GRADE 12 NATIONAL SENIOR CERTIFICATE

Transcription

1 GRADE 12 NATIONAL SENIOR CERTIFICATE SENIOR CERTIFICATE GRADE 12 HOSPITALITY STUDIES NOVEMBER 2014 MARKS: 200 TIME: 3 hours This question paper consists of 18 pages.

2 Hospitality Studies 2 DBE/November 2014 NSC INSTRUCTIONS AND INFORMATION 1. This question paper consists of FOUR sections. SECTION A: Short questions (all topics) (40) SECTION B: Kitchen and restaurant operations Hygiene, safety and security (20) SECTION C: Nutrition and menu planning Food commodities (80) SECTION D: Sectors and careers Food and beverage service (60) Answer ALL the questions in the ANSWER BOOK. Number the answers correctly according to the numbering system used in this question paper. Write neatly and legibly.

3 Hospitality Studies 3 DBE/November 2014 NSC SECTION A QUESTION MULTIPLE-CHOICE QUESTIONS Various options are given as possible answers to the following questions. Choose the answer and write only the letter (A D) next to the question number ( ) in the ANSWER BOOK, for example B. EXAMPLE: A good source of vitamin C is A B C D milk. oranges. meat. bread. ANSWER: B The technique of pouring warm brandy over crêpes Suzette and setting it alight is called A B C D frappé. fromage. flambé. fumet. (1) causes a tingling sensation in a guest's mouth: A B C D Coffee and tea Raisins and sultanas Broccoli and cauliflower Prawns and shrimps (1) Canapés are A B C D small pieces of garnished toast. cold snacks with a variety of fillings. puff pastry baskets filled with cream. rich unsweetened custard pies. (1) A method used to melt chocolate is... A B C D scalding. steaming. boiling. tempering. (1)

4 Hospitality Studies 4 DBE/November 2014 NSC The standard quantity in which a product is ordered for the kitchen is known as a/an unit. A B C D costing supply purchase inventory (1) A selection of wine served with fish: A B C D Chardonnay and Pinot Noir Chardonnay and Riesling Sauvignon and sherry Sauvignon and Merlot (1) A chemical that is used in food preservation: A B C D Tartaric acid Bicarbonate of soda Phosphoric acid Salicylic acid (1) Liquor may not be served to persons under the age of years. A B C D (1) Porterhouse steak is cut from the A B C D fillet. silverside. T-bone. rump. (1) A revenue-generating area in an accommodation establishment is the... department. A B C D marketing laundry finance security (1)

5 Hospitality Studies 5 DBE/November 2014 NSC 1.2 MATCHING ITEMS Choose a description from COLUMN B that matches the word/term in COLUMN A. Write only the letter (A M) next to the question number ( ) COLUMN A TERMS/WORDS Binding Marbling Rigor mortis A B COLUMN B DESCRIPTIONS changes that take place within the muscle fibres after the animal is slaughtered dredging meat in seasoned flour before dipping it in egg Cold shrinkage C deep frying meat at high temperatures Ripening Marinating Basting D E immersing meat in flavoured liquid to enhance taste and texture tying meat with string and securing it with knots at regular intervals Electrical stimulation Larding Breading F G H spooning melted fat over meat during roasting covering meat with thin slices of bacon hanging meat after slaughtering for a period of time to make it tasty and tender I rapidly cooling a warm carcass in order to ensure muscle contraction J rapidly cooling meat to avoid shrinkage K fat distributed throughout the muscle L inserting strips of fat into meat M frying meat at a low temperature to brown the surface (10 x 1) (10)

6 Hospitality Studies 6 DBE/November 2014 NSC 1.3 ONE-WORD ITEMS Give ONE word or term for each of the following descriptions. Write only the word/term next to the question number ( ) in the ANSWER BOOK A system that allows meal charges to be transferred to the room accounts of guests Ice cream on a sponge cake base covered with meringue A traditional South African dessert where a hot sweetened cream and butter sauce is poured over the warm sponge base The bacteria that will affect raw chicken if handled incorrectly A slow method of cooking food in a pot with a tightly fitting lid Applying egg wash on pastry before cooking to ensure an attractive appearance A deep fried choux paste, piped into long fingers, covered with sugar and cinnamon A service style in which food is served in portions An enterprise that has a well-established name and is an approved way of starting a small business A pastry shell that is baked and later filled (10) 1.4 SELECTION ITEMS Select the correct responses for each of the following. Write only the letters (A E) next to the question numbers (1.4.1 and 1.4.2) in the ANSWER BOOK Identify TWO desserts made from dairy products that a diabetic person should avoid: A B C D E Lemon meringue pie made with condensed milk A blueberry smoothie made with skim milk Passion fruit with soya cream Caramel fudge ice cream Panna cotta with evaporated milk (2)

7 Hospitality Studies 7 DBE/November 2014 NSC Identify THREE characteristics of good quality pork: A B C D E The flesh is greyish pink The flesh is a bright red colour Fat is white to creamy white Texture is firm and should not leave a dent when pressed Bones are white and porous (3) 1.5 Study the drinks below and answer the questions that follow. Monis Medium Cream; Virgin Mary; Chardonnay; Claret; Merlot; Pinotage; Kahlua; Chenin Blanc; Sauvignon Blanc; Mahewu From the list above, select each of the following: THREE red wines (3) TWO white wines (2) TOTAL SECTION A: 40

8 Hospitality Studies 8 DBE/November 2014 NSC SECTION B: KITCHEN AND RESTAURANT OPERATIONS HYGIENE, SAFETY AND SECURITY QUESTION Study the extract below and answer the questions that follow. The staff at the Terrace Restaurant is not functioning well as a team. Each staff member has his/her own idea about the job descriptions and the running of the restaurant. This creates a lot of friction. No special bonuses have been given to the staff because the restaurant has not been very profitable Explain how it will be possible to establish good working relationships at the Terrace restaurant. (5) Suggest how good customer care and service excellence by the maître d' can increase the profit of the restaurant. (3) 2.2 Tuberculosis is a global issue. Explain the impact that this will have on the hospitality industry. (4) 2.3 Discuss the benefit of using computer technology in the administration of the housekeeping department. (4) 2.4 Read the statement below and answer the question that follows. A tour leader is taking a group of tourists to Brazil to watch the Soccer World Cup. Recommend the procedure that should be followed by the tour leader when checking-in the group. (4) TOTAL SECTION B: 20

9 Hospitality Studies 9 DBE/November 2014 NSC SECTION C: NUTRITION AND MENU PLANNING FOOD COMMODITIES QUESTION Study the dishes below and answer the questions that follow. Roast Beef Boucheés Chutney Chicken with Asparagus and Green Bean Salad Glazed Pork Steaks with Salsa Peach and Coconut Trifle Name the pastry used for the roast beef boucheés. (1) List FIVE rules to follow when mixing the pastry in QUESTION (5) Suggest ONE other sauce that may be served with the glazed pork steaks. (1) Substitute the coconut in the trifle with TWO suitable nuts. (2) Recommend THREE types of meat of feathered game that can be used as fillings for the boucheés. (3) Evaluate the suitability of any THREE of the above dishes for a pollo-vegetarian. (6) Identify ONE dish that will NOT be acceptable for Hindus. (1) Suggest THREE other dishes that you will prepare for Hindu guests. (3)

10 Hospitality Studies 10 DBE/November 2014 NSC 3.2 Study the recipe below and answer the questions that follow. THREE BEAN SALAD (Serves 8) INGREDIENTS 250 ml cooked red kidney beans 250 ml cooked chickpeas 250 ml cooked green beans 15 ml mixed fresh herbs 1 onion, finely chopped 125 ml vinaigrette dressing Name ONE important nutrient found in the beans. (1) Explain the procedure that should be followed when preparing dried beans for cooking. (3) Give a reason why salt is added to the dried kidney bean at the end of the cooking process. (1)

11 Hospitality Studies 11 DBE/November 2014 NSC 3.3 Study the picture below and answer the questions that follow. Strawberry Cheesecake The chef made a gelatin topping with fresh strawberries State TWO types of gelatine that can be used to prepare the topping. (2) Explain THREE precautionary measures that the chef had taken in order to ensure the setting of the gelatine topping. (3) Give TWO reasons why you should add the strawberries only after the topping has partially set. (2) 3.4 You are the supplier of homemade fig jam to the local food market. Design a label for your jam bottle. Include SIX important aspects that should appear on the label. (6) [40]

12 Hospitality Studies 12 DBE/November 2014 NSC QUESTION Study the photographs below and answer the questions that follow. A. PARIS BREST B. PASTRY CASE Compare PASTRY A and PASTRY B under the following headings: (a) (b) (c) Type of pastry used Temperatures when baking Characteristics of the end product (2) (2) (4) Give TWO examples of products that can be prepared using the pastry in PHOTOGRAPH A (2)

13 Hospitality Studies 13 DBE/November 2014 NSC 4.2 Study the photograph below and answer the questions that follow Identify the dish in the photograph. (1) Suggest a sauce that can be served with the dish. (1) Indicate the size of the portion that you would serve per guest. (1) Explain the following processes that are applied during the preparation of the dish: (a) Trimming (b) Searing (4) Define the term barding. (1) Explain why it is important to bard game meat. (2)

14 Hospitality Studies 14 DBE/November 2014 NSC 4.4 Study the extract below and answer the questions that follow. DURBAN ICC The Durban ICC is a popular venue for hosting international and local conferences. They also host many smaller functions. An informal function for 100 guests is planned for 24 December The following information will be used to calculate the price of this function: Food cost: R7 500 Labour cost: R2 200 Overhead cost: R1 500 Profit: R Name the type of informal function that is most suitable for the occasion. (1) State THREE advantages of the function mentioned in QUESTION (3) Calculate the following costs using the prices above. Show ALL the calculations. (a) Total price of the function (3) (b) Gross profit (3) (c) Cost per person (2) Suggest FOUR additional charges that the ICC can include on their quotation form for the informal function. (4) Conferencing has a positive impact on the South African economy. Discuss this statement. (4) [40] TOTAL SECTION C: 80

15 Hospitality Studies 15 DBE/November 2014 NSC SECTION D: SECTORS AND CAREERS FOOD AND BEVERAGE SERVICE QUESTION Study the extract below and answer the questions that follow. Registered company name: Business profile: Number/Profile of employees: BUSINESS PLAN Elaine's Bakery Elaine has been in business for 5 years and distributes biscuits, cakes and bread to restaurants and shopping outlets. 1 owner 1 marketing manager 1 financial manager 3 pastry chefs 2 cleaners 2 security guards Financial plan: Income Sales per month Expenditure Salaries Advertising Food cost Packaging Rent Profit Sales Contact details: Business No.: Address: 10 Longsdale Street King William's Town List THREE criteria that Elaine's Bakery needs to consider when developing a marketing tool. (3) Discuss the use of packaging by Elaine's Bakery. (4) Evaluate the financial plan of Elaine's Bakery. (8) 5.2 State ONE role of each of the following staff members of Elaine's Bakery: Marketing manager (1) Finance manager (1) 5.3 Briefly discuss the interrelationship between the marketing and finance departments. (4)

16 Hospitality Studies 16 DBE/November 2014 NSC 5.4 Security personnel play an important role in Elaine's Bakery. Explain why. (4) 5.5 Explain the following concepts: Rack rate (1) Revenue-generating area (2) Entrepreneurship (2) [30]

17 Hospitality Studies 17 DBE/November 2014 NSC QUESTION Study the photograph below and answer the questions that follow. HIGH TEA AT THE LORD CHARLES RESTAURANT The tea in the above picture is made with loose leaves. Comment on the tea service. (3) While the waiter was serving the tea he accidentally spilled it on a guest's dress. Explain how to handle the situation. (4) Name TWO special types of equipment used to serve cake with the tea. (2) Determine the action that the restaurant should take if the urn used to boil water for the tea suddenly stops working. (3) Describe the clearing techniques that the waiter will use after the guests have left the restaurant. (3) Suggest THREE general guidelines to consider when choosing wines for a meal. (3) State THREE regulations for selling wine with meals on the premises. (3)

18 Hospitality Studies 18 DBE/November 2014 NSC 6.3 Study cocktails A and B below and answer the questions that follow. A B Identify the mixing method used to prepare A and B. (2) Name TWO types of equipment that can be used to prepare the cocktail in photograph B. (2) Suggest ONE additional garnish/decoration that can be used for the cocktail in photograph B. (1) Give the barman FOUR hints on how to prepare the cocktail in photograph A. (4) [30] TOTAL SECTION D: 60 GRAND TOTAL: 200

19 NATIONAL SENIOR CERTIFICATE SENIOR CERTIFICATE GRADE 12 HOSPITALITY STUDIES NOVEMBER 2014 MEMORANDUM MARKS: 200 This memorandum consists of 17 pages.

20 Hospitality Studies 2 DBE/November 2014 NSC Memorandum SECTION A QUESTION MULTIPLE-CHOICE QUESTIONS C D A/B B C A/B D A B/C/D B (10) 1.2 MATCHING ITEMS E K A I/J H D F I/J L B (10) 1.3 ONE-WORD ITEMS point of sale /POS baked Alaska malva pudding salmonella stewing glazing Churros/sonhos plated/plating/silver/english franchise baking blind/blind baking/vol au vent/ bouchee/ barquette/short crust shell (10)

21 Hospitality Studies 3 DBE/November 2014 NSC Memorandum 1.4 SELECTION ITEMS A D E (Any 2) A C D (5) Claret / Pinotage / Merlot (3) Sauvignon blanc / Chardonnay / Chenin Blanc (Any 2) (5) TOTAL SECTION A: 40

22 Hospitality Studies 4 DBE/November 2014 NSC Memorandum SECTION B: KITCHEN AND RESTAURANT OPERATIONS HYGIENE, SAFETY AND SECURITY QUESTION Show tolerance by recognising others in the establishment - Show support and accept others/ respect - Willingness: They must be prepared to work with others/ - Display fairness/honesty with the team - Co-operating with one other - Work toward the same objectives - Everyone pulling their weight - Sharing successes and failures - Clarify the job description of each staff member. - The employer to give incentives to improve working relations - Talk to each other/communication - Objectivity: Do not be biased against other people - Ask for help when needed - Understanding: have some thought for your fellow workers and do not be selfish. - Teamwork: practice to work together/do team building exercises - Positive attitude: Enjoy working with each other. (Any 5) (5) The maître d' should make a good impression in order attract clients. - Ensure that the guest is satisfied and will become a loyal customer for return business - A satisfied customer will be willing to pay for the service which will result in boosted profits - Good service by the maître d' can lead to positive word of mouth attracting more customers - More customers will bring in more money (Any 3) (3) Lower productivity, work will not be done on time or to the expected standard. - Increases absenteeism, as sick workers are not fit to work - Jobs are created - Costs incurred in retraining and rehiring workers - Low employee morale where other workers have added work because of staff shortages - Workflow disruption - Inhibits/ decreases economic growth (Any 4) (4) Data from the reception is sent to the housekeeping section. - Improves housekeeping coordination, increases efficiency, improving guest service - At a glance the housekeeping department is able to determine the number of rooms that need to be prepared for check-in guests/ Saves time/quicker

23 Hospitality Studies 5 DBE/November 2014 NSC Memorandum - The reception is able to see how many rooms are available for new bookings. - Guest requests can be viewed by housekeeping e.g. extra cot in room. - More accurate information - Assists with stock taking (Any 4) (4) Identification numbers /passport numbers/copies of passports - Fill in a registration card - Sign printed copy of registration form - Number of guests in the group - List of guest names and allocation of the rooms keys/cards/codes - Contact details: telephone number, address, address - Credit card details may be required additional costs - Type of room requested by tourists : smoking or non-smoking, single or double, room views - Updating additional costs/extra services - Confirmation of the group booking (Any 4) (4) TOTAL SECTION B: 20

24 Hospitality Studies 6 DBE/November 2014 NSC Memorandum SECTION C: NUTRITION AND MENU PLANNING FOOD COMMODITIES QUESTION Puff (1) Measure ingredients accurately - Keep work surface, ingredients, utensils and hands ice cold - Handle the dough lightly - Use minimum flour when rolling - Incorporate as much air as possible, roll and fold - Détrempe should be rolled in a rectangle of even thickness - Place butter in centre of dough - Fold dough around the butter enclosing it completely - Roll the block of dough and butter into an even rectangle - Fold the dough into a business letter - Fold dough into three and pinch the open edges together to trap the air - Don't stretch the pastry - Rotate block of dough 90% on the work surface - Roll out again and fold again. - Rest and chill pastry for 30 minutes after each stage of making and assembling - Repeat rolling process 4 5 times (Any 5) (5) Apple Gravy Raisin Mustard Cranberry Sauce Robert (Any 1) (1) almonds - brazil - cashews - hazelnuts - macadamia - pecan - pistachio - walnuts - peanuts (Any 2) (2)

25 Hospitality Studies 7 DBE/November 2014 NSC Memorandum pigeon - quail - wild goose - ostrich - pheasant - guinea fowl - wild duck - partridge - emu (Any 3) (3) Roast beef is not suitable because pollo-vegetarians exclude red meat. - Chutney chicken is suitable, pollo-vegetarians include poultry, milk products, eggs and vegetables. - Grilled pork not suitable because they do not eat pork. - Peach and coconut trifle is suitable, allowed to eat dairy and fruit. (Any 3 of the above statements) (3x2) (6) Roast Beef Boucheés, Glazed Pork, Chutney chicken, Peach and Coconut Trifle (Any 1) (1) Vegetable lasagne - Vegetable breyani - Grilled tofu - variety of vegetable soups - vegetable patties - salad/ vegetarian starter - dessert (Any dish that excludes beef or pork) (3) Protein - Carbohydrates - Fibre (Any 1) (1) Sort the beans to remove impurities, broken pieces, stones - Wash to remove dirt / Place the beans in a bowl, cover with water and remove any skin or items that might float to the surface - Boil the beans rapidly for 3 minutes, remove from the heat, set aside for 1 hour OR Place the beans in a bowl and cover with cold water and soak overnight - Drain the beans and discard the soaking liquid - Rinse under running water (Any 3) (3) Salt will react with the starch in the beans causing them to harden - Salt will slow the cooking process (Any 1) (1)

26 Hospitality Studies 8 DBE/November 2014 NSC Memorandum Leaf/Sheet - Powdered/Granulated (Any 2) (2) Gelatine must be measured correctly/correct proportion - Gelatine should be hydrated, dispersed properly - Chef must ensure that the cheesecake is first properly set - Put gelatine mixture to partially set in the fridge (Any 3) (3) To prevent the fruits from sinking to the bottom/or going to the top - Ensures uniform distribution of fruit - Enhance the appearance/garnish (Any 2) (2) 3.4 Example: Mike's Homemade Products (brand name) Fig Jam (name of food product/product name) Description of the product e.g. whole, smooth 44 Sandton Drive, Johannesburg, South Africa (name and address of supplier) Figs, sugar, water (ingredient list) Refrigerate after opening (instructions for use) Produced in an area which uses peanuts. (allergens) Manufacture date 410 g (weight) (Bar code) /04/15 (use by, best before) (consumer feedback) (only one mark per heading) (1 mark for design and Any 5 marks for information) (6) [40]

27 Hospitality Studies 9 DBE/November 2014 NSC Memorandum QUESTION (a) A: Paris Brest: Choux B: Pastry case: Puff (2) (b) A: Paris Brest: initial 200 C/220 C reduced to 180 C B: Pastry case: 220 C /230 C (2) (c) A. Paris Brest - crisp - hollow and dry inside - light in weight - light brown in colour - well puffed - even sized (Any 2) B. Pastry case - light - flaky layers - light golden brown in colour - uneven surface - rich, delicate taste (Any 2) (4) cream puffs - croquembouche - gateau St Honore - beignets - churros/sonhos - éclairs - profiteroles - swans - gougere - gnocchi (Any 2) (2) Crown roast (1) Mint sauce - Brown gravy/jus lie - Apple jelly (Any 1) (1) g/ 200g - 250g / 1 to 2 chops per person (1) A Trimming - neatens the meat and clean the bones - a sharp knife is used to remove excess fat and sinew B Searing - Browning the meat at high temperatures surface is browned creating a desirable flavour / and colour (4)

28 Hospitality Studies 10 DBE/November 2014 NSC Memorandum Process of covering the surface of meat with thin slices of bacon or fat. (1) Game meat is lean therefore it is very dry - Barding prevents the meat from drying out - Moistens the meat - Adds flavour to the meat - Improves the appearance (Any 2) (2) Cocktail function, finger lunches (Any 1) (1) Little or no utensils are required - Inexpensive - Large number of people can be entertained at one time - A small space can be used - Duration of the function is short - Variety of snacks is served - Finger foods allow more creativity - Few serving staff (Any 3) (3) (a) Total price of function = Profit + Total cost = R (R R R1 500) or = R R = R (Any 3) (3) (b) Gross profit = Selling price Food cost = R R7 500 = R8 500 (Any 3) (3) (c) Cost per person = Selling price/number of guests = R16 000/100 or R160 (Any 2) (2) Beverages/ Juice on the table - Hiring of special equipment - Hiring of furniture e.g tables, chairs - Music/entertainment - Chair covers - Centre pieces - Flower decoration - Decorating the venue, e.g. Christmas eve, lighting - Cost of waiters/staff/barman - Special requests - Service charge (Any 4) (4) Creates job opportunities when more hotels are built e.g. chefs, waiters - Builds infrastructure, e.g. roads, hotels - Brings valuable foreign currency into a country if guests are from abroad

29 Hospitality Studies 11 DBE/November 2014 NSC Memorandum - Standard of living of community improves - When the hotel is fully booked they outsource casual staff to meet with the demand. - Increases the GDP (Gross Domestic Product) - Improves the local economy (Any 4) (4) [40] TOTAL SECTION C: 80

30 Hospitality Studies 12 DBE/November 2014 NSC Memorandum SECTION D: SECTORS AND CAREERS FOOD AND BEVERAGE SERVICE QUESTION Attract the attention of the desired target market - Bring new services or products to the attention of customers - Supply correct, reliable and honest information - Comply with standards recommended by publication board. (Any 3) (3) Elaine's Bakery uses packaging to: - Protects the product - Makes displaying the product easier - Makes storage, handling and transportation of product easier - Supplies information about the product - Makes it easier to recognise what is inside the product - The packaging can be used to market the product. - Make the product attractive to catch the eye of the consumer (Any 4) (4) The budget is not included in the financial plan which details how money will be utilised in the next financial year - In the income statement the losses are not included - Break-even analysis has been omitted, it explains how much of an item you need to sell before you have covered your fixed costs and start making a profit on that product - With overheads they only included rent and excluded hiring of equipment, water and electricity, maintenance of the equipment - An exclusion of assets, liabilities and owner's equity of the business at the end of the financial year - Budget/Providing for unforeseen circumstances - A profit of R27000 is included. - Cash flow analysis included / shows income and expenditure (Any 8) (8) Marketing manager - Organizes all marketing activities/ such as promotions or special events at Elaine's Bakery. (1) Finance manager - Oversees all financial procedures of Elaine's Bakery or Signs contracts with reliable service providers. (Any 1) (1)

31 Hospitality Studies 13 DBE/November 2014 NSC Memorandum Marketing department is responsible for making potential customers aware of the products and services that Elaine's Bakery offers. - Good marketing will ensure that customers make use of their products and services which provides an income for Elaine's bakery. - The financial department ensures that the income is spent according to the budget. - Both departments work closely with one another to ensure the success of the establishment. (4) 5.4 Security staff should be: - Vigilant and watch out for suspicious vehicles or activities in the car park of Elaine's Bakery. - Respond to customers' complaints and concerns about noise or security issues - Able to respond swiftly and appropriately to emergency situation - Able to protect people and workers from Elaine's Bakery, customers' vehicles, personal belongings, and the assets inside Elaine's Bakery. - Vigilant for stealing by staff and customers - Visible security at the door and inside so that customers will feel safe and the property protected. (Any 4) (4) Rack rate - The price the room is available for/ the highest rate offered at the particular time the client arrives at the hotel. (1) Revenue-generating area - Areas in any establishment that generate income from services and products. or - Industry sells goods and services such as accommodation, food and beverages which generate income (2) Entrepreneurship - is a process of starting your own business or - Someone who identifies a business opportunity and takes calculated risks to achieve success (2) [30]

32 Hospitality Studies 14 DBE/November 2014 NSC Memorandum QUESTION The cup, saucer and teaspoon must be placed in front of the customer - Tea is served in a pot so that guests can pour for themselves - The waiter must supply a strainer - The waiter must provide milk, lemon, and the appropriate sugars - The teapot accompanying the hot-water pot are not presented on an under plate - Items not needed must be removed from the table, e.g. magazines - The waiter is pouring the tea from the right hand side - The cups ear is facing the wrong way - The teaspoon is not correctly placed i.e. not parallel to the ear (Any 3) (3) The waiter: - Should apologise, sound sincere and convincing - Needs to be polite - Must deal with the situation calmly and professionally - Should offer the guest a complementary meal voucher or other compensation - Supply what is needed for cleaning the dress/service cloth - Offer to take to the dry cleaners - Inform the manager/maître d/supervisor - Never offer anything you cannot provide (Any 4) (4) cake fork - cake lifter - serving tong - side plate - cake stand/serving platter - cloche/dome/net (Any 2) (2) The restaurant should: - Apologise to the guest - Turn off switch - Make alternative arrangements to boil the water/alternative urn/use a kettle - Put pots of water on the stove - Boil water on a gas stove - Keep the guest informed of the attention the problem receiving - Offer an alternative drink (Any 3) (3)

33 Hospitality Studies 15 DBE/November 2014 NSC Memorandum Collect clean and dirty linen - Wipe the tables - Empty tea, coffee pots and milk jugs, wash and pack away - Scrape the plates - Place saucers, plates, cutlery into neat piles - Wipe bottles, jars and other containers and close properly - Return all equipment to their various store rooms (Any 3) (3)

34 Hospitality Studies 16 DBE/November 2014 NSC Memorandum Acid flavours such as vinegar or lemon need to be matched with acidity - Wines should be sweeter than food or else it will taste flat or thin - Desserts require a more intense sweetness - Rich red wines go well with red meat dishes but will overpower lighter flavoured foods - Simpler foods (grills and roasts) work better with older wines - Drink white wine before red wine - Drink dry wine before a sweet wine - Serve the best wine last (Any 3) (3) No person under the age of 18 may be served alcohol - Adequate guest toilets facilities for males and females must be provided on or near the licensed premises - Ordinary meals shall be available on the premises during the hours that liquor is sold - Liquor is sold on any day between 10:00 and 02:00 provided that on 'closed days' liquor may be sold to a person taking an ordinary meal on the licensed premises. - No liquor may be supplied or sold to a person who is drunk - All liquor bought on premises must be consumed on the premises - A person may bring his own liquor and pays a corkage fee - The premises must be licenced (Any 3) (3) A - Stirred B - Blended (2) blenders - knife - chopping board - glass - ice scoops - shaker - smoothie maker - tot measure - ice crusher (Any 2) (2) umbrellas - swizzle sticks - straws - frosting - fruit slice - mint - fresh edible flowers (Any 1 ) (1)

35 Hospitality Studies 17 DBE/November 2014 NSC Memorandum Measure the ingredients accurately / use a tot measure for measuring - Use good quality ingredients - Mix the cocktails last when preparing a drinks order for particular table - Prepare the garnishes and cover with cling film - Don't overfill glasses, to prevent spillage - Stir the mixture with ice in a mixing glass - Strain into a highball glass - Garnish with mint leaves and lemon - Serve in chilled glasses - Add the garnish last - Use clean and clear ice - First the ice then the non-alcoholic drink then the alcohol (Any 4) (4) TOTAL SECTION D: 60 GRAND TOTAL: 200