# Tourism Grade 12 Eastern Cape Mock 2014 Question Paper (Eng) > Grade 12 Tourism question paper from the Eastern Cape Mock Exam 2014 (English), 58 pages. Read online or get the free PDF download, memo linked when available. - Page: https://www.hlayiso.com/library/tourism-gr12-qp-eng-sept2014-ea/6e66ec3c-d3c9-499f-8c4a-4c9c09cc1708 - Updated: 2026-09-27 - Subject: Tourism - Grade: Grade 12 - Document type: Question paper - Year: 2014 - Exam period: Eastern Cape Mock Exam - Curriculum: CAPS - Pages: 58 Breadcrumbs: [Home](https://www.hlayiso.com/) › [Library](https://www.hlayiso.com/library) › [Grade 12](https://www.hlayiso.com/library/grade-12) › [Tourism](https://www.hlayiso.com/library/grade-12/tourism) › [Tourism Grade 12 Eastern Cape Mock 2014 Question Paper (Eng)](https://www.hlayiso.com/library/tourism-gr12-qp-eng-sept2014-ea/6e66ec3c-d3c9-499f-8c4a-4c9c09cc1708) ## About this document Tourism · Grade 12 · Eastern Cape Mock Exam · 2014. Question paper, 58 pages. Read online or download the PDF. Read it free online on the page above; download the PDF from there. ## Document text Text extracted from the PDF. Layout, diagrams and tables may not survive extraction. ### Page 1 Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE GRADE 12 SEPTEMBER 2014 TOURISM MARKS: 200 TIME: 3 hours *TRSMDM* This question paper consists of 29 pages. ### Page 2 Downloaded from hlayiso.com 2 TOURISM (SEPTEMBER 2014) 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. Write neatly and legibly. 6. 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 2 Planning B 50 marks 50 minutes 3 Foreign Exchange 4 Tourism Attractions C 5 Heritage Tourism 50 marks 50 minutes 6 Marketing 7 Tourism Sectors D Sustainable and 30 marks 30 minutes 8 Responsible Tourism Domestic, Regional 9 and International Tourism E 30 marks 30 minutes Communication and 10 Customer Care Copyright reserved Please turn over ### Page 3 Downloaded from hlayiso.com (SEPTEMBER 2014) 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 travel document that gives travellers permission to stop in a country en route to another country. A Tourist visa B Private visa C Transit visa D Courtesy visa 1.1.2 This world icon is the best example of humanity’s cruelty to its fellow humans during war: A Berlin Wall B The Colosseum C The Kremlin D Auschwitz 1.1.3 Which ONE of the following will not be included in the conditions of employment that an employee in the hospitality industry must sign upon starting work? A Remuneration B Travel benefits C Personal hygiene and grooming D Professional accountability 1.1.4 Brand South Africa’s slogan to market South Africa launched in 2012: A “More than you can imagine” B “Inspiring new ways” C “It’s possible” D “Alive With Possibility” 1.1.5 The global health organisation concerned mainly with public health: A IAMAT B UNESCO C FTTSA D WHO Copyright reserved Please turn over ### Page 4 Downloaded from hlayiso.com 4 TOURISM (SEPTEMBER 2014) 1.1.6 The Lilizela Tourism Awards introduced in 2013 rewards and celebrates excellence across the tourism industry for … A universal accessibility. B sustainability. C service excellence. D All of the above 1.1.7 A stipulated amount of money that a South African citizen travelling abroad can exchange for foreign currency in a calendar year: A Travel allowance B Foreign currency C Investment allowance D Duty free goods 1.1.8 This world icon in Nepal has also been declared a UNESCO World Heritage Site: A The Algarve B Mount Everest C The Parthenon D Venice 1.1.9 Which of the following are regarded as duty free items by SARS? A 2 months’ supply of medicine for personal use B 1 kg biltong/dried meat C 1 rhino horn weighing 1,3 kg D Up to 2 litres of wine 1.1.10 Mr Naidoo is travelling to London and will exchange R50 000 for GBP (GB£). The exchange rate at the time of the forex transaction is 16,45. How many pounds will he receive? A £3 039,51 B £816 000,00 C £3 063,72 D £822 500,00 1.1.11 A document that provides guidance on acceptable behaviour or protocol in the work place: A Contract of employment B Code of conduct C Environmental and customer service policies D Basic conditions of employment Copyright reserved Please turn over ### Page 5 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 5 1.1.12 The time difference between Beijing and London is … A 18 hours. B 3 hours. C 8 hours. D 6 hours. 1.1.13 Eco-tourists can visit the Richtersveld Cultural and Botanical Landscape located in … A Limpopo. B Northern Cape. C Western Cape. D Free State. 1.1.14 Land markets are markets where at least … of arrivals to South Africa use road transport. A 60% B 30% C 70% D 50% 1.1.15 The following is an example of an unforeseen occurrence: A The death toll in the Syrian Civil War has exceeded 100 000 B Spain’s triumph in the 2010 FIFA World Cup final C The Marikana miners’ strike resulted in 44 deaths D An outbreak with a new avian influenza A (H7N9) virus was reported in China 1.1.16 What is the time in Sydney, Australia if it is 10:00 in South Africa? A 6 pm B 18:00 C 02:00 D 2 am Copyright reserved Please turn over ### Page 6 Downloaded from hlayiso.com 6 TOURISM (SEPTEMBER 2014) 1.1.17 The city in which the following conference was held in 2013: A Cancun B Durban C Doha D Warsaw 1.1.18 Provides the National Department of Tourism with statistics that can be used to identify tourism trends. A TOMSA B STATSSA C TBCSA D ITB 1.1.19 When doing time zone calculations that involve flying time, if you want to calculate the time of arrival of the flight at its destination you must ... the number of hours flying time. A add B subtract C multiply D divide 1.1.20 This city will host the International Olympic Committee’s Summer Games in 2016: A Cape Town B Stockholm C Rio de Janeiro D Buenos Aires (20 x 1) (20) Copyright reserved Please turn over ### Page 7 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 7 1.2 Choose a description from COLUMN B that best matches the picture in COLUMN A. Write only the letter (A–E) next to the question number (1.2.1–1.2.5) in the ANSWER BOOK, for example 1.2.6 F. COLUMN A COLUMN B 1.2.1 A Avis believes that expectations of customers will be influenced by the appearance of the business 1.2.2 B It is the responsibility of each Avis employee to represent the business by portraying a professional image 1.2.3 C Avis has become renowned for its high standard of service levels within the industry and will continue to be one of South Africa’s truly customer orientated organisations 1.2.4 D Trying harder is an attitude and a promise made by every Avis employee, which differentiates them from competitors, contributing to Avis' leading position in the car rental industry 1.2.5 E Avis supports the Wilderness Leadership School, which exposes young people to positive experiences in the great outdoors, thereby raising their environmental awareness and instilling in them a love for nature (5 x 1) (5) Copyright reserved Please turn over ### Page 8 Downloaded from hlayiso.com 8 TOURISM (SEPTEMBER 2014) 1.3 Choose a term provided in the list below that best describes the descriptions that follow. Write only the term next to the question number (1.3.1–1.3.5) in the ANSWER BOOK. IDL; visa; interests; bank selling rate; strong; baggage allowance; DST; weak; bank buying rate; passport 1.3.1 A document issued by a national government that certifies the identity and nationality of its holder 1.3.2 This information must form part of a tourist profile in order for a tour organiser to draw up a tour plan 1.3.3 This practise involves the adjusting of the standard time of a country for part of a year, mainly for economic reasons 1.3.4 This position of the rand in relation to other foreign currencies will make it economically easier for South Africans to undertake overseas journeys 1.3.5 This rate that is offered by banks and other institutions to travellers when selling foreign currencies, will always be higher in order for the bank to make a profit (5 x 1) (5) Copyright reserved Please turn over ### Page 9 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 9 1.4 Complete the crossword puzzle below. Ignore spaces if the answer consists of more than one word. Write only the correct answer next to the question number (1.4.1–1.4.5) in the ANSWER BOOK e.g. 1.4.6 Leaning Tower of Pisa. CLUES: 1.4.1 (DOWN) A site in Jerusalem that has become a place of prayer and pilgrimage for Jews from all over the world. Prayers are written on pieces of paper and inserted into cracks. 1.4.2 (DOWN) Construction, and specifically its roof’s design, makes this architectural masterpiece a welcome sight to visitors to the Sydney harbour. 1.4.3 (ACROSS) The ruined remains of a large, ancient Mayan city that contains a building that is a stepped pyramid, known as El Castillo (the castle). 1.4.4 (ACROSS) One of the most beautiful buildings in the world erected as a symbol of an Indian ruler’s everlasting love for his deceased wife. The octagonal monument was erected entirely from white marble. 1.4.5 (ACROSS) It used to be a market place, but became famous for the military parades held to demonstrate the power of the Kremlin to the world. (5 x 1) (5) Copyright reserved Please turn over ### Page 10 Downloaded from hlayiso.com 10 TOURISM (SEPTEMBER 2014) 1.5 Study the images representing different forms of payment. Select the image that best fits the description below. Write only the letter (A–F) next to the question number (1.5.1–1.5.5) in the ANSWER BOOK, for example 1.5.6 G. 1.5.1 This global 24 hour communication network enables banks to send and receive messages about transfers in a secure environment. 1.5.2 This form of payment has a magnetic strip and is issued by a financial company. It allows the holder the option to borrow money from the issuer. 1.5.3 This pre-printed form of payment is issued by a financial institution for a fixed amount in various denominations. After endorsement by the holder’s signature, it can be exchanged for the currency of the country that you are in. 1.5.4 This form of payment is PIN protected and it is not linked to a bank account. If it is stolen it can be replaced. 1.5.5 A safe and secure system used to transfer money automatically from one bank account to another through computer based systems without any paper money changing hands. (5 x 1) (5) TOTAL SECTION A: 40 Copyright reserved Please turn over ### Page 11 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 11 SECTION B: MAP WORK AND TOUR PLANNING – FOREIGN EXCHANGE QUESTION 2 Read the scenario carefully and use the world time zone map provided to answer the questions below. Show all calculations. Mr Dlamini works for a company in the motor industry in Johannesburg, South Africa. He has recently been appointed as the director for North and South America and has to visit the factories that he will be working with in Buenos Aires – Argentina and Dallas – USA. He will be travelling with his deputy director, Mr Langdon. They will be flying from OR Tambo International Airport, Johannesburg on Sunday, 22 June 2014 at 10:00 to Buenos Aires, Argentina on Flight SA 222. The flight will take 10 hours and 30 minutes. They will spend a week in Buenos Aires and will then be flying to Dallas, USA. They will also spend a week in Dallas and thereafter return to Johannesburg on Flight SA 208 on Sunday, 6 July 2014 at 20:00. The flight time for this flight is 18 hours 45 minutes. Copyright reserved Please turn over ### Page 12 Downloaded from hlayiso.com 12 TOURISM (SEPTEMBER 2014) Copyright reserved Please turn over ### Page 13 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 13 2.1 Ms Naidoo, Mr Dlamini’s secretary, must phone the factories in Buenos Aires and Dallas to make appointments for Mr Dlamini and Mr Langdon to visit the factories. She will make the calls at 16:00 on Tuesday, 17 June. Remember that Buenos Aires does not use Daylight Savings Time (DST) but the USA does. 2.1.1 Give TWO advantages of using Daylight Savings Time (DST) for a country. (2) 2.1.2 Calculate the day and time that the calls from Ms Naidoo will be received in: (a) Buenos Aires (4) (b) Dallas (5) 2.2 Mr Dlamini has to make a telephone call to Ms Naidoo in Johannesburg from the factory in Dallas during his visit. He makes this call at 12:00 on Wednesday, 2 July. 2.2.1 Calculate the day and time that Ms Naidoo will receive the call in South Africa. (3) 2.2.2 Will this be a suitable time to phone Ms Naidoo at work? Provide a reason for your answer. (2) 2.2.3 Calculate the day and time that Flight SA 208 will arrive in Johannesburg. (5) 2.3 Upon his return to South Africa, Mr Dlamini will have been on an 18 hour 45 minutes flight. He will most likely suffer from jet lag. 2.3.1 List THREE of the symptoms that he will experience. (3) 2.3.2 Give him THREE pieces of advice about what he can do before and during the flight to avoid jet lag. (3) 2.4 Mr Dlamini does not need a visa to gain entry to Buenos Aires, but he does need a visa to enter the USA. 2.4.1 Explain the term “visa”. (2) 2.4.2 Name the type of visa that these travellers will require to enter the USA. (1) Copyright reserved Please turn over ### Page 14 Downloaded from hlayiso.com 14 TOURISM (SEPTEMBER 2014) 2.5 There is another travel document that these gentlemen need to travel internationally. 2.5.1 Name this document. (1) 2.5.2 Advise them where they should apply for the travel document mentioned in QUESTION 2.5.1. (1) 2.6 During his visit Mr Langdon goes shopping. He buys a 100 mℓ bottle of perfume for his wife and 3 litres of Californian wine for himself. He packs these into his suitcase. 2.6.1 Should Mr Langdon choose the green or the red channel when he arrives at customs? (1) 2.6.2 Motivate your answer in QUESTION 2.6.1. (2) 2.7 The safety of tourists is very important for the tourism industry of a country. Give TWO pieces of advice that could be given to Mr Dlamini about safety precautions that should be followed when at airports. (2) 2.8 If there is an opportunity, Mr Dlamini would like to spend some time doing sight-seeing while in South America. One of the places that he would like to visit is Manaus in the heart of the Amazon Jungle in Brazil. 2.8.1 What vaccinations and or medication does he require, before he can visit Manaus? (2) 2.8.2 Name ONE place that Mr Dlamini can go to in order to be vaccinated and/or receive the medication. (1) [40] Copyright reserved Please turn over ### Page 15 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 15 QUESTION 3 Read the scenario carefully and answer the questions below. Show all calculations. Mr Dlamini will be taking R25 000 spending money for the trip (as referred to in the extract in QUESTION 2.1). His company has prepaid the flights and accommodation. Mr Langdon will be taking R15 000 spending money. Exchange rates are as follows: CURRENCY BBR BSR US dollar (USD $) 9,73 10,05 Argentine peso (ARS $) 1,69 1,72 3.1 Mr Dlamini exchanges R10 000 for Argentine peso before his departure. 3.1.1 Will the bureau de change exchange his rands using the Bank Buying Rate (BBR), or the Bank Selling Rate (BSR)? (1) 3.1.2 Calculate how many Argentine peso he will receive for his R10 000. (3) 3.2 Mr Dlamini exchanges the remaining R15 000 of his money for US dollars. 3.2.1 Calculate how many US dollars he will receive for his R15 000. (3) 3.2.2 Upon his return Mr Dlamini has USD $100 that he wants to exchange for ZAR. Calculate how much he will receive in ZAR. (3) [10] TOTAL SECTION B: 50 Copyright reserved Please turn over ### Page 16 Downloaded from hlayiso.com 16 TOURISM (SEPTEMBER 2014) SECTION C: TOURISM ATTRACTIONS; CULTURAL AND HERITAGE TOURISM; MARKETING QUESTION 4 4.1 Mr and Mrs Fitzpatrick from Dublin, Ireland are about to depart on their dream holiday to the United Kingdom, France, Italy, Jordan and Egypt. A visit to a world icon in each of the countries will be the highlight of their tour. Study the pictures and the map of the world icons they will be visiting and answer the questions that follow. Copyright reserved Please turn over ### Page 17 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 17 4.1.1 Define the concept “icon”. (2) 4.1.2 Refer to the map and pictures on page 16: (a) Identify the icons labelled A, B and D. (3 x 1) (3) (b) Name the cities or towns in which the icons labelled A, B and D are located. (3 x 1) (3) 4.1.3 Provide THREE interesting facts that could have influenced Mr and Mrs Fitzpatrick to visit: (a) The icon in the city labelled C, located in Italy (3) (b) The world icon in the city labelled E, located in Egypt (3) 4.1.4 The icon labelled B in France is the most visited paid for tourist attraction in the world. Since opening in1889 it has received 200 million visitors. In 2012 the total number of visitors recorded was 7,1 million. Study the graph below showing the reasons why tourists visited the icon in 2012, shown as a percentage of the total attendance. (a) Using the pie graph, identify the percentage of the total attendance that Mr and Mrs Fitzpatrick will form part of when they visit this icon. (1) (b) Discuss the significance of this icon’s visitor statistics for the economy of France. (3 x 1) (3) Copyright reserved Please turn over ### Page 18 Downloaded from hlayiso.com 18 TOURISM (SEPTEMBER 2014) 4.2 Study the extract and answer the questions. TripAdvisor.com is a travel website that assists customers in gathering travel information, posting reviews and opinions of travel-related content and engaging in interactive travel forums. Customer review on Gold Reef City Theme Park: “Fun, yet disappointing attraction!” Reviewed August 28, 2012 I had been looking forward to visiting Gold Reef City, as I love theme parks. I cannot deny that the rides were fun, but the overall experience was somewhat disappointing. The place is not very well maintained, a lot of the rides were closed for maintenance. The operating rides are not in excellent condition, the colours are fading, some were surrounded by what was supposed to be like rivers or small lakes, but in truth were patches of stagnant disgusting waters. Tellers taking our money should smile and be pleasant to the guests, occasionally!! All the food outlets give shocking service (1 hour to order, drink and pay for a coffee) and the quality of the food is well below par. Generally Gold Reef City needs a GOOD clean up, litter being everywhere. A final comment, look after your valuables … The place has a lot of potential, if properly looked-after. [Source: www.tripadvisor.com] Excellent marketing of tourism products locally and/or internationally as well as considering the needs of people with disabilities are but two factors that contribute to the success of a tourist attraction. The negative customer review in the extract could lead to a loss of visitors for Gold Reef City. Deduce THREE additional factors, from the extract, that the management of Gold Reef City should address to ensure the future success of Gold Reef City as a tourist attraction. (3 x 2) (6) [24] Copyright reserved Please turn over ### Page 19 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 19 QUESTION 5 Study the logo and cartoon and answer the questions. 5.1 Write out the acronym UNESCO in full. (2) 5.2 Complete the sentence by filling in the missing words: UNESCO recognises places throughout the world that are rich in heritage. UNESCO 5.2.1 … and 5.2.2 … them for future generations. (2) 5.3 Identify the South African World Heritage Site depicted in the cartoon. (1) 5.4 Which world famous paleontological fossil was discovered at this World Heritage Site? (1) 5.5 Name TWO natural World Heritage Sites in South Africa. (2) Copyright reserved Please turn over ### Page 20 Downloaded from hlayiso.com 20 TOURISM (SEPTEMBER 2014) 5.6 In order for a site to be included in the World Heritage List, it must meet at least one of UNESCO’s ten selection criteria. Examine the extract taken from UNESCO’s selection criteria and identify ONE criterion that was met by the site mentioned in the cartoon for it to be included in the World Heritage List. Write ONLY the letter of your choice in the ANSWER BOOK. (a) To exhibit an important interchange of human values, over a span of time or within a cultural area of the world, on developments in architecture or technology, monumental arts, town-planning or landscape design. (b) To bear a unique or at least exceptional testimony to a cultural tradition or to a civilisation, which is living or which has disappeared. (c) To be an outstanding example of a traditional human settlement, land-use, or sea-use which is representative of a culture (or cultures), or human interaction with the environment, especially when it has become vulnerable under the impact of irreversible change. (2) 5.7 A World Heritage Site will add value to the tourism industry in the country in which it is located. Provide TWO reasons to support this statement. (2 x 2) (4) [14] Copyright reserved Please turn over ### Page 21 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 21 QUESTION 6 Study the extract and answer the questions. SA TOURISM MARKETING EFFORTS REACHES ONE BILLION CONSUMERS Speech delivered by Minister Marthinus Van Schalkwyk, 12 May 2013. Speaking at the glittering opening ceremony of the 2013 Tourism Indaba held at the Inkosi Albert Luthuli International Convention Centre in Durban on Saturday night, the minister said South Africa’s overall international tourist arrivals growth in 2012 was 10,2%. “This was against an average global industry growth of 4%. We are growing into a most sought-after tourist destination, with a vast array of unique experiences on offer.” “But, of course, this did not just fall into our laps. We had to work harder than ever to sustain growth and encourage prospective travellers to act on the seed of inspiration we had sown through our various branding and marketing endeavours.” “Our brand message on TV channels such as National Geographic and CNN International enabled us to reach over one billion consumers last year. Our video, banner and text adverts were displayed to targeted audiences over 1,1 billion times. This complemented our online partnerships with the likes of Expedia, Facebook, TripAdvisor and WAYN.com.” “To further bolster growth, we have identified core markets, investment markets and tactical markets across regional Africa, the Americas, Asia and Australasia, as well as Europe. We understand that when we enter a market, we have to work hard to achieve success, and that it is always a partnership. That is why, in the coming year, SAT will open fully-fledged offices in Brazil, Angola, Kenya and Nigeria.” [Source: www.info.gov.za] 6.1 Identify the travel trade show at which the minister of tourism was the guest speaker. (1) 6.2 Provide a short explanation of the Getaway Show. Give TWO facts. (2 x 1) (2) 6.3 Give ONE reason why it is important to market South Africa as a tourist destination. (1) 6.4 Deduce from the extract TWO different types of mainline media marketing tools that SAT successfully used to reach prospective travellers and to encourage them to choose South Africa as their destination of choice. (2 x 1) (2) Copyright reserved Please turn over ### Page 22 Downloaded from hlayiso.com 22 TOURISM (SEPTEMBER 2014) 6.5 Identify a word from the extract that refers to a market that is considered to be less attractive, but showing opportunities. (1) 6.6 “… South Africa’s overall international tourist arrivals’ growth in 2012 was 10,2%.” Suggest ONE positive effect that the Minister’s announcement would have on South Africa’s economy. (1) 6.7 The maintenance and enhancement of facilities and services to tourists can assist SA Tourism’s core responsibility of marketing South Africa as a tourist destination internationally. Explain how the following industry examples assist in delivering the marketing promises made by SA Tourism. 6.7.1 The ETEYA Awards (2) 6.7.2 The TGCSA (2) [12] TOTAL SECTION C: 50 Copyright reserved Please turn over ### Page 23 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 23 SECTION D: TOURISM SECTORS – SUSTAINABLE AND RESPONSIBLE TOURISM QUESTION 7 Read the scenario below and answer the questions. Nomvuyo has recently been employed as a receptionist at a private game reserve in the Eastern Cape. She works long hours and it is expected of her to work on weekends and public holidays. Nomvuyo has been given accommodation at the lodge and is allowed to go home on the weekends that she is off. Her working hours are 07:00 to 19:00. She often does not get a lunch break as she has to deal with tourists at peak times. She is provided with a uniform and it is expected of her to be neat and presentable at all times. The lodge prides itself on giving excellent customer service. 7.1 Name the document that stipulates the laws under which Nomvuyo is employed. (1) 7.2 It is essential that Nomvuyo signs an employment contract before starting her new job at the lodge. Suggest ONE reason to support this statement. (1) 7.3 Nomvuyo should also be given the code of conduct of the lodge before starting her new job. 7.3.1 Explain the value of a code of conduct. (2) 7.3.2 Name ONE item that can be included in a code of conduct. (1) [5] Copyright reserved Please turn over ### Page 24 Downloaded from hlayiso.com 24 TOURISM (SEPTEMBER 2014) QUESTION 8 8.1 Read the following newspaper article and answer the questions. VILLAGERS’ DREAMS REALISED WITH PLAN FOR “GREEN” HOTEL Construction on a luxury R50-million hotel on a Wild Coast river estuary, which will be run entirely on green principles, will begin at the end of this month. The 100-room Nkanya Lodge will be situated at Qatywa Village on the Nkanya River. According to Eastern Cape Development Corporation (ECDC) project manager, Phakamisa George, the idea for the river and seaside hotel originated from four Nkanya Village residents who approached the ECDC for financial backing a few years ago. Ellaine Gogo, daughter of one of the villagers, who sadly died before he could see his dream of a hotel alongside the Nkanya River estuary come true, said that she was excited that the hotel that her father had visualised when he bought the land in 1985 was becoming a reality. Gogo helped her father approach the ECDC for funding, but he died before his dream was realised. Funding for the hotel will come from the National Empowerment Fund (NEF) and the Industrial Development Corporation (IDC). George said that the hotel would be powered by four wind turbines and solar panels and would re-use grey water and have an eco-friendly sewerage system. Gogo said that her father would have been thrilled that locals, whom she described as “the poorest of the poor”, would benefit in the form of jobs and community upliftment and their life-long dream of a “green hotel” will be fulfilled. [Source: www.weekendpost.co.za] 8.1.1 If the Nkanya Lodge were to be viewed as a sustainable tourism destination it would have to adhere to the triple bottom line approach. Name the THREE pillars of sustainable tourism and provide an example of each from the extract. (6) 8.1.2 (a) Identify ONE of the role players involved in the development of Nkanya Lodge. (1) (b) State the responsibility of this role player. (1) Copyright reserved Please turn over ### Page 25 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 25 8.1.3 Upon completion, Nkanya Lodge will be an environmentally conscious destination. Suggest TWO types of responsible tourist behaviour that visitors should exhibit when visiting Nkanya Lodge. (2) 8.1.4 The extract above refers to a “green” hotel and “green” principles. Explain what is meant by the use of the word “green” in this context. (2) 8.2 Read the following extract and answer the questions. SANParks LAUNCHES COMMUNITY BENEFIT PROJECT MPUMALANGA – On October 25 South African National Parks (SANParks) officially launched its first legacy Corporate Social Investment (CSI) project in Cork Village in Mpumalanga, on the border of the Kruger National Park (KNP). The launch is part of SANParks’ social ecology programme – started to change the management of protected areas towards an integrated approach. SANParks CEO, Dr David Mabunda spoke at the sod turning for an administration block at Dumisani High School in Cork Village. The school, situated on the border of KNP, is the first beneficiary of the SANParks CSI project. David says the new approach ensures the establishment of mutually beneficial partnerships between locals and their neighbouring national parks. According to David a dedicated community levy (1% Community Levy on all reservations, introduced in 2011) was established to ensure SANParks’ tangible benefit to communities living adjacent to national parks in improving their livelihoods. SANParks will invest resources in the establishment of legacy projects in communities, particularly in rural areas. “These will include support through provision of infrastructure and related resources in areas of education, youth development, health and other areas as identified with stakeholders.” [Source: http://sanpark.co.za] Copyright reserved Please turn over ### Page 26 Downloaded from hlayiso.com 26 TOURISM (SEPTEMBER 2014) 8.2.1 Explain your understanding of the term Corporate Social Investment (CSI). (2) 8.2.2 Suggest how the building of an administration block could be advantageous to Dumisani High School. (2) 8.2.3 Discuss TWO advantages that this donation could have for SANParks in the Cork Village community. (2) 8.3 Study the diagram and picture below and answer the questions. 8.3.1 The diagram above shows the pillars of Fair Trade in Tourism South Africa (FTTSA). Differentiate between the pillars below: (a) Transparency (2) (b) Respect (2) 8.3.2 Identify which pillar is represented in the picture of the children. (1) 8.3.3 Give ONE advantage to a business of being FTTSA accredited. (2) [25] TOTAL SECTION D: 30 Copyright reserved Please turn over ### Page 27 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 27 SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM – COMMUNICATION AND CUSTOMER CARE QUESTION 9 9.1 Study the extract and answer the questions. WESTGATE MALL ATTACK MIGHT HIT KENYA’S TOURISM SECTOR On 21 September 2013, unidentified gunmen attacked the upscale Westgate shopping mall in Nairobi, Kenya. The attack, lasting until 24 September, resulted in at least 72 deaths and left more than 200 people injured. A Somali Islamist group, Al-Shabaab, claimed responsibility for the incident and declared the attack was “just the premiere of Act 1”. Al-Shabaab said it launched the attack to demand that Kenya withdraw its troops from Somalia. Kenyan forces were deployed in Somalia in 2011 to strike at Al- Shabaab which Nairobi blamed for attacks and kidnappings in Kenya's eastern area and coastline. A large percentage of Kenya’s economy depends on the tourism industry. Tourists travel thousands of kilometers to visit the country’s wildlife reserves. Past attacks in Nairobi have negatively impacted Kenya’s tourism industry, prompting observers to think that the Westgate Mall assault might have the same effect. [Source: www.ventures-africa.com] 9.1.1 Identify the type of political situation that is described in the extract. (1) 9.1.2 Explain your understanding of the concept “political situations”. (2) 9.1.3 Quote a phrase from the extract that warns of the possibility of future attacks in Kenya. (2) 9.1.4 Predict THREE negative impacts that the Westgate Mall attack could have on international tourists planning to visit Kenya. (3 x 2) (6) Copyright reserved Please turn over ### Page 28 Downloaded from hlayiso.com 28 TOURISM (SEPTEMBER 2014) 9.2 Study the extract and the foreign tourist arrivals table below and answer the questions that follow. PRESIDENT JACOB ZUMA ANNOUNCES IMPRESSIVE GROWTH IN INTERNATIONAL TOURIST VISITORS TO SOUTH AFRICA IN 2012 – 25 APRIL 2013 President Jacob Zuma announced in Cape Town that a total of 9 188 368 international tourists visited South Africa in 2012, an increase of 10,2% compared to 2011. “Foreign tourists spent a total of R76,4 billion in South Africa in 2012, up 7,6% on the total foreign direct spend in the country in 2011. Spend by tourists from the Americas; Asia and Australasia as well as Europe have all increased.” While President Zuma emphasised the importance of continuing to maintain and grow the country’s foreign market share in its core markets of Europe and North America, he was excited about the growth recorded from the emerging markets of regional Africa, Asia and South America. [Source: http://www.tourism.gov.za] ANNUAL TOURISM REPORT – 2010 TO 2012 2010 2011 2012 TOTAL TOURIST ARRIVALS 8,073,552 8,339,354 9,188,368 AFRICA LAND MARKETS 5,455,301 5,828,128 6,303,945 AFRICA AIR MARKETS 335,155 356,191 406,685 AMERICAS 457,981 432,890 513,359 ASIA AND AUSTRALASIA 388,110 420,666 541,253 EUROPE 1,321,624 1,257,679 1,396,978 [Source: Statssa, South African Tourism analysis] Note: Regions do not add up to total due to “Unspecified”– details in report body. 9.2.1 Identify the foreign market that showed the biggest increase in inbound tourists to South Africa in 2012 compared to 2011. (1) 9.2.2 Determine ONE foreign market that showed a decline in tourist arrivals in 2011 compared to 2010 and 2012. (1) 9.2.3 Calculate the difference in the total tourist arrivals between 2011 and 2012. (2) 9.2.4 Explain your understanding of the concept, foreign market share. (2) Copyright reserved Please turn over ### Page 29 Downloaded from hlayiso.com (SEPTEMBER 2014) TOURISM 29 9.2.5 President Zuma stated that there was an increase in the ‘average spend per tourist’ from the Americas, Europe, Asia and Australasia during 2012 compared to 2011. Give ONE possible reason for this increase. (2) [19] QUESTION 10 Study the picture below and answer the questions. 10.1 Identify the latest type of technology that guests dining at Parker’s Restaurant are invited to use in order to submit feedback regarding their customer experience. (1) 10.2 Name any TWO other methods that restaurants can use to obtain customer feedback. (2) 10.3 Identify how Parker’s Restaurant is enticing their customers to comment on their service. (1) 10.4 List the FOUR stages that the management of Parker’s Restaurant needs to follow to analyse the feedback from their customers in order to improve their service delivery. (4) 10.5 By providing excellent customer service, the profitability of Parker’s Restaurant’s will improve. Motivate this statement by providing THREE reasons. (3) [11] TOTAL SECTION E: 30 GRAND TOTAL: 200 Copyright reserved Please turn over ### Page 30 (SEPTEMBER 2014) TOERISME 29 9.2.5 President Zuma het verklaar dat daar ʼn styging in die gemiddelde spandering per toeris van die Amerikas, Europa, Asië en Australasië gedurende 2012 teenoor 2011 was. Gee EEN moontlike rede vir hierdie styging. (2) [19] VRAAG 10 Bestudeer die prent hieronder en beantwoord die vrae wat volg. 10.1 Identifiseer die nuutste tipe tegnologie hoe gaste wat die Parker’s restaurant besoek, uitgenooi word, om hul terugvoering oor kliënte ervaring te deel. (1) 10.2 Noem enige TWEE ander maniere hoe restaurante kliënte-terugvoering kan bekom. (2) 10.3 Identifiseer hoe Parker’s restaurant hul kliënte aanspoor om oor hul diens kommentaar te lewer. (1) 10.4 Lys die VIER stappe wat die bestuur van Parker’s restaurant moet volg ten einde ʼn analise te maak van die kliënte-terugvoering sodat hul dienslewering kan verbeter. (4) 10.5 Uitnemende kliënte-dienslewering sal daartoe bydra dat Parker’s restaurant meer winsgewend raak. Motiveer hierdie stelling deur DRIE redes te gee. (3) [11] TOTAAL AFDELING E: 30 GROOTTOTAAL: 200 Kopiereg voorbehou Blaai om asseblief Downloaded from hlayiso.com ### Page 31 28 TOERISME (SEPTEMBER 2014) 9.2 Bestudeer die uittreksel en die buitelandse toeriste-aankomstabel hieronder en beantwoord die vrae wat volg. PRESIDENT JACOB ZUMA KONDIG INDRUKWEKKENDE GROEI IN INTERNASIONALE TOERISTE-BESOEKERS NA SUID-AFRIKA IN 2012 25 APRIL 2013 President Jacob Zuma het in Kaapstad aangekondig dat ʼn totaal van 9 188 368 internasionale toeriste Suid-Afrika in 2012 besoek het, ʼn groei van 10,2% in vergelyking met 2011. “Buitelandse toeriste het in 2012 ʼn totaal van R76,4 miljard in Suid-Afrika spandeer, ʼn verhoging van 7,6% tot die totale buitelandse direkte besteding in die land teenoor 2011. Toeriste van die Amerikas, Asië en Australasië asook Europa spandeer almal meer geld.” President Zuma het die belangrikheid om voort te bou op groei in die land se kernmarkte, Europa en Noord-Amerika, onderstreep, maar hy was ook opgewonde oor die groei wat in opkomende markte in Suider-Afrika, Asië en Suid-Amerika getoon is. (Vrylik vertaal in Afrikaans) [Bron: http://www.tourism.gov.za] JAARLIKSE TOERISMEVERSLAG – 2010 TOT 2012 2010 2011 2012 TOTALE TOERISTE-AANKOMS 8,073,552 8,339,354 9,188,368 AFRIKA-LANDMARKTE 5,455,301 5,828,128 6,303,945 AFRIKA-LUGMARKTE 335,155 356,191 406,685 AMERIKAS 457,981 432,890 513,359 ASIË EN AUSTRALASIË 388,110 420,666 541,253 EUROPA 1,321,624 1,257,679 1,396,978 [Bron: Statssa, Suid-Afrika se Toerisme-analise] Let wel: Die streke se totale klop nie omrede “Ongespesifiseerde” detail in verslaggewing. 9.2.1 Identifiseer die buitelandse mark met die meeste groei van inkomende toeriste na Suid-Afrika in 2012 teenoor 2011. (1) 9.2.2 Noem EEN buitelandse mark wat ʼn afname in toeriste-aankoms toon in 2011 teenoor 2010 en 2012. (1) 9.2.3 Bereken die verskil in totale toeriste-aankoms tussen 2011 en 2012. (2) 9.2.4 Verduidelik wat jy onder die begrip “buitelandse markaandeel” verstaan. (2) Kopiereg voorbehou Blaai om asseblief Downloaded from hlayiso.com Text truncated here. 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