Tourism Grade 11 P1 November Mock Exam 2 2026 Memo (English)

Mock hlayiso mock exams Practice Series: Grade 11 Exam Preparation WWW.HLAYISO.COM NATIONAL SENIOR CERTIFICATE GRADE 11 TOURISM NOVEMBER EXAMINATION 2026 (MOCK) MARKING GUIDELINES MARKS: 200 These marking guidelines consist of 16 pages. Copyright reserved Please turn over

Tourism 2 Hlayiso/Mock 2026 NSC – Marking Guidelines INFORMATION FOR MARKERS TOPICS IN THE GRADE 11 TOURISM CAPS ABBREVIATION Topic 1 Tourism sectors TS Topic 2 Map work and tour planning MTP Topic 3 Tourism attractions TA Topic 4 Domestic, regional and international tourism DRI Topic 5 Culture and heritage tourism CH Topic 6 Foreign exchange FX Topic 7 Communication and customer care CC Topic 8 Marketing M • Accept alternative answers that are relevant and correct, even if they are not listed in these marking guidelines. • Where a question asks for TWO points, mark only the FIRST TWO points given by the candidate. • For calculations, award marks for method as shown by the ticks. Where the answer only is given and it is correct, award full marks. • Accept a decimal comma or a decimal point in calculations. CA = consistent accuracy (follow through an earlier error). Copyright reserved Please turn over

Tourism 3 Hlayiso/Mock 2026 NSC – Marking Guidelines SECTION A: SHORT QUESTIONS QUESTION 1 1.1 1.1.1 B ✓ regional TS 1.1.2 C ✓ Thermal body scanner TS 1.1.3 B ✓ Zambia DRI 1.1.4 D ✓ Airside TS 1.1.5 B ✓ Personal accident insurance (PAI) TS 1.1.6 C ✓ Rovos Rail TS 1.1.7 B ✓ Entrepreneur TS 1.1.8 A ✓ Commuter train TS 1.1.9 C ✓ Mozambique TA 1.1.10 B ✓ provincial heritage resources authority CH 1.1.11 A ✓ diversity CH 1.1.12 B ✓ meteorite impact CH 1.1.13 A ✓ Makhanda CH 1.1.14 C ✓ Market segment M 1.1.15 D ✓ Billboard M 1.1.16 B ✓ R1 848,00 FX 1.1.17 A ✓ Peer review CC 1.1.18 D ✓ December DRI 1.1.19 B ✓ haram CC 1.1.20 C ✓ global distribution systems (GDS) TS (20 x 1) (20) 1.2 1.2.1 B ✓ (One-way fee) TS 1.2.2 D ✓ (Port charges) TS 1.2.3 G ✓ (CRS) TS 1.2.4 A ✓ (Market share) M 1.2.5 E ✓ (Archipelago) TA (5 x 1) (5) 1.3 1.3.1 intercontinental ✓ TS 1.3.2 wide-body ✓ TS 1.3.3 fluctuations ✓ FX 1.3.4 bowing ✓ CC 1.3.5 personal ✓ MTP (5 x 1) (5) Copyright reserved Please turn over

Tourism 4 Hlayiso/Mock 2026 NSC – Marking Guidelines 1.4 1.4.1 Ngorongoro Crater ✓ TA 1.4.2 Hlane Royal National Park ✓ TA 1.4.3 Chamarel Coloured Earths ✓ TA 1.4.4 Skeleton Coast ✓ TA 1.4.5 Cahora Bassa Dam ✓ TA (5 x 1) (5) 1.5 1.5.1 A ✓ (Baz Bus) TS 1.5.2 B ✓ (Gautrain) TS 1.5.3 F ✓ (Shosholoza Meyl) TS 1.5.4 E ✓ (City sightseeing bus) TS 1.5.5 G ✓ (Chartered coach) TS (5 x 1) (5) [40] TOTAL SECTION A: 40 Copyright reserved Please turn over

Tourism 5 Hlayiso/Mock 2026 NSC – Marking Guidelines SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE QUESTION 2 2.1 Honeymoon/romance ✓✓ MTP • Leisure/relaxation (a beach holiday after the wedding) (2) 2.2 Lunches and drinks ✓ MTP Travel insurance ✓ • Spa treatments • Motorised water sports, e.g. jet skis • Island tours and excursions (ANY TWO) (2 x 1) NOTE: Do not accept the single supplement – it does not apply to a couple. (2) 2.3 Swimming costume/beachwear ✓ MTP Sunscreen/sunhat/sunglasses ✓ • Snorkelling mask/water shoes/towel • Light summer clothes/sandals • Smart clothes for the candle-lit dinner • Passport/travel documents • Anti-seasickness tablets for the catamaran cruise • Waterproof camera (ANY TWO) (2 x 1) (2) 2.4 The price is for ONE person, on condition that he/she shares a MTP room with another person (R21 480 each, i.e. R42 960 for the couple). ✓✓ NOTE: A person who travels alone pays the single supplement in addition to the price. (2) [8] Copyright reserved Please turn over

Tourism 6 Hlayiso/Mock 2026 NSC – Marking Guidelines QUESTION 3 3.1 MUR ✓ FX (1) 3.2 Bureau de change/foreign exchange bureau (e.g. at the airport) ✓ FX • Travel agency that offers foreign exchange • Online forex service/banking app (ANY ONE) (1) 3.3 R8 450 (÷✓) 0,41 ✓ FX = MUR20 609,76 ✓ • 20 609,76 rupees/Rs20 609,76 OR MUR20 609,76 ✓✓✓ NOTE: If the candidate uses the bank buying rate (0,37) – answer MUR22 837,84 – award a maximum of 1 mark for the method. (3) 3.4 MUR2 350 (×✓) 0,37 ✓ FX = R869,50 ✓ OR R869,50 ✓✓✓ NOTE: If the candidate uses the bank selling rate (0,41) – answer R963,50 – award a maximum of 1 mark for the method. (3) 3.5 The value of a currency changes (rises or falls) against other FX currencies from day to day/over time. ✓✓ • Exchange rates go up and down because of supply and demand, interest rates, political events, etc. (2) 3.6 Money spent at local restaurants, markets and craft stalls creates FX income/jobs for local people. ✓✓ • Taxes/levies on tourist spending are used by government to build infrastructure (roads, clinics, schools). • The money circulates in the local economy (multiplier effect), e.g. hotels buy from local farmers and fishermen. • It earns foreign exchange for the country. (ANY ONE) (2) [12] TOTAL SECTION B: 20 Copyright reserved Please turn over

Tourism 7 Hlayiso/Mock 2026 NSC – Marking Guidelines SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE TOURISM; MARKETING QUESTION 4 4.1 TA LETTER NAME OF ATTRACTION COUNTRY A Fish River Canyon ✓ Namibia ✓ B Serengeti National Park ✓ Tanzania ✓ C Royal Hill of Ambohimanga ✓ Madagascar ✓ D Virunga National Park ✓ Democratic Republic of the Congo (DRC) ✓ E Matobo Hills (Matopos) Zimbabwe ✓ National Park ✓ F Katse Dam ✓ Lesotho ✓ (12 x 1) NOTE: B: also accept Serengeti (plains/ecosystem). F: also accept Mohale Dam/Lesotho Highlands Water Project. Award the country mark only if it matches the attraction or the map position. (12) 4.2 The Great Migration (of wildebeest and zebra) ✓✓ TA • Annual wildebeest migration (2) 4.3 Mountain gorillas are endangered, so the number of visitors is TA limited to reduce stress and disturbance to the animals. ✓✓ • Gorillas can catch human diseases (e.g. flu/COVID-19); fewer visitors reduce the risk of infection. • Permit fees raise money for conservation and anti-poaching patrols. • Small groups are safer and easier for the rangers to control. (ANY ONE) (2) 4.4 It is a sacred site with royal palaces and burial grounds that show TA the history, traditions and beliefs of the Malagasy people. ✓✓ • It is a World Heritage Site that is still used for rituals/pilgrimages. (2) [18] Copyright reserved Please turn over

Tourism 8 Hlayiso/Mock 2026 NSC – Marking Guidelines QUESTION 5 5.1.1 The customs, traditions and ways of life that make a cultural group CH different from all others/that are found only in that culture. ✓✓ (2) 5.1.2 Samp (crushed maize) ✓ CH Beans ✓ (2 x 1) (2) 5.1.3 Beadwork ✓ CH Clay pipes ✓ • Woven grass baskets • Red-ochre-dyed clothing/beaded headscarves (ANY TWO) (2 x 1) (2) 5.1.4 Folklore is the traditional stories, beliefs and customs of a people CH that are passed on orally from generation to generation, e.g. the iintsomi told by the old man. ✓✓ NOTE: The candidate must refer to the extract to earn 2 marks; a definition only earns 1 mark. (2) 5.1.5 International tourists want authentic experiences, and the village CH offers a unique, hands-on experience of Xhosa food, dance and storytelling that cannot be found elsewhere. ✓✓ • It can be included in packages of inbound tour operators/marketed online and by SA Tourism. • Tourists can buy authentic crafts as souvenirs, which promotes the village by word of mouth. (ANY ONE) (2) 5.2.1 Palaeontological (site) ✓ CH Reason: it contains the fossils of animals that lived about two million years ago. ✓ (1 + 1) (2) 5.2.2 The fossils are protected by law; removing them is a criminal CH offence. ✓✓ • Fossils are irreplaceable – once removed, they are lost to scientists and future visitors. • Removing fossils destroys the scientific value/context of the site. (ANY ONE) (2) Copyright reserved Please turn over

Tourism 9 Hlayiso/Mock 2026 NSC – Marking Guidelines 5.2.3 It identifies, assesses and grades (declares) heritage sites of CH national importance (Grade I). ✓✓ It issues permits and controls activities (e.g. excavation, development, export of heritage objects) at heritage sites. ✓✓ • It keeps a national inventory/register of heritage resources. • It coordinates the work of the provincial heritage resources authorities. • It educates the public about the importance of heritage. • It takes legal action against people who damage heritage sites. (ANY TWO) (2 x 2) (4) 5.2.4 It preserves our history/scientific knowledge for future generations. CH ✓✓ • It attracts tourists, which creates jobs and income for the local community. • It is a source of pride and identity for the community. • Scientists can study the site and learn about ancient animals and climate. (ANY ONE) (2) [20] Copyright reserved Please turn over

Tourism 10 Hlayiso/Mock 2026 NSC – Marking Guidelines QUESTION 6 6.1 Pensioners/retired couples over 60 ✓✓ M • Senior citizens who travel midweek and want comfort and value for money (2) 6.2 (a) Radio advertisement ✓ M Magazine advertisement ✓ (b) Flyers ✓ Stand at the holiday expo/brochures ✓ • Sponsorship of T-shirts for the fun walk (4 x 1) NOTE: For (b) accept ANY TWO. (4) 6.3 Compare the number of bookings/sales before and after the M campaign. ✓✓ Ask customers how they heard about the ’Winter Warmers’ deals (e.g. on the booking form). ✓✓ • Count the number of enquiries/visitors at the expo stand. • Use a special promotion code on the flyers/in the magazine and count how many times it is used. • Do a customer survey/questionnaire. (ANY TWO) (2 x 2) (4) 6.4 The magazine reaches the target market (retired people) directly, M so less money is wasted on people who are not interested. ✓✓ • A magazine advertisement is much cheaper than national television, which suits a small travel agency’s budget. • Readers can keep the magazine and read the advertisement again/cut it out (longer life than a TV advertisement). • A half-page advertisement can show more details (prices, dates, contact details) than a short TV advertisement. (ANY ONE) (2) [12] TOTAL SECTION C: 50 Copyright reserved Please turn over

Tourism 11 Hlayiso/Mock 2026 NSC – Marking Guidelines SECTION D: TOURISM SECTORS QUESTION 7 7.1.1 Gqeberha (Port Elizabeth) ✓✓ TS (2) 7.1.2 08:25 − 06:40 ✓ TS = 1 hour 45 minutes ✓ OR 1 h 45 min ✓✓ (2) 7.1.3 R1 049 + R899 = R1 948 TS Checked bags: R250 × 2 = R500 ✓ Seat selection: R70 ✓ Total: R1 948 + R500 + R70 = R2 518,00 ✓ OR R2 518,00 ✓✓✓ (3) 7.1.4 A budget airline offers a low base fare with no ’frills’, while a TS full-service airline includes meals, drinks and checked luggage in the ticket price. ✓✓ A budget airline has only economy class, while a full-service airline has more than one class (e.g. business and economy). ✓✓ • Budget airlines charge extra for seat selection, checked bags, snacks and changes. • Budget airlines often fly point-to-point routes with one type of aircraft; full-service airlines offer connecting/international flights. • Full-service airlines offer lounges and frequent-flyer benefits. NOTE: Both airline types must be referred to for 2 marks. (ANY TWO) (2 x 2) (4) 7.1.5 He saves time, because he can skip the queue at the check-in TS counter. ✓✓ • He can choose/confirm his seat in advance. • He receives his boarding pass on his phone and need not print it. • He can check in from anywhere, e.g. from his hotel. (ANY ONE) (2) Copyright reserved Please turn over

Tourism 12 Hlayiso/Mock 2026 NSC – Marking Guidelines 7.1.6 Show the boarding pass (and identification) to the security official. TS ✓✓ Place hand luggage, laptop, liquids (in a clear bag), belt, phone and keys in a tray to go through the X-ray scanner. ✓✓ Walk through the metal detector/body scanner and be searched if the alarm goes off. ✓✓ • Hand over prohibited items, e.g. sharp objects or liquids over 100 mℓ. • Collect belongings and proceed to the departure gate/lounge. (ANY TWO) (2 x 2) (4) SEAT ADVANTAGE DISADVANTAGE Window Passenger can see Passenger must seat the view/lean climb over others to 7.1.7 against the side to use the TS sleep and is not toilet/stretch legs; disturbed by others last to get out. ✓✓ getting up. ✓✓ (2 x 2) (4) 7.2.1 (a) Theft loss waiver: insurance that reduces the renter’s liability if TS the vehicle is stolen or damaged during a theft/attempted theft. ✓✓ (b) Airport surcharge: an extra fee charged when a vehicle is collected/returned at an airport (to cover the rental company’s airport concession costs). ✓✓ (c) Excess: the maximum amount the renter must pay towards damage or loss of the vehicle, even though CDW/TLW is included. ✓✓ (3 x 2) (6) 7.2.2 Daily rate: R465 × 3 = R1 395 ✓ TS Extra km: 820 − (200 × 3) = 220 km ✓ 220 × R3,10 = R682 ✓ Fees: R95 + R180 + R250 = R525 ✓ Total: R1 395 + R682 + R525 = R2 602,00 ✓ OR R2 602,00 ✓✓✓✓✓ NOTE: CA from an incorrect number of extra kilometres. (5) Copyright reserved Please turn over

Tourism 13 Hlayiso/Mock 2026 NSC – Marking Guidelines 7.3.1 Lifts/elevators at stations ✓ TS Level boarding between platform and train/ramps ✓ • Dedicated wheelchair spaces on the train • Wide access gates • Station staff/security can assist • Accessible toilets at stations (ANY TWO) (2 x 1) (2) 7.3.2 CCTV cameras and security officers at all stations ensure that TS passengers are protected against crime. ✓✓ • Access control: only passengers with a valid Gautrain card can pass the gates. • Emergency intercoms/help points on platforms and in trains. • Well-lit stations and platforms. (ANY ONE) (2) 7.3.3 No eating or drinking ✓ TS No smoking ✓ • No chewing gum • Do not occupy seats with luggage • Give up priority seats to elderly/disabled passengers • No loud music (ANY TWO) (2 x 1) (2) 7.4.1 Arrive at the cruise terminal between 12:00 and 15:00 (before TS embarkation closes) and hand in the large luggage at the luggage drop, with luggage tags attached. ✓✓ Check in: show the passport/travel documents (and visa if needed) and the cruise ticket/booking confirmation to receive a cruise card (key card). ✓✓ • Go through security screening: hand luggage is X-rayed and passengers walk through a metal detector. • Go through immigration/customs control, because the ship leaves South Africa for Namibia. • A photograph is taken for the ship’s security system/cruise card. • Fill in a health questionnaire. (ANY TWO) (2 x 2) (4) Copyright reserved Please turn over

Tourism 14 Hlayiso/Mock 2026 NSC – Marking Guidelines 7.4.2 Passengers learn where their muster (assembly) station is, how to TS put on a life jacket and what the emergency signal sounds like, so that they can evacuate quickly and safely in an emergency. ✓✓ • It is required by international maritime safety law (SOLAS) before the ship sails. (ANY ONE) (2) 7.5.1 Receptionist/front office manager ✓ TS Chef/cook ✓ • Waiter/waitron • Housekeeper/room attendant • Food and beverage manager • Concierge/porter • Lodge/hotel manager (ANY TWO) (2 x 1) (2) 7.5.2 Friendly/outgoing ✓ TS Patient ✓ • Hard-working • Flexible • Honest/trustworthy • Neat/well-groomed • Team player • Calm under pressure (ANY TWO) (2 x 1) (2) 7.5.3 A receptionist is the first person guests deal with, so clear and TS friendly communication creates a good first impression and avoids misunderstandings about bookings, prices or directions. ✓✓ • He/she must handle enquiries, complaints and phone calls from guests from many cultures. (2) [50] TOTAL SECTION D: 50 Copyright reserved Please turn over

Tourism 15 Hlayiso/Mock 2026 NSC – Marking Guidelines SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM; COMMUNICATION AND CUSTOMER CARE QUESTION 8 8.1.1 A High Life Enthusiasts ✓✓ DRI B Spontaneous Budget Explorers ✓✓ C New Horizon Families ✓✓ • Also accept Well-to-do Mzansi Families (3 x 2) (6) 8.1.2 Increase domestic tourism volume (more South Africans travel in DRI their own country). ✓✓ Increase domestic tourism expenditure/spending. ✓✓ • Reduce seasonality and improve the geographic spread of tourism (e.g. Midlands farms, Garden Route). • Enhance the culture of travel among South Africans. (ANY TWO) (2 x 2) (4) 8.2.1 A Angola ✓ DRI B Zambia ✓ C Mozambique ✓ (3 x 1) (3) 8.2.2 D (Malawi) Lilongwe ✓ DRI E (Botswana) Gaborone ✓ (2 x 1) (2) 8.2.3 Beitbridge ✓ DRI (1) 8.3.1 Regional Tourism Organisation of Southern Africa ✓✓ DRI (2) 8.3.2 Tourists spend money on accommodation, transport, food and DRI attractions in several countries, which increases income/foreign exchange for member states. ✓✓ New tourism businesses open, which creates jobs and reduces unemployment. ✓✓ • Governments earn more tax revenue that can be used for infrastructure. • Infrastructure (roads, airports, border posts) is improved, which also benefits local people and trade. • Small businesses/crafters/SMMEs get access to more customers (multiplier effect). (ANY TWO) (2 x 2) (4) [22] Copyright reserved Please turn over

Tourism 16 Hlayiso/Mock 2026 NSC – Marking Guidelines QUESTION 9 9.1.1 (a) KSML ✓ CC (b) VGML ✓ (2 x 1) (2) 9.1.2 The cow is regarded as sacred (holy) in the Hindu religion, so CC Hindus do not eat beef. ✓✓ • Hindus respect all living things; many are vegetarian and do not eat meat at all. NOTE: Award 1 mark for ’it is against her religion’ without a reason. (2) 9.2.1 Verbal ✓ CC Reason: she speaks to the guide face to face (she does not write a letter/e-mail). ✓ (1 + 1) (2) 9.2.2 The minibus arrived 45 minutes late. ✓✓ CC • The air conditioner did not work in 34 °C heat. (ANY ONE) (2) 9.2.3 Step 1: Take Mrs Adebayo aside (away from the other passengers) CC and listen carefully without interrupting. ✓✓ Step 2: Show empathy and apologise sincerely for the late pick-up and the broken air conditioner. ✓✓ Step 3: Ask questions/get all the facts and take notes. ✓✓ Step 4: Offer a solution/compensation, e.g. a partial refund or a free tour, and act on it quickly. ✓✓ • Later steps (follow up, record the complaint, prevent it from recurring) do not earn marks here. NOTE: Steps must be in a logical order. Award a maximum of 4 marks if the solution is offered before listening/apologising. Accept ’thank the customer’ within step 1 or 2. (4 x 2) (8) 9.2.4 Mrs Adebayo will become a loyal customer and recommend Sizwe CC Tours to others (positive word of mouth/reviews). ✓✓ • It protects the reputation/image of the company. • It helps the company to identify problems (e.g. vehicle maintenance) and improve its service. • It prevents negative online reviews, which could cause the company to lose business. (ANY ONE) (2) [18] TOTAL SECTION E: 40 TOTAL: 200 Copyright reserved