HOSP-N12-MEMO-Eng_hlayiso.com_.pdf

Downloaded from hlayiso.com Province of the EASTERN CAPE EDUCATION NATIONAL SENIOR CERTIFICATE GRADE 11 NOVEMBER 2012 HOSPITALITY STUDIES MEMORANDUM MARKS: 200 This memorandum consists of 10 pages.

Downloaded from hlayiso.com 2 HOSPITALITY STUDIES (Memo) (NOVEMBER 2012) SECTION A: QUESTION 1 1.1 MULTIPLE-CHOICE QUESTIONS 1.1.1 C Liaison √ LO3 AS5 (1) 1.1.2 C host. √ LO4 AS4 (1) 1.1.3 A teamwork. √ LO4 AS2 (1) 1.1.4 B calmly √ LO4 AS2 (1) 1.1.5 B Standard operation procedures √ LO2 AS1 (1) 1.1.6 A First In First Out √ LO3 AS2 (1) 1.1.7 A masalas. √ LO1 AS1 (1) 1.1.8 D Mirepoix. √ LO3 AS5 (1) 1.1.9 C Le délice. √ LO3 AS5 (1) 1.1.10 B aboyeur √ LO1 AS3 (1) 1.1.11 B poisoning. √ LO2 AS2 (1) 1.1.12 A Job description √ LO1 AS3 (1) 1.1.13 D Foie gras √ LO3 AS5 (1) 1.1.14 D harassment. √ LO4 AS2 (1) 1.1.15 C making eye contact. √ LO4 AS2 (1) 1.2 MATCHING ITEMS 1.3 MATCHING ITEMS 1.2.1 B √ LO4 AS3 (1) 1.3.1 D√ LO1 AS1 (1) 1.2.2 D √ LO4 AS3 (1) 1.3.2 F√ LO1 AS1 (1) 1.2.3 G √ LO4 AS3 (1) 1.3.3 E√ LO1 AS1 (1) 1.2.4 E √ LO4 AS3 (1) 1.3.4 B√ LO1 AS1 (1) 1.2.5 A √ LO4 AS3 (1) 1.3.5 C√ LO1 AS1 (1) 1.4 ONE WORD ITEMS 1.4.1 Concierge √ LO1 AS2 (1) 1.4.2 Penalty √ LO2 AS1 (1) 1.4.3 Salmonella √ LO2 AS2 (1) 1.4.4 Acknowledgement √ LO4 AS2 (1) 1.4.5 Biltong √ LO1 AS1 (1) 1.4.6 Plate service √ LO4 AS3 (1) 1.4.7 Petit fours √ LO3 AS5 (1) 1.4.8 Jasmine rice √ LO3 AS5 (1) 1.4.9 Labour costs √ LO3 AS3 (1) 1.4.10 Discrimination √ LO4 AS2 (1) 1.5 1.5.1 Labour Relations Act √ LO1 AS3 (1) 1.5.2 Basic Conditions of Employment Act √ LO1 AS3 (1) 1.5.3 Unemployment Insurance Act √ LO1 AS3 (1) 1.5.4 Employment Equity Act √ LO1 AS3 (1) 1.5.5 Aliens Control Act √ LO1 AS3 (1) TOTAL SECTION A: 40

Downloaded from hlayiso.com (NOVEMBER 2012) HOSPITALITY STUDIES (Memo) 3 SECTION B: HOSPITALITY CONCEPTS, HEALTH AND SAFETY QUESTION 2 2.1 2.1.1 Clostridium botulinum √ LO2 AS2 (1) 2.1.2  Giddiness √  Blurred vision √  Respiratory distress √  Headache √  Nausea √  Vomiting √ (Any 4) LO2 AS2 (4) 2.1.3  They should be stored in the refrigerator, at the temperatures of 0 – 2 °C for less than two days √  They should be frozen at -18 °C or below √  They should never be thawed and refrozen √ LO3 AS2 (3) 2.2  Pathogenic micro-organisms are those that are harmful and can cause food poisoning √  Non-pathogenic micro-organisms are those that are harmless and can even be useful in the production of other food items. √ LO2 AS2 (2) 2.3  Food √ – all micro-organisms need food for them to grow. √  Environment √ – some need neutral environment but others grow over a range of pH balance. √  Moisture √ – they all need moisture to grow. √  Temperature √ – they grow best at room temperatures but others can grow at low temperatures and freezing cold. √  Oxygen √ – bacteria do not need oxygen but yeast and mould grow faster where there is oxygen. √ (Any 2) LO2 AS2 (4) 2.4 2.4.1 Occupational Health and Safety Act √ LO2 AS1 (1) 2.4.2  A workplace health and safety policy and guidelines. √  A workplace health and safety committee. √  Health and safety representatives for all work areas. √  Assurance that all system and machinery are safe. √  A workplace free of risks. √  Adequate precautionary measures to prevent accidents. √  Properly trained and supervised staff. √ (Any 5) LO2 AS1 (5) 2.4.3  The owner will be guilty of criminal offence. √  He could be fined as much as R100 000. √  He could be sentenced to two years imprisonment. √  The court will order him to obey the regulations of the act within a set period of time. √ (Any 3) LO2 AS1 (3)

Downloaded from hlayiso.com 4 HOSPITALITY STUDIES (Memo) (NOVEMBER 2012) 2.5 2.5.1  Good communication skills √  Good planning skills √  Good organising skills √  Management and supervisory skills/Leadership skills √ (Any 3) LO1 AS3 (3) 2.5.2  Friendly  Trustworthy  Tactful  Honest (Any 3) LO1 AS2 (3) 2.5.3  To make reservations  Attend to queries  Financial issues  Marketing  Event co-ordination  Administration (Any 3) LO1 AS2 (3) 2.6  Safe and secure parking and safe access from the parking area to the restaurant. √  Access to the establishment must be easy and welcoming to the guests but difficult and unwelcoming to the criminals. √  Customers should be restricted to the guest areas. √  Staff should be clearly identifiable by their uniforms. √  There should be an effective security system which includes a contract with a professional armed response. √  A system of code words should be used to make staff aware of any threats. √  Staff should have regular emergency drills. √  There should be a clear system of managing the cash register. √ (Any 5) LO2 AS3 (5) 2.7  Riots  Strikes  Bomb threats  Robbery  Fights  Fire  Floods  Any relevant answer (Any 3) LO2 AS3 (3) TOTAL SECTION B: 40

Downloaded from hlayiso.com (NOVEMBER 2012) HOSPITALITY STUDIES (Memo) 5 SECTION C: FOOD PRODUCTION QUESTION 3 3.1 3.1.1 500 g Cake flour x R21,99 √ = R4,40 √ 2500 g 75 g Castor sugar x R18,50 √ = R1,39 √ 1000 g 3 Eggs x R14,00 √ = R3,50 √ 12 10 g Baking powder x R12,00 √ = R1,60 √ 75 g 25 g Apricot jam x R16,95 √ = R3,39 √ 125 g Total Cost = R14,28 √ Total Cost per Slice = R14,28 ÷ 4 slices √ = R3,57 √√ LO3 AS3 (14) 3.1.2 65 Overhead cost and profit = R3,57 x √ = R2,32 100 Selling price per slice = R3,57 + R2,32 √ = R5,89 √ LO3 AS3 (3) 3.2  Check that the quality, size and quantity meet the expectations of the order. √  Check the price on the invoice is correct and corresponds with the purchase order. √  Label or mark perishable goods with the date received. √  Keep a daily receiving record of received goods. √  Immediately transfer goods to the correct storage or preparation area to prevent any loss or damage to the products. √  Check that the packaging is not damaged. √  Check that the goods are current – check the sell-by-date; if it has expired, send the goods back immediately. √  Check that chilled and frozen foods have arrived at correct temperature (use thermometer). (Any 5) LO3 AS2 (5)

Downloaded from hlayiso.com 6 HOSPITALITY STUDIES (Memo) (NOVEMBER 2012) 3.3 3.3.1 GOOD  Colour combination is varied. √  The meal is nutritionally balanced. √  Variety of cooking methods used. √  Texture is varied. √ BAD  There is a repetition of cream/cream sauce. √  Flavours are not varied because of the cream sauce in more than one dish. √  Repetition of cream/cream sauce will make the meal to be too rich. √  Any relevant answer. (Any 5) LO3 AS4 (5) 3.3.2  Tomato ─ Fruit √  Cucumber ─ Gourds and squashes √  Spinach ─ Leaves √  Carrot ─ Roots √ LO3 AS5 (4) 3.3.3 Ballotine is a deboned chicken leg that is stuffed. √√ LO3 AS5 (2) 3.4 3.4.1 To develop gluten. √ LO3 AS5 (1) 3.4.2 (a) Salt ─ Improves the taste √ ─ It strengthens gluten √ LO3 AS5 (1) (b) Shortening ─ Adds taste and the keeping quality √ ─ Improves the texture √ LO3 AS5 (1) (c) Egg ─ Gives better texture √ ─ Enriches the product √ ─ Any One Function each LO3 AS5 (1) 3.5 Arborio rice √ LO3 AS5 (1) 3.6 Thickened soup √ Suitable garnish – Cream/Milk/Yoghurt (Any 1) √ LO3 AS5 (2) [40]

Downloaded from hlayiso.com (NOVEMBER 2012) HOSPITALITY STUDIES (Memo) 7 QUESTION 4 4.1 4.1.1 Partissier Responsible for baked items, pastries and desserts. √ LO3 AS1 (1) 4.1.2 Chef de Partie Responsible for a section in the kitchen. √ OR Also responsible for production of the menu. √ LO3 AS1 (1) 4.1.3 Sous chef Responsible for daily administration. √ OR She/he stands in for the executive chef and assists the station chefs when necessary. √ LO3 AS1 (1) 4.1.4 Rotisserie Responsible for grilling, frying, deep frying of meat and poultry. √ LO3 AS1 (1) 4.2  Prepare the vegetables as close to the serving time as possible. √  Always use a sharp knife. √  Peel vegetables only when absolutely necessary. √  Do not soak vegetables after you have prepared them, (Except for those that will discolour when exposed to oxygen.) √ LO3 AS5 (4) 4.3  The packaging must be neat, clean and no tears or holes. √  There should be no liquid in the packaging. √  Check the sell-by-date. √  Check that it does not smell bad. √  The flesh should be firm. √  The skin should be white, unbroken and with a faint bluish tint. √  There should be no bruises or dark patches. √  Check that all feathers have been removed. √ (Any 4) LO3 AS5 (4) 4.4 4.4.1 To prevent evaporation and becoming cloudy. √ LO3 AS5 (1) 4.4.2 Starchy vegetables will cause the stock to be cloudy. √ LO3 AS5 (1) 4.4.3 To clarify stock from any impurities. √ LO3 AS5 (1) 4.4.4 Skim will penetrate stock and spoil the appearance and taste. √ LO3 AS5 (1) 4.5  Whole or round √ The fish is intact as it was caught. √  Drawn √ Internal organs (viscera) are removed. √  Dressed √ Viscera, scales, head, tail and fins are removed. √  Pan-dressed √ Viscera, gills, and scales are removed and the tail and fins are trimmed. √  Steaks √ Cross section slices each containing a section of a backbone. √  Fillets √ Boneless sides of fish with or without skin. √  Butterflied √ Pan-dressed, boned and opened like a book. Both sides of the fish still joined. √ (Any 3) LO3 AS5 (6)

Downloaded from hlayiso.com 8 HOSPITALITY STUDIES (Memo) (NOVEMBER 2012) 4.6 4.6.1  It should be light in texture. √  Should have glossy appearance. √  Should have a definite taste. √  Should be smooth, without lumps. √ LO3 AS5 (4) 4.6.2 Béchamel is a sauce made from roux and milk is used as a liquid whereas √√ Velouté is a sauce made from roux and chicken or fish stock is used as a liquid. √√ LO3 AS5 (4) 4.7 4.7.1 FAILURES CAUSES (a) Speckled crust  Over-beating √ √  Sugar too coarse √ (b) Risen to peak,  Oven temperature too high √ cracked upper  Too much mixture for the size of the tin √ crust √ (c) Cake sinking  Too much raising agent √ in the middle √  Wrong oven temperature √  Oven door was opened while cake was in the oven √ (d) Close, heavy  Over-mixing √ texture. √  Too little raising agent √  Mixture too stiff √ (e) Sugary hard  Too much sugar √ crust √  Ingredients not mixed properly √ (f) Cake unevenly  Oven shelf is not level √ risen √  Cake mixture placed on top oven shelf √ (g) Fruit sunk in  Fruit too wet and heavy √ fruit cake √  Too much raising agent √  Mixture too soft to hold the fruit √ (Any 3) LO3 AS5 (6) 4.7.2 Chemical raising agent √ LO3 AS5 (1) 4.7.3  By beating the mixture √  Creaming sugar and shortening √  Folding in beaten eggs √  Whipping or beating the eggs vigorously √  Rubbing in fat into the mixture √ (Any 3) LO3 AS5 (3) [40] TOTAL SECTION C: 80

Downloaded from hlayiso.com (NOVEMBER 2012) HOSPITALITY STUDIES (Memo) 9 SECTION D: FOOD AND BEVERAGE SERVICE QUESTION 5 5.1 5.1.1 Restaurant manager √ LO4 AS1 (1) 5.1.2 Head waiter/Maitre d’ hotel √ LO4 AS1 (1) 5.1.3 Reception head waiter/Station head waiter √ LO4 AS1 (1) 5.1. 4 Waiter √ LO4 AS1 (1) 5.2 5.2.1 Waiter/Waitron √ LO4 AS1 (1) 5.2.2  Their uniforms are neat and clean. √  Suits, waist coats and skirt/trousers are well pressed and free of spots. √  The shoes are comfortable, clean, well-polished and in good repair. √  The do not wear jewellery. √  The male waiter is clean shaven. √  No missing buttons. √ (Any 5x1) LO4 AS1 (5) 5.2.3  Competency of the staff √  Tables most frequently used by the guests √  Physical attractiveness of the station e.g. tables next to the window overlooking the sea √  Distance from the kitchen √  Number of covers to be served √ LO4 AS1 (5) 5.3 5.3.1  Quickly diffuse the problem. √  Let the guest describe without interruption what went wrong. √  Apologies should sound sincere and convincing. √  Do not make excuses or blame anyone else. √  Be polite. √  Never offer something you cannot deliver. √  Check back. √ (Any 4) LO4 AS2 (4) 5.3.2  Remove all the dirty dishes and empty jugs. √  Clear all used serving dishes and utensils. √  Cover all leftovers and refrigerate. √  Clear all tables and remove the table cloths. √  Wipe the counters and tables. √  Switch the hot beverage machines off and clean them. √  Arrange the tables and prepare the dining room for the next service. √  Follow the correct cleaning procedures for the linen, crockery, cutlery, glassware and any other equipment used. √  Store the linen, crockery, cutlery, glassware and equipment in the correct place and manner. √  Make sure that store rooms and cupboards are locked. √ (Any 4) LO4 AS4 (4)

Downloaded from hlayiso.com 10 HOSPITALITY STUDIES (Memo) (NOVEMBER 2012) 5.3.3  When clearing tables, remember that customers do not need to feel hurried.  Try to clear on each trip to and from the service area.  Learn to clear as quickly as possible.  Handle the cutlery gently, but firmly and do not bang the plates when scraping or piling them.  Do not clear the plates until everyone has finished. (Any 4) LO4 AS4 (3) 5.3.4  Present the bill when the guests have requested for it. √  Always present the bill to the host. √  Present it on a small plate and from right-hand side of the guest. √  Place the bill in a bill-fold so that the amount is not visible. √  Do not hover around waiting for the guests to pay. √ (Any 4) LO4 AS4 (4) 5.3.5  If it is an early morning tea, the food will consist of sweet items; if it starts little later, savoury items should also be included.  Always cater for the unexpected, e.g. guests who are allergic to milk and wheat products.  A tea usually consists of one large cake, Swiss roll, cheese cake or gateau. (Any 3) LO4 AS3 (3) 5.4 5.4.1 Table d’hôte menu LO4 AS3 (1) 5.4.2 A ─ Dessert spoon √ B ─ Dessert fork √ C ─ Dinner/Joint fork √ D ─ Soup spoon √ E ─ Fish knife √ F─ Dinner/Joint knife √ LO4 AS3 (6) TOTAL SECTION D: 40 GRAND TOTAL: 200