TOURISM GR11 MEMO NOV 2018 ENG hlayiso.com

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE GRADE 11 NOVEMBER 2018 TOURISM MARKING GUIDELINE MARKS: 200 This marking guideline consists of 12 pages.

Downloaded from hlayiso.com 2 TOURISM (EC/NOVEMBER 2018) SECTION A: SHORT QUESTIONS QUESTION 1 1.1 1.1.1 B 1.1.2 A 1.1.3 A 1.1.4 D 1.1.5 D 1.1.6 C 1.1.7 C 1.1.8 C 1.1.9 C 1.1.10 A 1.1.11 B 1.1.12 D 1.1.13 B 1.1.14 C 1.1.15 B 1.1.16 A 1.1.17 D 1.1.18 B 1.1.19 B 1.1.20 C (20 x 1) (20) 1.2 1.2.1 D 1.2.2 E 1.2.3 F 1.2.4 A 1.2.5 B (5 x 1) (5) 1.3 1.3.1 transcontinental  1.3.2 kosher  1.3.3 short haul  1.3.4 beef  1.3.5 international  (5 x 1) (5) 1.4 1.4.1 entrepreneur  1.4.2 border post  1.4.3 paleontology  1.4.4 Gold Card  1.4.5 archipelago  (5 x 1) (5) 1.5 1.5.1 ACSA  1.5.2 Landlocked  1.5.3 Galley  1.5.4 Billboard  1.5.5 Tanzania  (5 x 1) (5) TOTAL SECTION A: 40 Copyright reserved Please turn over

Downloaded from hlayiso.com (EC/NOVEMBER 2018) TOURISM 3 SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE QUESTION 2 2.1 Eco tourist   Nature lover Motivation: The title of the tour is wildlife encounter which means that the trip motivator is wildlife experiences which will suit eco tourists/nature lovers.  (3) 2.2 2.2.1 Included: transfers from Kruger Mpumalanga International Airport   Shuttle service  Game drive vehicle  4 x 4 vehicle (1) 2.2.2 Excluded: flights  (1) 2.3 Hat  Clothes suitable for game drives and walks   Sunscreen  Camera  Warm jackets for game drives (2 x 1) (2) 2.4 Daily changes in the rate of exchange between different currencies.  (2) [9] QUESTION 3 3.1 Foreign exchange  (2) 3.2 US Dollar   US$ (2) 3.3 We buy: This represents the bank buying rate whereby the bank buys foreign currency from clients at a specific rate.  We sell: This represents the bank selling rate whereby the bank sells foreign currency to clients at a specific rate.  (2 x 2) (4) 3.4 ZAR 18 500,00 ÷ 11,79 = US$ 1569,13  OR US$ 1569,13  (3) [11] TOTAL SECTION B: 20 Copyright reserved Please turn over

Downloaded from hlayiso.com 4 TOURISM (EC/NOVEMBER 2018) SECTION C: TOURISM ATTRACTIONS; CULTURAL AND HERITAGE TOURISM; MARKETING QUESTION 4 4.1 A– Victoria Falls  B– Mount Kilimanjaro  C– Bazaruto Archipelago  D– Okavango Delta  (4 x 2) (8) 4.2 Zambezi River  (2) 4.3 Climbing Mount Kilimanjaro will afford tourists the opportunity to participate in adventure activities.   It is the highest mountain in Africa.  It is the highest free standing mountain in the world.  The peak of Mount Kilimanjaro is 5 895 m above sea level. (2) 4.4 Windsurfing  Snorkelling   Water-skiing  Boat trips/Glass bottom boat trips  Pedal boating  Sailing/Yachting  Fishing/Big game fishing (Any 2 x 1) (2) 4.5 It is the largest inland delta in the world. It attracts great concentrations of diverse animals and birds. (2 x 2) (4) [18] QUESTION 5 5.1 5.1.1 (a) Umngqusho (samp and beans)  Xhosa bread   Umpokoqo (maize mixed with sour milk)  Isopho (corn soup)  Imithwane (pumpkin leaf and butter mélange)  Ilaxa (pumpkin leaf cooked together with fresh pumpkin)  Beef, mutton and goat’s meat  Umqombothi (sorghum beer) (Any 2 x 1) (2) (b) Beadwork  Traditional clothing   Arm and ankle bracelets  Clay pots  Baskets  Woven mats  Wooden sculptures  Traditional weapons (Any 2 x 1) (2) (c) The cultural experience on offer is specific to the area and cannot be experienced elsewhere.  (2) Copyright reserved Please turn over

Downloaded from hlayiso.com (EC/NOVEMBER 2018) TOURISM 5 5.1.2 The tour provides tourists with original and memorable experiences through interaction with local villagers.  It provides a fun and entertaining way for inbound tourists to experience the Xhosa culture.   It allows tourists to experience the Xhosa culture, their way of life and to discover their food and customs. (Any 2 x 2) (4) 5.2 5.2.1 A – Shipwrecks  B – Structures older than 60 years  C – Graves  (3 x 1) (3) 5.2.2 (a) South African Heritage Resources Agency   SAHRA (1) (b) Eastern Cape Heritage Resources Agency   ECHRA (1) (c) SAHRA educates and trains South Africans to help identify heritage resources.  It is tasked with keeping an information database on the national estate.   It is responsible for the establishment of national principles, standards and policy for the identification, recording and management of the national estate.  It identifies heritage resources of national importance.  It coordinates the functions of provincial and local heritage authorities. (Any 2 x 2) (4) 5.2.3 To ensure that our heritage resources are preserved for future generations.   Heritage resources contribute to a greater understanding of traditions and culture between different groups in our country.  Heritage resources celebrate the achievements of our country and its people.  Heritage resources provide opportunities for research into our traditions and customs. (2) [21] QUESTION 6 6.1 6.1.1 A – Leisure tourist  B – Student   Backpacking tourist  Youth tourist  Gap year traveller (2 x 1) (2) 6.1.2 A – Sales promotion  B – In-store discount  (2 x 2) (4) Copyright reserved Please turn over

Downloaded from hlayiso.com 6 TOURISM (EC/NOVEMBER 2018) 6.1.3 Sales promotions and in-store-discounts can increase sales by attracting new and existing customers.   By using the promotional techniques the businesses will create an awareness of their products on offer.  They result in an improved product availability for a limited time. (Any 1 x 2) (2) (Any 1 x 2) 6.2 Printing costs  Telephone costs  Fax costs  Internet costs  (Any 3 x 1) (3) [11] TOTAL SECTION C: 50 Copyright reserved Please turn over

Downloaded from hlayiso.com (EC/NOVEMBER 2018) TOURISM 7 SECTION D: TOURISM SECTORS QUESTION 7 7.1 7.1.1 Identity document   Driver’s license (Any ONE) (1) 7.1.2  Budget airlines provide flights at a lower cost.   Passengers have fewer comforts.   A lower level of service is provided on a budget airline.  Refreshments are usually not included in the ticket price and have to be purchased on board budget airlines.  Newspapers are usually not included in the ticket price and have to be purchased on board budget airlines.  Tickets are not usually assigned specific seats on budget airlines.  Only one class of service, economy class, is available on budget airlines. (Any 2 x 2) (4) 7.1.3 (a) 07:25  or earlier. (1) (b) He must check in at least one hour prior to departure in order to complete the check in procedures. (2) 7.1.4 Narrow body aircraft  Motivation: In South Africa domestic flights are short haul flights and therefore only narrow body aircraft are used.   Wide body aircraft are used on long haul, international flights. (3) 7.1.5 He must store his carry-on luggage in the overhead storage compartments on the aircraft.  (1) 7.1.6  At the check-in counter he must produce valid identification.   The assistant will verify his details on the computer system.   His check in luggage will be weighed and a luggage tag will be placed on it to indicate his destination.   The assistant will print a boarding pass with the information for his flight and attach his luggage tickets.  NOTE: The steps must be given in the correct order. Do not award marks if the steps are mixed up. Candidates should write in a paragraph. Bullets have been provided in the memo for ease of marking. (4 x 2) (8) Copyright reserved Please turn over

Downloaded from hlayiso.com 8 TOURISM (EC/NOVEMBER 2018) 7.2 7.2.1 A metal detector is used to scan the body of the passenger to ensure that they are not carrying concealed weapons.  (2) 7.2.2 The baggage wrap equipment ensures that the contents of the luggage is safe and cannot be tampered with.   The baggage wrap equipment ensures that the contents of the suitcase is not lost should it break open during transit. (2) 7.2.3 A carousel delivers checked luggage to the passengers at the baggage claim area at their final destination.  (2) 7.3 7.3.1 Each station and platform has CCTV cameras in place.   South African Transport Police and security guards maintain a constant presence at all times.  Only valid ticket holders are allowed on platforms. (Any 2 x 2) (4) 7.3.2 The gap between the car rail floor and the platform is minimised to allow for level boarding between the platform and the train.  Each train has a section that is allocated to passengers in wheelchairs.  (2 x 2) (4) 7.4 7.4.1 Casino  Spa and fitness centre/gym   Shops  Library  Theatre  Cinema  Swimming pool  Lounges  Other facilities such as miniature golf courses, video arcades, rock-climbing walls, basketball and tennis courts (Any 2 x 1) (2) Copyright reserved Please turn over

Downloaded from hlayiso.com (EC/NOVEMBER 2018) TOURISM 9 7.4.2 (a) Chef   Waitron  Actor or dancer in theatre productions  Photographer  Beautician  Hairdresser  Crew members NOTE: Accept any relevant career opportunities. (1) (b) Chef – culinary skills   Waitron – good communication skills   Actor or dancer in theatre productions – acting or dancing skills  Photographer – skills required to take photos e.g. creativity  Beautician – skills required to act as a beautician e.g. visualisation  Hairdresser – hairdressing skills e.g. styling  Crew members – skills required to perform their duties e.g. problem solving NOTE: Accept any relevant skill. (2) 7.5 7.5.1 10:00  or earlier NOTE: Rental companies allow approximately 1 hour leeway before charging the renter for another day (1) 7.5.2 (a) Airport surcharge: A charge that applies to every vehicle rented from an airport depot.  (2) (b) Collision damage waiver: Insurance that car rental companies charge in the event of the rented vehicle being involved in an accident during the rental period.  (2) 7.5.3 ZAR 1 977,00 + ZAR 321,00 (100 km @ R3,21 p/km) = ZAR 2 298,00  OR ZAR 2 298,00  (2) Copyright reserved Please turn over

Downloaded from hlayiso.com 10 TOURISM (EC/NOVEMBER 2018) 7.6 Cost: Bus transport is more expensive than rail transport and therefore trains are more cost effective.  Frequency: Tourist buses run more frequently (often) than trains and are therefore more popular with travellers.  NOTE: Accept any relevant correct answers. (2 x 2) (4) [50] TOTAL SECTION D: 50 Copyright reserved Please turn over

Downloaded from hlayiso.com (EC/NOVEMBER 2018) TOURISM 11 SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM; COMMUNICATION AND CUSTOMER CARE QUESTION 8 8.1 8.1.1 Spontaneous Budget Explorers  (2) 8.1.2 (a) Aged between 18 and 24 years  (2) (b) They prefer a weekend holiday filled with activities  (2) (c) To get away from the monotony of life   To add to their life experiences  To discover new people, places and adventures (2) 8.1.3 Increase domestic tourism expenditure.  Increase domestic tourism volumes.   Enhance measures and efforts aimed at addressing seasonality and equitable geographic spread.  Enhance the level of the culture of tourism/travel among South Africans. (Any 2 x 2) (4) 8.2 8.2.1 Madagascar  (1) 8.2.2 A – Victoria  B – Kinshasa  C – Luanda  D – Lilongwe  (4 x 1) (4) 8.2.3 O.R. Tambo International Airport  (1) 8.3 8.3.1 Regional Tourism Organisation of Southern Africa /RETOSA (2) 8.3.2 Collaboration will generate income for the region through tourist spending e.g. accommodation, attractions, shopping and transport.   A large number of people will be employed as tourism is labour intensive.  The multiplier effect will be put in motion which will lead to economic growth.  It will create a demand for new and improved tourism infrastructure development e.g. airports (to accommodate more flights) and communication networks.  It will create more awareness of Southern African as a tourist destination. NOTE: Accept any other appropriate answer. (Any 1 x 2) (2) [22] Copyright reserved Please turn over

Downloaded from hlayiso.com 12 TOURISM (EC/NOVEMBER 2018) QUESTION 9 9.1 9.1.1 (a) Central Reservation System   CRS (2) (b) MICROS-Fidelio   MICROS-Fidelio OPERA (2) 9.1.2 The potential guest can visit the hotel’s website to gain access to its CRS.   The potential guest can call the hotel’s toll free number to access its CRS. (2) 9.2 9.2.1 The waiter should have:  Apologised without blaming.   Solved the problem immediately.   Offered the customer some kind of compensation.   Thanked the customer for informing him about the problem.  NOTE: No marks to be awarded if the steps are not in the correct order. (4 x 2) (8) 9.2.2 Performance management   Team and peer reviews  In-service training (Any ONE) (2) 9.2.3 This will assist in identifying areas in need of improvement.   Management will introduce strategies to improve products and service.  Builds a better business.  Staff will make less mistakes. Fixing mistakes will:  Lead to positive word of mouth advertising.  Improve customer satisfaction and encourage repeat visits.  Improve the reputation of the restaurant and reduce the marketing budget. (Any ONE) (2) [18] TOTAL SECTION E: 40 GRAND TOTAL: 200 Copyright reserved Please turn over