake Malawi

Lake Niassa (1)

4.1.6 Fish River Canyon (1)

4.1.7 Skeleton Coast (1)

4.1.8 (a) Mount Kilimanjaro

Stone Town of Zanzibar
Serengeti National Park
Ngorongoro Conservation Area (Any 2 x 1) (2)

(b) Mount Kilimanjaro:

It is the highest mountain in Africa.
It is the world’s tallest free-standing mountain.
Mount Kilimanjaro is home to several protected and
endangered species.

OR
Stone Town of Zanzibar:
It is best known for the diverse architectural styles of
historical buildings and cultural experiences.
It is the oldest area in the city of Zanzibar.
It was the centre of the spice trade and slave trade in Africa.

OR
Serengeti National Park:
The Serengeti is best known for the annual migration of
animals (wildebeest, gazelle and zebra).
It is one of the Seven Wonders of Nature.

OR
Ngorongoro Conservation Area:
It is well known for the viewing of wildlife.
The volcanic activity of the Ngorongoro Crater has made it
famous for its geology.
The Ngorongoro Crater also has paleontological findings that
are significant for human evolution. (Any 1 x 2) (2)

Copyright reserved Please turn over

6 TOURISM (EC/NOVEMBER 2015)

4.2 4.2.1 Zambia

Zimbabwe (2 x 1) (2)

4.2.2 Zambezi River (1)

4.2.3 White-water rafting

Bungee jumping
Jet boats
Abseiling
Gorge swinging
Zip-lining
Raft floating
Kayaking
Canoeing (Any 3 x 1) (3)
[18]

QUESTION 5

5.1 5.1.1 Xhosa (1)

5.1.2 Initiation
‘Ulwaluko’
Circumcision (Any 1 x 1) (1)

5.1.3 The bridegroom’s family gives cattle to the bride’s family as

compensation and as a commitment to the union. (2)

5.1.4 (a) Grahamstown (1)

(b) June
July (Any 1 x 1) (1)

(c) It is one of the best ways to explore the amazing cultural

diversity of South Africa.
It is one of the oldest arts, crafts and entertainment festivals
in South Africa.
It is one of the leading cultural tourism events in South
Africa.
It is Africa’s largest cultural festival.
The festival is a colourful and multicultural event.
The festival offers many craft markets, food stalls, artistic
performances and displays. (Any 1 x 2) (2)

5.1.5 Cultural uniqueness means that the cultural experience on offer

is specific to the area and cannot be experienced
elsewhere. (2)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 7

5.2 5.2.1 South African Heritage Resource Agency (2)

5.2.2 Protect South Africa’s cultural heritage.

Educate and train South Africans to help identify heritage resources.

To keep an information database of the national estate.

(Any 2 x 2) (4)

5.2.3 It is a very old tradition and form of art.

It can never be repaired or replaced.
It is part of the history and culture of the indigenous San people.
(Any 2 x 1) (2)
[18]

QUESTION 6

6.1 6.1.1 Picture Marketing Promotional technique or media tool

category
A Below-the line Exhibitions, shows and expos
B Above-the-line Brochure
C Above-the-line Video wall
D Below-the line Sales promotion OR
In-store discount
(8 x 1) (8)

6.1.2 Printing
Telephone
Fax
Internet (Any 2 x 1) (2)

6.1.3 Interviews
Surveys
Questionnaires
Gathering a sample of potential customers and getting their
feedback (Any 2 x 2) (4)
[14]

TOTAL SECTION C: 50

Copyright reserved Please turn over

8 TOURISM (EC/NOVEMBER 2015)

SECTION D: TOURISM SECTORS

QUESTION 7

7.1 7.1.1 Port Elizabeth (1)

7.1.2 An inside cabin is a room on the inside of the ship that can
accommodate passengers for the duration of their journey.
A suite is cabin that is a step up on a standard cabin as it has
additional facilities such as a balcony, full bathroom, separate living
and sleeping quarters and possibly a bar and
kitchenette. (2 x 2) (4)

7.1.3 Casino (open only when at sea)

Spa and fitness centre / gym
Shops (open only when at sea)
Library
Theatre (lavish Broadway style/extravaganza shows are most
popular)
Cinema
Bars
Lounges
Swimming pools
(Also tenpin bowling alleys, ice-skating rinks, rock-climbing walls,
miniature golf courses, video arcades, basketball courts and tennis
courts) (Any 3 x 1) (3)

7.1.4 PS (Partner Special), meaning that a special price could be

available for a partner sharing a cabin.
PR (Prima Special), indicating that early booking can result in
savings, the earlier that the booking is made, the bigger the
discount. (2 x 1) (2)

7.2 7.2.1 A – Narrow body aircrafts

B – Wide body aircrafts (2 x 1) (2)

7.2.2 (a) Budget airline

Low cost airline (Any 1 x 1) (1)

(b) Flights are much cheaper than full service flights. (1)

(c) Meals and drinks are usually not included in the ticket price
and passengers pay for this on board.
Pre-seating is usually not available to passengers.
Only economy class is available and not business class.
Limited flight availability.
Newspapers are not provided. (Any 2 x 2) (4)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 9

7.2.3 These airlines offered prices that were too low, and they could not
continue to do so and they had to close down.
These airlines could not continue to deliver cheap flights to
passengers.
These airlines were not cost effective. (Any 1 x 1) (1)

7.3 7.3.1 Travellers can use smartphone technology with internet access to
make all their travel arrangements.
iTravel can be done electronically using the passenger’s internet
enabled personal device. (Any 1 x 2) (2)

7.3.2 Search for flights.

Book and pay for their flights and receive an e-ticket by e-mail.
Check in for their flights online.
Select their seats on the airplane.
Download and print their boarding passes sent by e-mail.
Organise and manage their itineraries. (Any 3 x 1) (3)

7.4 7.4.1 Driver’s licence (1)

7.4.2 If a renter takes out standard insurance on a vehicle, the premium

that must be paid is lower, but the excess is higher in the event of an
incident (accident or theft).
Super insurance means that the premium is higher, but in the event
of an incident the excess payment will be lower than in the event of
standard insurance being taken out. (2)

7.4.3 The amount of money that the renter of a vehicle must pay in the
event of the rented vehicle being involved in an incident (accident or
theft).
This amount is added onto the payment for the vehicle upon
collection and if no incident occurs, this amount is paid back to the
renter. (3)

7.4.4 If the renter of the vehicle wants another person to drive the vehicle
during the rental period, he or she must register another driver at an
additional cost. (2)

7.4.5 R397,98 (Rental for 2 days) + R50,00 (Contract fee) + R19,38

(Vehicle protection) = R467,36 (4)

7.4.6 PAI covers the person renting the vehicle in their personal capacity
during the period of the rental for death benefit, medical expenses and
support required in the event of an accident. (2)

7.4.7 An additional charge that applies to every vehicle that is rented from an
airport depot. (2)

Copyright reserved Please turn over

10 TOURISM (EC/NOVEMBER 2015)

7.5 7.5.1 An entrepreneur is a person who creates a new business in the face
of risk and uncertainty, to achieve profit and growth. (2)

7.5.2 Risk-taking
Commitment
Creativity
Independence
Motivation
Obsession with opportunity (Any 1 x 2) (2)

7.5.3 Township tours

Homestays
Teaching tourists how to do beadwork
Culinary skills (Any 1 x 1) (1)

7.5.4 Transport sector (1)

7.5.5 The ability to work in a team

Stamina
Enthusiasm
Outgoing and friendly personality (Any 2 x 1) (2)

7.5.6 Good interpersonal skills

Communication skills
The ability to speak a foreign language.
Customer and service skills
Good knowledge of the transport system (Any 2 x 1) (2)

TOTAL SECTION D: 50

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 11

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE

QUESTION 8

8.1 8.1.1 B (2)

8.1.2 D (2)

8.1.3 C (2)

8.1.4 A (2)

8.2 8.2.1 VayaMzanzi (1)

8.2.2 Spontaneous Budget Explorers

Weekend holidays filled with activities
New Horizon Families
Special offers on flights and hotels
High-Life Enthusiasts
Weekend holidays filled with activities
Seasoned Leisure Seekers
Travel to escape, relax and spend quality time with loved-ones
Well-to-Do Mzanzi Families
Special offers on flights and hotels (Any 2 x 2) (4)

8.3 8.3.1 Dodoma (1)

8.3.2 D
Madagascar (2 x 1) (2)

8.3.3 C
Zambia (2 x 1) (2)

8.4 8.4.1 SADC (Southern African Development Community) (1)

8.4.2 RETOSA is a Southern African Development Community body

responsible for the promotion and marketing of tourism in Southern
Africa as a region. (2)

8.4.3 An increase in the volume of tourists will generate an income for

South Africa through tourist spending e.g. accommodation,
attractions, shopping and transportation. Tourism is labour
intensive and a large number of people will be employed.
OR The multiplier effect will be put in motion which will lead to
economic growth. OR There will be a demand for new and improved
tourism infrastructure development e.g. airports (to accommodate
more flights) and communication networks. (2 x 2) (4)
[25]

Copyright reserved Please turn over

12 TOURISM (EC/NOVEMBER 2015)

QUESTION 9

9.1 9.1.1 A – Halaal

B – Kosher (2 x 1) (2)

9.1.2 Tourist satisfaction will increase.

Tourists will return to the country (repeat visitation).
Positive word of mouth will encourage other tourists to visit the
country.
An increase in tourist numbers will lead to increased sales.
It will create an improved public image.
Positive word of mouth will reduce the marketing budget.
There will be fewer customer complaints.
An increase in tourist numbers will lead to job creation and skills
development.
South Africa will have a competitive advantage over other
destinations.
An increase in tourist numbers will result in new and improved
tourism infrastructure development.
Employees will have greater job satisfaction. (Any 4 x 1) (4)

9.2 9.2.1 The waiters had a poor attitude when serving guests.
Customers were kept waiting to be served.
The standard of the food did not meet customers’ expectations.
The management did not handle customer complaints effectively.
(Any 2 x 1) (2)

9.2.2 (a) Ask questions (1)

(b) To make sure that the complaint is fully understood.

To gather as much information as possible about the problem.

Show the customer that the waiter is concerned about trying

to solve the problem.
It will calm the customer and make him/her feel that the
complaint will be effectively dealt with. (Any 2 x 1) (2)

Copyright reserved Please turn over

(EC/NOVEMBER 2015) TOURISM 13

9.2.3 It enables staff to evaluate one another’s performance as individuals

or as members of the team.
It enables staff members to give feedback and make
recommendations to improve service levels of each employee.
Team and peer review assists employees to develop and empower
their colleagues.
It encourages staff members to discuss issues and strategies for
improving customer service.
It enables the management to obtain staff opinions on products and
service and customer service delivery.
It enables staff to report back on service delivery feedback they may
have received from customers. (Any 2 x 2) (4)
[15]

TOTAL SECTION E: 40
GRAND TOTAL: 200

Copyright reserved Please turn over