Marks: 70
QUESTION 1
Match each description in Column B with the term in Column A. Write down only the letter of the correct answer next to the question number.
COLUMN A | COLUMN B | ||
1.1 | SAT | A | a travel trade show |
1.2 | FEDHASA | B | type of unforeseen occurrence |
1.3 | FTTSA | C | Federated Hospitality Association of SA |
1.4 | WWW | D | South African Tourism |
1.5 | ASATA | E | Fair Trade in Tourism South Africa |
1.6 | WWF | F | World Health Organisation |
1.7 | DST | G | Association of South African Travel Agents |
1.8 | GMT | H | Daylight saving time |
1.9 | Indaba | I | Universal Time, Co-ordinated |
1.10 | UTC | J | World Wild Fund for Nature |
1.11 | visa | K | Global Distribution System |
1.12 | WHO | L | Greenwich Mean Time |
1.13 | tsunami | M | International Air Transport |
1.14 | BCEA | N | World Wide Web |
1.15 | code of conduct | O | Basic Conditions of Employment Act |
P | Travel document | ||
Q | Set of rules |
[15]
QUESTION 2
Find the correct term for each of the descriptions listed below. The answers can be found in the table of letters. Answers can be vertical, horizontal or diagonal from top to bottom or backwards.
Example: A person who likes to travel for longer than twenty-four hours is known as a tourist.
2.1 The monetary unit used by tourists visiting France (1)
2.2 World time is measured from this place (1)
2.3 Physical condition caused by crossing time zones during a flight (1)
2.4 Natural disaster in December 2004 (1)
2.5 Telegraphic transfer system of money from one country to another (1) [5]
QUESTION 3
Read the following headlines and then answer the questions that follow.
3.1 How do unforeseen occurrences like these affect a country's social and economic arenas? Give FIVE examples. (5)
3.2 Can crime be regarded as an unforeseen occurrence of this type? Give a reason for your answer. (2)
3.3 Predict what influence an increase in crime would have on existing and potential tourism in South Africa. (3) [10]
QUESTION 4
Read the following extract carefully and answer the questions that follow.
“ATTACKS WON'T HARM TOURISM” The head of Egypt's main hotel group sought on Sunday to play down the impact of attacks by Islamist militants on his country's vital tourism industry, saying they were "isolated incidents" perpetrated by "isolated people." 01/05/2005 21:28 - (SA) |
4.1 Explain what type of crisis happened in Egypt. Give a reason for your answer. (2)
4.2 Explain what is the meant by "isolated incidents". (2)
4.3 Discuss why the tourism industry is vital for a country. (2)
4.4 Discuss the major impact of a political situation on a country. Give FOUR points. (4) [10]
QUESTION 5
Read the information, background and instructions very carefully before answering the questions that follow.
Background A young couple from England are visiting Durban for a vacation. They will arrive on Tuesday evening and will leave on Monday morning. For calculation purposes, they will be in Durban for six days. During their stay in Durban they want to visit a cultural city. A game reserve tour is definitely part of their itinerary as well as a mountain splendour tour. They also want to go on a city tour. They plan to spend one afternoon buying souvenirs. For Saturday evening they have bought tickets for a live concert, and on Sunday evening they will spend time with friends. UShaka Marine World is a must! The couple will take advantage of the Holiday Inn’s “Rack Rates” special tariffs and they will stay in the Elangeni Holiday Inn. They will hire their car from Hertz. They will get the car on Tuesday and bring it back on Monday morning. The car hire will cost them R 2 330,00 They are budgeting R200,00 each per day for meals, R200,00 each per day for extra entertainment and R500,00 each per day for shopping. |
Note: Rates quoted are “per persons per night” - subject to top availability. Exclude 1% levy.
Plan a tour and budget for the couple by answering the questions below and using the information provided. Wherever possible show all your calculations.
5.1 During the six days they will travel 750 km around Durban. What would their fuel cost be if their car runs on 10 km/litre and petrol costs R3,90 per litre? (2)
5.2 What will the hotel cost per person per night? (1)
5.3 Explain the phrase “Minimum 2 pax”. (1)
5.4 What will the levy be for a one-night stay at Elangeni Holiday Inn? (2)
5.5 Fill in the missing labels (a) to (j) to show what they will be doing or where they will be going during the week. Write the correct answer next to the appropriate letter.
DAY | AM | PM | PPM |
Tuesday | - | - | Arrive in Durban |
Wednesday | (a) | Leisure time | Romantic dinner |
Thursday | (b) | (c) | Leisure time |
Friday | (d) | (e) | Leisure time |
Saturday | (f) | (g) | (h) |
Sunday | Leisure time | (i) | (j) |
Monday | Depart from Durban | - | - |
(8)
5.6 Copy the table below into your answer book to compile a travel budget for the tourists. (Show all your calculations.)
Accommodation | ? |
Travelling expenses | ? |
Tours | ? |
Entertainment | ? |
Shopping & gifts | ? |
Meals | ? |
Total | R23 555,12 |
(12)
5.7 What will the couple pay for the week in British pound for the tour if one British pound equals R10,38? (2)
5.8 What FOUR travel documents will they need for their visit to South Africa? (2) [30]
[TOTAL: 70 marks]
Marks: 70
QUESTION 1
1.1 Differences exist in working environments and working conditions. Discuss examples of the different working environments and conditions found in the tourism industry. (3)
1.2 Name FOUR ways in which people can develop their careers in the tourism industry. (4)
1.3 Briefly explain what a code of conduct is. Express your opinion on the importance of a code of conduct in the workplace environment. (3) [10]
QUESTION 2
Read the following case study carefully and answer the questions that follow.
UNESCO is a body established within the United Nations Organisation. Its main aims are to recognise places throughout the world that are rich in heritage and to protect and preserve them for future generations. When UNESCO proclaims a World Heritage site there are positive consequences for the tourist industry in the area as it attracts more visitors to the site. What makes the concept of World Heritage exceptional is its universal application. World Heritage sites belong to all the people of the world, irrespective of where they are located. Heritage is our legacy from the past, what we live with today, and what we pass on to future generations. |
2.1 Explain the main aims of UNESCO. (2)
2.2 Give FOUR examples of the advantages of having a World Heritage site in a country. (8)
2.3 Define the following concepts:
2.4 There are 788 World Heritage sites across the globe; six of the sites are in South Africa. Indicate, for each of the following World Heritage sites, the province in which the site is located in South Africa.
2.5 Differentiate between “inbound tourism” and “domestic tourism”. (4)
2.6 Specific criteria must be met for a place to be declared a World Heritage Site. List THREE criteria for a cultural site and TWO criteria for a natural site. (5) [30]
QUESTION 3
Answer the following questions regarding responsible tourism.
3.1 Define each of the following terms in a short sentence:
3.2 Give TWO examples of irresponsible practices in tourism. (2)
3.3 Briefly describe FIVE feature that would benefit responsible tourism? (5)
3.4 Explain what is meant by responsible tourism for the following components:
QUESTION 4
4.1 What is the currency (money used in the country) of each of the following countries:
4.2 Advise a tourist on how and where she can exchange money. (3)
4.3 Explain how a tourist visiting South Africa with US dollars would use the electronic board below, if they want to buy rand and sell rand. (2)
The following table represents an electronic board in South Africa showing buying and selling exchange rates:
Currency | Buy | Sell |
GBP | 11,51 | 11,55 |
USD | 5,71 | 5,73 |
4.4 Look at the exchange rates in the table and answer the questions:
Marks: 70
QUESTION 1
Various possible answers are provided for each of the following questions. Write the letter only of the correct answer next to the corresponding number.
1.1 A computerised banking system which exchanges one monetary unit for another monetary unit against the current rate is known as:
1.2 The monetary unit used in London is:
1.3 Identify the monetary unit used by tourists visiting the Eiffel tower:
1.4 South Africa's prime travel and tourism show organised by a magazine is known as:
1.5 UNESCO is also known as the …
1.6 Which alternative does not fit? You can save the earth by …
QUESTION 2
Decide whether the following statements are TRUE or FALSE. Write down only TRUE or FALSE next to the relevant question.
2.1 A SWIFT transfer is a transfer of money directly into someone’s bank account in another country. (1)
2.2 The monetary unit used in Tokyo, Japan is called the yen. (1)
2.3 Proudly South African is a campaign which promotes South African sport achievers. (1)
2.4 Getaway Road Show is the biggest tourism show in southern Africa displaying tourism products. (1) [4]
QUESTION 3
Match the acronym in COLUMN A with the correct description in COLUMN B. Write only the letter of the correct answer next to the question number.
COLUMN A | COLUMN B | ||
3.1 | FTTSA | A | Tourism Business Council of South Africa |
3.2 | BCEA | B | Basic Conditions of Employment Act |
3.3 | ITB | C | World Travel Market |
3.4 | WTM | D | Fair Trade in Tourism South Africa |
3.5 | TBCSA | E | International Tourism Arts And Culture Project |
F | Internationale Tourismus-Börse |
[5]
QUESTION 4
Tourism organisations that provide poor customer service are likely to suffer from, for example, a decrease in sales and lack of customer loyalty. Name FIVE other elements of poor customer service. [10]
QUESTION 5
Study the Proudly South African logo and the advertisements shown below.
5.1 The aim of the Proudly South African campaign is to help create jobs and encourage economic growth in our country. Who or what does the Proudly South African campaign promote? (2)
5.2 Who is the target market of each advertisement? Give a reason for your answer. (6)
5.3 To what extent are the services and/or experiences offered in the advertisements unique to South Africa? (3)
5.4 Name FOUR ways in which you would promote these services and/or experiences to the international tourist market. (4) [15]
QUESTION 6
The management of Rail Trail, a passenger train business, has decided to improve their service to customers. They want to make sure they meet their clients’ needs. They decide to do a customer satisfaction survey on the Internet. Below is an extract from their survey. Use the extract to answer the questions that follows.
Customer Satisfaction Survey | |||
1 | Are you aware of the sitter class that we offer? | Yes | No |
2 | Do we satisfy your travel needs? | Yes | No |
3 | Are you satisfied with the bedding provided on our trains? | Yes | No |
4 | Do you travel frequently with any type of transport? | Yes | No |
5 | Are you aware of Rail Trail trains? | Yes | No |
6 | Do you travel frequently with a long distance train? | Yes | No |
7 | Are you satisfied with the toilet facilities on our trains? | Yes | No |
8 | Do you usually travel in the sitter class? | Yes | No |
9 | Are you satisfied with assistance by our staff? | Yes | No |
10 | Are you aware of the sleeper class that we offer? | Yes | No |
11 | Do you usually travel in the sleeper class? | Yes | No |
12 | Are you from outside of South Africa? | Yes | No |
13 | Do you travel long distance in South Africa for business purposes? | Yes | No |
14 | Do you enjoy travelling with Rail Trail? | Yes | No |
15 | Are you aware of the First Class option between Pretoria and Cape Town? | Yes | No |
16 | Have you travelled with the First Class? | Yes | No |
17 | Do you feel safe on our long distance trains? | Yes | No |
6.1 Why is it so important for a business that provides a service to tourists to get regular feedback from tourists? (2)
6.2 If a tourist answered no to questions 7, 9 and 17 of the satisfaction survey of Rail Trail, what services could they improve? (3)
6.3 Will a business traveller make use of long distance train travel in South Africa for business purposes? Give reasons for your answer. (3)
6.4 As the customer care manager you must draw up a code of conduct for the employees of Rail Trail to better the service of the company. Draw up a FOUR-point code of conduct. (12) [20]
QUESTION 7
7.1 Explain why good customer service is important for tourism businesses. (4)
7.2 Name and give a short description of THREE ways in which a company can get feedback from customers on their customer service. (6) [10]
[TOTAL: 70 marks]
Marks: 70
QUESTION 1
Various possible answers are provided for each of the following questions. Write the letter only of the correct answer next to the corresponding number.
1.1 The current grading system for accommodation of SAT is known as the:
1.2 The tourist association that tour guides must register with, and sign a code of conduct, is known as:
1.3 Identify the National Department of Tourism guideline that tourism organisations do NOT have to follow to become responsible and sustainable:
1.4 What organisation promotes sustainable tourism development?
1.5 The SA Travel and Tourism Industry Conference and the Indaba are initiatives organised by South African Tourism to promote:
QUESTION 2
Match the concept in COLUMN A with the correct description in COLUMN B. Write the letter of your choice next to the question number.
COLUMN A | COLUMN B | ||
2.1 | Multiplier effect | A | Refuse to deal with a person, group, nation or group of nations to show disapproval |
2.2 | Universal Access | B | A tourism product that allows people to buy a period of time at a resort or hotel at the same time each year |
2.3 | Shift work | C | The total value of the goods and services produced in a country in a year |
2.4 | Regulatory organisation | D | Set of rules to guide behaviour and decisions |
2.5 | Repeat business | E | Takes place when a customer chooses to return to the same business for products and services |
2.6 | SETA | F | The quality of being able to touch and hold something |
2.7 | Service standards | G | Organisation that makes rules to ensure that standards are met in the industry |
2.8 | Prohibited goods | H | Occurs when the body doesn't have enough water in it |
2.9 | Employment equity | I | An increase in tourist numbers can also lead to growth in the economy outside the tourist industry |
2.10 | Consumer loyalty | J | Places, buildings, products or services that can be used by both able-bodied and disabled people |
2.11 | Code of conduct | K | A policy or a programme providing advantages for people of a group, who have previously been discriminated against, with the aim of creating a more fair society |
2.12 | Timeshare | L | Standards that a business must maintain to make sure that it is successful |
2.13 | Tangible | M | Goods that are not allowed into a country |
2.14 | Gross domestic product | N | A person's time, effort or work rather than a physical product |
2.15 | Boycott | O | Sector Education and Training Authority |
P | This is the same as customer loyalty | ||
Q | An employment practice designed to make use of the 24 hours of the day |
[15]
QUESTION 3
Write the following in full.
3.1 SCHSA (2)
3.2 TBCSA (2)
3.3 TOMSA (2)
3.4 SATSA (2)
3.5 EFT (2) [10]
QUESTION 4
Read the following advertisement carefully and answer the questions that follow.
GROUP RESERVATIONS MANAGER Responsible for:
Education, experience and competencies required:
Job description:
|
4.1 List FOUR criteria that must be included in an employment contract. (4)
4.2 Explain how it could impact on an employee’s loyalty to be treated unfairly in terms of payment from the company. (2)
4.3 Compile a FOUR-point code of conduct for the position advertised. (4) [10]
QUESTION 5
Ms Adams, a businesswoman from Los Angeles in the United States, visited Beijing in China, which is in the same time zone as Hong Kong, for a five-day business conference. Answer the following questions about her trip, using the time zone map given on the next page where necessary.
5.1 Explain to Ms Adams why it is important for her to consider the following information before her trip:
5.2 Ms Adams’ flight from Los Angeles departed on Monday 1 July at 19:00. The flying time from Los Angeles to Beijing was 12 hours. Calculate the time and day the flight arrived in Beijing. Ignore DST. Explain ALL your calculations. (4)
5.3 Upon her arrival in Beijing, Ms Adams suffered from jet lag. Besides being tired, name TWO other symptoms she experienced. (2)
5.4 During the conference, she urgently needed documentation to be faxed to her from her office in Los Angeles. She placed a call to her office at 14:00 Beijing time.
5.5 Ms Adams would like to undertake a five-day independent tour of Beijing and China after the conference. State TWO elements of tour planning she should consider when planning her tour. (2)
5.6 Name one world icon she could visit while in China. (1)
5.7 Ms Adams took $3 000.00 with her on her trip. The exchange rate at the time was 1 US dollar = 6.3485 Chinese Yuan. Calculate how many Yuan she will receive in China. (4)
5.8 When she returns to the USA she has 2 850 Yuan remaining. Use the information below to calculate how many dollars she will receive for her Yuan from the bank.
Bank buying rate: 1$: 6.352 Yuan Bank selling rate: 1$: 6.410 Yuan |
(4) [30]
[TOTAL: 70 marks]
QUESTION 1
1.1 D ✓
1.2 C ✓
1.3 E ✓
1.4 N ✓
1.5 G ✓
1.6 J ✓
1.7 H ✓
1.8 L ✓
1.9 A ✓
1.10 I ✓
1.11 P ✓
1.12 F ✓
1.13 B ✓
1.14 O ✓
1.15 Q ✓ [15]
QUESTION 2
2.1 Euro ✓ (1)
2.2 Prime meridian ✓ (1)
2.3 Jetlag ✓ (1)
2.4 Tsunami ✓ (1)
2.5 SWIFT ✓ (1)
[5]
QUESTION 3
3.1
3.2 Yes, crime can be seen as a crisis. ✓ The results of crime have a negative impact on our social and economic environment ✓ (2)
3.3
QUESTION 4
4.1 Political instability✓. Attacks by Islamist militants ✓ (2)
4.2 The attacks will not be repeated ✓✓ (2)
4.3 Tourism creates the multiplier effect ✓ which is vital for a country’s economic growth ✓ (2)
4.4
QUESTION 5
5.1 750 km / 10 = 75 litres x R3,90 per litre = R292,50 ✓✓ (2)
5.2 R330,50 ✓ (1)
5.3 No fewer than two passengers / There have to be at least two passengers ✓ (1)
5.4 R330,50 x 1% = R3.31 ✓✓ (2)
5.5
5.6
Accommodation [(R330,50 x 6) + R3,31] x 2 | ✓✓✓ R3 972,62 |
Travelling expenses [R2 330,00 + R292,50] | ✓✓ R2 622,50 |
Tours [(R400 + R960 + R220 + R1190 + R310) x 2] | ✓✓✓✓ R6 160,00 |
Entertainment [(R200 x 2) x 6] | ✓ R2 400,00 |
Shopping & gifts [(R500 x 2) x 6] | ✓ R6 000,00 |
Meals [(R200 x 2) x 6] | ✓ R2 400,00 |
Total | R23 555,12 |
(12)
5.7 R23 555,12 / R10,38 = R2 269,27 ✓✓ (2)
5.8
QUESTION 1
1.1
1.2
1.3 A code of conduct is a set of rules to guide behaviour and decisions. ✓✓ The value of a code of conduct is that it ensures common standards. ✓ (3) [10]
QUESTION 2
2.1
2.2 Any four of the following:
2.3
2.4
2.5 Inbound tourism: a tourist visiting a country from another country. Travel with a passport ✓✓ (2)
Domestic tourism: a tourist travelling in the country where he/she stays ✓✓ (2)
2.6 Cultural site: any three of the following:
Natural site: any two of the following:
QUESTION 3
3.1
3.2 Any two acceptable answers such as:
3.3
3.4
QUESTION 4
4.1
4.2 Exchanging money:
4.3 If a tourist has arrived in South Africa with US dollars and she wants to buy rands, the US dollar "buy" price is what she should check. ✓
If she wants to sell rands back to the bank when she leaves the country, the US dollar "sell" price is the guide. ✓ (2)
4.4
QUESTION 1
1.1 D ✓ (1)
1.2 B ✓ (1)
1.3 A ✓ (1)
1.4 D ✓ (1)
1.5 B ✓ (1)
1.6 D ✓ (1) [6]
QUESTION 2
2.1 True ✓ (1)
2.2 True ✓ (1)
2.3 False ✓ (1)
2.4 False ✓ (1) [4]
QUESTION 3
3.1 D ✓ (1)
3.2 E ✓ (1)
3.3 F ✓ (1)
3.4 C ✓ (1)
3.5 A ✓ (1) [5]
QUESTION 4
Any five of the following:
QUESTION 5
5.1 SA companies, ✓ products and services ✓ (2)
5.2
5.3
5.4 Any four suitable answers such as:
QUESTION 6
6.1 Without regular feedback, companies would not know if they were lacking in any part of their service delivery ✓.
With regular feedback they can rectify and prevent bad service delivery ✓ (2)
6.2 Rail Trail l could better their toilet facilities, ✓ assistance of their staff ✓ and safety precautions. This would ensure that they satisfy tourists’ needs ✓ (3)
6.3 No ✓. Travelling by train is too slow for a business traveller in South Africa ✓✓ (3)
6.4 Any four suitable answers such as:
QUESTION 7
7.1 Good customer service is important as it creates a positive impression of the business. ✓
Customers will be happier and will return. ✓
Customers will tell other people about the good service and more clients will come to the business. ✓
The business will earn more money and will grow expand. ✓ (4)
7.2 Any three methods and appropriate short descriptions:
QUESTION 1
1.1 B ✓ (1)
1.2 D ✓ (1)
1.3 C ✓ (1)
1.4 B ✓ (1)
1.5 A ✓ (1) [5]
QUESTION 2
2.1 I ✓ (1)
2.2 J ✓ (1)
2.3 Q ✓ (1)
2.4 G ✓ (1)
2.5 P ✓ (1)
2.6 O ✓ (1)
2.7 L ✓ (1)
2.8 M ✓ (1)
2.9 K ✓ (1)
2.10 E ✓ (1)
2.11 D ✓ (1)
2.12 B ✓ (1)
2.13 F ✓ (1)
2.14 C ✓ (1)
2.15 A ✓ (1) [15]
QUESTION 3
3.1 Sectoral Determination for the Hospitality Sector Act ✓✓ (2)
3.2 Tourism Business Council of South Africa ✓✓ (2)
3.3 Tourism Marketing Levy South Africa ✓✓ (2)
3.4 Southern Africa Tourism Services Association ✓✓ (2)
3.5 electronic fund transfers ✓✓ (2) [10]
QUESTION 4
4.1 Any four suitable answers such as: salary ✓, leave ✓, working hours ✓, place of work ✓, job description ✓, bonus ✓, code of conduct. ✓ (4)
4.2 Any two suitable answers such as: Employees’ loyalty could decrease ✓ because they feel undervalued by their employer ✓. They may not want to work as hard ✓ and may speak negatively about the company. ✓ (2)
4.3 Any four suitable answers such as:
QUESTION 5
5.1
5.2 Los Angeles is at -8 and Beijing is at +8, so there is a 16 hour time difference. ✓ Flying time is 12 hours so plane lands at 19.00 plus 12 is 07:00 Los Angeles time. ✓ Beijing is ahead, so subtract 16 hours from 07:00 is 15:00 ✓ in Beijing the next day✓. (4)
5.3 disorientation, nausea, headache (any 2) ✓✓ (2)
5.4
5.5 Transport, accommodation, attractions and activities (any 2) ✓✓ (2)
5.6 Great Wall of China ✓ (1)
5.7 $3 000 x 6.348 ✓✓ = 19 044 Yuan ✓✓ (4)
5.8 2 850 Yuan/ 6.352 ✓✓ = $448.65 ✓✓ (4)
[30]
[TOTAL: 70 marks]