GRADE 12 NAT IONAL SENIOR C ERTIFI CATE GRAD E 12 · NAT IONAL SENIOR C ERTIFI CATE GRAD E 12 . Hospitality Studies 2 DBE/November 2015 NSC ... Utensils that are moved down d uring

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This question paper consists of 16 pages.

GRADE 12

HOSPITALITY STUDIES

NOVEMBER 2015

NATIONAL SENIOR CERTIFICATE

GRADE 12

Hospitality Studies 2 DBE/November 2015 NSC


INSTRUCTIONS AND INFORMATION 1. 2. 3. 4.

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.



SECTION A QUESTION 1

1.1 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 (1.1.1–1.1.10) in the ANSWER BOOK, for example 1.1.11 B.

EXAMPLE: 1.1.11 Sushi is … A

B C D

an open tart filled with baked egg custard. cooked or raw fish served with rice. finely minced meat, fish or poultry. oysters wrapped in bacon.

ANSWER: 1.1.11 B 1.1.1 … is a symptom of hepatitis A. A

B C D

Shortness of breath Yellowish eyes Rapid dehydration Coughing up blood

(1) 1.1.2 One of the following groups of food has to be avoided when a

person is suffering from high cholesterol:

A

B C D

Brown bread and brown rice Whole-wheat bread and whole-wheat pasta Rye bread and rye flour White bread and white rice

(1)

1.1.3 The proportion of flour to fat when preparing puff pastry is … A

B C D

1 : 1. 1 : 2. 1 : 3. 1 : 4.

(1) 1.1.4 Glacé cherries are preserved using … A

B C D

salt. acid. sugar. chemicals.

(1)



1.1.5 … are examples of food that can be fermented. A

B C D

Cheese and yoghurt Bokkems and biltong Corned beef and ham Marmalade and curd

(1)

1.1.6 A traditional sauce served with tongue: A

B C D

Mint sauce Apple sauce Red-currant sauce Raisin sauce

(1) 1.1.7 A … is made from two sets of lamb ribs. A

B C D

noisette kebab crown roast Saratoga chop

(1) 1.1.8 Short crust pastry is used to prepare … A

B C D

quiche Lorraine and Cornish pasties. cream horns and jam tartlets. baklava and spring rolls. custard slices and fruit tartlets.

(1) 1.1.9 A … nut has a unique green colour and is used in pastries and

desserts.

A

B C D

cashew pecan pine pistachio

(1) 1.1.10 A restaurant liquor licence allows the owner to sell liquor … A

B C D

on Sundays with a meal. to a person older than 16. to an intoxicated person. at 09:00 in the morning.

(1)



1.2 Choose a dessert from COLUMN B that matches a description in COLUMN A.

Write only the letter (A–H) next to the question number (1.2.1–1.2.5) in the ANSWER BOOK.

COLUMN A

DESCRIPTION COLUMN B DESSERT

1.2.1 1.2.2 1.2.3 1.2.4 1.2.5

A light meringue shell with a marshmallow texture inside A dessert made with confectioner's custard into which stiffly beaten egg whites are folded A thin pancake made with a rich batter and flambéed with brandy A baked dessert made with apricot jam and served with hot custard An ice cream dessert layered with fruit, sauce and nuts and served in a tall glass

A B C D E

F G H

crêpe parfait malva pudding ginger pudding Pavlova Hertzog teacake vacherin soufflé

(5 x 1) (5) 1.3 Choose a meat dish from COLUMN B that matches a cooking method in

COLUMN A. Write only the letter (A–H) next to the question number (1.3.1–1.3.5) in the ANSWER BOOK.

COLUMN A

COOKING METHOD COLUMN B MEAT DISH

1.3.1 1.3.2 1.3.3 1.3.4 1.3.5

Boiling Stewing Shallow frying Oven roasting Braising

A B C D E

F G H

schnitzels leg of lamb offal lasagne potjiekos steak Tartare bobotie beef olives

(5 x 1) (5)



1.4 Give ONE word/term for each of the following descriptions. Write only the

word/term next to the question number (1.4.1–1.4.9) in the ANSWER BOOK.

1.4.1

1.4.2 1.4.3 1.4.4 1.4.5 1.4.6 1.4.7 1.4.8 1.4.9

The reservation system used to make accommodation bookings in any hotel affiliated to one group A formal meal usually hosted for a large number of people to celebrate a certain event A bacterial infection caused by salmonella Browning meat quickly over high heat Minced and flavoured liver spread served with Melba toast Purèed fruit, with or without sugar syrup, served with dessert A special trolley on which meat joints, chicken or game are portioned A person who establishes his/her own business with new and creative ideas Utensils that are moved down during the crumbing-down process

(1) (1) (1) (1) (1) (1) (1) (1) (2)

1.5 Select TWO correct descriptions for EACH of the following terms.

Write only the letters (A–H) next to the question number (1.5.1–1.5.3) in the ANSWER BOOK.

1.5.1

1.5.2 1.5.3

Ripening Thawing Trimming

A

B C D E F G H

A process to prevent a lot of moisture being lost Improving the appearance of the cut or joint The process during which muscle protein breaks down due to enzyme action The outside layer of the meat becomes tough and dry A temperature of –18 °C to –45 °C is required Meat left in hot water or in the sun A process that can take place at room temperature To remove gristle and sinew

(6)



1.6 Choose FOUR food items in the list below that are suitable for a person

suffering from high blood pressure. Write only the letters (A–H) next to the question number (1.6) in the ANSWER BOOK.

A Low-fat vanilla yoghurt

B Salami sandwich C Haddock with cheese sauce D Instant chocolate pudding E Coriander lentil salad F Brown rice and fish paella G Grilled chicken fillet H Smoked mussel soup

(4)

TOTAL SECTION A: 40



SECTION B: KITCHEN AND RESTAURANT OPERATIONS

HYGIENE, SAFETY AND SECURITY QUESTION 2

2.1 Read the extract below and answer the questions that follow. During an induction programme for the front of house the following aspects

were highlighted:

• Body language • Attitude

2.1.1 Briefly discuss the ideal body language and attitude for front of

house staff. (2 x 3)

(6) 2.1.2 Motivate why first impressions are lasting. (2) 2.2 Study the scenario below and answer the questions that follow.

2.2.1 Mary cannot be prevented from working in the kitchen

environment. Motivate this statement.

(3) 2.2.2 Discuss the precautionary measures that Mary should take when

working in a kitchen environment.

(3) 2.2.3 Suggest THREE activities that Mary can engage in that will not

affect others in the workplace.

(3) 2.3 Explain how the POS system can increase productivity in a restaurant. (3) TOTAL SECTION B: 20

Yes. Your CD4 count is less than 200. Mary, you have full-blown Aids.



SECTION C: NUTRITION AND MENU PLANNING FOOD COMMODITIES QUESTION 3

3.1 Study the illustration below and answer the questions that follow.

3.1.1 Identify the part of the carcass illustrated above. (1) 3.1.2 Identify the meat cuts numbered 12, 13 and 15. (3) 3.1.3 Motivate why strips of vegetables or fat should be inserted into the

meat cut numbered 15.

(3) 3.1.4

You would like to prepare a beef roll with a stuffing. Recommend THREE suitable cuts from the above carcass that you can use.

(3)

3.2 Read the scenario below and answer the questions that follow. Your teacher entered the Grade 12 learners in an interschool baking

challenge. You choose to prepare beignets as one of your products.

3.2.1 Explain to the judges what a beignet is. (2) 3.2.2 Describe THREE quality characteristics that the judges would look

for when they evaluate the beignets.

(3) 3.2.3 Explain how you would store left-over beignets. (2) 3.2.4 Suggest THREE other examples of sweet items that can be

prepared from the left-over mixture used to make the beignets.

(3)



3.3 Study the photographs below and answer the questions that follow.

3.3.1 Identify the above preservation method. (1) 3.3.2 Briefly discuss the above process. (4) 3.4 Read the paragraph below and answer the questions that follow. Steven is preparing tomato chutney to sell for an entrepreneur's project at the

flea market. His grandmother, who is assisting him, advises him not to use iron or copper pots when cooking the chutney.

3.4.1 Motivate why Steven should not use iron or copper pots. (1) 3.4.2 Recommend TWO suitable cooking utensils and equipment that

Steven should use when preparing the chutney.

(2) 3.4.3 Give TWO examples of preservatives that he can add to

the chutney.

(2)



3.5 Study the photograph below and answer the questions that follow.

3.5.1 Identify the technique used in the photograph above. (1) 3.5.2 Explain the end result if the above technique is omitted. (2) 3.5.3 List THREE rules to apply when preparing the above pastry to

prevent a hard tough crust.

(3) 3.6 During a practical lesson you prepare a yoghurt jelly. Give a reason for EACH

of the following steps:

3.6.1 Hydrate gelatine in cold water. (1) 3.6.2 Disperse the gelatine over hot water. (1) 3.6.3 The gelatine should not boil. (1) 3.6.4 Rinse the mould with cold water before pouring the yoghurt jelly

into it.

(1) [40]



QUESTION 4 4.1 Study the menu below and answer the questions that follow.

MENU

DINNER

Mulligatawny Soup Bread Rolls

****** Grilled Hake with Chickpea Salad

****** Pork Medallions with Coriander Rub,

Potato Wedges and Creamed Spinach ********

Red Wine Fruit Jelly

28 November 2015

4.1.1 State the nutritional value of the chickpeas. (2) 4.1.2 Give TWO examples of beans that can replace the chickpeas in

the above salad.

(2) 4.1.3 Explain why the water in which the beans are soaked, needs to be

replaced twice during the soaking process.

(1) 4.1.4 Motivate why the chef should keep the waiters up to date about

using macadamia nut oil in the preparation of the dishes.

(3) 4.1.5 Classify the fruit jelly. (1) 4.1.6 Replace the grilled hake with TWO dishes suitable for a lacto-

vegetarian guest.

(2) 4.1.7 Evaluate the suitability of the above menu for a Hindu guest. (4) 4.2 Give ONE reason for EACH of the following guidelines when planning menus: 4.2.1 Equipment and premises available (1) 4.2.2 Amount of time needed to prepare the meals (1) 4.2.3 Skills of the chefs (1)



4.3 Study the photograph below and answer the questions that follow.

Apple Charlotte

4.3.1 Classify the above dessert. (1) 4.3.2 Describe TWO quality characteristics of the apple filling of

the dessert.

(2) 4.3.3 Suggest TWO suitable accompaniments for the dessert other than

the custard in the picture.

(2) 4.3.4 Explain THREE aspects that should be taken into consideration

when plating the dessert.

(3) 4.4 The following costs were incurred by the Bon Appetite catering company in

the preparation of a menu for 50 guests: Food cost: R2 550 Labour cost: R1 000 Overhead cost: R520 Profit: 60%

Calculate the following and show ALL calculations and formulas: 4.4.1 Selling price of the menu (5) 4.4.2 Gross profit (3) 4.4.3 Cost per person (2) 4.5 Study the incident below and answer the question that follows. A customer orders a 200 g portion of lamb chops at a restaurant, but receives

a 300 g portion instead.

Determine the consequences of the above practice. (4) [40]

TOTAL SECTION C: 80



SECTION D: SECTORS AND CAREERS FOOD AND BEVERAGE SERVICE QUESTION 5

5.1 Study the extract below and answer the questions that follow. Carlton Printing Company has made a reservation for a conference at the

Black Bird Hotel for 100 employees for four days. Their tariff will be on dinner, bed and breakfast and will include a laundry service.

5.1.1 Identify ALL the revenue-generating areas in the Black Bird Hotel

that Carlton Printing Company will be utilising.

(4)

5.1.2 The non-revenue-generating areas at the Black Bird Hotel contribute to the profit. Motivate the statement by referring to the front office and the maintenance department.

(4)

5.1.3 In your opinion, do you think that the Black Bird Hotel contributes to

the local economy? Motivate your answer.

(3) 5.2 Explain the duties of the following front-office personnel at the Black

Bird Hotel:

5.2.1 Reservation officer (2) 5.2.2 Porter (2) 5.3 Study the scenario below and answer the questions that follow. A small business owner in your community has opened an Espresso Café

coffee shop. It is situated on the ground level of a shopping centre and is within walking distance of the university campus.

5.3.1 Discuss the marketing-mix aspects that had to be taken into

consideration during the planning of the business venture. (3 x 2)

(6) 5.3.2 Discuss the type of information that should be included in the

following sections of the business plan:

(a) Operational plan (3) (b) Marketing plan (2) 5.4 Identify the positions described by the following roles or responsibilities of

staff members who are employed at the Protea Hotel:

5.4.1 Pays staff salaries (1) 5.4.2 Controls the movement of assets (1) 5.4.3 Draws up employment contracts (1) 5.4.4 Organises promotions and special events (1) [30]



QUESTION 6 6.1 Study the menu below.

GOURMET DINNER At the Romantic Restaurant

R450 per person: Welcome Cocktail and Canapés followed by Dinner Date: 27 December 2015 Time: 19:00

DINNER MENU

Salmon, Prawn and Mussel Bisque with Lemon Pepper Pearls

Schubert Shiraz

Orange Sorbet

Grilled Porterhouse Steak Onion Tarte Tatin

Celeriac Puree Green Beans

Wagner Red Blend

Trio of desserts: Cherry Sponge Pudding

Mascarpone Mousse Glühwein Ice Cream and Berries

Chopin Hanepoot

Coffee

6.1.1 Identify the type of cover for the above menu. Motivate your

answer.

(3)

6.1.2 Justify the placement of the sorbet on the menu. (1)

6.1.3 Describe the following terms:

(a) Canapé (2)

(b) Mousse (2)

ROMANTIC WINES

SCHUBERT SHIRAZ WINE OF ORIGIN PAARL

SOUTH AFRICA


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6.1.4 Canapés should be presented in an attractive and appetising manner on the buffet table. Discuss how this could be achieved.

(4)

6.1.5 The wine label is incomplete. Identify TWO pieces of information

that are missing from the wine label.

(2)

6.1.6 Recommend the best serving temperature for Shiraz. (1)

6.1.7 Evaluate the suitability of the wines for each course. (6)

6.1.8 Differentiate between the serving of the wine and the cocktails at the function by referring to the use of trays and the sequence in which guests are to be served. Tabulate your answer as follows: SERVING OF WINE SERVING OF

COCKTAILS Use of trays Sequence

(4)

6.2 A guest orders a 'built' cocktail. Explain how the barman should build

the cocktail.

(2) 6.3 After enjoying the cocktails and canapés, the guests were invited to dinner in

the dining room. One of the guests sustained an injury.

Suggest how the hotel staff should handle this emergency situation. (3) [30]

TOTAL SECTION D: 60 GRAND TOTAL: 200


SENIOR CERTIFICATE MARKS: 200

This memorandum consists of 14 pages.

HOSPITALITY STUDIES

NOVEMBER 2015

MEMORANDUM

NATIONAL SENIOR CERTIFICATE

GRADE 12

Hospitality Studies 2 DBE/November 2015 NSC – Memorandum


SECTION A QUESTION 1

1.1 MULTIPLE-CHOICE QUESTIONS 1.1.1 B

1.1.2 D 1.1.3 A 1.1.4 C 1.1.5 A F165 1.1.6 D 1.1.7 C 1.1.8 A 1.1.9 D 1.1.10 A

(10) 1.2 MATCHING ITEMS 1.2.1 E

1.2.2 H 1.2.3 A 1.2.4 C / D 1.2.5 B

(5) 1.3 MATCHING ITEMS 1.3.1 C

1.3.2 C/E/ H 1.3.3 A /H 1.3.4 B 1.3.5 C/H

(5) 1.4 ONE-WORD ITEMS 1.4.1 centralised / CRS/ central reservation system (1) 1.4.2 banquet (1) 1.4.3 gastro-enteritis (1) 1.4.4 searing / sealing (1) 1.4.5 pâté / foie gras (1) 1.4.6 coulis (1) 1.4.7 Guéridon trolleycarving (1) 1.4.8 entrepreneur (1) 1.4.9 dessert spoon and fork / dessert cutlery/ dessert

utensils (2) (10)



1.5 CHOOSE TWO CORRECT DESCRIPTIONS 1.5.1 C, D

1.5.2 A, G 1.5.3 B, H

Any order

(6)

1.6 CHOOSE FOUR FOOD ITEMS Any order A

E F G

(4) TOTAL SECTION A: 40



SECTION B: KITCHEN AND RESTAURANT OPERATIONS

HYGIENE, SAFETY AND SECURITY

QUESTION 2

2.1 2.1.1 Body language:

Most communication takes place through body language. Your body language can either show interest in customers or rejection. Stand up straight/ Straight posture Make eye contact A positive body language e.g. smiling Acknowledge different cultural etiquette e.g. bowing, nodding your head Attitude: Have patience Be friendly/ Be polite Being efficient during service/ giving their best Being tolerant Their positive attitude Going an extra mile (Any other relevant answer)

(6) 2.1.2 First impressions are lasting when:

If you are not smartly dressed the guest will assume that the service offered is not of a high standard. First impressions will have an impact of customers returning to the establishment. (Any 2)

(2)

2.2

2.2.1 The transmission of HIV/Aids through food and drinks is not a risk Sharing of utensils is not a risk Day-to-day contact in the workplace is not a risk Mary is protected by law (Any 3)

(3)

2.2.2 Mary needs to:

• Absent herself from work if she is ill (i.e. diarrhoea) • Seek treatment if she has contracted an infectious infection,

e.g. TB • Cover open wounds with a waterproof plaster • Follow hygiene practices (cover mouth when coughing, cover

nose when sneezing, wash hands after using the toilet) • Always wear gloves when treating someone with a cut

(Any other relevant statement)

(3)



2.2.3 • Day to day contact with her colleagues • Shake hands or hug • She can share utensils with others • She can use the same facilities, e.g. toilets, canteens • Cleaning • Stock control • Administrative work • Move to a different department/position e.g housekeeping,

reception (Any other suitable answers relating to the work environment)

(3)

2.3 It aids restaurant employees to complete their daily tasks including accurate

food and beverage orders Communication of tasks to the kitchen Guest bill settlement, credit card processing Charges posted to guest accounts in a restaurant Its quicker Saves time and labour. (Any 3)

(3) TOTAL SECTION B: 20



SECTION C: NUTRITION AND MENU PLANNING

FOOD COMMODITIES QUESTION 3

3.1 3.1.1

Hindquarter

(1) 3.1.2 12 - Rump

13 - Fillet/tenderloin 15 - Silverside

(3)

3.1.3 • Silverside is dry it keeps it moist

• Adds flavour • Improves appearance

(3) 3.1.4 9 / Thin flank

10 / Wing rib 11 / Loin 12 / Rump (Any order) (Any 3)

(3) 3.2 3.2.1 Beignets:

are a choux pastry product are sweet squares or strips are deep fried in oil/ baked. Beignets can be dusted with sugar or icing sugar (Any 2)

(2) 3.2.2 Must be the correct shape

Must not be oily Crispy Light in weight Hollow if baked Golden /light brown Even sized Well puffed Pleasant taste/not burned (Any 3)

(3)

3.2.3 Can be stored in an airtight container/ sealed plastic bagfor a

few days at room temperature/ cool dry place. Can be stored in the fridge Can be frozen for 2 to 3 months (Any 2)

(2) 3.2.4 Churros

Éclairs Paris-Brest Croquembouche/French wedding cake Profiteroles Gâteau St Honore Cream puffs Swans (Any 3)

(3)



3.3 3.3.1 Vacuum packaging (1) 3.3.2 Fresh or cooked food is placed in an airtight packaging

All the air is removed/The packaging is sealed (Any 2X2)

(4) 3.4 3.4.1 Because:

Iron, copper, brass and other metals will leave a metallic taste, due to the reaction with an acid (Any 1)

(1)

3.4.2 Wooden spoons/ Silicone / Melamine

Glass bowls Earthenware pots/bowls Stainless steel pots/bowls Enamel pots/bowls (Any 2)

(2)

3.4.3 Salt

Sugar/ Honey Lemon/ Vinegar Benzoic acid Sodium benzoate Salicylic acid (Any 2)

(2) 3.5 3.5.1 Docking/ Prick (1) 3.5.2 The air will not escape/ it was trapped between the layers, and

it will rise during the baking process, making it uneven. Pastry will blister. (Any 2)

(2) 3.5.3 Measure ingredients accurately/ ratio/ do not put too much flour

and water Handle the dough lightly Keep everything ice cold Use minimum flour when rolling out the dough Bake at the correct position and temperature (Any 3)

(3) 3.6 3.6.1 To absorb the liquid and soften (Any 1) (1) 3.6.2 To melt gelatine down/ turn into a liquid

In order to incorporate easily into the mixture (Any 1)

(1) 3.6.3 Gelatine will scorch easily/ burns easily, loses some of its

setting ability (Any 1)

(1) 3.6.4 To prevent it from sticking In order to unmould easily (Any 1) (1) [40]



QUESTION 4 4.1 4.1.1 High in proteins

Good source of carbohydrates Low in fat Cholesterol free Good source of fibre Gluten free Rich in antioxidants High in potassium High in iron High in magnesium High in vitamin B (Any 2)

(2)

4.1.2 Kidney beans

Baked beans White beans Butter beans Moong dhall Sugar beans Green beans Black eyed beans (Any 2 type of beans)

(2) 4.1.3 Remove impuritiesReduces intestinal gases/ flatulence that

form after eating beans. (Any 1)

(1) 4.1.4 Waiters should inform the guestsbecause some people are highly

allergic to nuts

(3) 4.1.5 Cold dessert (1) 4.1.6 • Grilled tofu

• Soya sausage • Vegetable breyani • Vegetable lasagne • Spinach cannelloni (Any 2 suitable relevant answers)

(2)

4.1.7 Menu not suitable

Hindus do not eat pork Exclude wine from their diet Gelatine in the fruit jelly is not consumed Some Hindus are vegetarians they will not eat the fish on the menu But certain dishes on the menu are suitable e.g: Soup /bread rolls/potato wedges and creamed spinach. (Any 4)

(4)

4.2 4.2.1

The type of menu will suit the type of equipment you have The premises you use will depend on type of menu and number of guests Producing a large variety of dishes is difficult if space is limited (Any 1)

(1)



4.2.2 A shorter menu will work better than a long and complicated one

Little time will result in a shorter menu and less complicated dishes (Any 1)

(1) 4.2.3 Chefs who are highly experienced and skilled can produce more

complicated dishes than staff with less experience (Any 1)

(1) 4.3 4.3.1 Hot dessert/baked fruit based dessert (1) 4.3.2 Apple must be cooked/ soft

Even sized apples Good quality apples No pips Apples must not be oxidised or turn brown Distinctive flavour of the apple/ use sour apples/Granny smith Syrup must not be too runny/liquid Apple must not be mushy (Any 2)

(2) 4.3.3 Ice cream

Creme Chantilly / cream Caramel sauce Butterscotch Brandy sauce Sabayon (Any 2)

(2)

4.3.4 The apple charlotte should be the focal point.The sauce should

complement the flavour of the apple charlotte. Make sure that all garnishes are edible, e.g. mint leaves. Icing sugar or cocoa can be dusted on top of the apple charlotte The plate should clean, big enough to hold the sauce and the pudding Ensure that the portion size is correct It should hold its form and not collapse Serve hot dessert on a hot plate (Any 3)

(3)

4.4 4.4.1 Selling price

= Food cost (R2 550)+Overhead cost (R520)+Labour cost (1 000) = R4 070 x 60/100 = R4 070 + R2 442 = R6 512

(5)

4.4.2 Gross profit:

= Selling price – food cost = R6 512 – R2 550 = R3 962

(3)



4.4.3 Cost per person:

= Selling price / number of guests = 6 512 50 =R130,00 /R 130,24 (Any 2)

(2)

4.5 • Food cost will be greater than planned

• Food cost percentage will increase • The profit will be less • The company is going to suffer a lot • There will be a shortage of stock • The chef could be fired from his job for stock loss • This will lead to closure if the practice continues. • The guests will be happy • Good word of mouth • This will increase the number of guests (Any 4)

(4)

[40]

TOTAL SECTION C: 80



SECTION D: SECTORS AND CAREERS

FOOD AND BEVERAGE SERVICE QUESTION 5

5.1 5.1.1

Guest rooms/ accommodation Function rooms/ conference rooms Bar/restaurant/ coffee shop Laundry Food and beverage (Any 4)

(4)

5.1.2 Front office: plays a central role in meeting the needs of the guests from the time they make a reservation, arriving at the hotel until they depart. It is important that front office staff makes guests stay comfortable and enjoyable in order for them to return and market the Black Bird Hotel by word of mouth. (Any 2) Maintenance department is essential and contributes to the comfort and allows the hotel to operate smoothly. They ensure that all the facilities in the room are functioning properly and are within the satisfaction of the guest. Maintenance must be available to work swiftly and efficiently on problem areas so as not to upset the guest. (Any 2)

(4) 5.1.3

Yes, the Black Bird Hotel will contribute to the local economy. (1) • Promoting goodwill • Creating job opportunities • Bringing valuable foreign currency into a country • Building infrastructure • Improving the standard of living of the community • Contributes to the GDP (Any 2)

(3)

5.2 5.2.1 Reservation officer:

Takes advance bookings and normal bookings Monitors the booking taken Forecasting Makes sure that the required number of rooms are sold at the correct rate to the relevant number of people (Any 2)

(2) 5.2.2

Porter: Greets guests on arrival Gives directions Calls taxis Organises luggage Opens car doors Takes guests to and from the airport Parks guest cars (Any 2)

(2)



5.3 5.3.1 Product : offering coffee

Place: coffee shop in a busy centre close to the university People: students will be the target market, lecturers and professors, families, business people Packaging/Presentation: big sign displaying the coffee cup attracting the customer/the appearance of the coffee shop is inviting Price: make the coffee affordable for students Promotion: marketing (Any 3 x 2)

(6) 5.3.2(a) Operational plan for the Espresso Café will describe how your

business will operate, the details and costs for manufacturing, delivering, stock control, merchandising and storing. An operational plan will also describe the personnel plan, organogram, job description and individual responsibilities. (Any 3)

(3) 5.3.2(b) Marketing plan for the Espresso Café describes your clients,

advertising competitors, location, products, prices, promotion, and method of distribution. (Any 2)

(2) 5.4 5.4.1 Accountant

Financial manager (Any 1)

(1) 5.4.2 Doorman

Bellboy Porter General manager Heads of the different departments e.g head of housekeeping (Any 1)

(1) 5.4.3 Human resource manager/ HR (1) 5.4.4 Marketing manager

Events planner Sales manager (Any 1)

(1) [30]



QUESTION 6 6.1 6.1.1 Table d'hôte /

Set menu / Formal menu Any (1) Fixed number of courses Price is given at R450 No choice between courses Time of function given as 19:00 (Any 2)

(3) 6.1.2 • Palette cleanser after the fish course

• Refreshes the mouth • It is served after the fish course before the main course

(Any 1)

(1) 6.1.3(a) Canapé: bite-size savoury snacks that attractively garnished

consist of 3 parts: base, spread and garnish Base can be made of bread (croûte), savoury biscuits and pastry dough. Variety of shapes. May be glazed with aspic to prevent drying out. (Any 2)

(2)

6.1.3(b) A cold dessert

Creamy light and fluffy due to the addition of whipped cream and beaten egg whites (Any 2)

(2) 6.1.4 There should be a focal point

Cocktail snacks must be in neat rows Cocktail snacks must be of a variety of colour and shape Place food at different heights Use a variety of containers Do not overload the table Place savoury and sweet snacks separately (Any 4)

(4)

6.1.5 Harvest year/ year it was produced

Alcohol percentage Bottle volume Producer/ Estate/ Manufacturer (Any 2)

(2) 6.1.6 15 °C to 20 °C / room temperature (Any 1) (1) 6.1.7 Salmon, prawn and mussel bisque: incorrect choice of wine

Shiraz is a red wine Course of fish should be served with a white wine Grilled Porterhouse steak: choice of wine is correct Porterhouse steak is red meat which pairs well with the classic red blend Cherry sponge pudding, Mascarpone mousse, Glühwein ice cream and berries: correct choice of wine Hanepoot is a sweet wine Desserts pair well with sweet wine

(6)


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6.1.8 SERVING OF

WINE SERVING OF COCKTAILS

Use of trays Trays not required because glasses are already on the table Can be served on trays

Cocktails are arranged on / without the trays

Sequence Host tastes the wine, waiter starts with the ladies ending with the host. Wine poured in an anti-clockwise direction. (Any 1)

No sequence, waiters walk around between the guests

(4) 6.2 Built cocktail: prepared in a glass

Ingredients mixed in the glass in which it will be served Ingredients are floated on top of each other Swizzle sticks can be placed in the glass to allow the ingredients to be mixed Any cocktail where there is an indication that two or more layers excluding ice have been used (Any 2)

(2) 6.3 • Keep the guest calm

• Assist the person immediately • Follow the emergency plan of the establishment • The manager will decide which action should be taken according to

the degree of injury • First aid will be provided for, if injuries are minor • If injuries are serious take the guest to the doctor or hospital • Emergency services will be contacted for major injuries • A report should be completed and filed after the injury (Any 3)

(3) [30] TOTAL SECTION D: 60 GRAND TOTAL: 200

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GRADE 12 NAT IONAL SENIOR C ERTIFI CATE GRAD E 12 · NAT IONAL SENIOR C ERTIFI CATE GRAD E 12 . Hospitality Studies 2 DBE/November 2015 NSC ... Utensils that are moved down d uring