NATIONAL CERTIFICATE (VOCATIONAL) HOSPITALITY SERVICES NQF LEVEL 2 NOVEMBER 2010 ( ) 11 November (X-Paper) 09:00 11:00

Transcription

1 NTIONL ERTIFITE (VOTIONL) HOSPITLITY SERVIES NQF LEVEL 2 NOVEMER 2010 ( ) 11 November (X-Paper) 09:00 11:00 This question paper consists of 13 pages.

2 ( ) -2- N1150(E)(N11)V TIME: 2 HOURS MRKS: 150 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- N1150(E)(N11)V SETION QUESTION 1 Various options are given as possible answers to the following questions. hoose the answer and write only the letter ( ) next to the question number ( ) in the NSWER OOK. 1.1 The document used for recording an event: Function sheet Schedule sheet Record sheet Stock sheet (1) 1.2 amaged crockery and cutlery should be disposed for reasons. financial safety criminal assessment 1.3 In the absence of a vacuum cleaner a could be used to clean carpets. damp cloth broom mop lint-free cloth (1) 1.4 Function rooms should be cleaned use. before and during before and after during and after during 1.5 In customers are served all their food and drink during counter service. partly assisted service fully assisted service unassisted service widely assisted service (1)

4 ( ) -4- N1150(E)(N11)V 1.6 bain-marie can be used during counter service to food. store and freeze store and cool store and warm store and pack 1.7 Why should environmental controls be checked prior to service? (i) (ii) (iii) (iv) To ensure that they function properly. To provide hot water for service. To avoid greater repair costs. To ensure guest satisfaction. (i), (ii) and (iv) (i), (ii) and (iii) (ii), (iii) and (iv) (i), (iii) and (iv) 1.8 The type of call used by employees at the same department: External Internal Incoming Outgoing (1) 1.9 is used to polish hard floors. broom buffer cloth vacuum (1) 1.10 To verify the receipt of linen, a should be used. account and receipt account and invoice purchase order and receipt purchase order and invoice [15]

5 ( ) -5- N1150(E)(N11)V QUESTION omplete the following sentences by choosing a word(s) from the list below. Write only the word(s) next to the question number ( ) in the NSWER OOK. disinfectants; covered; lint-free; ice; waste bins; accessible; damp; soapy water; cupboards; stacked When emptying and cleaning always wear gloves and ensure that they are with a lid when stored. Food covers should be cleaned with hot and shined with a cloth. Room service trolleys should be cleaned with and stored where easily for the next use. buckets should be emptied and stored in clean Trays should be wiped with a cloth and on clean shelves. (10) 2.2 Give ONE word/term for each of the following descriptions. Write only the word/term next to the question number ( ) in the NSWER OOK Electrical equipment used to suck up dirt from floor coverings chemical used on soft and hard floors to remove stubborn stains chemical used to remove floor finishes such as polish chemical used to remove all soils that are not removed by normal vacuuming instructions need to be followed when using chemicals and equipment whilst cleaning floors (5)

6 ( ) -6- N1150(E)(N11)V 2.3 hoose a suitable glass from OLUMN that matches the picture in OLUMN. Write only the letters ( F) next to the question number ( ) in the NSWER OOK. OLUMN OLUMN E F randy sniffer ollins glass eer glass Old-fashioned glass Zombie hampagne saucer (5)

7 ( ) -7- N1150(E)(N11)V 2.4 hoose a description from OLUMN that matches the name in OLUMN. Write only the letter ( E) next to the question number ( ) in the NSWER OOK. OLUMN OLUMN Skip Tot measure arafe rip mats Punch bowl used to serve wine that is bought in large quantities used to collect empty bottles used for mixing large amounts of alcoholic and non-alcoholic drinks used for measuring spirits and liqueurs E used to protect surfaces from any spills (5) [25] QUESTION 3 Indicate whether the following statements are TRUE or FLSE. Write only 'true' or 'false' next to the question number ( ) in the NSWER OOK The incorrect dilution of chemicals could be costly for an organisation. uring takeaway services waste should be disposed of with bare hands. For efficient service damaged crockery and cutlery should be reported to the supervisor. Takeaway service areas should be cleaned while you work. Promotional materials should be placed in the manager's office. To avoid loss of stock, bar areas should be accessed by authorised persons only.

8 ( ) -8- N1150(E)(N11)V If food orders are delayed, the quality of food would please customers. lean linen should be stored in a spare guest bedroom. Guests' room and cellphone numbers should be disclosed to all staff for security reasons. poster can be used to promote drinks at the bar. [10] TOTL SETION : 50 SETION QUESTION Study the picture below and answer the questions that follow Identify the machine in the picture. (1) Which method would you use to restock the machine? (1) iscuss the correct cleaning procedure for the machine. (5)

9 ( ) N1150(E)(N11)V Study the picture below and answer the questions that follow Identify the room set-up in the picture. (1) Name ONE type of function that could be held in this room. (1) Explain the requirements of a basic room set-up (a) When would this function room be refreshed? (1) (b) riefly discuss the procedures for refreshing the function room. If the number of people using the function room suddenly increased just before the start of the function, how would you deal with the situation? 4.2.5

10 ( ) -10- N1150(E)(N11)V 4.3 Study the counter service area below and answer the questions that follow Name ONE food service item that could be used to dish out food during counter service. (1) How does the food display in the picture affect sales? (1) (a) (b) How should the cutlery used during service be dried and stored? t the end of service you discover that there is no hot water to wash the service equipment. Explain how you would handle the situation. 4.4 Name any TWO food items and their appropriate packages which could be served during takeaway service. (2 x 2) (4) 4.5 In your opinion, why should drink service areas be kept clean? [30]

11 ( ) -11- N1150(E)(N11)V QUESTION s a housekeeping supervisor one of your duties is to train your staff (room attendants) in health and safety when cleaning guest bedrooms List THREE guidelines that you would give to room attendants about basic hygiene risks while making guests' beds. Name TWO types of beds used in guest bedrooms. What should room attendants do if they find linen missing from a room? 5.2 Name any THREE items found in guests' bedrooms and name the material that each is made of. (2 x 3) (6) 5.3 Explain how you would clean ONE of the items in QUESTION Which FOUR cleaning items would room attendants use to clean guest bathrooms? (4) 5.5 How should room attendants deal with the following unexpected situations? blocked toilet shortage of cleaning supplies 5.6 Name TWO types of clothing that room attendants could wear when cleaning guest bathrooms. 5.7 iscuss what room attendants would do to ensure that they are hygienically safe when cleaning guest bathrooms. (5) [30]

12 ( ) -12- N1150(E)(N11)V QUESTION 6 Mary, a cleaner, works at the hotel pictured below. It is her job to keep the lobby clean. 6.1 List THREE cleaning materials that Mary would use when cleaning the lobby. 6.2 Explain to Mary how she should show politeness and friendliness to guests when cleaning the lobby. 6.3 Give guidelines to Mary on health and safety when cleaning public areas. (4) 6.4 What should Mary do if a plug stops working while she is cleaning the lobby with a machine? 6.5 How would the supervisor ensure that Mary dilutes cleaning chemicals correctly? [15]

13 ( ) -13- N1150(E)(N11)V QUESTION Which quality checks should be done if linen is received from an outside laundromat? How should linen that does not meet the quality check standard be handled? 7.2 Explain the procedure for ensuring that linen is stored in a tidy and secured storeroom. (4) 7.3 If an external laundromat is late for its daily deliveries, how would you handle the situation? 7.4 escribe the importance of body language when talking on the phone. 7.5 Give guidelines for dealing with abusive callers. 7.6 List FIVE organisational information items which cannot be disclosed to anyone. (5) How many times should a telephone ring before it is answered? Why shouldn't callers be put on hold for too long? (1) [25] TOTL SETION : GRN TOTL: