Tourism Grade 12 IEB 2017 Question Paper

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE EXAMINATION NOVEMBER 2017 TOURISM Time: 3 hours 200 marks PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY 1. This question paper consists of 7 pages and an Insert of 6 pages (i–vi), ADDENDUM A: An Evening at the Burger Shebeen; ADDENDUM B: Tourism Update, ADDENDUM C: The World Time Zone Map; ADDENDUM D: Cyclone Dineo hits Mozambique, ADDENDUM E: Marking Rubric for Question 5, Concept Map and ADDENDUM F: Marking Rubric for Question 8, Essay. Please check that your question paper is complete. 2. Read the questions carefully. 3. Answer ALL the questions. 4. Number your answers exactly as the questions are numbered. 5. It is in your own interest to write neatly and legibly. 6. Pay special attention to spelling and sentence construction. 7. Candidates must have a calculator to complete the forex calculations. 8. Draw a margin on the right hand side and do not write in it as it is used for marking purposes. 9. Candidates must use colour pens/felt-tipped pens to complete the concept map. 10. Candidates are advised to make use of double A4 pages to complete the concept map. IEB Copyright © 2017 PLEASE TURN OVER

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE: TOURISM Page 2 of 7 QUESTION 1 Examine the review marked Addendum A: An Evening at the Burger Shebeen and answer the questions that follow. 1.1 Referring to the restaurant review, explain which THREE factors of a Professional Image in the tourism industry the Burger Shebeen needs to improve, to receive better reviews. (6) 1.2 Make one suggestion for each factor mentioned in Question 1.1 to improve the professional image of this restaurant. (3) 1.3 This review was emailed to the management of the Burger Shebeen. Outline THREE benefits of customer complaints to a business. (3) 1.4 Identify and describe the benefits of THREE other forms of customer feedback methods that can be used. (6) 1.5 Several factors contribute to the success of a business, such as excellent marketing of tourism products. Advise the owner of Burger Shebeen regarding FIVE additional factors that would contribute to the success of his business. (5) [23] QUESTION 2 Read the article marked Addendum B: Tourism Update and answer the questions that follow. 2.1 What does the expression "Giving back" refer to in the context of this article? (2) 2.2 Define the term 'sustainable and responsible tourism'. (3) 2.3 Evaluate the final statement in the article by quoting eight examples from the article. (8) 2.4 Outline SIX possible negative impacts tourism could have on the Triple Bottom Line. (6) 2.5 Tourism employs many people in the industry because it is labour intensive. Identify ONE career in this industry and plot the career path for this career. (7) 2.6 2.6.1 Identify the document in an organisation that gives the core duties of an employee. (1) 2.6.2 Explain how this document impacts the public perception of this business. (2) 2.7 Explain how providing ethical guidelines helps employees. (3) [32] IEB Copyright © 2017

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE: TOURISM Page 3 of 7 QUESTION 3 3.1 Provide an argument for effective teamwork in a business environment. (5) 3.2 Once a group/team's goals have been identified, describe the next stage in the development of a team. (2) 3.3 Name the stage in the development of the team that involves breaking up the team after the task is complete. (1) 3.4 Which of the 5 stages describes a time where conflict and competition are at its greatest? (1) 3.5 This year, you were given a task where you were required to demonstrate your ability to work in the industry and/or a good simulation of the tourism industry. 3.5.1 Describe the nature of the task you performed in your team, as well as the type of tourism business your team worked in. (3) 3.5.2 Describe the goals of the team as a whole. (3) 3.6 In an honest manner, assess your own ability to work effectively in the team by analysing your strengths and weaknesses. (6) [21] QUESTION 4 Refer to Addendum C: World Time Zone Map, to answer these questions: 4.1 A group of business tourists departs by private jet from Miami to attend the Tourism Indaba in Durban, South Africa. The Indaba officially opens its doors at 08:00 on 16 May 2017. The group arrives at King Shaka International Airport 4 hours prior to the start of the Indaba. 4.1.1 Calculate the departure time and date in Miami if the duration of the flight is 12 hours. (4) 4.1.2 Upon arrival, one of the business tourists from Miami needs to contact his colleague in Moscow. Calculate the time at which the phone call was received in Moscow. Show all calculations. (2) 4.1.3 Explain whether or not DST is implemented at Durban at this time and provide a reason for your answer. (2) 4.1.4 Give THREE reasons for the implementation of DST in countries that do implement the practice. (3) IEB Copyright © 2017 PLEASE TURN OVER

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE: TOURISM Page 4 of 7 4.2 Assess whether the group of business tourists will experience jet lag and justify your answer. (2) 4.3 Before departing for their visit to South Africa, the group of business tourists consults a travel site to find out what precautions they need to take. Describe the advice they would receive regarding: 4.3.1 Health precautions they should take when coming to South Africa; (2) 4.3.2 Safety precautions they should take when visiting South Africa; (2) 4.3.3 Responsible behaviour as a tourist when traveling in South Africa. (2) 4.4 Provide TWO arguments opposing the implementation of DST in South Africa. (2) 4.5 Describe THREE ways in which time zones will affect tourists and tour planning. (6) [27] QUESTION 5 CONCEPT MAP Read Addendum D: Cyclone Dineo hits Mozambique, puts Kruger and KZN on high alert. Using the article as a reference and your own knowledge, construct a Concept Map in which you: 5.1 Identify the type of global event/current event/situation illustrated by the article and analyse the impact of this situation on Tourism, using examples from the passage to support your response. 5.2 Analyse the impact of this situation on the Triple Bottom Line. Use examples from the text as well as your own knowledge to support your response. 5.3 Show the interrelationships among the concepts, by making links and explaining how these links illustrate cause and effect. Colour-code your concept map. 5.4 Provide a key. Refer to the Marking Rubric in the Insert marked Addendum E when you plan this answer. [30] IEB Copyright © 2017

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE: TOURISM Page 5 of 7 QUESTION 6 Refer to the exchange rate table below and answer the questions that follow: Country/Region Currency ZAR Rate (BSR) England GB Pound 16,20 Japan JP Yen 0,11 Europe Euro 13,78 Namibia Namibian Dollar 1,00 Botswana Pula 1,25 USA US Dollar 12,96 Mauritius Mauritian Rupee 0,37 Seychelles Seychellois Rupee 0,96 India Indian Rupee 0,195 [Adapted from: <http://www.x-rates.com> (Accessed 16 February 2017)] 6.1 Differentiate between the buying power of a South African tourist in Europe and his/her buying power in England. (4) 6.2 A South African tourist wanting to visit the SADC region uses the above currency rate table to decide on a destination. Which country would you predict he would choose to visit? Justify your answer. (3) 6.3 A tourist from South Africa travels to the USA and exchanges R50 000. How much of the foreign currency will he receive? Show all calculations. (3) 6.4 When he returns, he has US$ 200 and exchanges his leftover currency back to ZAR. He receives ZAR 2 400. Explain what has happened to the exchange rate. Show all calculations. (3) [13] IEB Copyright © 2017 PLEASE TURN OVER

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE: TOURISM Page 6 of 7 QUESTION 7 7.1 International visitors use a variety of sources of information to research destinations before they travel. 7.1.1 Identify the TWO promotional/advertising techniques used in the Tourism industry. (2) 7.1.2 Give TWO advantages and TWO disadvantages of each type. (4) 7.1.3 Provide ONE example of each type of marketing technique. (2) 7.2 Explain the advantage to visitors of using online sources of information prior to their arrival in a country. (2) 7.3 The organisation that uses the logo on the right has a specific task to perform: 7.3.1 Identify the organisation that collects and makes use of this levy in tourism. (1) 7.3.2 Describe THREE roles of this organisation. (3) 7.3.3 Explain the purpose of collecting this levy. (2) 7.4 7.4.1 List any TWO costs that are related to a marketing budget. (2) 7.4.2 Explain the importance of developing a marketing plan for a new venture. (2) 7.4.3 Recommend TWO aspects of a marketing mix you feel are the most important to consider when marketing a product, and justify your choices. (4) [24] IEB Copyright © 2017

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE: TOURISM Page 7 of 7 QUESTION 8 ESSAY Write an essay in which you analyse the impact of service provision by tourism establishments/destinations on the Multiplier Effect on the economy of a country. Use the following bullets in the preparation of your essay: 8.1 Provide a title for the essay. 8.2 Provide a definition for the term 'Multiplier Effect'. 8.3 Differentiate between poor and excellent service by tourism establishments/ destinations. 8.4 Analyse how the provision of service impacts positively and negatively on the tourism industry. 8.5 Explain the impact of the Multiplier Effect on economic growth and community development. 8.6 Suggest strategies to achieve and maintain quality service. 8.7 Pay attention to the organisation and mechanics of your essay. Use the rubric marked Addendum F to assist you in answering this question. [30] Total: 200 marks IEB Copyright © 2017