TOURISM
GRADE 12 
NSC PAST PAPERS AND MEMOS
FEBRUARY/MARCH 2018

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 question on a NEW page. 
4. In QUESTIONS 3.1 and 3.2, round off your answer to TWO decimal places.
5. Show ALL calculations. 
6. You may use a non-programmable calculator. 
7. Use the mark allocation of each question as a guide to the length of your  answer. 
8. Write neatly and legibly. 
9. The table below is a guide to help you allocate your time according to each  section.

QUESTIONS 

SECTION A: SHORT QUESTIONS 
QUESTION 1 
1.1 Various 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, for example 1.1.21 D. 
1.1.1 The map below includes an itinerary that indicates the … 

[Source; Adapted from Google Maps] 

1. route of the tour.
2. capital cities to be visited.
3. provinces to be visited.
4. casinos and spas on the tour. 

1.1.2 A budget tourist would prefer this type of accommodation: 

1. Luxury game lodge 
2. Backpacker hostel 
3. Exclusive spa and wellness resort 
4. Upmarket boutique hotel 

1.1.3 Building a hotel in an area will result in employment of locals, opportunities for entrepreneurship and other essential services.  This chain reaction is commonly referred to as the … effect. 

1. ripple 
2. multiplier 
3. balloon 
4. visual 

1.1.4 Advice given to tourists before long-haul flights to minimise the  impact of jet lag: 

1. Eat a heavy meal before the flight. 
2. Do intense exercises before boarding. 
3. Enjoy a cup of strong coffee the night before. 
4. Get a good night's sleep before departure. 

1.1.5 Beijing (+8) is … Lima (-5). 

1. ahead of 
2. on the same line of longitude as 
3. behind 
4. 5 lines of longitude west of 

1.1.6 A mountain peak in the Swiss Alps: 

1. Jungfrau-Aletsch
2. Machu Picchu
3. Auschwitz
4. Alcazar of Segovia 

1.1.7 The Dome of the Rock and the Wailing Wall attract many tourists to  this country: 

1. India
2. Ireland
3. Indonesia 
4. Israel 

1.1.8 When visiting Arizona in the USA, tourists may want to see the …  

1. Statue of Liberty.
2. Niagara Falls.
3. Grand Canyon.
4. Corcovado. 

1.1.9 The Sydney Opera House is an Australian icon because of its unique … 

1. roof structure.
2. ceiling paintings.
3. marble walls.
4. blue tiled roof.

1.1.10 The continents represented by the icons in the pictures below: 

1. Africa and Australia 
2. South America and North America  
3. Asia and Australia 
4. Europe and Asia 

1.1.11 The public sector responsible for dealing with employee disputes  (disagreements) in the hospitality and tourism industry: 

1. Department of Transport
2. Department of Health
3. Department of Home Affairs
4. Department of Labour 

1.1.12 The calendar below is used as the … of a business or organisation. 

 [Adapted from www.southafrica.net] 

1. legal documents
2. marketing material
3. customer services
4. product packaging

1.1.13 As part of the code of conduct, the Hilton Hotel group does  NOT allow its employees to accept gifts from guests or suppliers. This practice ensures that employees maintain … 

1. good communication skills.
2. professional appearance.
3. leadership qualities.
4. professional accountability. 

1.1.14 Tourists going to an area to see the damage caused by an  unforeseen natural occurrence is an example of … tourism. 

1. sustainable 
2. responsible 
3. disaster 
4. leisure  

1.1.15 The promotion of indigenous flora and fauna is an example of this  type of responsible and sustainable tourism: 

1. Corporate social investment
2. Environmental responsibility
3. Economic responsibility
4. Social responsibility 

1.1.16 The public sector responsible for reviewing the White Paper on the  Development and Promotion of Tourism in South Africa 1996: 

1. SATSA
2. NDT
3. TBCSA
4. DTI 

1.1.17 An annual event hosted in South Africa: 

1. Wimbledon
2. Winter Olympics
3. Tour de France
4. Comrades Marathon

1.1.18 The photograph below shows … 

1. continental access. 
2. the clean-our-beaches campaign.
3. a warning against shark attacks.
4. universal access. 

1.1.19 A natural disaster where a huge wave of seawater destroys coastal tourist destinations: 

1. Windmill
2. Snow storm
3. Tsunami
4. Waterslide 

1.1.20 The owner of a guest house must consider the feedback on …  complaints obtained from surveys when developing a plan of  action. 

1. irrelevant 
2. common  
3. unfair  
4. insulting (20 x 1) (20) 

1.2 Give ONE word/term for each of the following descriptions by choosing  a word/term from the list below. Write only the word/term next to  the question number (1.2.1–1.2.5) in the ANSWER BOOK. 

1.2.1 A method of payment allowing a tourist to pay at the point of sale  and settle the account at a later date 
1.2.2 The convenience of using a computer or mobile device to make  payments from home for concert tickets 
1.2.3 A method used by tourism businesses to evaluate service delivery
1.2.4 The term that refers to the average spending by tourists per day
1.2.5 The focus of the COP 23 global summit held in 2017 (5 x 1) (5)
1.3 Choose the correct word(s) from those given in brackets. Write only the  word(s) next to the question number (1.3.1–1.3.5) in the ANSWER BOOK, for  example 1.3.6 passport. 
1.3.1 Cabin crew members can obtain information on the airline's  uniforms in the (code of conduct/contract of employment). 
1.3.2 Payment for overtime work may be regarded as (a fringe benefit/  annual leave). 
1.3.3 Personal (itineraries/insurance) is/are developed by travel agents. 
1.3.4 A long-haul flight without crossing time zones will result in  passengers experiencing (jet lag/jet fatigue). 
1.3.5 It is the responsibility of (ACSA/SAVRALA) to inform passengers  about the safety of their luggage at airport terminals. (5 x 1) (5)    
1.4 Choose the type of occurrence from COLUMN B that matches the description  in COLUMN A. Write only the letter (A–F) next to the question number  (1.4.1–1.4.5) in the ANSWER BOOK, for example 1.4.6 G. 

(5 x 1) (5)

1.5 Study the picture below and answer the questions that follow. 

The element of the budget that will pay for:
1.5.1 Flights, car hire, train tickets and boat trips 
1.5.2 Passports, visas and health certificates  
1.5.3 Unexpected events, such as flight cancellations, baggage loss, illness  and death 
1.5.4 Visits to theme parks, night clubs, and casinos 
1.5.5 Optional tours, shopping and gifts (5 x 1) (5) 

TOTAL SECTION A: 40 

SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE QUESTION 2 
2.1 Read the information below and answer the questions that follow. 

2.1.1 Name the public sector responsible for ensuring that travellers comply  with the relevant customs regulations at South Africa's international  airports. (1) 
2.1.2 Give TWO reasons why Tony entered the green channel and NOT the  red channel at customs control. (4) 
2.1.3 During Tony's trip to India the temperatures ranged between 35°C and  40°C.  
Advise Tony on the following: 

1. TWO reasons why he should drink only bottled water (4)
2. TWO reasons why it is important to use sunscreen (4)

2.2 Read the information below and answer the questions that follow.

2.2.1 State TWO elements of an itinerary. (2) 
2.2.2 Give TWO reasons why Dream Holidays believes a carefully planned  itinerary is the key to a successful holiday. (4)
2.3 Study the World Time Zone Map below, read the information and then answer  the questions that follow. 

2.3.1

1. Give the time difference between Johannesburg and Rome. (2) 
2. Calculate the time and date she will arrive in Rome. Show ALL calculations. (5)
3. It is 08:00 in Rome and Karlien wants to call her friend in  New York. Calculate the time her friend will receive the phone call in  New York.  Show ALL calculations. (4)

2.3.2 London practises DST. 

1. Explain the term daylight saving time (DST). (2)
2. Discuss TWO positive impacts of daylight saving time for London (4) [36]

QUESTION 3 
Study the information and the forex table below and answer the questions  that follow. 

3.1 Calculate the amount in pounds that each student received when they  exchanged R610,00 at the foreign exchange bureau at the OR Tambo  International Airport. 
NOTE: Round off your answer to TWO decimal places.  Show ALL the steps of your calculation. (4) 
3.2 When they returned to South Africa, one of the choir members exchanged £26,35 at a foreign exchange bureau at the OR Tambo International Airport. 
Calculate the amount in rand he received. NOTE: Round off your answer to TWO decimal places.  Show ALL steps of your calculation. (4) 
3.3 List SIX factors that may have an impact on exchange rate fluctuations in  South Africa. (6) [14] 

TOTAL SECTION B: 50

SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE TOURISM;  MARKETING 
QUESTION 4 
You came across an old photo album belonging to your grandmother.  
Study the six photographs (A–F) of a world tour in her album below and answer the  questions that follow. 

[Adapted from www.placestoseeinyourlifetime.com] 
4.1 Identify the icons and the countries in the photographs (A–E) that your  grandmother visited on her world tour.  
Write down only the letter (A–E) and the name of the icon and country next to  the question number (4.1.1–4.1.5) in the ANSWER BOOK, for example  J Statue of Liberty – USA (10) 
4.2
4.2.1 Give the number of countries your grandmother visited on her 1962  tour. (2) 
4.2.2 Name the continent she did NOT visit. (2) 
4.2.3 Identify ONE country she visited in the Southern Hemisphere. (2) [16]

QUESTION 5  
5.1 Study the map below and answer the questions that follow. 

 [Adapted from Google Maps] 
Match the location of the World Heritage Sites (A–H) on the map with the  names of the World Heritage Sites (5.1.1–5.1.5). 
Write only the letters (A–H) next to the question number (5.1.1–5.1.5) in  the ANSWER BOOK, for example 5.1.6 J. 
5.1.1 iSimangaliso Wetland Park (2)
5.1.2 Vredefort Dome (2)
5.1.3 Cradle of Humankind (2)
5.1.4 Richtersveld Cultural and Botanical Landscape (2)
5.1.5 uKahlamba-Drakensberg Park (2) 
5.2 Study the information below and answer the questions that follow. 

THE ROLE OF UNESCO  UNESCO strives to build networks among  nations and created the idea of World  Heritage to protect unique sites across the  world for future generations to enjoy.

5.2.1 Name TWO provinces in South Africa that do NOT have World  Heritage Sites. (2) 
5.2.2 State TWO aspects UNESCO looks for when considering sites for  World Heritage Site status. (4) 
5.2.3

Name ONE South African World Heritage Site that matches the  description in criterion (iii) above. (2) 
5.2.4 Discuss TWO advantages for the South African tourism industry if  South Africa is awarded another World Heritage Site. (4) [22]

QUESTION 6  
Study the screen shot (picture) of a video on YouTube.  

[Adapted from http://youtu.be/WJcLC-SA5KA] 
6.1 Name the organisation that uploaded this video to YouTube. (2) 
6.2 Apart from the new brand video in the screen shot above, give the name  of TWO similar videos uploaded to YouTube. (4) 
6.3 In a paragraph, evaluate the use of this video as a marketing strategy to  showcase South Africa as a tourism destination.  Your paragraph must include the following: 

• Reasons for using YouTube to market South Africa
• Appropriateness of the title of the new brand video 
• Viewership (6) [12] 

TOTAL SECTION C: 50 

SECTION D: TOURISM SECTORS; SUSTAINABLE AND RESPONSIBLE  TOURISM  
QUESTION 7 
Study the information below and answer the questions that follow. 
7.1

7.1.1 Name the document employees have to sign when accepting a  position in the hospitality industry. (2) 
7.1.2 Explain why the owner of this hotel can take disciplinary action  against the manager after seeing the e-mail above. (2) 
7.1.3 Explain ONE reason why the hotel's slogan 'We put you first' will be  included in the hotel's customer feedback policy. (2) 
7.1.4 The manager of the A1 Hotel has poor business writing skills. 

1. Identify TWO examples of poor written communication in the  manager's e-mail that should NOT be used in business  communication. (2)
2. Correct TWO examples of poor written communication  identified in QUESTION 7.1.4(a). (2) 

7.2 Study the advertisement below and answer the questions that follow. 

7.2.1 Refer to the advertisement above, name TWO values expected  from the person applying for this position. (2) 
7.2.2 Name TWO communication skills that are required for this  position. (2) [14]

QUESTION 8 
Study the information below and answer the questions that follow. 

8.1 Explain the contradiction (opposing views) highlighted in the documentary  about lion sanctuaries. (2)
8.2 The principles of FTT: 

• Ethical business practices
• Respect for human rights, culture and environment
• Fair wages and working conditions
• Fair distribution of benefits
• Fair operations, including procurement (buying from local suppliers)
• Sustainable practices 

Read the principles of FTT above.  
Identify the TWO principles of FTT NOT being practised by these lion  sanctuaries. (2) 
8.3 Discuss how EACH of the TWO principles identified in QUESTION 8.2 are in  conflict with the practices exposed in the documentary. (4) 
8.4 Discuss the main motivation for the abuse of these lions, according to the  documentary. (2) 
8.5 Suggest ONE way how FTT have tried to resolve (repair) this exploitation  (abuse) in order to promote responsible and sustainable tourism. (2) 
8.6 Explain TWO negative impacts this documentary can have on ecotourists  wanting an authentic (real) South African wildlife experience in South Africa. (4) [16] 

TOTAL SECTION D: 30

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM; COMMUNICATION AND CUSTOMER CARE 
QUESTION 9 
9.1 Study the information below and answer the questions that follow.  

IMPACTS OF FIFA WORLD CUPS

The funding for a FIFA World Cup is spent on the construction of new and  existing infrastructure that will support the event.  South Africa spent more money than initially planned on the 2010 FIFA World  Cup. The five stadiums that were built for the event are not all able to sustain  themselves.  In Brazil some of the stadiums and projects remain incomplete after the FIFA  World Cup. Russia, however, reduced the cost of infrastructural development for the 2018 FIFA World Cup.  [Adapted from www.duke.edu]

9.1.1 Refer to the extract, state ONE positive economic impact for  countries hosting the FIFA World Cup. (2) 
9.1.2 It is not guaranteed that hosting the FIFA World Cup will generate economic benefits. Discuss ONE reason why the host country would risk overspending knowing that there could be financial loss in hosting the FIFA  World Cup. (2) 
9.1.3 Recommend ONE way how the non-profitable stadiums in South Africa can be converted into income-generating venues. (2)
9.2 Read the information below and answer the questions that follow.

HOTEL BURIED IN SNOW
	After heavy snow  storms and powerful  earthquakes, an  avalanche hit a hotel  in Italy in 2017, killing  29 tourists and  injuring 11 people.  [Adapted from www.news.sky.com]

9.2.1 Identify the type of unforeseen occurrence. (2) 
9.2.2 Discuss TWO impacts the occurrence above may have on the ski  resort in Italy. (4) 
9.3 Study the information below and answer the questions that follow.

9.3.1 Explain ONE challenge tourists in Zimbabwe will experience when  they want to withdraw cash at the ATM. (2) 
9.3.2 Advise a tourist travelling to Zimbabwe on TWO ways to overcome  the challenge in QUESTION 9.3.1. (4)
9.4 Study the information and answer the questions that follow. ​

TOP 5 FOREIGN ARRIVALS BY  AIR IN DECEMBER 2016
AIR  MARKETS	ARRIVAL  NUMBERS
France	13 952
Germany	31 603
The Netherlands	14 986
United Kingdom	53 462
United States of  America	31 309
[Adapted from www.southafrica.net]		[Adapted from www.eurowings.com]

9.4.1 From the statistics, identify the air market from which South Africa  receives its biggest foreign market share. (2) 
9.4.2 With the introduction of the Eurowings flights, identify the existing  air market that will show an increase in tourist arrivals to South  Africa. (2) 
9.4.3 Discuss ONE reason why the South African authorities granted  Eurowings permission to operate in South Africa. (2) [24]

QUESTION 10  
Study the extract below and answer the questions that follow. 

A RESTAURANT GETS IT RIGHT  Customers at the restaurant have complained  about slow service and the quality of food. The  restaurant therefore introduced an SMS feedback  system. Customers are given a card with the  restaurant's cell number requesting feedback via  SMS.   On receiving a complaint via SMS, the manager of  the restaurant responds within 10 minutes. He  sends back an SMS message, assuring the  customer the complaint will be addressed and  offers a 20% discount on their next visit.   [Adapted from www.marketingminefield.co.uk]

10.1 In the extract above, identify TWO advantages of using feedback  via SMS. (4) 
10.2 Give ONE other feedback method where customers can use technology for  their complaints. (2) [6] 

TOTAL SECTION E: 30 
GRAND TOTAL: 200