NATIONAL CERTIFICATE (VOCATIONAL) NQF LEVEL 4 SUPPLEMENTARY EXAMINATION

Transcription

1 MARKING GUIDELINE NATIONAL CERTIFICATE (VOCATIONAL) NQF LEVEL 4 SUPPLEMENTARY EXAMINATION 2010 This marking guideline consists of 11 pages.

2 MARKING GUIDELINE -2- NC1180(E)(M4)V ANSWER SHEET SECTION A QUESTION 1 Multiple Choice 1.1 B 1.2 C 1.3 C 1.4 B 1.5 D (5 2) (10) QUESTION 2 Matching Items 2.1 F 2.2 E 2.3 A 2.4 D 2.5 B (5 2) (10) QUESTION 3 Equipment 3.1 Ice bucket 3.2 Zester 3.3 Ice tray 3.4 Lemon/orange squeezer 3.5 Optic (5) QUESTION 4 One Word/Term 4.1 Silver service 4.2 Point of Sales 4.3 Stock taking 4.4 Napkin 4.5 Gueridon 4.6 Hors d ourves/starter 4.7 Flambe 4.8 Plate warmer/warmer draw 4.9 Clearing up 4.10 Salver (10)

3 MARKING GUIDELINE -3- NC1180(E)(M4)V QUESTION 5 True/False 5.1 False 5.2 False 5.3 False 5.4 True 5.5 False 5.6 False 5.7 False 5.8 False 5.9 True 5.10 False (10) QUESTION 6 Fill in the missing word 6.1 Agenda 6.2 Cinema/classroom/semi-circle/u-shaped rows 6.3 Chairperson 6.4 memorandum 6.5 Protocol (5) TOTAL SECTION A: 50 SECTION B QUESTION The waiter took his time to come back with the drinks. He did not come back with the drinks but came back with the salad. He took his time with the drinks. There were no forks on the table. He brought the courses in the wrong order. He did not place the entire order. He did not keep the customers updated as to what the problem was. He disappeared Any (3) Working within time-limits The waiter should work in an organized and efficient manner. Write in detail what the customers order. Place the order promptly. Inform the customer of any delays. Ask for assistance if the waiter feels he can t handle the pace. Be prompt with the customer s orders after the kitchen indicates that the food is ready. Smooth workflow will ensure that customers are satisfied at all times.

4 MARKING GUIDELINE -4- NC1180(E)(M4)V Customer care/service Be friendly and polite, make them feel welcome. Anticipate the customer s needs. Offer punctual service Listen very carefully Assist the customer with the selection of drinks or dishes on the menu. Make the customer feel important Be patient with customers who have difficulty communicating. Look at the customer when taking the order. 7.3 Impact of the waiter s behaviour The waiter will make the customers doubt the establishment they chose to have dinner at. The customers will feel that they are being ignored and may not want to stay or come back to the restaurant. This will lead to a loss of income for the restaurant. The waiter makes it difficult for other waiters because the service creates the idea that all waiters act in this manner. Customers tell their friends and family about poor service. This will lead to customer dissatisfaction. 7.4 Promoting cocktail drinks Ask the guest whether they would like an alcoholic or non alcoholic cocktail. Establish their likes and dislikes Taste preferences The purpose of the cocktail, pre-dinner or long drink Dietary needs allergies, healthier options Promote specials Give details on the strength of the cocktail drinks 7.5 Why all staff must be involved in a cleaning programme If they are not involved, no organized cleaning will take place. This will mean failure to comply with legislation. Will result in poor hygiene standards Will lead to low levels of guest satisfaction, no repeat business. Low staff morale, an organized work environment has a positive impact on staff. Lower cost effectiveness the items in a bar for example will not last long.

5 MARKING GUIDELINE -5- NC1180(E)(M4)V QUESTION Yes/No (1) It has ingredients to give a vibrant colour. It matches the name of the cocktail. Combination of sweet and sour Proportion of alcohol to non-alcoholic mixes 3 parts alcohol:4 part non alcoholic very strong cocktail Does not include any garnishes. Motivation (3) Any relevant answers (3) Introduce tasting by staff or customers. Promotions or giving special price Place tent menus on the tables to allow customers to see the new cocktail. Any (2) Grapes Cocktail umbrellas Flowers in the purple colour Combination of fruits on a toothpick Sugar on the rim of the glass. Any (2) Silver service (1) (a) Apologize to the guest Rectify the situation by dishing the customer more food. (2) (b) The portion sizes must be determined before you dish for the customer. The portion size is set by the chef according to the organisational requirements. The plate presentation has been pre-determined and the waiter should be well informed before service. Any (2) Plates should be cleared when all guests have completed their course. Start clearing from the person on the hosts left. Clear from the guest s right hand side. Move around the table to the right. The first plate is held with the fork firmly secured under the thumb and the knife wedged under the fork. The second plate is lifted with the thumb on both pieces of cutlery to stop the cutlery from sliding. Place the knife under the fork pointing in the opposite direction. Scrape the food scraps onto the bottom plate with knife. The cleared top plate then becomes the base for stacking further plates.

6 MARKING GUIDELINE -6- NC1180(E)(M4)V Trade should happen within the determined legal hours no liquor to be sold at shops or liquor stores on a Sunday. A permit should be obtained for extended hours for trading. The establishment should comply with age restriction laws e.g. customers under the age of 18 may not be served. Health and hygiene standards should be maintained. Do not serve customers who have reached the standard intoxication limits any further drinks Liquor license can be revoked The company can be fined The company can be shut down. A lawsuit can follow. Any (3) QUESTION Loud Obscene language/swearing Making offensive or suggestive gestures Kissing noises to a lady Unwelcome touching Racist remarks Call the manager and explain the situation. Firmly and politely ask the offenders to stop the offensive behaviour. Explain that this is unacceptable behaviour. Ask the offenders to leave. Call security to remove the offenders from the premises. Blacklist the offenders from the premises. Call the police and lay a criminal charge if the person does not adhere Clean the preparation and storage areas. Clean the bar equipment as it may be sticky from the drinks and syrups. All fresh juices, milk, cream and fruits must be covered and refrigerated. All glasses, jugs, ashtrays, cups, saucers should be checked for chips. All tables and bar stools must be cleaned. Check that all electrical equipment is switched off and operating correctly. Check the fridges and ice makers. Re-stock the bar for the next shift. Check that you have all necessary disposable items, mixers, glasses, garnishes for the next shift.

7 MARKING GUIDELINE -7- NC1180(E)(M4)V Inform the supervisor, maintenance department Place an out of order sign on the ice machine. Complete a maintenance request form. Any (2) Personal hygiene Uniforms and protective gear Hygienic methods of work. The specific cleaning programmes for the area that they will be responsible for. The use of various chemicals. The use of equipment to be used in cleaning. If products are changed the staff should be trained again. Trained on how to clean various items in their area of responsibility. How often to clean items Use protective gloves or clothing. Staff should be trained in the use of various chemicals and must know the properties as some chemicals are highly flammable. Read the labels very carefully to avoid burning the skin or damaging surfaces. Check for the instructions to dilute chemicals. Do not mix chemicals. Chemicals should never be placed in unmarked containers as this may lead to staff using them which could lead to accidents and injury. QUESTION Check the packaging for any damage. Check that the amount of stock ordered is the amount that was received. Check for signs of contamination and container damage. Check for water stained, dented, crushed, taped, bulging, leaking canned goods. Check carefully that the crates, boxes or bottles are full and not leaking. If there is any damage it should return to supplier. Any (6)

8 MARKING GUIDELINE -8- NC1180(E)(M4)V Yes the store looks organized. All like products are stored together. All items should be stored on the shelves or on pallets on the ground boxes are on the floor and if the floor is cleaned the boxes will get wet. The space in the store is very limited for any movement with a trolley. The items are packed very high on the shelves care should be taken when removing items from high shelving. A step ladder should be used. Looks as if there are heavy items on the top shelf. The area must be dry and free from damp The shelving must be metal or plastic. Shelves must be clean (Evaluation - 1; Motivation - any 5) (6) A product specification is a document listing the product name, The intended use Its grade, size and other product characteristics. It includes general instructions regarding delivery, payment procedures. It tells the supplier exactly what the buyer wants. Any (3) 10.4 Product specification is important because there are such a wide variety of products available on the market. A buyer can purchase and the supplier will know exactly what is required. Used to control stock into its various types. The establishment can control which brands can be purchased by that establishment. Any (2) 10.5 Issuing of stock A requisition form must be completed and must be presented to the store manager for stock to be released. The name of the product as it appears on the stock sheet must be on the requisition form. There will be a specific time when the storeroom will be opened which enables stores to work in an efficient manner. Another way to work is that all requisition forms must be handed in at a certain time. This gives the storekeeper and his team time to prepare each requisition. Only one requisition should be handled at a time to prevent confusion. Check that the requisition has been correctly completed as a control measure. If any items are not available cross out on the requisition and make a note.

9 MARKING GUIDELINE -9- NC1180(E)(M4)V 10.6 To ensure that product quality is maintained. Use older products before new stock. Expiry dates are checked in this way. Any (2) 10.7 There should always be a minimum and a maximum stock level to prevent the running out of essential supplies. By planning well, the manager should know what he/she will need. Keep an eye on stock items to check availability. Any (2) QUESTION Agenda Meeting of Events for Africa Date: 12 February 2010 To be present: J. Samuals (Chairperson) R. Reeves (Secretary) K. Manual (Financial officer) P. James (Events coordinator) S. Silver (Staff recruitment) L. Peters (Head chef) 1. Welcome 2. Attendance register and apologies 3. Discussion points for the upcoming 21 st function. Date of function. Number of guests Menu Price Venue Decoration Number of staff required 4. Other matters Date of next meeting 6. Closure Any 4 discussion points on the agenda (8)

10 MARKING GUIDELINE -10- NC1180(E)(M4)V Depends on what you want to accomplish in the meeting. Those who attend the meeting should be those who are able to contribute to the required outcomes of the meeting. Those who are authorized to make decisions. They must have the expertise about the project being discussed. They must have some involvement Should share the values of the organization Accurate capturing of the discussion. Clearly indicate the decisions taken. Action points so that it can be filled in with a persons name who has volunteered to do the task Use a clear format so that the minutes are easy to read. A reader should be able to scan the minutes to identify any tasks he/she has to take responsibility for. Minutes should accurate. It should be distributed within 48 hours so that participants can read while the information is still fresh Allocate time to each point on the agenda. Stay on schedule by reminding the participants of the time left for discussion on a particular point. The chairperson must keep the meeting focused at all times. When people ramble on or go off the point bring the meeting back to the point of discussion Any (3) Builds leadership skills throughout the team. Increases awareness of how demanding chairing a meeting can be. Avoids overburdening one member of the team with these duties. (3) Keep conversations focused on the topic. Feel free to ask for only constructive and non-repetitive comments. Tactfully end discussion if they are getting nowhere or becoming destructive and unproductive. Any (2)

11 MARKING GUIDELINE -11- NC1180(E)(M4)V QUESTION Glasses Brandy balloon Irish coffee glass Tumbler/juice/water Champaign flute Champaign saucer Sherry Red wine Beer (8) 12.2 Information on the wine label: Country of origin Area of origin Quality standard Name and address of producer or brand owner Bottle content Alcohol content The term wine The term domain Wine and Spirit Board authenticity seal (8) 12.3 Opening mise-en place for the serving of wine. Glasses clean, dry and polished Wine lists clean, up to date and ready to give to customers Corkscrew or waiter s Friend ready Ashtrays clean and ready in smoking section (3) Describe the following modern coffee service styles Espresso: Traditional strong black coffee Cappuccino: Espresso coffee topped with steamed, frothed milk, often finished with a sprinkle of chocolate (powdered or grated) Café Latte: Shot of espresso with hot milk, with or without foam Filter coffee: Traditional method of making coffee, in a pot. Served with hot/cold milk or cream Irish coffee: Coffee with a dash of Irish whiskey, and double cream on top Iced coffee: Chilled regular coffee (no ice) (6) TOTAL SECTION B: 150 GRAND TOTAL: 200