NATIONAL

SENIOR CERTIFICATE

GRADE 12

TOURISM
NOVEMBER 2008

MARKS: 200
TIME: 3 hours

This question paper consists of 27 pages.

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INSTRUCTIONS AND INFORMATION

Read the instructions carefully before answering the questions.
1.

This question paper consists of FIVE sections.

2.

Answer ALL the questions.

3.

Start EACH section on a NEW page.

4.

A calculator may be used.

5.

Number the answers correctly according to the numbering system used in this
question paper.

6.

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

SECTION A Short Questions

40 marks

20 minutes

SECTION B Tourism as an Interrelated System

40 marks

40 minutes

SECTION C Responsible and Sustainable Tourism

40 marks

40 minutes

SECTION D Tourism Geography, Attractions and Travel

Trends
SECTION E Customer Care and Communication

50 marks

50 minutes

30 marks

30 minutes

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SECTION A: SHORT QUESTIONS

QUESTION 1
1.1

Four possible options are provided as answers to the following questions.

Choose the answer and write only the letter (A D) next to the question
number, (1.1.1 1.1.15) in the ANSWER BOOK, for example 1.1.16 C.
1.1.1

The national Minister of the Department of Environmental Affairs

and Tourism is
A
B
C
D

1.1.2

If you display the accreditation symbol of the following organisation

at your guesthouse, guests can be sure of good service levels:
A
B
C
D

1.1.3

South African Tourism's Domestic Tourism Growth Strategy

White Paper on the Development of Tourism in South Africa
Tourism Business Strategy
The Poverty Relief Programme of DEAT

This organisation is responsible for regional marketing in Southern

Africa:
A
B
C
D

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temporary
casual
shift
substitute

This strategy is the government's commitment to ensure that

tourism support systems and services are made accessible to the
people of South Africa:
A
B
C
D

1.1.5

IATA
TGCSA
SAVRALA
TBC

If the contract of employment of a permanently employed worker in

the tourism industry states that he or she has to work from 23:00 to
07:00 daily, such a worker is referred to as a worker.
A
B
C
D

1.1.4

Pallo Jordan.
Marthinus van Schalkwyk.
Manto Tshabalala-Msimang.
Valli Moosa.

CITES
RETOSA
UNESCO
TOMSA

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1.1.6

This ten-day African Cultural Festival is held in Bloemfontein and

celebrates the best of African and international talent:
A
B
C
D

1.1.7

1
2
12
24

The international organisation that is responsible for collecting

tourism statistics globally:
A
B
C
D

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United States of America

South Africa
Russia
Australia

The majority of countries using Daylight Saving Time (DST)

advance their local standard time by hour/hours.
A
B
C
D

1.1.11

Tsonga
Sotho
Tswana
Ndebele

This country has only ONE time zone:

A
B
C
D

1.1.10

ethnotourism.
ecotourism.
adventure tourism.
domestic tourism.

This cultural group is well known for their colourfully decorated

houses made of mud, brick, plaster and thatch:
A
B
C
D

1.1.9

Splashy Fen
Joy and Jazz
Oppikoppi Bushveld Festival
Macufe

The term used to describe tourists who visit a country for cultural,
but not natural experiences, is known as
A
B
C
D

1.1.8

DoE/November 2008

United Nations World Tourism Organisation (UNWTO)

Africa Union (AU)
World Health Organisation (WHO)
Southern African Tourism Service Association (SATSA)

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1.1.12

A silver plaque at the entrance of a graded hotel demonstrates

A
B
C
D

1.1.13

Assignment
Feedback
Market sales
Benchmarking

A form of written communication that is used to convey a short

message between people in the same organisation:
A
B
C
D

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Openness and transparency

Information and redress
Access and courtesy
All the above-mentioned

is the way of collecting comments, suggestions and complaints

from a variety of information sources to influence management
decisions.
A
B
C
D

1.1.15

very good service.

standard service.
outstanding service.
None of the above-mentioned

Batho Pele principles include the following:

A
B
C
D

1.1.14

DoE/November 2008

Report
Fax
Business letter
Memorandum

(15 x 1)

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1.2

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Choose a word(s) from COLUMN B that matches the description in COLUMN

A. Write only the letter (A H) next to the question number (1.2.1 1.2.5) in
the ANSWER BOOK.
COLUMN A
1.2.1

1.2.2

1.2.3

The disturbance to a person's bodily

rhythms caused by crossing many
time zones
A term used to refer to any
commercial transaction relating to
the supply or purchase of currency
other than that of one's own country
This organisation is responsible for
policies, regulations and the
development of tourism in South
Africa

COLUMN B
A South African Tourism
B Department of
Environmental
Affairs and Tourism
(DEAT)
C foreign currency
D jet lag
E foreign exchange
F traveller's cheque

1.2.4

1.2.5

This form of money is more secure

than cash and can be refunded if G bank buying rate
lost or stolen
H bank overdraft
Monetary units used by countries
other than your own

(5 x 1)
1.3

Choose the correct word(s) from those given in brackets. Write only the
word(s) next to the question number (1.3.1 1.3.7) in the ANSWER BOOK,
for example 1.3.8 Big Five.
1.3.1

(Cooperative advertising/Franchise advertising) involves using one

brand of a product to advertise another non-competing brand.

1.3.2

(Agenda 21/The Earth Council) is a global action plan that sets out
the priorities for sustainable development into the 21st century.

1.3.3

The organisation responsible for authorising the regulations

governing travel health certificates globally is the (WHO/WTTC).

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1.3.4

The lack of opportunities in the tourism industry which existed in

the past are addressed and rectified in the (Domestic Tourism
Growth Strategy/White Paper on the Development of Tourism in
South Africa).

1.3.5

The (Greater St Lucia Wetland Park/uKahlamba World Heritage

Site) is now called 'iSimangaliso'.

1.3.6

(THETA/IATA) manages the skills development process in a

particular area of industry, for example the tourism industry.

1.3.7

(Visas/Passports) are obtained from the country of destination for

permission to enter.
(7 x1)

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(7)

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1.4

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Study the pictures below and identify the cultural group illustrated in each
picture. Write the letter (A E) and the cultural group in your ANSWER
BOOK, for example F Xhosa cultural group.
A

(5)

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1.5

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Identify THREE logos from the options given that will ensure standards are
maintained in the hospitality sector.
Write only the letters in the
ANSWER BOOK.

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(3)

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1.6

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Find the correct terms from the shaded areas in the word search below to
match the descriptions that follow. Write only the term next to the question
number (1.6.1 1.6.5) in the ANSWER BOOK, for example 1.6.7 TRAVEL.
G
R
O
S
S
D
O
M
E
S
T
I
C
P
R
O
D
U
C
T

Y
H
J
K
L
W
Q
Z
C
S
D
T
J
I
E
O
P
L
K
U

P
J
O
L
P
H
F
S
D
F
S
E
T
Y
C
U
I
L
W
I

D
I
S
P
O
S
A
B
L
E
A
H
J
K
Y
P
Q
Z
V
N

Y
F
G
H
K
G
D
S
A
I
J
F
G
P
C
Y
T
Q
W
C

C
H
D
S
A
N
E
M
S
F
P
Z
E
T
L
U
N
V
X
O

H
E
T
S
G
P
O
A
C
H
I
N
G
U
E
K
J
F
E
M

O
W
R
A
R
T
H
L
J
L
E
O
U
F
D
G
E
T
R
E

L
S
A
S
Q
E
Y
A
D
H
U
N
T
I
N
G
D
F
E
I

E
P
V
E
A
T
I
R
E
S
G
V
E
N
Y
T
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S
C
V

R
J
E
F
C
A
K
I
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I
T
I
A
T
O
R
V
B
M
R

A
K
L
H
L
M
N
A
V
C
T
M
B
C
V
Z
T
Y
P

1.6.1

The total value of goods produced and services provided in a

country in one year

1.6.2

A disease caused by mosquitoes

1.6.3

This is the person in the team who offers new ideas and suggests
solutions.

1.6.4

Resources that can be re-used

1.6.5

The illegal killing of animals

(5)
TOTAL SECTION A:

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SECTION B: TOURISM AS AN INTERRELATED SYSTEM

QUESTION 2

2.1

Read the extract below and answer the questions which follow.
Service excellence some points to ponder
Good service is what makes a great holiday experience and service to customers
can be learned. Granted, it takes a real interest in people and a will to be of service,
but there are some skills that can be acquired by even the newest member of staff
who can make all the difference. All staff dealing with clients should receive training
in such skills. If you want your company to be renowned for its high standards,
everyone, from cleaners to sweepers, parking attendants, garbage collectors and
cooks should be included in training programmes.
It is five times more expensive to win a new customer than it is to keep a current
customer. In the tourism industry there is no such thing as 'It's not my job'. Your job
description is 'Keep the guests happy'. It does not matter if you are a booking agent,
hotel receptionist, guide, cook or driver or whether you are in the front line or the
back office, a guest is YOUR guest.
You don't need to go on expensive courses just pay attention to the details. Many
of our top companies in inbound tourism are already praised for their high standards
of service, but anyone can provide the best and when we do in South Africa, we
are up there with the world's best.
Great service guarantees word-of-mouth recommendations (worth millions in free
advertising) and return trips. Staff can shine as the people who go the extra mile and
are committed to the happiness and comfort of your clients. Take every opportunity
to add the 'Wow' factor to your interactions with guests. Great service is not one
grand gesture; it is a series of small signs that let the guests know they are in great
hands. Guests will give you their undying loyalty if you can exceed their
expectations.
Is it not high time your company's motto be
'We don't aim to satisfy our clients we aim to dazzle them!'
[Adapted from: Tourism Tattler, Issue Three 2006]

2.1.1

2.1.2

2.1.3
2.1.4

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From the extract above, identify TWO very important personal

qualities employees in the tourism industry should have in order to
deliver excellent service.

(2)

Explain what is meant by the following: 'It is five times more

expensive to win a new customer than it is to keep a current
customer.'

(3)

Explain why front-line staff deals more frequently with customer

complaints than other staff members.

(2)

Discuss how positive 'word-of-mouth' recommendations are worth

millions to the development of South African communities and
economic growth in South Africa.

(6)

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Read the passage and then refer to the diagram to answer the questions that
follow.
Tourism is an important industry of the economy. Although tourism does not
produce a definite product, it is integrated into other industries or sectors.
When looking at the impact of tourism on the domestic economy as a whole,
there are many sectors that impact directly or indirectly on the tourism
industry.
[Adapted from: Pan-African Investment & Research Services (Pty) Ltd, www.pan-african.co.za]

Transport &
Tele-communication
11%

Electricity &
Water
2%

Manufacturing
18%

Construction
3%

Wholesale &
Retail 15%

GDP
The composition of GDP by
Sector during 2006 Quarter 1

Mining
7%

Personal
Services
6%

Government
15%

Agriculture
3%

Finance &
Real Estate
20%

[Source: Stats SA]

Use the diagram above to identify the largest sector of the GDP that is
associated with the following sectors, sub sectors and role players of the
tourism industry:
2.2.1
2.2.2
2.2.3
2.2.4

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Time-share accommodation
Tourist guides
Craft centres
International marketing

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

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Study the extract taken below from the BEE website and answer the questions
that follow.
TOURISM BEE CHARTER TOOLS

Businesses and individuals can select an option from this website to find or post
information in order to economically empower all South Africans.
A

Black Talent CVs

Compose your CV and add it to the Black Talent database.

Black Talent Jobs

Search and apply for tourism jobs. Register your organisation to advertise positions.

BEE Self-Assessment
What is your organisations BEE status? Find out now and begin your transformation journey!

BEE Suppliers
How do you find BEE Suppliers? Search our database of organisations and add your details to
source new opportunities!

Empowerment Partners
Finding the right empowerment partner can make all the difference. Post your empowerment
objectives and credentials. Search our partner database!

CSI Projects
Non-profit initiatives require funding. Find projects that meet your CSI objectives or post projects in
need of funding!

Enterprise Development Case Studies

Celebrate successful transformation and learn from what others are doing. Post your
organisations success stories here!

[Source: www.beecharter.co.za]

Use the information above to select the best option for each individual,
business or organisation described below. Write only the letter (A G) next
to the question number (2.3.1 2.3.4), for example 2.3.5 H.
2.3.1

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The Protea Hotel group is looking for a taxi company that complies
with the BEE charter to transport all their guests.
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2.3.2
2.3.3
2.3.4
2.4

DoE/November 2008

Bingo Car Hire needs to employ a qualified rental sales agent at

one of their offices in Midrand.

(2)

A lecturer at a university, who is doing research on the success of

the BEE charter, is looking for information.

(2)

Susan Kotze is interested to know if her restaurant business

complies with the regulations in the BEE charter.

(2)

List the THREE aims jointly stated by South African Tourism and DEAT in
their Domestic Tourism Growth Strategy which redresses past imbalances in
South Africa.

(3)
[32]

QUESTION 3

3.1

Explain why it is important for a business to have a code of conduct.

3.2

The following is one of the rules found in ASATA's code of conduct:

(3)

Absolute integrity in the handling of customers' monies and the refunding of

customers' monies.
Explain why ASATA would include this rule in their code of conduct for their
employees.
3.3

Indicate why it is important for any worker in the tourism industry to have a
contract of employment.

TOTAL SECTION B:

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SECTION C: RESPONSIBLE AND SUSTAINABLE TOURISM

QUESTION 4

4.1

Read the following case study below and answer the questions that follow.

Restoring nature by breaking borders

The Maloti Drakensberg Transfrontier Project (MDTP) was established to explore

ways in which South Africa and Lesotho can work together to conserve the Maloti
and Drakensberg mountain ranges. The mountains have significant biodiversity
with both countries being committed to eradicating (removing) alien vegetation.
They also contain world-renowned rock art and other cultural heritage features
which tell stories of the many people they have supported through the ages.
Of particular importance is looking for ways in which the mountains can continue
to support the many people who live in and depend on them. One possibility is
through nature and culture-based tourism.
The MDTP is working with a number of partnership groups who are establishing
community-based tourism projects. Communities from the region are starting to
get excited about what the region has to offer the traveller craft centre, hiking,
birding, fly fishing and a variety of extreme sports. Meeting the people of the
region is an additional highlight and there are also many opportunities to learn
about the people who have lived there through the ages.
[Adapted from: MDTP NEWS Quarterly Vol. 2 No.4, December 2006, Sunday Tribune, August 5, 2007]

4.1.1

Identify the TWO SADC countries involved in MDTP.

(2)

4.1.2

Explain the subheading 'Restoring nature by breaking borders'.

(2)

4.1.3

Apart from creating jobs and job opportunities, state ONE positive
economic factor of transfrontier parks.

(2)

4.1.4

Explain how the local community is successfully involved in the

following aspects of sustainable development:
(a)
(b)
(c)

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The environment
Social
Economic

(6)

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Respect for the local culture and support for social developments are
essential for responsible tourism practice. However, uncontrolled
development can destroy entire communities.
4.2.1
4.2.2

4.3

Discuss how uncontrolled development of the MDTP can have a

negative social impact.

(4)

List TWO steps that can be taken to prevent the social destruction
of the area.

(2)

It is suggested that through nature and culture-based tourism, it will be

possible to sustain this project.
4.3.1
4.3.2
4.3.3

4.4

DoE/November 2008

Explain how you think the MDTP plans to sustain the project
through nature and culture-based tourism.

(4)

Suggest THREE ways in which the craft centre can be improved so

that it can be competitive with other businesses in the area.

(3)

Identify TWO tourism attractions from the case study that have the
potential to develop into unique tourism businesses.

(2)

Give ONE example of good environmental practice from the case study.

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QUESTION 5

5.1

Study the picture and the information provided below to answer the questions
that follow.

WARNING!
Sewerage Outlet

[Illustration by Judy Horacek]

Blue Flag status is awarded to any beach that provides safety and security,
adequate facilities and amenities and maintains a high standard of hygiene,
cleanliness and water quality.
5.1.1
5.1.2

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Indicate why the beach in the picture above would not qualify for
Blue Flag status.

(2)

Explain how a Blue Flag Award can contribute to sustainable and

responsible tourism.

(4)

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Study the cartoon below and answer the questions that follow.

[Source: eaglecartoons.com]

5.2.1

Identify the environmental problem illustrated in the cartoon.

(2)

5.2.2

Name the global wildlife organisation that currently focuses on the

above environmental problem.

(2)

5.2.3.

Provide ONE suggestion as to how the problem in QUESTION

5.2.1 can be solved.

TOTAL SECTION C:

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SECTION D: TOURISM GEOGRAPHY, ATTRACTIONS AND TRAVEL TRENDS

QUESTION 6

6.1

Read the case study and use the time zone map below to answer the
questions.
A group of South African athletes are interested in participating in an Open
Championship Athletics Meeting to be held in Dallas in July 2009. Dallas is
practising Daylight Saving Time during this period. The South African
athletes' travelling plan is organised by Tshwane Travel Agency in South
Africa. The athletes are interested in the following information:

The number of time zones they are going to cross

Whether South Africa is ahead or behind time compared to Dallas
Whether they will suffer from jet lag when they arrive in Dalllas

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6.1.1
6.1.2

6.1.3

Calculate the number of time zones between Johannesburg and

Dallas.

(3)

State whether South Africa's time is ahead or behind Dallas. Give

reasons for your answer.

(2)

Tshwane Travel Agency wants to make a call to the organisers of

the athletics meeting at 16:00.
Calculate the time the call will be received in Dallas keeping
in mind that Daylight Saving Time is practised.

(3)

Explain why the Tshwane Travel Agency will make the call at
16:00 South African time and not earlier.

(2)

Give TWO benefits of Daylight Saving Time that are enjoyed in

Dallas.

(2)

Explain how jet lag will impact negatively on the South African
athletes and what advice you will give them to overcome jet lag?

(4)

(a)
(b)
6.1.4
6.1.5

6.2

DoE/November 2008

Health, security and safety are important elements that determine the success
or failure of the tourism industry at a global level. Countries that fail to
guarantee the health, security and safety of its visitors always face different
kinds of problems when it comes to tourism.
Name TWO resources a tourist can use to obtain information about health,
security and safety of a country.

6.3

(2)

In preparation for the forthcoming 2010 FIFA Soccer World Cup, South Africa
must start considering the safety and security of disabled sport lovers.
6.3.1
6.3.2

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State TWO ways in which you can improve facilities that cater for
disabled travellers in the accommodation sector.

(2)

State TWO ways in which you can improve facilities that cater for
disabled travellers in sports stadiums.

(2)

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Study the graph below and answer the questions that follow.

OVERSEAS VISITORS TO SOUTH AFRICA 2006 - 2007

45

NUMBER OF VISITORS IN (in ten

thousands)

40
35
30
25
20
15
10
5
0
UK

y
an
m
r
e
G

A
US

ce
an
Fr

n
pa
Ja

il
az
Br

an
iw
a
T
p
Re

fK

ea
or

COUNTRIES

6.4.1
6.4.2
6.4.3
6.4.4

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Explain the term existing market and by referring to the graph, give
an example of the South Africa's largest existing market.

(2)

Explain the term new market and state which market has the most
potential for growth in South Africa.

(2)

State TWO methods South African Tourism uses in its marketing

when seeking new markets.

(2)

Explain why it is necessary for South African Tourism to conduct

ongoing research on tourists visiting South Africa.

(2)

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Study the following exchange rate table and answer the questions that follow.
EXCHANGE RATE TABLE
CURRENCY

US$

6.5.1
6.5.2

6.5.3

6.6

WE BUY
14.50
7.50
9.20

Explain the difference between the bank selling rate and the bank
buying rate.

(4)

On arrival in South Africa, a British tourist decides to exchange

GBP 120 to South African rands. Calculate the total amount the
tourist received in rands.

(2)

Having spent R500.00 of the amount he received in

QUESTION 6.5.2, the tourist proceeded to the USA and converted
the rest to US dollars. Calculate the total amount of dollars
received by the tourist.

(4)

Global political, historical and sport events, as well as natural disasters,

impact positively or negatively on the tourism industry. The recent formation
of the African Union has not been an exception to such a global event.
On 9 September 1999 the Organisation of African Unity issued a declaration
(the Sirte Declaration) calling for the establishment of an African Union. The
reasons for this establishment included accelerating (speeding up) the
process of integration on the continent to enable it to play its rightful role in
the global economy while addressing many kinds of social, economic and
political problems.
[Source: www.dfa.gov.za]

6.6.1

Explain the term global event.

(2)

6.6.2

State TWO positive impacts of tourism in Africa that you think has
resulted through the formation of the African Union.

(4)

State TWO negative impacts of tourism in Africa that you think has
resulted through the formation of the African Union.

(4)

TOTAL SECTION D:

50

6.6.3

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SECTION E: CUSTOMER CARE AND COMMUNICATION

QUESTION 7

7.1

Study the following graph and answer the questions that follow.

Fore ign Spe nding pa t t e rns in Sout h

Afric a during t he pe riod 2 0 0 5 t o 2 0 0 7

Europe

Africa and Middle East

Asia and Australasia

Americas
[Adapted from: South African Tourism Quarterly Review, Q1 2007 (Jan Mar.)]

7.1.1
7.1.2
7.1.3
7.1.4

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Identify the region that spent the most while visiting South Africa
during the period 2005 to 2007.

(1)

Give a reason why you think this region is a major inbound market for
South Africa.

(2)

Identify the region that spent the least amount of money while visiting
South Africa.

(1)

Suggest ONE way how this spending pattern can be increased.

(2)

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Read the extract below and answer the questions that follow.

COMPLAINT BY A CUSTOMER TO
FRIED CHICKEN CUSTOMER
CARE PROGRAMME

SUPPLIER'S RESPONSE

Thank you for the feedback

regarding your query and your
comments. Each complaint and
compliment is read and then the
correct feedback is provided to the
customer. The customer is then
contacted and a personal approach
is taken. Telephonic feedback and
correspondence is a better tool to
reply to the customer. Once again,
Am I the only one noticing this?
thank you for your comments and
I don't expect a response from Fried suggestions.
Chicken on this one ... just
Kind regards
wondering.
Fried Chicken Customer Care
I'm really curious to know if the
customer care division even reads
people's complaints. It seems that
there is a generic (general)
response to every complaint sent
out. People are enquiring about
buying sauce and the same
responses are given.

[Source: www.hellopeter.com]

7.2.1

Identify the customer's complaint from the given extract.

(2)

7.2.2

Explain the importance of customer feedback in any business.

(2)

7.2.3

The customer sent the complaint via e-mail.

List TWO other methods businesses can use to obtain customer
feedback.

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(2)

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7.3

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DoE/November 2008

Read the extract below and answer the questions that follow.
ADDRESS DELIVERED BY THE
DEPUTY PRESIDENT,
PHUMZILE MLAMBO NGCUKA,
AT THE TOURISM INDABA
6 MAY 2006

I want to, again, emphasise the importance of customer care and building
of lasting relationships with our visitors on the back of an already wellestablished world-class brand that we are.
Our customer care has to be the best. South Africans love visitors. We
love to make them happy and comfortable in our midst. It is also said that a
heavenly experience is an experience where South Africans are taking
care of hospitality. When we welcome someone in our homes we always
encourage them to stay longer.
[Adapted from the internet: News and Events (www.dfa.gov.za)]

7.3.1
7.3.2

Explain why the deputy president believes that customer care is so

important.
Our Deputy President says that South Africa loves visitors and we
love to make them happy.
Give FOUR reasons why it is important for all South Africans to work
as a team in developing correct attitudes towards customer care.

7.3.3

(4)

One of South Africa Tourism's slogans is 'Tourism is everyone's

business, play your part'.
Suggest TWO ways in which you will play your part in welcoming
tourists to South Africa.

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(2)

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DoE/November 2008

QUESTION 8

8.1

Read the advertisement below and answer the questions that follow.

Tel: 0027 (0)11 973 3649

Cell: 0027 (0)83 375 2008
Fax: 0027 (0)11 395 3054
info@pelicanair.co.za
www.pelicanair.co.za
[Adapted from: GSA Travel Marketing Magazine, September 2006]

8.1.1
8.1.2.

8.1.3

Give the e-mail address of Pelican Air Services and give your
understanding of e-mail.

(2)

Give the website address of Pelican Air Services and state why you
would need to use this address.

(2)

Explain the digits (grouping of numbers) of the following telephone

number:
0027
A

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(0)11

9733649

(3)

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8.2

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DoE/November 2008

Choose the most appropriate mode of communication for each person below:

telephone; cellphone; fax; e-mail; photocopier

8.2.1

Xiang needs to communicate verbally with his partner in

another city

(1)

8.2.2

IT Travels urgently requires a copy of a reservation ticket

(1)

8.2.3

A German tourist requires flight confirmation from a South

African travel agency before he departs from Germany.

(1)

TOTAL SECTION E:
GRAND TOTAL:

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30
200