NATIONAL

SENIOR CERTIFICATE

GRADE 11

NOVEMBER 2020

TOURISM
EXEMPLAR

MARKS: 200

TIME: 3 hours

This question paper consists of 25 pages.

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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. It will be to your advantage to show all calculations.

6. Round off your calculations to TWO places after the decimal point.

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.

TIME
SECTION QUESTION TOPIC MARKS
MINUTES

A 1 Short Questions 40 20

Map Work and Tour

2
B Planning 20 30
3 Foreign Exchange
4 Tourism Attractions
Culture and
C 5 50 50
Heritage Tourism
6 Marketing

D 7 Tourism Sectors 50 50

Domestic, Regional
8 and International
E Tourism 40 30
Communication and
9
Customer Care
TOTAL 200 180

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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 numbers (1.1.1–1.1.20) in the ANSWER BOOK, for example
1.1.21 A.

1.1.1 Airport technology used to screen passengers for an increased

temperature:

A Full-body scanner
B Thermal body scanner
C Biometric scanner
D X-ray scanner

1.1.2 The traditional beliefs, customs and stories of a community,

passed through generations by word of mouth:

A Culture
B Facts
C Heritage
D Folklore

1.1.3 If a person renting a vehicle is fined R1 000 for speeding in the

rented vehicle, he/she will have to pay:

A A traffic fine administration fee only

B The amount of the fine only
C Nothing, if he/she selected the super insurance waiver
D A traffic fine administration fee and the amount of the fine

1.1.4 The Vredefort Dome is currently the largest and one of the
oldest known …. impact sites in the world.

A asteroid
B meteorite
C artifact
D shipwreck

1.1.5 A passenger on a luxury cruise liner who suffers from motion

sickness (sea sickness) should select a … cabin to minimise the
effect of the motion of the sea.

A mid-ship
B high level
C stateroom
D suite

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1.1.6 The Kissama National Park is located in …

A Angola.
B Botswana.
C Democratic Republic of the Congo.
D Malawi.

1.1.7 In order to accommodate mobility impaired passengers, the

Gautrain has …

A a website.
B audio announcements.
C level boarding facilities.
D CCTV cameras.

1.1.8 The Ngorongoro Conservation Area in northern … is home to

one of the most spectacular safari experiences on the African
continent.

A Tanzania
B Malawi
C Madagascar
D Democratic Republic of the Congo

1.1.9 A semi-luxury bus service that drops passengers off at

backpackers’ hostels.

A Translux
B Algoa Bus
C Baz Bus
D SA Roadlink

1.1.10 One of the main tourist attractions in Mauritius:

A Bazzaruto Archipelago
B Matopo Hills
C Coloured earths of Chamarel
D Mana Pools

1.1.11 The only remaining scenic tourist train that offers relaxing rides
through the countryside in South Africa.

A Umgeni Steam Railway

B Banana Express
C Apple Express
D Outeniqua Choo-Tjoe

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1.1.12 … sites are National Heritage Sites and are managed by the
South African Heritage Resources Agency.

A Grade I
B Grade II
C Grade III
D Grade IV

1.1.13 An example of a career in the tourism hospitality sector:

A Personal chauffeur
B Concierge
C Cabin crew
D Professional conference organiser

1.1.14 Effective verbal communication includes:

A Using jargon
B Using hand gestures
C Varying the tone of your voice
D Fidgeting

1.1.15 An item that could be included in the “Additional information”

column when compiling a tour itinerary:

A Passport and visa requirements

B Date and length of trip
C Transport arrangements
D Health and safety measures to avoid becoming ill when on
holiday

1.1.16 The South African Minister of Tourism is …

A Elizabeth Thabethe.
B Derek Hanekom.
C Thokozile Xasa.
D Mmamoloko Kubayi-Ngubane.

1.1.17 An insurance option when renting a vehicle that covers the

renter of the vehicle in their personal capacity.

A WDW
B TLW
C PAI
D TWC

1.1.18 The capital city of Namibia is …

A Luanda.
B Windhoek.
C Etosha.
D Namib.

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1.1.19 A passenger departing from South Africa who lands in Cairo,

Egypt and changes aircraft en route to Geneva, Switzerland is
said to be on a … flight when departing Cairo, Egypt.

A long-haul flight
B connecting
C transatlantic
D regional

1.1.20 Printing, telephone, fax and internet expenses form part of the
… costs of a marketing budget.

A vehicle and flight

B communication
C accommodation
D personnel
(20 x 1) (20)

1.2 Choose a term from COLUMN B that matches a description in

COLUMN A. Write only the letter (A–G) next to the question numbers
(1.2.1–1.2.5) in the ANSWER BOOK, for example 1.2.6 H. You may use
a given option ONLY once.

COLUMN A COLUMN B
1.2.1 A South-African train offering luxurious A Peer review
safari train trips in the SADC region

1.2.2 A fee that is paid by a captain of a B Survey

luxury cruise liner to harbour
authorities for the use of harbour
facilities and services

1.2.3 A strategy used by tourism businesses C There's Still Nothing

to achieve and maintain quality service Like Mzanzi

1.2.4 A national marketing campaign slogan D Shongololo Express

that aims to encourage domestic
tourism

1.2.5 A method used by a tourism business E Nothing’s more fun

to determine the level of customer than a Sho’t Left
satisfaction

F Blue Train

G Port charges
(5 x 1) (5)

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1.3 Choose the correct word(s) from those given in brackets. Write only the
words next to the question numbers (1.3.1 – 1.3.5) in the ANSWER
BOOK, for example 1.3.6 passport

1.3.1 (Autopax/Prasa) is the organisation responsible for the

management of tourist trains in South Africa.

1.3.2 When converting South African Rand to a foreign currency one

should (divide/multiply).

1.3.3 A tour that will depart regularly on specific dates and at specific
times regardless of the number of tourists is known as a
(scheduled tour/itinerary).

1.3.4 Amadeus is an example of a (Central Reservation System/Global

Distribution System).

1.3.5 (Apologise without blaming/Listen carefully) is the first step to be

taken when dealing with verbal customer complaints. (5 x 1) (5)

1.4 Choose a destination from the list given that matches a description below.
Write only the name of the destination next to the question numbers
(1.4.1–1.4.5) in the ANSWER BOOK. You may only use a given option
once.

Mkhaya Game Reserve; Sani Pass; Grand Baie; Fish River Canyon;
Serengeti National Park; Etosha National Park; Royal Hills of
Ambohimanga

1.4.1 This site in Tanzania is famous for its annual migration of over 1,5
million wildebeest and 250 000 zebra

1.4.2 One of the most spectacular and scenic 4x4 vehicle routes in the
whole of Africa

1.4.3 An important spiritual and historic site for the people of

Madagascar

1.4.4 This park is home to the largest population of black rhinos in the
Kingdom of Eswatini

1.4.5 Located in Namibia and regarded as one of the most popular

hiking trails in Southern Africa (5 x 1) (5)

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1.5 Study the images portraying aspects of Gautrain technology and link the
image with the descriptions given below. Write only the letter (A–E) next
to the question numbers (1.5.1–1.5.5) in the ANSWER BOOK. You may
only use a given option once.

1.5.1 Real time information regarding train schedules is provided for

passengers waiting on the Gautrain station platform

1.5.2 Scan your Gold Card to gain access to the Gautrain station
platform

1.5.3 Travel on the Gautrain is not possible without a Gautrain Gold

Card

1.5.4 Scan the QR code to gain access to the Gautrain website

1.5.5 The details of departure and arrival stations for each Gautrain trip
are clearly given on the Gautrain website
(5 x 1) (5)
[40]

TOTAL SECTION A: 40

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SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

QUESTION 2

Study the extract and answer the questions.

2 nights stay at the 5-star Twelve Apostles Hotel & Spa from only
R3 785 per person sharing
Service provider Valid: 01 May 2020 to 30 Sep 2020
WHAT'S INCLUDED HOTEL DETAILS
 2 Nights at the 5-star Twelve
Apostles Hotel & Spa
 Breakfast daily The Twelve Apostles Hotel and Spa
 Complimentary scheduled lies in the 12 Apostles Mountain
transfer service to and from Range and offers wonderful views of
Camps Bay and the V&A the Atlantic Ocean. It is the best
Waterfront getaway to relax while enjoying the
 R1 000 credit voucher per beautiful scenery. Facilities include a
room, per stay to be used at bar and lounge area, restaurant, spa,
any Twelve Apostles facility a fitness centre and a swimming pool.
during the stay

[Adapted from www.pentravel.co.za]

2.1 Identify ONE type of tourist that will make use of the special offer at the 5-
star Twelve Apostles Hotel & Spa. (2)

2.2 Name TWO facilities at the Twelve Apostles Hotel & Spa that would suit
the profile of the tourist mentioned in QUESTION 2.1. (2)

2.3 Suggest ONE facility where a visitor to the Twelve Apostles Hotel & Spa
could best use the R1 000 credit voucher per room. Motivate your answer.

NOTE: Consider what is included in the special offer above. (3)

2.4 Determine the tourism season in which this special offer is available. (1)
[8]

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QUESTION 3

3.1 Study the images and answer the questions. Your answers must be given
from the perspective (viewpoint) of a South African bank.

3.1.1 Identify ONE letter that matches the local currency portrayed in
the above image. (1)

3.1.2 Identify ONE letter that matches a foreign currency portrayed in

the above image. (1)

3.1.3 Give the official name of the currency labelled B. (1)

3.1.4 Give the currency code of the currency labelled A. (1)

3.1.5 Name ONE facility where a traveller can exchange his/her local
currency for foreign currency. (2)

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3.2 Study the currency rate sheet and answer the questions.

Foreign currency Exchange rate

£ 23,53
€ 20,24

3.2.1 Use the currency rate sheet given to calculate how much a
traveller would receive when exchanging ZAR 10 500,00 for his
trip to London.

NOTE: Round off your answer to TWO decimal places.

Show ALL steps of your calculation. (3)

3.2.2 Use the currency rate sheet given to calculate how much a
traveller would receive when exchanging ZAR 9 800,00 for his
trip to France.

NOTE: Round off your answer to TWO decimal places.

Show ALL steps of your calculation. (3)
[12]

TOTAL SECTION B: 20

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SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE

TOURISM; MARKETING

QUESTION 4

Refer to the information on the SADC countries and answer the questions.

SADC ATTRACTIONS

4.1 Identify the SADC tourism attractions, labelled A to F, that Jake will visit
during his tour. (6 x 2) (12)

4.2 Give ONE example of a water-based excursion that Jake can undertake to
view the abundance of wildlife at the attraction labelled A. (2)

4.3 Name the popular activity that Jake will be able to participate in at both the
attractions labelled C and F. (2)

4.4 Describe ONE common (shared) feature regarding the location of the
attractions labelled B and C. (2)
[18]

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QUESTION 5

5.1 Study the images of aspects of culture on the map of the Eastern Cape
and answer the questions.

5.1.1 Many tourists are attracted by the cultural uniqueness of the

Eastern Cape.

Give your understanding of the concept cultural uniqueness. (2)

5.1.2 Identify THREE different aspects of the Xhosa culture, shown on

the map, that will motivate cultural tourists to visit the Eastern
Cape. (3 x 2) (6)

5.1.3 South Africa’s cultural diversity promotes domestic and

international inbound tourism. Every year, for 11 days, over 50 000
people flock to Makhanda (Grahamstown) to attend the cultural
festival labelled A.

Discuss how this festival showcases the rich cultural diversity of

South Africa. (2 x 2) (4)

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5.2 Study the information and answer the questions.

The West Coast Fossil Park at Langebaanweg in the Western Cape,

approximately 120 km north of Cape Town, is a five-million-year old fossil
bed that was discovered in the floor of a mine in the 1960’s.

Ongoing excavations (diggings) at the palaeontological site have collected

over one million vertebrate (animals that have a backbone or spinal
column) fossils.

A number of the fossils were removed and are now housed at the Iziko
National Museum in Cape Town. However, a section of the excavation has
been preserved in its original place so that members of the public can learn
about this site and the amazing animals that have been discovered there.

The West Coast Fossil Park was declared a National Heritage Site by the
South African Heritage Resources Agency (SAHRA) in 2014.

[Adapted from www. https://fossilpark.org.za]

5.2.1 Complete the sentence:

SAHRA has categorised the West Coast Fossil Park as a …

National Heritage Site. (2)

5.2.2 Explain ONE way in which SAHRA uses the West Coast Fossil
Park to educate South Africans about our heritage. (2)

5.2.3 Provide proof from the extract that SAHRA is carrying out its role
in protecting South Africa’s heritage resources. (2 x 2) (4)
[20]

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QUESTION 6

Study the marketing campaign images below and answer the questions.

6.1 Identify the potential customers targeted in the MTA marketing campaign. (2)

6.2 MTA makes use of a variety of advertising techniques in their marketing

campaign. Identify:

6.2.1 THREE above-the line techniques (3 x 1) (3)

6.2.2 THREE below-the-line techniques (3 x 1) (3)

6.3 Deduce TWO reasons for travel costs to be included in MTA’s marketing
campaign budget. (2 x 2) (4)
[12]

TOTAL SECTION C: 50

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SECTION D: TOURISM SECTORS

QUESTION 7

Study the scenario and image below and answer the questions.

Ms Thomas, a Tourism teacher in Durban, KwaZulu-Natal was planning to take

her Grade 11 class on a city tour of Durban’s transport services in April 2020.

Due to the Covid-19 lockdown, Ms Thomas was unable to take her class on the
planned outing. She then decided to invite the class on a virtual tour of the
transport service facilities in Durban and its surrounding areas. After the tour, Ms
Thomas required of her learners to answer a number of questions based on their
virtual tour experience. These questions are given on the next page, numbered
7.1 to 7.6.

The images below are from the virtual tour.

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7.1 List TWO facilities that King Shaka International Airport must have that
differentiate it from a national airport. (2 x 1) (2)

7.2 Study the image of the layout of an airport and answer the questions.

7.2.1 Name ONE document that a passenger must show when checking
in for a flight at the point labelled A in the image. (1)

7.2.2 Suggest ONE reason why a passenger would wrap his/her

baggage before checking in for a flight. (2)

7.2.3 Identify the area of the airport labelled C. (1)

7.2.4 Before an aircraft can take off, the cabin crew must do a safety
demonstration for the passengers. List TWO safety aspects that
must be included in the demonstration. (2 x 2) (4)

7.2.5 Explain the importance of a boarding pass to a passenger

planning to take a flight. (2)

7.2.6 Discuss the procedure to be followed when a passenger reports

to the area labelled B in the image. (2 x 2) (4)

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7.3 Study the extract based on the car rental company included in the virtual
tour and answer the questions.

Group T Kia Picanto 1.0 LX or similar Itinerary

Insurance options Pick up:
100 km free per 3 April 2020 @
day, STANDARD 10:00 King Shaka
WAIVER Incl. Airport
200 km free per
X day, SUPER Drop-off:
WAIVER Incl. 8 April 2020 @
10:00 King Shaka
Unlimited mileage,
Airport
SUPER
WAIVER Incl.
Vehicle choice:
Summary of optional extras: Kia Picanto 1.0 LX
Tyre and or similar
1 X windscreen R41,00 per day
cover Cost summary
2 N/A Child seat R493,00 per rental Vehicle:
3 X Additional driver R361,00 per rental R1 710,00
Navigation
4 X R107,00 per day
unit/GPS Contract fee:
Cost of optional extras: R90,00
1 R205,00
3 R361,00 Optional extras:
4 R535,00 R1 101,00
Waiver options:
TOTAL:
R2 901,00
Standard cover X Super cover
Excess rate:
(p/km) R2,00

7.3.1 Identify ONE optional extra, giving the total cost thereof, that the
renter of the vehicle selected when doing the online booking
above. (2)

7.3.2 State the amount per kilometre extra that the renter will have to
pay if he/she exceeds 200 km per day. (2)

7.3.3 Name the preferred payment method when renting a vehicle. (2)

7.3.4 Explain the difference between standard and super insurance

waiver. (2 x 2) (4)

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7.4 Study the extract based on MSC Cruises that the class visited on the
virtual tour and answer the questions.

MSC CRUISES
BEGINS
CONSTRUCTION
OF DURBAN
CRUISE
TERMINAL

MSC Cruises, has started construction of the new Durban cruise

terminal, which is expected to be functioning from January 2021.

MSC Cruises will deploy the MSC Musica in Durban. The MSC Musica
offers guests a variety of activities and facilities. Some of these are
swimming pools, play areas for children, theatres, casinos, restaurants,
shops and night clubs.

From interior cabins to those with their own balcony as well as elegant
suites, there is a variety of accommodation types to satisfy every
requirement.
[Adapted from https://www.cruiseandferry.net & https://www.msccruises.co.za]

7.4.1 Identify TWO facilities, from those listed in the extract, that are
only open for passengers while the MSC Musica is at sea.
(2 x 1) (2)

7.4.2 Explain the level of luxury accommodation that a passenger can

expect when booking an interior cabin on the MSC Musica. (2)

7.5 The virtual tour included a visit to Moses Mabhida train station in Durban.
Study the extract based on train travel in Durban and answer the
questions.

Train travel in Durban

The Passenger Rail Agency of South Africa (PRASA) operates commuter
rail services through Metrorail, transporting over 1,7 million passengers
on weekdays throughout South Africa.

PRASA manages all the stations in Durban through its inner-city

branches of Metrorail. Commuters wanting to travel by train must decide
which will be their departure station and their arrival station and then buy
a ticket from the station ticket office.
[Source: https://www.metrorail.co.za]

7.5.1 List TWO facilities available for passengers on the Metrorail. (2)
7.5.2 Explain the term commuter. (2)

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7.6 Study the extract based on Greyhound luxury bus travel between
Durban and Pretoria and answer the question.

Departure trip
Durban – Johannesburg/Pretoria with Greyhound Dreamliner from
R230,00 per person
Departure date: Arrival date:
Fri, 10 April 2020 @ Fri, 10 April 2020 @
08:00 15:45

Return trip
Pretoria/Johannesburg – Durban with Greyhound Dreamliner from
R320,00 per person
Departure date: Arrival date:
Mon, 13 April 2020 @ Tue, 14 April 2020 @
22:00 05:15

[Source: https://bookings.greyhound.co.za]

Consider the total cost of the above trip and compare it to the total cost
of a return air ticket between Durban and Johannesburg. (2 x 2) (4)

7.7 Study the extract and answer the questions.

BOLD NEW EXPANSION PLANS FOR THE GAUTRAIN

The Gautrain has given South Africans a modern, safe, efficient and
reliable transit alternative.

Benefits of the Gautrain are job creation, skills development, stimulation

of the economy and social benefit for commuters and communities.
Tourism is another winner, as three of the largest conference centres in
the country are within reach of a Gautrain station.

An expansion plan over the coming years is to extend the existing system
with new track and stations to serve a bigger area, with more than
R134 billion expected to be spent. The planned developed network will
improve links to existing train stations and the linked dedicated bus
networks.

[Source: https://www.iol.co.za]

7.7.1 Identify ONE benefit of the Gautrain for tourism in Gauteng. (2)

7.7.2 List ONE manner/way that a passenger travelling on the

Gautrain dedicated bus link can pay for his/her ticket. (2)

7.7.3 Suggest ONE manner/way that a passenger travelling on the

Gautrain dedicated bus link can save on fuel costs. (2)

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7.8 Read the extract and answer the questions.

A ‘tourism entrepreneur’ may be defined as a person or a group of persons

producing and managing innovative tourism products. In this process the
entrepreneur must have entrepreneurial skills along with the qualities
required to work in the hospitality industry. Research has shown that most
tourism entrepreneurs consider financial management as the most
important challenge in their careers, followed by problem-solving and
interpersonal skills.
[Adapted from www.yourarticlelibrary.com & www.academicstar.us]

7.8.1 List TWO entrepreneurial skills required to be a successful

tourism entrepreneur. (2 x 1) (2)

7.8.2 Suggest TWO personality qualities (characteristics) that an

employee in the hospitality industry requires. (2 x 1) (2)

7.8.3 Mention ONE challenge that a tourism entrepreneur could be

faced with, other than those mentioned in the extract. (2)
[50]

TOTAL SECTION D: 50

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SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE

QUESTION 8

8.1 Study the information on domestic tourism and answer the questions.

8.1.1 DOMESTIC TOURISM GROWTH STRATEGY (2012 – 2020)

Complete the flow diagram. (2 x 2) (4)

8.1.2 Refer to the domestic travel deals and answer the questions.
TRAVEL DEAL A

TRAVEL DEAL B

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TRAVEL DEAL C

Link each of the travel deals labelled A, B and C with one of the
domestic tourism market segments targeted by the Domestic
Tourism Growth Strategy marketing campaign. Give ONE reason
why the travel deal will attract the interest of the identified market
segment. (3 x 4) (12)

8.2 Read the extract and answer the question.

In common with the rest of the world, the SADC countries are suffering from
the economic damage inflicted by the COVID-19 pandemic. Given the
variety of attractions across the SADC region, the tourism industry can play
a key role in rejuvenating local economies.

[Adapted from https://www.futuredirections.org.au]

Discuss THREE economic benefits of regional tourism for SADC member

countries once lockdown restrictions are eased and they reopen their
borders for regional travel. (3 x 2) (6)
[22]

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QUESTION 9

9.1 Study the extracts on customer care for foreign tourists and answer the
questions.

RAINBOW NATION AIRLINES

“The wings of South Africa”
SPECIAL MEALS
If you have special dietary requirements, let us know in advance and we
will provide you with a special meal.
Special meal options
Low-calorie diet: Low fat and low sugar meal.
Asian vegetarian meal: Seasoned vegetarian meal with limited use of
dairy products.
Kosher diet: A meal containing only kosher foods prepared by a reputable
specialist kitchen.
Hindu diet: Meal is prepared respecting Hindu dietary habits and beliefs.
Muslim diet: Meal is prepared respecting Muslim dietary habits and
beliefs.

BIG 5 GAME RESERVE

KEY POINTS TO REMEMBER IN WELCOMING CHINESE VISITORS
 A verbal greeting rather than
physical contact is accepted
 Do not hug, back slap or put
an arm around your Chinese
visitor’s shoulders when you
first meet them. The Chinese
do not like to be touched by
strangers
 Do use both hands when
handing someone an object,
such as a teacup or a
business card

9.1.1 Name ONE food product that will be excluded from the following
special meal options offered by Rainbow Nation Airlines:

(a) Kosher diet (2)

(b) Muslim diet (2)

(c) Hindu diet (2)

9.1.2 In a paragraph, explain TWO advantages for the South African

tourism industry when businesses implement strategies to show
respect for the cultural and religious practices of foreign tourists.
(2 x 2) (4)

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9.2 Study the image and answer the questions.

OUR ROOM EXPERIENCE AT PARADISE HOTEL

9.2.1 Identify the type of complaint used by the guests, after returning
home, to lodge their dissatisfaction with the service provided by
Paradise Hotel. (2)

9.2.2 Suggest ONE way that the management of Paradise Hotel, in their
response to the complaint, should compensate the guests. (2)

9.2.3 Explain TWO benefits for Paradise Hotel if the customer complaint
is handled satisfactorily. (2 x 2) (4)
[18]

TOTAL SECTION E: 40
GRAND TOTAL: 200

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