NTIONL ERTIFITE (VOTIONL) HOSPITLITY SERVIES NQF LEVEL 3 November 2009 (11011033) 24 November (X-Paper) 09:00 12:00 This question paper consists of 15 pages and a 4-page answer sheet.
(11011033) -2- N1170(E)(N24)V TIME: 3 HOURS MRKS: 200 INSTRUTIONS N INFORMTION 1. 2. 3. 4. 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.
(11011033) -3- N1170(E)(N24)V SETION QUESTION 1 Various options are provided as possible answers to the following questions. hoose the answer and make a cross (X) in the block next to the question number (1.1 1.12) on the attached NSWER SHEET. 1.1 How often should you clean the walls and ceilings of a cellar? Every day Weekly Once every three months Once a year (1) 1.2 The is an effective tool to maintain sufficient stock levels. pre-stock post-stock par-stock perpetual stock (1) 1.3 Stocktaking in a cellar needs to be done daily. weekly. monthly. ll the above-mentioned (1) 1.4 The English term for maitre d hotel de carre is assistant station waiters. head waiter. restaurant manager. station head waiter. (1) 1.5 The estimated portion for serving milk or yoghurt is 150 ml. 200 ml. 250 ml. 300 ml. (1)
(11011033) -4- N1170(E)(N24)V 1.6 Stock should be rotated, so that... i ii iii iv an establishment does not lose money. incoming stock can be used first. old stock is used first. stock does not wear out unevenly. (i) (ii) (iii) (ii) (iii) (iv) (i) (iii) (iv) (i) (ii) (iv) 1.7 When the linen store room is pest free, it means that it is being cleaned twice a day. it is dirty and not well kept. it is clean and well kept. it is clean and not well kept. (1) 1.8 Gullies and sumps are used in a cellar for lighting. measuring temperature. ventilation. waste removal. (1) 1.9 The temperature for a cellar should be no higher than 10. 15. 20. 25. (1) 1.10 The best way to pack a take-away order is to pack the juice box underneath the hamburger box. place the bread rolls at the bottom to keep them warm. put in five serviettes per person in a take-away order. None of the above-mentioned (1)
(11011033) -5- N1170(E)(N24)V 1.11 typical par level for a standard guest room may be (i) (ii) (iii) (iv) one bath towel plus one hand towel. two face cloths. one bath mat. four pillow cases. (ii) (iii) (iv) (i) (ii) (iv) (i) (iii) (iv) (i) (ii) (iii) 1.12 When guests complain about the taste of food,... (i) (ii) (iii) (iv) never be rude to the customer. replace the food or give a refund. say this not my area of responsibility. find out what the organisational requirements are for handling such a complaint. (i) (ii) (iii) (i) (ii) (iv) (ii) (iii) (iv) (i) (iii) (iv) [15] 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 (2.1 2.12) on the attached NSWER SHEET. Explain why you do not agree with FLSE statements. 2.1 2.2 2.3 2.4 2.5 2.6 2.7 Lighting is necessary so you can see what you are doing and therefore avoid any accidents or injuries from occurring. It will also help you to keep the cellar clean. ocktails may be served during the meal. The order in which you serve guests is first the host, men and then the women. Extra portions are offered to guests free of charge. Working areas should be secured from unauthorised access. Linen receiving areas should be kept clean to promote pest infestation. If a customer complains that his food is cold, you should ignore him/her.
(11011033) -6- N1170(E)(N24)V 2.8 2.9 2.10 2.11 2.12 When cleaning a vacuum cleaner always unplug it. dd-on selling is to suggest a more expensive item to the customer once they have ordered. rumbing down is done after dessert has been served. aily room allocation is a list which shows housekeepers an orderly way of cleaning rooms. Housekeeping should not have a work schedule as this will affect their creativity. [20] QUESTION 3 Give ONE word/term for each of the following descriptions. Write only the word/term next to the question number (3.1 3.10) on the attached NSWER SHEET. 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 list of delivered goods with amount, mass, individual prices and the total amount of money. ontainers made from wood in which wine or beer is stored. The level of stock that is consumed by customers and calculated over a given period. wide range of drinks served before a meal, for example, sherry and vermouth. data collection form to keep records of the quality of clean linen issued from the storeroom and the quality of dirty linen returned to the laundry. list of dishes prepared by an establishment from which a customer may choose. mobile trolley with gas burners. ocuments drawn by with suppliers that gives agreed prices and specifications for goods that you buy from them. Rooms in which the guests are scheduled to stay longer. system to ensure that older stock is used before more recent stock. [10]
(11011033) -7- N1170(E)(N24)V QUESTION 4 omplete the following sentences by filling in the missing word(s). Write only the word(s) next to the question number (4.1 4.9) on the attached NSWER SHEET. 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 is a non-alcoholic drink. ordials are... fruit-flavoured drinks, for example, Oros. standard way of serving tea is from the and cleared on the side. should be informed when stock reaches a minimum. The provides regulations regarding the work environment and systems of handling machinery, storage items and substances and the provision of protective clothing. orders should be taken as soon as customers are seated. coffee is suitable for making coffee when ground coffee is used. Mildew is more likely to form if items are not correctly. Shaped is used to make cups, bowls, plates and trays for take-away service. [10]
(11011033) -8- N1170(E)(N24)V QUESTION 5 5.1 hoose the description of counter service and service methods from OLUMN to match the type of service in OLUMN. Write only the letter ( G) next to the question number (5.1.1 5.1.5) on the attached NSWER SHEET. OLUMN OLUMN 5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 Unassisted service Free-flow cafeteria arousel Traditional cafeteria uffet guests make their selection from various hot and cold food stations the guests collect their trays at the start of the counter and move along the counter and select food and drink items the guests serve themselves or are partly assisted the food is prepared, dished up in labelled polystyrene containers and placed on a conveyor belt E guests help themselves to everything F everything is served, giving better portion control, food presentation and faster service G some items are served, usually the more expensive items, as staff can give the right portions (5 1) (5)
(11011033) -9- N1170(E)(N24)V 5.2 hoose a function from OLUMN to match the person in OLUMN. Write only the letter ( G) next to the question number (5.2.1 5.2.5) on the attached NSWER SHEET. OLUMN OLUMN 5.2.1 5.2.2 5.2.3 Hostess Station waiter arman clears away dirty plates and replaces used tablecloths responsibilities may include supervising of service for a particular service outlet 5.2.4 5.2.5 Sommelier usboy in charge of rank, seating approximately 20 guests takes orders of wines, spirits, beers and soft drinks and serves them to the guests E a person dispensing or serving drinks from behind a bar counter and not at the tables F carves hot roasts and cold joints for a buffet G serves light refreshments, afternoon tea and drinks in the lounge (5 1) (5)
(11011033) -10- N1170(E)(N24)V 5.3 hoose a description from OLUMN that matches the type of coffee in OLUMN. Write only the letter ( H) next to the question number (5.3.1 5.3.10) on the attached NSWER SHEET. OLUMN OLUMN 5.3.1 5.3.2 Instant coffee ecaffeinated coffee disposable filters hold the coffee grounds and boiling water drips through the ground coffee to produce the coffee infusion which is clear, light and aromatic 5.3.3 5.3.4 Filter coffee Plunger coffee two level teaspoons of medium-ground coffee per cup are placed in the pot, which is then filled up with freshly boiled water 5.3.5 5.3.6 5.3.7 afẻ latte Iced coffee Espresso basically a cappuccino or latte with chocolate syrup added to the mix caffeine is dissolved in a high pressure steam process 5.3.8 5.3.9 5.3.10 appuccino Irish coffee Mocha E F strong, black coffee chilled and mixed with an equal quantity of cold milk or cream a single espresso and third cup of hot milk, served in a standard coffee cup topped with a crest of frothed milk and dusted with drinking chocolate/cocoa powder G prepared like cappuccino, topped with hot milk, but no froth H usually of lower quality than coffee made from freshly ground beans I produced using a machine which also produces hot water for tea and hot steam for the heating and frothing of milk J hot coffee, irish whisky, sugar topped with thick cream (10) [20] TOTL SETION : 75
(11011033) -11- N1170(E)(N24)V SETION QUESTION 6 6.1 ellars and storerooms are vital areas in an establishment and must be maintained in an organised manner to allow for the smooth running of the bar and the restaurant areas. 6.1.1 6.1.2 6.1.3 6.1.4 6.1.5 Why should you clean all cleaning equipment and machinery properly? What procedures can be implemented to help secure the cellar and beverage storeroom? Name THREE things you should do before you physically start checking deliveries. Explain why it is important to do regular stocktaking. Give TWO reasons why waste should be handled and removed hygienically.
(11011033) -12- N1170(E)(N24)V 6.2 When serving non-alcoholic drinks there are glasses that need to be used for specific drinks, for example, a Zombie (ollins glass) is used to serve fruit juice/squash. 6.2.1 6.2.2 Give any THREE examples of non-alcoholic drinks and state in which glasses they are served. Explain the correct procedures for taking drink orders. (6) (4) 6.3 guest orders tea. fter you have served him, you accidentally spill some tea and break the cup and saucer. 6.3.1 6.3.2 6.3.3 Explain why you should report spillages and breakages to your supervisor as soon as possible What happens if a guest becomes offensive? How should a waitress use basic selling skills? [30] QUESTION 7 7.1 7.2 7.3 7.4 7.5 iscuss FOUR points that you have to keep in mind when greeting a customer promptly and politely. Establishments have different ways of taking drinks and wine orders and to serve customers correctly within timeframes. iscuss the importance of serving within the timeframe. Why should stock of service items be replenished at all times? Give reasons why it is important for the staff to know about the menu before service. It may be necessary to handle customer complaints on a regular basis. What procedure will you follow? (4)
(11011033) -13- N1170(E)(N24)V 7.6 7.7 7.8 Explain how you would improve sales in your counter service area. The success of a food business depends on portion control. Why is this an important factor? Give reasons. iscuss THREE implications of not adhering to hygiene principles during counter service. [20] QUESTION 8 8.1 8.2 8.3 8.4 8.5 8.6 8.7 What can be the result if good hygiene practices are not followed in a takeaway establishment? Give THREE results. List THREE items that would need replenishment in a take-away establishment. Why do we need to keep the service area clean in the take-away establishment? Give TWO reasons why we use display cabinets in take-away establishments. Name TWO ways to improve customer service. What recommendations can you make to customers when they want to order food at your take-away establishment? Name TWO recommendations. You are a supervisor at Star Hotel and one of your duties is to ensure that all new staff members are familiar with the procedures and their assigned duties. iscuss the following documents with a new staff member and explain how each is used when receiving stock: 8.7.1 8.7.2 8.7.3 Order form elivery note Purchasing agreement (9) 8.8 8.9 8.10 8.11 Explain the safety procedures for lifting of heavy or bulky items. iscuss what needs to be checked when keeping the store areas hygienic. How would you handle the following, unexpected situation: a staff member slips on spilled detergent and is injured. iscuss the safe handling of cleaning chemicals when tidying rooms. (4) [35]
(11011033) -14- N1170(E)(N24)V QUESTION 9 9.1 ynthia uses the trolley shown above to transport equipment for housekeeping. 9.1.1 9.1.2 9.1.3 Give ynthia hints on how to set up and check the trolley at the start of the shift. What measures should be taken by her supervisor to ensure that the storeroom is secure? Explain to ynthia why it is important to follow the work routines and sequences. (5) (4) (5) 9.2 uring a room inspection, you enter the room and carefully inspect everything, moving in a clockwise direction so that nothing is missed. Name FIVE areas that should be checked when doing a room inspection. (5) 9.3 Imagine that you are T avids and working for elle's Hotel. You received the laundry from T onald of aroline's Laundry on 28 June 2009 at 09:25. The following items were delivered: (1) (4) (5) (6) ath towels 200 Hand towels 200 ath towels 100 ath mats 200 prons 50 Uniforms 50 Use the above information to fill in the linen delivery form on the template headed aroline's laundry on the attached NSWER SHEET. (9)
(11011033) -15- N1170(E)(N24)V 9.4 Your establishment has guidelines and timetables in place for to be completed. 9.5 9.6 9.7 9.8 iscuss ways that will help you to complete your tasks in an organised and efficient way. Indicate the procedure that should be followed to receive dirty linen. It is important to keep receiving areas clean and tidy and free from pests. Give TWO reasons why you should keep the linen storage area clean and pest free. The image that you present to the customer reflects on the establishment and should promote your organisation positively. Explain how you would always be polite and helpful towards guests. Explain the importance of ensuring that work is completed in time and done correctly. [40] TOTL SETION : 125 GRN TOTL: 200
(11011033) -16- N1170(E)(N24)V NSWER SHEET EXMINTION NUMER: QUESTION 1 MULTIPLE HOIE 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11 1.12 [15] QUESTION 2 TRUE OR FLSE 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 [20]
(11011033) -17- N1170(E)(N24)V NSWER SHEET EXMINTION NUMER: QUESTION 3 ONE WOR/TERM 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 [10] QUESTION 4 FILL IN THE MISSING WOR 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 [10]
(11011033) -18- N1170(E)(N24)V NSWER SHEET EXMINTION NUMER: QUESTION 5 5.1 MTHING ITEMS 5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 (5 1) (5) 5.2 MTHING ITEMS 5.2.1 5.2.2 5.2.3 5.2.4 5.2.5 (5 1) (5) 5.3. MTHING ITEMS 5.3.1 5.3.2 5.3.3 5.3.4 5.3.5 5.3.6 5.3.7 5.3.8 5.3.9 5.3.10 (10) TOTL SETION : 75
(11011033) -19- N1170(E)(N24)V NSWER SHEET EXMINTION NUMER: SETION QUESTION 9 ROLINE'S LUNRY elivered to: elivery date:. elivery time:. elivered by:. ccepted by:. Items mounts 1.. 2.. 3.. 4.. 5.. 6.. Signature (9)