NATIONAL

SENIOR CERTIFICATE

GRADE 11

NOVEMBER 2018

TOURISM
MARKING GUIDELINE

MARKS: 200

This marking guideline consists of 12 pages.

2 TOURISM (EC/NOVEMBER 2018)

SECTION A: SHORT QUESTIONS

QUESTION 1

1.1 1.1.1 B
1.1.2 A
1.1.3 A
1.1.4 D
1.1.5 D
1.1.6 C
1.1.7 C
1.1.8 C
1.1.9 C
1.1.10 A
1.1.11 B
1.1.12 D
1.1.13 B
1.1.14 C
1.1.15 B
1.1.16 A
1.1.17 D
1.1.18 B
1.1.19 B
1.1.20 C (20 x 1) (20)

1.2 1.2.1 D
1.2.2 E
1.2.3 F
1.2.4 A
1.2.5 B (5 x 1) (5)

1.3 1.3.1 transcontinental 

1.3.2 kosher 
1.3.3 short haul 
1.3.4 beef 
1.3.5 international  (5 x 1) (5)

1.4 1.4.1 entrepreneur 

1.4.2 border post 
1.4.3 paleontology 
1.4.4 Gold Card 
1.4.5 archipelago  (5 x 1) (5)

1.5 1.5.1 ACSA 

1.5.2 Landlocked 
1.5.3 Galley 
1.5.4 Billboard 
1.5.5 Tanzania  (5 x 1) (5)

TOTAL SECTION A: 40

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(EC/NOVEMBER 2018) TOURISM 3

SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

QUESTION 2

2.1 Eco tourist 

 Nature lover
Motivation: The title of the tour is wildlife encounter which means that the
trip motivator is wildlife experiences which will suit eco tourists/nature
lovers.  (3)

2.2 2.2.1 Included: transfers from Kruger Mpumalanga International Airport 

 Shuttle service
 Game drive vehicle
 4 x 4 vehicle (1)

2.2.2 Excluded: flights  (1)

2.3 Hat 
Clothes suitable for game drives and walks 
 Sunscreen
 Camera
 Warm jackets for game drives (2 x 1) (2)

2.4 Daily changes in the rate of exchange between different currencies.  (2)
[9]

QUESTION 3

3.1 Foreign exchange  (2)

3.2 US Dollar 
 US$ (2)

3.3 We buy: This represents the bank buying rate whereby the bank buys
foreign currency from clients at a specific rate. 
We sell: This represents the bank selling rate whereby the bank sells
foreign currency to clients at a specific rate.  (2 x 2) (4)

3.4 ZAR 18 500,00 ÷ 11,79 = US$ 1569,13 

OR

US$ 1569,13  (3)

[11]

TOTAL SECTION B: 20

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4 TOURISM (EC/NOVEMBER 2018)

SECTION C: TOURISM ATTRACTIONS; CULTURAL AND HERITAGE

TOURISM; MARKETING

QUESTION 4

4.1 A– Victoria Falls 

B– Mount Kilimanjaro 
C– Bazaruto Archipelago 
D– Okavango Delta  (4 x 2) (8)

4.2 Zambezi River  (2)

4.3 Climbing Mount Kilimanjaro will afford tourists the opportunity to

participate in adventure activities. 
 It is the highest mountain in Africa.
 It is the highest free standing mountain in the world.
 The peak of Mount Kilimanjaro is 5 895 m above sea level. (2)

4.4 Windsurfing 
Snorkelling 
 Water-skiing
 Boat trips/Glass bottom boat trips
 Pedal boating
 Sailing/Yachting
 Fishing/Big game fishing (Any 2 x 1) (2)

4.5 It is the largest inland delta in the world.

It attracts great concentrations of diverse animals and birds. (2 x 2) (4)
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QUESTION 5

5.1 5.1.1 (a) Umngqusho (samp and beans) 

Xhosa bread 
 Umpokoqo (maize mixed with sour milk)
 Isopho (corn soup)
 Imithwane (pumpkin leaf and butter mélange)
 Ilaxa (pumpkin leaf cooked together with fresh pumpkin)
 Beef, mutton and goat’s meat
 Umqombothi (sorghum beer) (Any 2 x 1) (2)

(b) Beadwork 
Traditional clothing 
 Arm and ankle bracelets
 Clay pots
 Baskets
 Woven mats
 Wooden sculptures
 Traditional weapons (Any 2 x 1) (2)

(c) The cultural experience on offer is specific to the area and

cannot be experienced elsewhere.  (2)

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(EC/NOVEMBER 2018) TOURISM 5

5.1.2 The tour provides tourists with original and memorable

experiences through interaction with local villagers. 
It provides a fun and entertaining way for inbound tourists to
experience the Xhosa culture. 
 It allows tourists to experience the Xhosa culture, their way of
life and to discover their food and customs. (Any 2 x 2) (4)

5.2 5.2.1 A – Shipwrecks 

B – Structures older than 60 years 
C – Graves  (3 x 1) (3)

5.2.2 (a) South African Heritage Resources Agency 

 SAHRA (1)

(b) Eastern Cape Heritage Resources Agency 

 ECHRA (1)

(c) SAHRA educates and trains South Africans to help identify

heritage resources. 
It is tasked with keeping an information database on the
national estate. 
 It is responsible for the establishment of national
principles, standards and policy for the identification,
recording and management of the national estate.
 It identifies heritage resources of national importance.
 It coordinates the functions of provincial and local
heritage authorities. (Any 2 x 2) (4)

5.2.3 To ensure that our heritage resources are preserved for future
generations. 
 Heritage resources contribute to a greater understanding of
traditions and culture between different groups in our country.
 Heritage resources celebrate the achievements of our country
and its people.
 Heritage resources provide opportunities for research into our
traditions and customs. (2)
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QUESTION 6

6.1 6.1.1 A – Leisure tourist 

B – Student 
 Backpacking tourist
 Youth tourist
 Gap year traveller (2 x 1) (2)

6.1.2 A – Sales promotion 

B – In-store discount  (2 x 2) (4)

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6 TOURISM (EC/NOVEMBER 2018)

6.1.3 Sales promotions and in-store-discounts can increase sales by

attracting new and existing customers. 
 By using the promotional techniques the businesses will
create an awareness of their products on offer.
 They result in an improved product availability for a limited
time. (Any 1 x 2) (2)
(Any 1 x 2)
6.2 Printing costs 
Telephone costs 
Fax costs 
Internet costs  (Any 3 x 1) (3)
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TOTAL SECTION C: 50

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(EC/NOVEMBER 2018) TOURISM 7

SECTION D: TOURISM SECTORS

QUESTION 7

7.1 7.1.1 Identity document 

 Driver’s license (Any ONE) (1)

7.1.2  Budget airlines provide flights at a lower cost. 

 Passengers have fewer comforts. 
 A lower level of service is provided on a budget airline.
 Refreshments are usually not included in the ticket price and
have to be purchased on board budget airlines.
 Newspapers are usually not included in the ticket price and
have to be purchased on board budget airlines.
 Tickets are not usually assigned specific seats on budget
airlines.
 Only one class of service, economy class, is available on
budget airlines. (Any 2 x 2) (4)

7.1.3 (a) 07:25  or earlier. (1)

(b) He must check in at least one hour prior to departure in

order to complete the check in procedures. (2)

7.1.4 Narrow body aircraft 

Motivation: In South Africa domestic flights are short haul flights
and therefore only narrow body aircraft are used. 
 Wide body aircraft are used on long haul, international flights. (3)

7.1.5 He must store his carry-on luggage in the overhead storage

compartments on the aircraft.  (1)

7.1.6  At the check-in counter he must produce valid identification. 

 The assistant will verify his details on the computer system. 
 His check in luggage will be weighed and a luggage tag will be
placed on it to indicate his destination. 
 The assistant will print a boarding pass with the information for
his flight and attach his luggage tickets. 

NOTE: The steps must be given in the correct order. Do not

award marks if the steps are mixed up. Candidates
should write in a paragraph. Bullets have been provided
in the memo for ease of marking. (4 x 2) (8)

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8 TOURISM (EC/NOVEMBER 2018)

7.2 7.2.1 A metal detector is used to scan the body of the passenger to
ensure that they are not carrying concealed weapons.  (2)

7.2.2 The baggage wrap equipment ensures that the contents of the
luggage is safe and cannot be tampered with. 
 The baggage wrap equipment ensures that the contents of the
suitcase is not lost should it break open during transit. (2)

7.2.3 A carousel delivers checked luggage to the passengers at the

baggage claim area at their final destination.  (2)

7.3 7.3.1 Each station and platform has CCTV cameras in place. 
 South African Transport Police and security guards maintain a
constant presence at all times.
 Only valid ticket holders are allowed on platforms. (Any 2 x 2) (4)

7.3.2 The gap between the car rail floor and the platform is minimised to
allow for level boarding between the platform and the train. 
Each train has a section that is allocated to passengers in
wheelchairs.  (2 x 2) (4)

7.4 7.4.1 Casino 

Spa and fitness centre/gym 
 Shops
 Library
 Theatre
 Cinema
 Swimming pool
 Lounges
 Other facilities such as miniature golf courses, video arcades,
rock-climbing walls, basketball and tennis courts (Any 2 x 1) (2)

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(EC/NOVEMBER 2018) TOURISM 9

7.4.2 (a) Chef 

 Waitron
 Actor or dancer in theatre productions
 Photographer
 Beautician
 Hairdresser
 Crew members

NOTE: Accept any relevant career opportunities. (1)

(b) Chef – culinary skills 

 Waitron – good communication skills 
 Actor or dancer in theatre productions – acting or dancing
skills
 Photographer – skills required to take photos e.g.
creativity
 Beautician – skills required to act as a beautician e.g.
visualisation
 Hairdresser – hairdressing skills e.g. styling
 Crew members – skills required to perform their duties
e.g. problem solving

NOTE: Accept any relevant skill. (2)

7.5 7.5.1 10:00  or earlier

NOTE: Rental companies allow approximately 1 hour leeway

before charging the renter for another day (1)

7.5.2 (a) Airport surcharge: A charge that applies to every vehicle

rented from an airport depot.  (2)

(b) Collision damage waiver: Insurance that car rental

companies charge in the event of the rented vehicle being
involved in an accident during the rental period.  (2)

7.5.3 ZAR 1 977,00 + ZAR 321,00 (100 km @ R3,21 p/km)

= ZAR 2 298,00 

OR

ZAR 2 298,00  (2)

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10 TOURISM (EC/NOVEMBER 2018)

7.6 Cost:
Bus transport is more expensive than rail transport and therefore trains
are more cost effective. 
Frequency:
Tourist buses run more frequently (often) than trains and are therefore
more popular with travellers. 

NOTE: Accept any relevant correct answers. (2 x 2) (4)

[50]

TOTAL SECTION D: 50

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(EC/NOVEMBER 2018) TOURISM 11

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE

QUESTION 8

8.1 8.1.1 Spontaneous Budget Explorers  (2)

8.1.2 (a) Aged between 18 and 24 years  (2)

(b) They prefer a weekend holiday filled with activities  (2)

(c) To get away from the monotony of life 

 To add to their life experiences
 To discover new people, places and adventures (2)

8.1.3 Increase domestic tourism expenditure. 

Increase domestic tourism volumes. 
 Enhance measures and efforts aimed at addressing
seasonality and equitable geographic spread.
 Enhance the level of the culture of tourism/travel among
South Africans. (Any 2 x 2) (4)

8.2 8.2.1 Madagascar  (1)

8.2.2 A – Victoria 
B – Kinshasa 
C – Luanda 
D – Lilongwe  (4 x 1) (4)

8.2.3 O.R. Tambo International Airport  (1)

8.3 8.3.1 Regional Tourism Organisation of Southern Africa /RETOSA (2)

8.3.2 Collaboration will generate income for the region through tourist
spending e.g. accommodation, attractions, shopping and
transport. 
 A large number of people will be employed as tourism is
labour intensive.
 The multiplier effect will be put in motion which will lead to
economic growth.
 It will create a demand for new and improved tourism
infrastructure development e.g. airports (to accommodate
more flights) and communication networks.
 It will create more awareness of Southern African as a tourist
destination.

NOTE: Accept any other appropriate answer. (Any 1 x 2) (2)

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12 TOURISM (EC/NOVEMBER 2018)

QUESTION 9

9.1 9.1.1 (a) Central Reservation System 

 CRS (2)

(b) MICROS-Fidelio 
 MICROS-Fidelio OPERA (2)

9.1.2 The potential guest can visit the hotel’s website to gain access to
its CRS. 
 The potential guest can call the hotel’s toll free number to
access its CRS. (2)

9.2 9.2.1 The waiter should have:

 Apologised without blaming. 
 Solved the problem immediately. 
 Offered the customer some kind of compensation. 
 Thanked the customer for informing him about the
problem. 

NOTE: No marks to be awarded if the steps are not in the

correct order. (4 x 2) (8)

9.2.2 Performance management 

 Team and peer reviews
 In-service training (Any ONE) (2)

9.2.3 This will assist in identifying areas in need of improvement. 

 Management will introduce strategies to improve products and
service.
 Builds a better business.
 Staff will make less mistakes.
Fixing mistakes will:
 Lead to positive word of mouth advertising.
 Improve customer satisfaction and encourage repeat visits.
 Improve the reputation of the restaurant and reduce the
marketing budget. (Any ONE) (2)
[18]

TOTAL SECTION E: 40
GRAND TOTAL: 200

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