NATIONAL CERTIFICATE (VOCATIONAL) HOSPITALITY SERVICES NQF LEVEL 3 SUPPLEMENTARY EXAMINATION 2010

Transcription

1 NTIONL ERTIFITE (VOTIONL) HOSPITLITY SERVIES NQF LEVEL 3 SUPPLEMENTRY EXMINTION 2010 ( ) 16 March (X-Paper) 09:00 12:00 This question paper consists of 15 pages and a 3-page answer sheet.

2 ( ) -2- N1170(E)(M16)V TIME: 3 HOURS MRKS: 200 INSTRUTIONS N INFORMTION nswer LL the questions. Read LL the questions carefully. Number the answers according to the numbering system used in this question paper. Write neatly and legibly.

3 ( ) -3- N1170(E)(M16)V SETION QUESTION 1 Various options are given as possible answers to the following questions. hoose the answer and make a cross (X) in the block next to the question number ( ) on the attached NSWER SHEET. 1.1 When re-stocking drinks for the bar, it is important to use the FIFO principle. What do you understand by it? First in few out Final in first out First in first out Few in few out (1) 1.2 Why should a high level of security control be kept in a cellar storeroom? To prevent time constraints To have accurate stock controls To make ease of access To help avoid contamination (1) 1.3 You should deal with difficult guests in the following way: Verbally abuse them e rude e understanding and assist wherever you can Tell them to leave (1) 1.4 In order to serve customers promptly, you should... identify their needs and ignore them. identify their needs and seat them comfortably. identify their needs and ask the manager to help them. identify their needs and give them condiments. (1) 1.5 portion size for vegetables should be ml. 250 ml. 300 ml. 350 ml. (1)

4 ( ) -4- N1170(E)(M16)V 1.6 To ensure that drinks are served within the correct time frame a waiter should... (i) (ii) (iii) (iv) check which drinks are in stock. have all relevant waiter's aid. ensure that the drink portions are correct. when guests have finished a drink recommend another. (i) (ii) (iii) (ii) (iii) (iv) (i) (ii) (iv) (i) (iii) (iv) (2) 1.7 You should deal with waste in the following way: roken glass should be thrown in the same bin as other kitchen waste. Glass should be collected and stored in a container specially used for glass collection. shtrays should be emptied into a fireproof container. o not use disposable bags in bins. (1) 1.8 Par stock is known as maximum stock level. maximum and minimum stock levels. minimum stock level. how full the containers must be. (1) 1.9 service method where customers serve themselves or are partly assisted and counters are placed in such a way that there is never a pile-up of customers: ounter Free-flow afeteria arousel (1) is a round silver tray used to serve drink and carry glasses. server service plate salver servery (1)

5 ( ) -5- N1170(E)(M16)V 1.11 Which accompaniments are suitable for serving with fish? (i) (ii) (iii) (iv) aked potatoes ous-cous Salad Vegetables (i) (ii) (iv) (ii) (iii) (iv) (i) (iii) (iv) (i) (ii) (iii) (2) 1.12 Which of the following condiments are suitable for serving with fish? (i) (ii) (iii) (iv) Tomato sauce Tartar sauce Salt Salad dressing (i) (iii) (iv) (i) (ii) (iii) (i) (ii) (iv) (ii) (iii) (iv) (2) 1.13 You should report spillages to your supervisor, as soon as possible, for the following reasons: (i) (ii) (iii) (iv) Replacing spilled stock affects the stock control procedures of the establishment and its profit as more stock will have been used than received. Replacement stock may need to be ordered. Request permission to handle the bill as an account. It may be possible to recover some of the cost of the spillages, if adequate records are kept. (i) (iii) (iv) (ii) (iii) (iv) (i) (ii) (iii) (i) (ii) (iv) (2) 1.14 Equipment that is needed to set up the drink services may include: (i) (ii) (iii) (iv) Range of glasses for serving different cold drinks Utensils, e.g. cocktail stirrers, bottle openers lenders, e.g. for making smoothies Lemon slices or pineapple wedges (i) (ii) (iii) (i) (iii) (iv) (ii) (iii) (iv) (i) (ii) (iv) (2)

6 ( ) -6- N1170(E)(M16)V 1.15 Portion sizes for a variety of drinks: For white wine, the glass will be 2/3 full For red wine, the glass will only be 1/3 full For beer, the glass will be 2,5 cm of foam on the top Spirits will be measured using a tot measure (20 ml) and you can order a single (1) [20] QUESTION 2 Indicate whether the following statements are TRUE or FLSE. hoose the answer and write only 'true' or 'false' next to the question number ( ) in the NSWER SHEET. EXPLIN why you do NOT GREE with the 'false' statements Kegs and gas cylinders need to be stored in a safe and secure area, free from unauthorised access. Keep machinery guarded, especially sharp edges and blades. When receiving stock, put it on a trolley and pull the trolley. Never push the trolley. read items should be removed from the table before dessert is served and must be used again if the customer has not used them. hemicals can be stored in vinegar bottles to save space in an overcrowded storeroom. ccording to the Occupational Health and Safety ct, guests and staff should be safe in the area they are visiting or working in. If you break a glass, you first concern should be to get another glass. clean service area will create a negative impression because you seem to be too busy all the time. offee is normally served from the right. Soft drinks may also be decorated with stirrers and miniature umbrellas to give them a cocktail appearance. When a menu is displayed to customers, it is not necessary for staff to know the menu. From the food safety and food hygiene viewpoint, the cleanliness of an area, such as store rooms and shelves where food and drink are stored, is extremely important. fter equipment has been repaired, it may be used immediately. [20]

7 ( ) -7- N1170(E)(M16)V QUESTION 3 Give one word/term of each of the following descriptions. Write only the term next to the question number ( ) on the attached NSWER SHEET refreshing, non-alcoholic cocktail Recommending extra items to guests to make their dining experience more pleasurable The physical count of stock, in all stores, to check if it is the same as recorded on the stocklist Refers to the level of stock that is consumed by customers and calculated over a given period The person responsible for taking orders of wines, spirits, beers and soft drinks and serves them to guests take-away service where the customer sits in his/her car and places an order. list of tasks written up so that the staff knows which tasks to do first list of dishes prepared by an establishment from which a customer may choose ny drink product that is not fit to be served The transfer of bacteria from one item to another [10] QUESTION 4 omplete the following sentences by filling in the missing word(s). Write only the word(s) next to the question number ( ) on the attached NSWER SHEET When telling customers about specials and other drinks available, be careful not to use high pressure. Effective, regular... is necessary to maintain a fresh atmosphere in the cellar and keep it free from contamination. ellars, storerooms, receiving areas and dispatch areas should be locked when not in use to prevent... access. The received linen must be moved to the appropriate storage area, using where possible, a..., if items are too heavy to handle.

8 ( ) -8- N1170(E)(M16)V should be kept to keep track of the quantity of clean linen issued from the storeroom and the quantity of dirty linen returned to the laundry Security... are invaluable in car parks, foyer areas and hallways where a large area can be monitored.... rooms are usually done first, unless there are early make-up rooms. Maintain stock sheet... for all areas and items, so that you know exactly what you have available. Most organisations have standing... with specific suppliers, with regards to cost, consistency and quality considerations. Hot food must be kept in a cabinet where the temperature is maintained at above.... [10] QUESTION MTHING ITEMS: hoose the description from OLUMN to match the type of tea in OLUMN. Write only the letter ( F) next to the question number ( ) in the NSWER OOK. OLUMN OLUMN hinese tea Earl Grey tea Rooibos tea Iced tea Indian/eylon tea South frican tea that is brewed in the Western ape. It contains little tannin and no caffeine and is medicinal, especially for allergic conditions it is more delicate in flavour and aroma than any other tea and does not have a full bodied flavour a mixture of arjeeling and hinese tea, flavoured with bergamont which gives it a very distinctive flavour this is a very refreshing drink on a hot summer s day E these teas are gaining popularity as they contain no caffeine and can be used for medical purposes F it has a light, golden colour and delicate flavour (5)

9 ( ) -9- N1170(E)(M16)V 5.2 omplete the TLE below, by giving ONE example of a possible solution on how to deal with the following complaints of customers. omplete the TLE on the attached NSWER SHEET. OMPLINTS SOLVE THE PROLEM The guest asks for an extra portion of chicken breast The food service spoons are all dirty The guest says his chocolate mousse is off customer has an allergic reaction to the Greek salad There are no more roast potatoes left on the buffet (5)

10 ( ) -10- N1170(E)(M16)V 5.3 MTHING ITEMS: hoose a drink service item from OLUMN that matches the picture in OLUMN. Write only the letter ( F) next to the question number ( ) in the NSWER OOK. OLUMN OLUMN hurricane flute iced tea E martini highball F tulip (5) TOTL SETION : 75

11 ( ) -11- N1170(E)(M16)V SETION QUESTION You waste time and irritate customers if they have to wait for service or are served unacceptable drinks owing to incorrect conditions in the cellar/storeroom Give TWO main reasons for maintaining a constant level of stock. Which tools would be the best to secure the cellar and beverage storeroom? Name TWO. Name THREE types of equipment that need to be cleaned in the cellar. It is important that returned items, for example, ullages and empty bottles be packed correctly. Why? (2) (2) (3) (3) Explain how you would load a tray with a drinks order. offee is always served from the right-hand side of the guest. (3) iscuss SIX appropriate steps that one should follow when serving coffee during the silver service method. What items or condiments should you place on the table before or when serving coffee? ifferent establishments may have different ways of taking drink orders from customers. List THREE reasons for taking an order correctly. (6) (3) (3)

12 ( ) -12- N1170(E)(M16)V 6.4 What will the impact on guests be, if they are NOT greeted appropriately or their needs NOT identified? (3) 6.5 One of the restaurant manager/headwaiter s main roles is to allocate responsibility to each staff member. List FOUR other roles of headwaiter. (4) [32] QUESTION Give an example where the carousel counter service is used. (1) 7.2 Explain how the carousel counter service works. (3) 7.3 Which religious groups have particular observances relating to alcohol? (4) 7.4 Name THREE ranges of packaging used in take-away restaurants. (3) 7.5 Hygiene is the most important measure for ensuring that food will not be detrimental (bad) to the health of any person. What are the THREE implications of NOT adhering to good hygiene practises? (3) 7.6 Give TWO recommended ways to improve the service level for distant customers. (2) 7.7 It is important that the level of service items be maintained so that customers are able to see all the stock that is available. It helps staff not to waste time looking for service items that have run out. Why should stock of service items be replenished all the time? (2) 7.8 high level of cleanliness is required in all take-away establishments. iscuss the importance of keeping the service area clean. (2) 7.9 How would you handle the following unexpected situations, during take-away service? Shortage of food service items Guests complaining about the temperature of food (2) (3) [25]

13 ( ) -13- N1170(E)(M16)V QUESTION Name THREE reasons why stock should be rotated on a regular basis. (3) 8.2 What do you think will happen if security is not maintained in the storage area? (4) iscuss the importance of handling cleaning chemicals, machinery and equipment safely. Various items need to be moved to the appropriate storage areas. If these items can be moved without a trolley, explain FOUR precautionary measures that can be followed to transport bulky items safely. (4) (4) 8.5 Why would different quality checks be done for different products during delivery? (4) 8.6 How would you handle the following unexpected situations? etergent spillage Leaking air conditioning in a hotel (2) (2) [23] QUESTION You are the room attendant at the Sun International Hotel. You are responsible for cleaning five rooms numbered The room status report for the day is as follows: ROOM NUMER STTUS 201 Stay over 202 hecked out 203 Early make up 204 Out of service room 205 ue out room

14 ( ) -14- N1170(E)(M16)V In which order will you clean the rooms? (5) Explain why it is important to follow the work routines and sequences kept by your department. Indicate what items are needed when setting up and checking a housekeeping trolley. (5) (5) Explain the importance of inspecting completed work and work areas. iscuss FIVE ways of dealing with customers in a polite and friendly manner when on housekeeping duty. Explain why it is important to follow work routines and sequences in your establishment. (3) (5) (4) [27] QUESTION Quality control procedures are important to prevent linen items from being damaged and to ensure that correct standards are maintained. It is very important for an establishment to keep good quality linen. Explain the importance of completing the necessary documentation when receiving linen. (2) 10.2 iscuss how to store linen in accordance with organisational and quality control procedures. (5)

15 ( ) -15- N1170(E)(M16)V 10.3 Explain the importance of completing work in an organized and efficient manner when maintaining linen supply. (5) Give THREE reasons why it is important to keep the linen-receiving area clean and tidy from pest infestation. Which THREE factors could influence the par-level of linen for a specific establishment? (3) (3) [18] TOTL SETION : 125 GRN TOTL: 200

16 ( ) -16- N1170(E)(M16)V NSWER SHEET EXMINTION NUMER: QUESTION 1 MULTIPLE-HOIE QUESTIONS [20] QUESTION 2 TRUE OR FLSE [20]

17 ( ) -17- N1170(E)(M16)V QUESTION 3 ONE WOR/TERM(S) [10] QUESTION 4 FILL IN THE MISSING WOR: [10] QUESTION MTHING ITEMS (5 1) (5)

18 ( ) -18- N1170(E)(M16)V 5.2 ELING WITH OMPLINTS (5 1) (5) 5.3 MTHING ITEMS (5 1) (5) TOTL SETION : 75