Tourism Grade 11 Paper 1 November Mock 2026 Memo (English)

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. 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 ✓ transport TS 1.1.2 A ✓ Maputo DRI 1.1.3 C ✓ Departure lounge TS 1.1.4 A ✓ Boarding pass TS 1.1.5 C ✓ Blue Train TS 1.1.6 B ✓ Baz Bus TS 1.1.7 A ✓ Collision damage waiver (CDW) TS 1.1.8 A ✓ Gaborone DRI 1.1.9 C ✓ Botswana TA 1.1.10 B ✓ Zimbabwe TA 1.1.11 A ✓ SAHRA CH 1.1.12 D ✓ isiZulu CH 1.1.13 B ✓ Slogan M 1.1.14 A ✓ Television advertisement M 1.1.15 B ✓ $540,54 FX 1.1.16 B ✓ Bank buying rate FX 1.1.17 A ✓ South African Tourism M 1.1.18 B ✓ regional DRI 1.1.19 B ✓ kosher CC 1.1.20 A ✓ Comment card CC (20 x 1) (20) 1.2 1.2.1 B ✓ (Itinerary) MTP 1.2.2 D ✓ (Tourist profile) MTP 1.2.3 E ✓ (Halaal) CC 1.2.4 C ✓ (Non-verbal communication) CC 1.2.5 G ✓ (Inclusive tour) MTP (5 x 1) (5) 1.3 1.3.1 Gautrain ✓ TS 1.3.2 baggage reclaim ✓ TS 1.3.3 bank selling rate ✓ FX 1.3.4 below-the-line ✓ M 1.3.5 beef ✓ CC (5 x 1) (5) Copyright reserved Please turn over

Tourism 4 Hlayiso/Mock 2026 NSC – Marking Guidelines 1.4 1.4.1 Great Zimbabwe ✓ TA 1.4.2 Sossusvlei ✓ TA 1.4.3 Maletsunyane Falls ✓ TA 1.4.4 Chobe National Park ✓ TA 1.4.5 Zanzibar ✓ TA (5 x 1) (5) 1.5 1.5.1 Cockpit ✓ TS 1.5.2 Business class ✓ TS 1.5.3 Galley ✓ TS 1.5.4 Economy class ✓ TS 1.5.5 Cargo hold ✓ 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 Scheduled tour ✓ MTP It departs on fixed dates (every Saturday) with a set itinerary, regardless of who books. ✓ NOTE: Award 1 mark for the classification and 1 mark for the reason. (2) 2.2 Number of travellers and their ages ✓ MTP Travel dates/length of the holiday ✓ • Interests/trip motivator/preferred activities • Special needs (e.g. dietary requirements, disabilities, medical conditions) • Preferred type of accommodation/transport • Contact details/nationality of the travellers (ANY TWO) (2) 2.3 Children under 12 pay half price, which makes the tour affordable MTP for families. ✓✓ • Family rooms are provided. • The activities (ostrich farm, boat cruise, canopy walk, caves) are fun and educational for children. • Everything is arranged (transport, meals, entrance fees), so parents need not plan/budget for extras. (ANY ONE) (2) 2.4 It covers medical costs if a tourist becomes ill or is injured during MTP the tour (e.g. on the canopy walk). ✓✓ • It covers cancellation costs if the family cannot travel. • It covers lost, stolen or damaged luggage and personal belongings. • It gives peace of mind/protects the tourist against unexpected expenses. (ANY ONE) (2) [8] Copyright reserved Please turn over

Tourism 6 Hlayiso/Mock 2026 NSC – Marking Guidelines QUESTION 3 3.1 BWP ✓ FX (1) 3.2 Namibia ✓ FX • Lesotho • Eswatini (ANY ONE) (1) 3.3 R6 500 (÷✓) 1,38 ✓ FX = BWP4 710,14 ✓ • P4 710,14 • 4 710,14 pula OR BWP4 710,14 ✓✓✓ NOTE: If the candidate uses the bank buying rate (1,25), award a maximum of 1 mark for the method. (3) 3.4 BWP750 (×✓) 1,25 ✓ FX = R937,50 ✓ • ZAR937,50 OR R937,50 ✓✓✓ NOTE: If the candidate uses the bank selling rate (1,38), award a maximum of 1 mark for the method. (3) 3.5 The difference between the two rates is the profit the bank/forex FX bureau makes on the transaction. ✓✓ • The bank sells foreign currency at a higher rate to cover its costs and make a profit. (2) 3.6 It is safer, because a lost or stolen card can be blocked and FX replaced. ✓✓ • The exchange rate is locked in when the card is loaded. • It is accepted at many shops/ATMs and is convenient. • The traveller can keep track of spending/reload the card when needed. (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 A Victoria Falls (Mosi-oa-Tunya) ✓ TA B Okavango Delta ✓ C Mount Kilimanjaro ✓ D Etosha National Park ✓ • Etosha Pan E Lake Malawi ✓ • Lake Nyasa/Lake Niassa F Sani Pass ✓ (6 x 1) (6) 4.2 B Botswana ✓ TA C Tanzania ✓ D Namibia ✓ E Malawi ✓ (4 x 1) NOTE: For E, also accept Mozambique or Tanzania, as the lake borders these countries, but Cape Maclear is in Malawi. (4) 4.3 White-water rafting on the Zambezi River ✓✓ TA • Gorge swing/zip line • Microlight or helicopter flight over the falls • Swimming in Devil’s Pool (in the dry season) • Canoeing/kayaking above the falls (ANY ONE) (2) 4.4 There is little water in the veld, so animals gather at the TA waterholes, where tourists can easily see them. ✓✓ • The vegetation is thinner/drier, so animals are easier to spot. (2) 4.5 A guide knows the routes/trails, so climbers do not get lost on the TA mountain. ✓✓ A guide can recognise the symptoms of altitude sickness and help climbers to descend safely. ✓✓ • It is required by the park authorities/law – climbers may not climb without a registered guide. • Guides can help in emergencies/bad weather. • Guides arrange porters, campsites and equipment. • Guides control the pace of the climb, which helps climbers to acclimatise. (ANY TWO) (2 x 2) (4) [18] Copyright reserved Please turn over

Tourism 8 Hlayiso/Mock 2026 NSC – Marking Guidelines QUESTION 5 5.1.1 The customs, traditions, beliefs, places and objects that a CH community inherits from past generations and passes on to future generations. ✓✓ (2) 5.1.2 Ndebele ✓✓ CH (2) 5.1.3 Art (wall painting, beadwork) ✓ CH Food/cuisine ✓ • Dance/music • Storytelling/folklore/oral tradition • Traditional dress/clothing • Language (ANY TWO) (2 x 1) (2) 5.1.4 Tourists can experience many different cultures, languages, foods CH and festivals in one country. ✓✓ Cultural villages, festivals and township tours offer authentic and unique experiences that are not found elsewhere. ✓✓ • The ’Rainbow Nation’ image is used to market South Africa as a unique destination. • Tourists can buy traditional arts and crafts as souvenirs. • Heritage sites and museums tell the story of the country’s diverse history. (ANY TWO) (2 x 2) (4) 5.2.1 South African Heritage Resources Agency ✓✓ CH (2) 5.2.2 Grade I ✓✓ CH (2) 5.2.3 ’Visitors have scratched their names into the rock’ ✓ CH ’some have splashed water on the paintings’ ✓ (2 x 1) NOTE: Do not award marks for the cattle or rain water, as these are not caused directly by people. (2) Copyright reserved Please turn over

Tourism 9 Hlayiso/Mock 2026 NSC – Marking Guidelines 5.2.4 Allow visitors only with a registered/trained guide. ✓✓ CH Build a boardwalk/barrier or fence that keeps visitors and cattle at a safe distance from the paintings. ✓✓ • Put up signs with rules, e.g. do not touch or wet the paintings. • Limit the number of visitors per day/require bookings. • Install CCTV cameras/employ a site guard. • Educate visitors and the community about the value of rock art. • Charge an entrance fee that is used for conservation. • Build drip lines/channels to lead rain water away from the paintings. (ANY TWO) (2 x 2) (4) [20] QUESTION 6 6.1 Families with children/school learners during the school holidays M ✓✓ • Adventure-loving families from Gauteng (Johannesburg and Pretoria) (2) 6.2 (a) Above-the-line ✓ M (b) Below-the-line ✓ (c) Above-the-line ✓ (d) Below-the-line ✓ (4 x 1) (4) 6.3 Radio airtime ✓ M Printing of flyers ✓ • Billboard rental • Rental of the expo stand • Design costs/advertising agency fees • Salaries/wages of staff at the expo • Cost of free milkshakes • Travel costs (ANY TWO) (2 x 1) (2) Copyright reserved Please turn over

Tourism 10 Hlayiso/Mock 2026 NSC – Marking Guidelines 6.4 It is cheap or free, which suits a small marketing budget. ✓✓ M It reaches many people (especially young people and parents) quickly. ✓✓ • The business can interact with customers and answer questions directly. • Customers can share posts, photos and reviews (electronic word of mouth). • Specials can be updated easily and at any time. • It can target a specific market (e.g. parents in Gauteng). (ANY TWO) (2 x 2) (4) [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 South African identity document (ID card/green ID book) ✓✓ TS • Valid passport • Valid driver’s licence (ANY ONE) (2) 7.1.2 Aisle seat ✓✓ TS (2) 7.1.3 11:05 − 15 minutes ✓ TS = 10:50 ✓ OR 10:50 ✓✓ (2) 7.1.4 Show her ticket/booking reference and identity document to the TS check-in agent. ✓✓ Weigh and hand in her checked luggage, which receives a luggage tag. ✓✓ • Choose/confirm her seat. • Answer the security questions (e.g. did you pack your own bag?). • Receive her boarding pass and check the gate and boarding time. • Pay for excess baggage, if necessary. NOTE: Do not award marks for showing an identity document if it was given in QUESTION 7.1.1, unless linked to another step. (ANY TWO) (2 x 2) (4) 7.1.5 Liquids, gels and aerosols in containers larger than 100 mℓ ✓✓ TS • Sharp objects such as knives and scissors • Firearms/weapons/ammunition • Flammable items (e.g. lighter fluid, fireworks) • Tools such as hammers and screwdrivers (ANY ONE) (2) 7.1.6 To ensure the safety of passengers and crew by preventing TS dangerous/prohibited items from being taken on board. ✓✓ • To prevent terrorism, hijacking and smuggling. (2) 7.2.1 (R420 + R95 + R60) ✓ × 5 days ✓ TS = R575 × 5 = R2 875,00 ✓ OR R2 875,00 ✓✓✓ (3) Copyright reserved Please turn over

Tourism 12 Hlayiso/Mock 2026 NSC – Marking Guidelines 7.2.2 Free kilometres: 200 km × 5 = 1 000 km TS Extra kilometres: 1 150 − 1 000 = 150 km ✓ 150 km × R2,85 ✓ = R427,50 ✓ OR R427,50 ✓✓✓ (3) 7.2.3 The company can charge the renter for damage, traffic fines, fuel TS or extra kilometres after the vehicle is returned. ✓✓ • A deposit is blocked on the card as security. • It proves the identity and creditworthiness of the renter. (2) 7.2.4 Check the vehicle for scratches/dents and make sure they are TS recorded on the rental form. ✓✓ • Check that the fuel tank is full. • Check the tyres, including the spare wheel, and the jack. • Check that the lights, wipers and air conditioner work. • Check the mileage (odometer reading). (ANY ONE) (2) 7.3.1 Interior cabin ✓✓ TS (2) 7.3.2 Accommodation, meals and entertainment are included in one TS price. ✓✓ • The family can visit different destinations without packing and unpacking. • There are activities for all ages, e.g. a children’s club. (ANY ONE) (2) 7.3.3 Take anti-seasickness medication before the ship sails. ✓✓ TS • Choose a cabin in the middle of the ship on a lower deck. • Look at the horizon/get fresh air on deck. • Avoid heavy meals and alcohol. • Wear acupressure wristbands. (ANY ONE) (2) 7.4.1 Johannesburg ✓ TS Pretoria (Tshwane) ✓ (2) 7.4.2 It is a fast, safe and reliable way to reach Sandton (the business TS centre) without being stuck in traffic. ✓✓ • It runs frequently and on schedule. • Business tourists can work on the train/it is comfortable. (2) 7.4.3 The Blue Train targets wealthy (luxury) tourists who want a scenic TS five-star experience, while the Shosholoza Meyl targets budget travellers who need affordable long-distance transport. ✓✓ NOTE: The comparison must refer to BOTH trains to earn 2 marks. (2) Copyright reserved Please turn over

Tourism 13 Hlayiso/Mock 2026 NSC – Marking Guidelines 7.5.1 Travel organiser sector (tour operating) ✓✓ TS • Also accept: attractions sector (guided tours) (2) 7.5.2 Perseverance/never gives up ✓ TS Creativity/innovative ✓ • Hard-working • Good with money/saves money • Good negotiator/networking skills • Takes initiative/risks (ANY TWO) (2 x 1) (2) 7.5.3 It is difficult to get start-up capital/loans. ✓✓ TS There is competition from established tour operators. ✓✓ • It is difficult to market the business and attract customers. • Seasonality – fewer tourists in the off-season. • Crime/safety concerns may keep tourists away. • Lack of business management experience. (ANY TWO) (2 x 2) (4) 7.5.4 It ensures that guides are qualified and provide professional, TS accurate information/service. ✓✓ • It is required by law (Tourism Act). • It protects tourists and the image of South Africa as a destination. (2) 7.5.5 It creates jobs for young people from the community. ✓✓ TS • Local restaurants earn income from the tour groups. • It creates pride in the township’s history and culture. • Money spent by tourists stays in the community (multiplier effect). (ANY ONE) (2) 7.5.6 Chef/cook ✓✓ TS • Waiter/waitron • Barista/bartender • Restaurant manager • Sommelier • Caterer (ANY ONE) (2) [50] TOTAL SECTION D: 50 Copyright reserved Please turn over

Tourism 14 Hlayiso/Mock 2026 NSC – Marking Guidelines SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM; COMMUNICATION AND CUSTOMER CARE QUESTION 8 8.1.1 Sho’t Left ✓✓ DRI (2) 8.1.2 When residents of a country travel to places within their own DRI country. ✓✓ (2) 8.1.3 Couples ✓✓ DRI • Young couples/couples from Gauteng (2) 8.1.4 R2 400 ÷ 2 people ÷ 2 nights ✓ DRI = R600 per person per night ✓ OR R600 ✓✓ (2) 8.1.5 Many South Africans cannot afford to travel because of DRI unemployment/low income. ✓✓ Many people do not have a culture of travelling for leisure and only visit friends and relatives. ✓✓ • Lack of information about affordable destinations and specials. • Concerns about safety and crime. • Lack of transport/high fuel and transport costs. • Little leave or time off work. (ANY TWO) (2 x 2) (4) 8.1.6 Long weekends create demand outside the peak (December) DRI holiday season, so businesses earn income throughout the year. ✓✓ • Specials attract visitors during quieter periods, which keeps staff employed. (2) 8.2.1 Mbabane ✓ DRI • Also accept Lobamba (royal and legislative capital) (1) 8.2.2 Lesotho ✓✓ DRI (2) 8.2.3 Total = 6 320 000 ✓ DRI 600 000 ÷ 6 320 000 × 100 ✓ = 9,49% ✓ OR 9,49% ✓✓✓ NOTE: Accept 9,5%. (3) Copyright reserved Please turn over

Tourism 15 Hlayiso/Mock 2026 NSC – Marking Guidelines 8.2.4 These countries share borders with South Africa, so it is cheaper DRI and easier to travel by road than to fly. ✓✓ • Many visitors come to shop/trade and need to transport goods. • There are many border posts and good road links/taxis and buses. (ANY ONE) (2) [22] QUESTION 9 9.1.1 D ✓✓ CC • Pork sausages NOTE: Also accept A only if the candidate explains that the beef is not halaal-certified. (2) 9.1.2 A ✓✓ CC • Beef curry (2) 9.1.3 Label all dishes clearly with their ingredients and halaal/vegetarian CC status. ✓✓ • Prepare and serve halaal and vegetarian food separately (separate utensils). • Provide a prayer room/prayer mat and the direction of Mecca (qibla). • Offer meals at suitable times during religious fasting periods (e.g. Ramadan). • Train staff on the customs and beliefs of guests. (ANY ONE) (2) 9.1.4 Gestures can have different meanings in different cultures, so staff CC must avoid offending guests. ✓✓ • It helps staff to understand how guests feel/whether they are satisfied. • It helps to avoid misunderstandings and to provide better service. (2) 9.2.1 The family waited 50 minutes for their food. ✓ CC The steak was raw instead of well-done. ✓ (2 x 1) (2) 9.2.2 He looked at his phone while the customer was speaking to him. ✓ CC He blamed the kitchen/said it was not his fault. ✓ • He did not apologise. • He refused to help and told the customer to speak to the chef. • He shrugged/showed a negative attitude. (ANY TWO) (2 x 1) (2) Copyright reserved Please turn over

Tourism 16 Hlayiso/Mock 2026 NSC – Marking Guidelines 9.2.3 Listen carefully to the complaint without interrupting and show CC empathy. ✓✓ Apologise sincerely without blaming anyone. ✓✓ Solve the problem quickly, e.g. replace the steak and offer a discount or free dessert. ✓✓ • Thank the customer for bringing the problem to their attention. • Follow up to make sure the customer is satisfied. • Record the complaint and train staff to prevent it from happening again. NOTE: The steps must be in a logical order. Award a maximum of 4 marks if listening/apologising does not come before solving the problem. (ANY THREE) (3 x 2) (6) [18] TOTAL SECTION E: 40 TOTAL: 200 Copyright reserved