MARKING GUIDELINE NATIONAL CERTIFICATE (VOCATIONAL) NOVEMBER 2010 HOSPITALITY SERVICES NQF LEVEL 2 11 NOVEMBER

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1 MARKING GUIDELINE NATIONAL CERTIFICATE (VOCATIONAL) NOVEMER 2010 NQF LEVEL 2 11 NOVEMER 2010 This marking guideline consists of 10 pages.

2 MARKING GUIDLINE -2- NC1150(E)(N22)V SECTION A QUESTION A C D 1.10 D, C (Reminder that some answers are 2 marks) [15] QUESTION Waste bins, covered Soapy water, lint-free Disinfectant, accessible Ice, cupboards Damp cloth, stacked (10) Suction machine. Vacuum cleaner Stain remover/ Mr Muscle Stripper Carpet cleaner/shampooer Manufacturer s (5)

3 MARKING GUIDLINE -3- NC1150(E)(N22)V C F A D E/ (5) D A E C (5) [25] QUESTION True False True True False/True True False False False True [10] TOTAL SECTION A: 50

4 MARKING GUIDLINE -4- NC1150(E)(N22)V SECTION QUESTION Vending machine FIFO/packing stock/packing new stock at the back of older stock (any 1) Switch off the machine. Follow manufacturer s instructions in cleaning the machine. Use appropriate cleaning materials/detergents Empty the machine and clean first the interior then the exterior. Close and lock machine and ensure that it is correctly re-stocked using the FIFO rule. Wipe with a damp cloth Dry/dry with cloth (any 5 in any order) (5) oard room style/boardroom Seminar, Meeting or Conference Customer s requirements Type of function Size and shape of function Number of covers Stationery Refreshments Chairs Tables Flip chart Sound equipment Overhead/data projector Lectern (any three) (3) (a) (b) efore the function begins/during breaks or during meal breaks or as specified on the function sheet (any one) efore: wipe/dust tables and chairs Vacuum the room Switch on the lights/air conditioning Spray the room to freshen up or During: Empty dustbins and remove any dirty cups or glasses Replenish sweets, water or cordials (if provided) Position chairs neatly

5 MARKING GUIDLINE -5- NC1150(E)(N22)V efore leaving check that the room is neat and tidy. Use air freshener if required. (any three) (3) Report to the supervisor/function coordinator If necessary move the chairs slightly close to one another to create space for additional chairs. Add more chairs in the spaces created. Add any complimentary items such as notepad, pen, water glasses etc. (any two) Serving spoon or fork or plastic glove or dishing4.3 up spoon If it is attractively displayed people would want to buy because they eat with their eyes and sales will therefore increase/ labelled items for the customer to choose from Or It is cluttered/ no promotional items a) b) Use a lint-free cloth. Store them in a clean dry storeroom or shelves/draw. Use a kettle or pot on the stove to boil water. Do not leave dirty dishes as they could attract pests Inform your supervisor 4.4 Meal dishes (e.g Chicken curry)- Foil dishes or Foam plate Chips and Russian- Cardboard containers or Foam dishes or Styrofoam or disposable container everages Foam cups/plastic glasses Salad plastic container Sandwich plastic wrap (any TWO relevant answer) (4) 4.5 So that hygiene standards are met and a clean professional image is potrayed to customers. To meet customers approval /promote repeat business To remove dirt and dust (any TWO relevant answer) [30] QUESTION Always use protective clothing. - Place heavily soiled linen in their own plastic bag - Avoid touching spills with bear hands. - Promote good personal hygiene of the room attendants (3)

6 MARKING GUIDLINE -6- NC1150(E)(N22)V Single - Double - King - Queen (any two) Notify/report the housekeeping supervisor immediately - If theft is not reported immediately, it is possible that the room attendant responsible for cleaning the specific room will be a suspect. - Under no circumstances should a room attendant confront the suspect. If the suspect is still in-house, report the matter to security. The security manager will then decide on the appropriate action. - record in the stock book. (any two) 5.2 Wood - Study table or Coffee table - Headboard - Chairs - Luggage rags - Picture frames - Wardrobes or uilt-in cupboards Glass - Windows - Pictures - Mirrors - TV Screens - Light fittings - Ashtrays Plastic/ Melamine - Telephone - Television - Guest stationary folder - Luggage rags - Cupboards Metal - Lamps - Ashtrays - Mirrors - Lamps - Door handles Fabric - Chairs and sofas - Lampshades - Curtains - Headboards (any three) (2 x 3) (6)

7 MARKING GUIDLINE -7- NC1150(E)(N22)V 5.3 Wood: dust the surface with a clean cloth o duster and spray the correct polish onto the surface and shine with a clean dry cloth Glass: Spray glass cleaner directly on surface to be cleaned, wipe with a clean dry lint-free cloth or spray glass cleaner on a clean cloth and wipe down ensure there are no streaks or marks. Plastic/ Melamine: use a damp cloth to wipe the surface. Rub over with a clean dry cloth if necessary. Metal: Use a neutral detergent and wipe the surface or Use specialised polish, allow to dry and shine with a clean dry cloth Fabric: dust or brush upholstery according to supplier s instructions. Remove stains and marks with a cleaner recommended by manufacturers. (any one) 5.4 Cloth ucket Toilet brush Small brush for stubborn stains and marks Mop Sponges Detergents Disinfectants room uffer (any four) (4) Inform the supervisor/report immediately to maintenance and check on it later if it has been fixed. or Try to unblock it yourself if you have appropriate equipment and check on it later/ place a `out of order sign in toilet Report it to your supervisor and try and use alternatives if available Order more stock (any 2) 5.6 Gloves Apron/overall/uniform Rubber shoes /closed shoes/safety shoes Face mask (any two) 5.7 Always wash your hands after handling waste and refuse. Always wear gloves when dealing with anything containing bodily fluids/do not touch with bare hands Wear protective gear such as goggles, plastic apron and safety/closed shoes

8 MARKING GUIDLINE -8- NC1150(E)(N22)V QUESTION 6 when dealing with chemicals. Wrap items such as razors and needles with a newspaper and disposed in a sealed plastic bag. Never leave waste lying around where guests could catch an illness or disease. Open windows if chemicals have fumes (5) [30] Sanitizer - Polish - Detergent/soap - Disinfectant (any three) (3) Always greet guests with a smile - have a positive attitude towards guests - Pick up signals that guests may need assistance - Respect cultural differences - Allow enough personal space - e responsive to guests requests - Make eye contact - e professional - e informed about the hotel and local attractions (any three) Wear protective clothing. - Use hazardous signs when cleaning floors/ put up sign for `wet floors - Follow manufacturer s instructions when using equipment and chemicals. - e aware of your surroundings and report any suspicious items to your supervisor or relevant persons. - Report any problems or faults that could cause accidents. (any four) Switch machine off - Unplug the machine. - Report the matter to maintenance or supervisor and put a note on the plug out of order - Use manual cleaning equipment to finish off the cleaning. (3) (4) (3) Train her on the use of chemicals. - Have chart to show how chemicals should be diluted. - Label the container showing how to dilute chemicals on the container. [15] QUESTION Check that there are no stains or marks/ damage - Check whether the bags they are received in are sealed and not torn. - Check that there are no tears, frayed edges or loose seams (3)

9 MARKING GUIDLINE -9- NC1150(E)(N22)V - check if number that went out is the same as the number that came in Record the discrepancies according to organisational procedure. - Return to the Laundromat. - call the Laundromat - report to the supervisor - Must be separated from other linen (any 2) Storerooms should be cleaned daily - Have labelled shelves for each type of line - Only authorised persons can access the storeroom - Record of what goes in and out of the storeroom must be kept. - folded neatly and stacked - store in a dust free/ventilated room - store in a room large enough (4) Report the matter immediately to your supervisor - Contact the Laundromat to find out what the problem is. - If the delivery is late and likely to affect the flow of operation, ask the supervisor to issue stock from the storeroom/ use linen from the storeroom - You could arrange for the linen to be fetched from the external laudromat. - Use new linen to ensure that customers are satisfied. - Inform other departments of the delay, if their schedules may be affected. - You may need to block-off empty rooms and use the linen from those rooms or inform reception to allocate different rooms to guests still to arrive./take linen from another room. (any three) (3) To ensure that the message you relay comes out the way you say it to the person that you are speaking to on the other end. - To sound professional. - People may be watching you in the area where you work. - negative body language will come across as if you are not interested/ unprofessional/negative (any two) Never argue with the caller - Try to determine what the issue- confirm what you understand about the issue - Apologise on behalf of the company if you need to, do not make excuses - Empathise with the caller if appropriate - Seek a solution to the problem - Confirm the solution with the caller (any three) (3) Employees private details - Organisation s safe - Any secret recipes - Staff movements

10 MARKING GUIDLINE -10- NC1150(E)(N22)V - New appointments and resignations - How much staff get paid - Organisational policies and procedures (any relevant answer) (5) Three times / 3 to 5 times They will get irritated and might hang up with a negative impression of the company. Or they might feel like a nuisance and interruption. [25] TOTAL SECTION : GRAND TOTAL: