Frances Baard Gr 12 – 2024

TOURISM – Gr 12 – PAGE summary

Lower-order: remembering: 30 % of question paper
Layout of the NSC question paper
1 Name / State Name the basic facts without discussing SECTION QUESTION TOPIC MARKS
A 1 Short questions (covering all
2 Identify Identify the essential characteristics of the matter 40
topics )
3 Describe To write down the characteristics of something in a logical and B 2 Map work and Tour Planning
well-structured way. 50
4 Arrange/Order When concept, statements or descriptions have to be ordered 3 Foreign Exchange
according to a particular criterion
Middle-order: understanding and applying: 50 % of question paper 4 Tourism attractions
C
5 Calculate Applying both accounting and mathematical rules to 5 Culture and Heritage Tourism
determine answers
50
6 Explain/ Clarify Make it clear, state simply so that the reader can understand. 6 Marketing
Mere statement or fact is not sufficient.
7 Discuss/ The aspects of the matter or statement should be investigated
Reason and stated critically
D 7 Tourism Sectors
Higher-order: Analysing / Evaluating / Creating: 20% of question paper 30
8 Compare When two or more matters are to be compared, similarities 8 Sustainable and Responsible
and differences should be highlighted. The learner should not Tourism
discuss or describe one matter first and then go to the next. E 9 Domestic , Regional and
International Tourism
9 Analyse Divide into parts or elements and explain the relationship 30
10 Communication and Customer
Care
10 Evaluate/ An assessment should be made on the basis of a particular
Discuss point of departure or criteria. The strengths and weaknesses
critically should be highlighted after the facts and / or points of view CLASS OF 2024
have been considered.
Predict Anticipate what would happen
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QUESTION 2
MAP WORK AND TOUR PLANNING
Factors to consider when planning a
tour plan:
• Type of tourist going on holiday
• Type of accommodation
• Type of transport
• Attractions /
Activities
• Duration of the tour
• Meals
• Available budget
Types of Tour plans:
• Package tour – All inclusive, except
for personal expenses
• Accompanied tours – Tour guides
arrange and lead
• Independent tour – flexible, follow
own ways
• Scheduled tours – specified dates
and times
Factors that influence the tour budget:
• Type of tour (Scheduled is better)
• Tour group – group booking is cheaper
• Transport – Air is expensive
• Accommodation – type and length
• Attractions and activities – adventure is
expensive
• Meals and snacks – lunch not included
• Shopping – is it necessary?
• Sundry (miscellaneous): small costs
TIME ZONES
Equator - 0° Latitude
UTC - 0° Longitude
IDL - 180° Longitude
DST – 4 important facts
• Clocks are moved FORWARD
• ONE hour
• in SUMMER
• Move ONE time zone east on the
map for calculations
Count on the ribbon to determine time
difference between 2 cities
Count on the 24-hour clock to add or
subtract time / duration
Method for calculations:
*Read the sum
*Determine which two cities you should
use
*Read the applicable time zones from the
map
*Count on the ribbon to determine the
time difference
*Put your finger on the city of departure *Ask
yourself if the other city is east or
west
*East – Add the time difference
*West – Subtract the time difference
*This is the local time in the other city
(phone – this is the answer)
*Arrival time – add flying time to the answer
Jet lag / jet fatigue – difference, symptoms,
ways to minimize the symptoms – before,
during and after the flight
HEALTH AND SAFETY
HEALTH
Yellow Fever: flu type infection
• Compulsory vaccination 10 days
before departure
• Valid for 10 years
Malaria: From a specific mosquito that
carries the parasite
Anti-malaria tablets
Mosquito repellents
Mosquito net etc
(NO vaccination or
injection)
Cholera: Bacterial infection
• Eat/drink contaminated food/water
• Use bottled water
• Avoid raw fish
Bilharzia: Parasitic worm infection
• Swim in contaminated water
• Do not swim in rivers and dams with
contaminated / still standing water
SAFETY:
Airports: Locks on luggage / keep eye on it /
Don’t take bags from strangers
Hotels: Valuable in the safe or safe at
reception / don’t open doors to strangers/
Take out key before you are at the door
Public places: Don’t flash valuables / don’t
walk alone or at dark / Keep car doors locked
Importance of safety in SA:
Tourists do not want to visit unsafe
destination. There will be a drop in the
number of tourists. Less income. Closing
down of businesses. Loss of jobs.
TRAVEL DOCUMENTATION
Required travel documents to travel
abroad:
Valid passport – Dept of Home Affairs
Valid Visa – Embassy / Consulate of the
country to be visited
Valid health certificate – Travel clinic /
doctor
IDP – International Driver’s Permit
(May not use IDL as abbreviation)
Obtain from Automobile Association (AA)
Used as identity document
Printed in different languages
Help to rent a car
What is needed to obtain a passport?
ID/2xpassport photos/application
fees/Fingerprints
What is needed to obtain an IDP?
2 photos/ Valid driver’s licence/ID
Types of visas:
• Visitor: VFR, Study, work, medical
• Transit: enter a country for a
connecting flight to another
destination
• Courtesy visa: issued to
distinguished visitors by DIRCO
• Official: government employees
(Study types of passports)
See customs regulations on Page 4
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Frances Baard Gr 12 – 2024

Time zone
ribbon
IDL
UTC

IDL

Equator

Look inside of the map for

24 Hour zone and not on top (time
clock zone ribbon (Colour also
shows various zones)

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Frances Baard Gr 12 – 2024
QUESTION 3: FOREIGN EXCHANGE The bank is
• GDP LEAVE SA a business ENTER SA
• Exchange rate
Action: Action:
• Foreign exchange
Exchange Exchange
Strong rand: Less rand needed for one unit of another currency (1£ = R 20.00) ZAR to Foreign
o Expensive for inbound tourism – less tourists because they visit elsewhere Foreign currency to
o Cheaper for outbound tourism – SAs can go on holiday currency ZAR
Weak rand: More rand needed for one unit of another currency (1£ = R 22.00)
o Cheaper for inbound tourists – more tourists visit SA (Value for Money destination)
÷ X
o Expensive for outbound tourism – SAs not going on holiday BSR BBR
o Other currencies have more buying power if the rand is weak.
Money can be exchanged at the following institutions:
• Bureau de Change, International banks, Domestic commercial banks Bank Selling Rate: (BSR) Bank Buying Rate: BBR
Airports, cruise liners *The bank takes ZAR and sells *The bank buys the foreign
foreign currency to the currency and gives ZAR to
Multiplier effect:
tourist the tourist
Definition: Money spent in the tourism industry influences the other sectors of *Example: Exchange GBP
the economy. *Example: Exchange ZAR to
to Rand (multiply)
Accommodation example: Tourists spend money. The owner pays the staff and GBP (divide)
pays the farmer for the fruit and vegetables delivered (agriculture). The staff buys
groceries at the supermarket (retail) and they pay the taxi (transport). The supermarket
needs more products and can pay the staff.

Currency Code Symbol

F o R e X
South African Rand
Great British Pound
ZAR
GBP
R
£
Foreign Rand X
United States Dollar USD US$ Currency MULTIPLY
European Euro EUR €
Japanese Yen JPY ¥
Australian Dollar AUD AU$
•
•
Show ALL calculations
Never round off the exchange rate (1US$ = R 16.5248)
R AN D
You have to multiply or divide with the figure as indicated.
• Round your ANSWER off to TWO decimals (meaning the ‘cents’ value) Rand another Divide
E.g. your answer is R 1578.3597 then your answer is R 1578.36
Be careful not to swop the numbers from your calculator to the script currency
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Frances Baard Gr 12 – 2024
QUESTION 4: WORLD ICONS

Difference between an icon and an attraction: What to know about icons? Group icons together e.g.
A tourist attraction is a place, an area, a building or an event of Picture Natural Water features
interest that tourists visit for its historical significance, cultural Location: City, country, continent Man-made
value, natural or human-made beauty or entertainment Description of the icon Religious
opportunities. Reasons why it is regarded as an icon. Mountains
An icon (in tourism context) is an attraction or feature that is world Which icons are world heritage sites Architecture
famous, has symbolic value and is closely associated with a Types of tourists that would like to visit a specific icon Ancient buildings
particular destination. Factors and characteristics of a successful attraction Buildings

CONTINUATION OF QUESTION 2 – CUSTOMS AND CUSTOMS REGULATIONS

CUSTOMS
The authority responsible for the collection
and safekeeping of customs duties (taxes) in in a duty-free zone at the airport. The purchaser brought into the country.
South Africa
• First stop for travellers to South Africa.
• Immigration control – offered by Department
of Home Affairs.
• Continue to customs control – tax service
controlled by SARS
• Controls the flow of goods in and out of the
country
• Duty is the tax/fee the government charges
on goods.
TRAVEL ALLOWANCE
Refers to the amount of money that travellers can Nothing declare
exchange for foreign currency in a year. The
South African Reserve Bank determines the
amount.
DUTY FREE GOODS
Goods that international travellers can purchase Goods that, by law, may not be
does not have to pay VAT on goods.
Duty-free products can be found at locations like
international airports, border towns, ports or
cruise ships.
Products include cosmetics, fragrances,
jewellery, chocolates, liquor and cigarettes.
Certain goods are limited in quantities e.g.
cigarettes and liquor
Duty free:
GREEN CHANNEL
Goods are within duty-free allowances
Not carrying goods / gifts on behalf of someone
Not carrying restricted or prohibited goods
Not carrying goods that have been bought to be
resold
PROHIBITED GOODS
o Narcotics (drugs, weapons,
o Poison (toxic substances)
o Counterfeit goods
o Goods made in prison
Guilty travellers will have the
goods confiscated and can be
liable for a fine or face
prosecution.
TO DECLARE (RED CHANNEL)
It means to state officially the
goods that the traveller has
brought into the country at
customs: permits are needed:
Firearms, currency, food, plants,
animal products, endangered
plants and animals
RED AND GREEN CHANNEL
Different routes in the customs
area
Red channel: Goods to declare –
Travellers with prohibited or more
goods than allowed.
Green channel: Passengers that
have nothing to declare. Faster
channel.
Should the passenger have a
prohibited item or items that
exceed the allowance.
TO DECLARE
Firearms
Currency:
Endangered plants and animals:
alive or dead
Food, plants, animals and
biological goods
Medicine: One month’s supply is
allowed, accompanied by a
prescript.
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Frances Baard Gr 12 – 2024

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Frances Baardt Gr 12 – 2024

QUESTION 5: WORLD HERITAGE SITE

iSimangaliso Wetland Park Natural 5 separate ecosystems, land, bird and marine animals. Unique relationship between ecosystems
Fossil Hominid Sites of SA Cultural Fossils of human-like bones were found including Mrs Ples, Little Foot, Naledi. Includes Sterkfontein, Swartkrans, Kromdraai
Mapungubwe Cult Land Cultural Small pure gold rhinoceros and other gold artefacts found here. Traded gold and ivory with China. Example of lifestyle disappeared
Richtersveld Cult+Bot Lan Cultural Refers to Nama people. Last semi-nomadic peoples San and Khoi. Settlement has become weak
Maloti Drakensberg Park Natural Highest mountain peaks in SA. Natural habitat for the importance of biological diversity
Cultural Biggest rock painting collection. Represents a masterpiece of creative human intellect
Vredefort Dome Natural World’s biggest meteorite crater. 2 billion years ago. Shows major stages in evolution of the earth and geological developments
Robben Island Cultural Mr Mandela (first democratic president) was imprisoned for 27 years. Buildings illustrate an important moment in mankind’s history
Cape Floral Region Natural About 20% of Africa’s plant species are found here. Natural habitat for the protection of biological diversity
Protected Areas
ǂKhomani Cultural Landsc Cultural Gives more information about the San cultural group.Evidence from human occupation since the Stone Age and survival in the desert
Barberton Makhonjwa Mt Natural Represents the best rock dating back 3.6 -3.25 billion years ago. Shows signs of early life.
Remember: ALWAYS GIVE THE FULL NAME FOR THE WORLD HERITAGE SITES. UNESCO: Full name, logo, logo for WHS, function, value of WHS for the tourism industry, country, region.
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Frances Baard
QUESTION 6: MARKETING
SATourism
Marketing – INTERNATIONALLY
• ITB in Berlin
• WTM in London
Gr 12 – 2024
(Study: core, investment, tactical, watch-list, strategic, niche, emerging markets)
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TOMSA is paid over to the TBCSA.
TBCSA is the administrator of the funds. TBCSA forwards the money to SATourism
SATourism is the official organisation Importance of marketing SA as tourism destination
appointed by DT (Department of Tourism) to • International tourists have multiple choices.
market SA as destination of choice. They have to be aware of what SA has to offer
Main function of SATourism: • International tour operators and travel
• marketing South Africa as an international agencies know what SA has to offer.
destination of choice. • May lead to an increase in international
• Sustain and improve the standard of facilities arrivals
and service in the industry • Tourism brings money that leads to economic
• Co-ordination the marketing activities of role growth
players in the industry.
Marketing NATIONALLY (DOMESTIC) What is a travel trade show? Usually 2 – 5 days long
• Tourism Indaba (Durban) Indaba Africa A platform for networking between buyers (destinations) and sellers of
• Getaway shows in Cape Town and Johannesburg tourism products (attractions, accommodation).
• WTM Africa
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Frances Baard
QUESTION 7: TOURISM SECTORS
PROFESSIONAL IMAGE
Professional image includes the image of the business
and the staff:
Businesses can create a professional image by:
o Stationery with logo of the business e.g. pens
o Physical appearance – neatness of the buildings,
gardens
o Marketing material – adverts in magazines,
brochures
o Product packaging – packaged holiday includes
transport, accommodation, attractions – should
make a positive impression
o Environmental policy of the business
o Customer service policies – quality service and
commitment of the staff
Staff can convey a professional image:
o Uniform and dress code
o Personal hygiene and grooming
o Interaction with the customers
o Communication skills
GROOMING: Things people do to keep themselves
cleans and make their face, hair and skin look nice.
Gr 12 – 2024
CODE OF CONDUCT CONTRACT OF EMPLOYMENT
Definition: Outlines the expected conduct of the staff in Definition: Signed agreement between an employer
the performance of their duties and an employee. Stipulates the basic conditions of
It refers to terms of relationship with colleagues, clients employment
and superiors, attitude and respect towards the Details given in the contract of employment
workplace and acknowledgement of different cultures o Particulars of employer and employee
and religions. o Job title
o Benefits – travel, uniform, fringe,
Purpose of the code of conduct: o Working hours
Set out the expected staff conduct while doing duties o Main (core) duties
Provides guidance on ethical challenges o Salary (remuneration)
Protects the business against law suits o Leave particulars
o Date of contract
Value of the code of conduct: o Professional accountability and responsibility
Creates a cooperative and collaborative atmosphere o Signatures of both parties
Promotes integrity in the workplace Hotel sector stipulates:
Benefit the company because employees know what is 45 ordinary hours per week
expected of them. May / may not include fringe benefits like a free travel
ticket.
Possible criteria of a code of conduct:
Phone etiquette FRINGE BENEFITS: Compensation by an employer, in
Use of internet, electronic systems, social media addition to a salary, but are usually not included in the
Clothing employee’s taxable income. (Reduced prices on goods
Language and services,
Body language
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Frances Baard Gr 12 – 2024
QUESTION 8: SUSTAINABLE AND RESPONSIBLE TOURISM
Sustainable tourism: Means that tourism resources will be used responsibly (or sparingly) to ensure that it last for future generations.
Responsible tourism: The way that tourism is conducted by tourism businesses and tourists.
Triple bottom line: (3BL) refers to the three (triple) measures of performance to practice sustainability (3 pillars of sustainability)
PILLAR 1: ECONOMY (also called PROFIT) PILLAR 2: SOCIAL (also called PEOPLE) PILLAR 3: ENVIRONMENTAL (also called PLANET)
Tourism creates the market which generates money. Tourists visit people in the local communities and Tourism businesses need the physical environment to
A higher demand for services means that more jobs are therefore have an impact on the people. be successful.
created. Positive impact of the social pillar: Positive impact of the environmental pillar:
Positive impact of the economic pillar: o Local communities feel proud to present their area, o Reuse, reduce and recycle
o Tourism brings an income to the country, region or culture o Limit use of water and make use of greywater
area o Job creation – leads to a better standard of living o Create conservation areas and parks for tourists
o Tourism creates jobs because the local community o Local community members learn new skills and get o Removal of foreign vegetation
is used for the jobs trained when employed by the tourism business o Protection of biodiversity, ecosystems and
o Tourism generates investment and awareness of o Money generated by tourism brings along social indigenous species
the country development Negative impact of the environmental pillar:
o More money leads to a development and o Respect for the local culture o Pollution – air, water, land, noise (Tourism is the
maintenance of infrastructure. o Access to resources and infrastructure main contributor to air and noise pollution)
Negative impact of the economic pillar: Negative impact of the social pillar: o Vandalism - tourists break off some plants and
o An increase in the prices of goods and services o Exploitation of the local people (e.g. children take pieces of attractions, remove shells
because of the higher demand. employment, long working hours, disabled people) o Damage to or removal of plant life to make way for
o Some countries in the world (most of the time the o Disrespect for the local culture new developments
islands) rely on Tourism as source of income. o No input from the local community in new o Damage to plants because of mass tourism
Should there be a decline in tourism numbers, it developments
brings a loss of jobs and then poverty (Covid-19) CORPORATE SOCIAL INVESTMENT (CSI) FAIR TRADE TOURISM: (FTT)
Economic pillar includes: Support that businesses give to the communities in FTT says that the business adheres to the 3BL.
Community shareholding which they operate. The business does not get any Pay fair wages, fair working conditions, buy local,
Local procurement of goods financial gain from this money spent. Can be health, protect resources, protect human rights, respect the
Training and skills development education, sport, youth activities or cultural projects. culture of the local community.
Broad Based Black Economic Empowerment (BBBEE)
Factors that will influence tourists to be more conscious of the environment: Code of conduct: tourists to lessen a negative impact:
Market destinations as environmentally friendly Know the culture of the destination / greet and say
Less water and electricity are used at the destinations – solar panels and grey water thank you / learn a language/ Know the traditions /
Recycling operations are in use Buy articles from the local community / Pay fair prices /
Fair labour practices Use water and electricity sparingly / Respect

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Frances Baard Gr 12 – 2024

QUESTION 9: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM

GLOBAL EVENTS: (Mega events) POSITIVE impacts on the ECONOMY Impacts of political situations and
Definition: Organised events that are so large and significant that they affect the of the host country: unforeseen occurrences on tourism:
whole economy of the host country o Income generation o Tourists cancel bookings and visit
Host country: Country where the global event takes place. o Investment opportunities another destination

Examples of global sporting events: POSITIVE impacts of global events on o Job creation o Tour operators do not book tours to
o Olympic Games INTERNATIONAL TOURISM: o Foreign exchange income the affected areas
o FIFA Soccer World Cup o Media follows the global event and o Development of infrastructure o Airlines cancel / postpone flights
o Comrades Marathon broadcast – global awareness o Multiplier effect is set into motion o Airlines change schedules because
o Tour de France (Cycling) o Participants and spectators – Make o Higher GDP of unrest / destruction of
o Wimbledon (Tennis) use of services and products while o Increased pride infrastructure
Other events: enjoying the event – word of mouth o Transformation and upliftment of the o Money spent on security for
G8 summit: meeting of the governments of and increase in visitor numbers communities protection / stop diseases / fix
the 8 strongest economies in the world infrastructure
Climate change summit: Minimize global NEGATIVE effects of global events NEGATIVE impacts on the host o Financial crisis and weak currency
warming. o If not organised well, the fans will not country: force the tourists to travel
Political situations: return. Bad word or mouth o High cost of new infrastructure domestically and not internationally
Refers to what is happening in the o Irresponsible behaviour of fans lead o Disappointing investment and foreign
politics of the country – it can be peaceful to problems exchange income FORMS OF PAYMENT WHEN
or unstable. o Problems caused by too many o Increased costs of goods and TRAVELLING INTERNATIONALLY
Examples: visitors to the area. (noise, pollution, services o EFT
o Terrorist incidents litter, traffic congestion) o Economic leakages o Telegraphic transfers
o Protests - violent against o Community opposition o Bank drafts
government Impact of hosting global events ON THE o Environmental impacts o Internet payments
o Civil wars HOST COUNRTY: o Traffic congestion o Foreign bank notes (Cash)
o Bomb attacks o Awareness and more visitors o Credit cards
Unforeseen occurrences: o Exposure to the rest of the world UNFORESEEN OCCURRENCES: o Traveller’s cheques (phased out)
o Tsunami’s o Repeat visits Events that are unpredictable and o Preloaded debit cards
o Earthquakes o Attracts scientists and journalists that unexpected – cannot stop it from
o World recessions never would have visited the country happening Study what it is
o Pandemics Advantages and disadvantages of using
the different forms of payment

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Frances Baard
QUESTION 9: FOREIGN MARKET SHARE (continuation from Page 10)
Tourism trend: a general tendency to
visit a country, region or destination or to
participate in a specific activity.
Market: Number of people who buy a
product or service
Market share: The proportion (%) of a
market that visits a destination in relation
to the main competitors
Foreign market share: The part of the
market from international countries – not
local, people or organisations.
Air markets: ±60% of the visitors
reach the country by means of air
transport
Land markets: ±60% of the visitors
reach the country by land transport –
road, rail. For SA, it will be from our
direct neighbouring countries.
Length of stay: usually reflects an
average for the time that the visitors stay
in the country / province etc.
Average tourist expenditure: Refers to
the average amount that the tourists
spend during their stay.
Interpretation of graphs:
Heading: indicates what the statistics
show
Year/s: applicable year or years that the
stats refer to.
Y axis (vertical): sometimes it reflects a
unit like 10 000, 100 000, 1000 000.
Adjust the number with this unit if asked
for the totals.
Ensure that you do an accurate reading
from the graph. Pay attention to what is
asked in the question, especially when
more than one year is reflected.
Gr 12 – 2024
QUESTION 10: CUSTOMER CARE – FEEDBACK
What is customer feedback? SMSs:
It is the process of collecting information Happens by cell phones. Rates the
from customers regarding their service. Effective way of getting
satisfaction with the service or product. feedback.
Web based responses: Emails sent to
Why is customer feedback important? customers and websites that ask for
(Purpose) feedback about the services.
o It allows the business to adapt its
products and services to meet the Steps in analysing feedback:
needs of the customers. 1. Capture and study data
o Positive customer feedback can 2. Analyse the data – identify the trends
motivate staff because they know 3. Determine the plan of action
that their good work is appreciated 4. Implement the action decided on,
o Feedback can lead to better intervention.
customer service
Results of good service delivery:
How to obtain feedback? o Increase in sales
Survey: method to collect data which o Clients are loyal - repeat visits
reflect the level of satisfaction. Like to
o Reduced marketing budget
use a scale for rating the service. o Fewer customer complaints
Questionnaires: Set of printed o General image of the business is
questions worked out to get statistical better
info. Can be posted or emailed, personal o Motivated staff
in a public space or at home. o Positive word of mouth – repeat visits
Feedback cards: (Comment cards): o Competitive advantage
Not many questions are asked. Very
useful in getting complaints.
Follow-up calls: Happens by
telephone. Very personal. Needs to
have good communication skills.
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