Hospitality Studies Grade 12 NSC November 2014 Memo (Eng)

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE SENIOR CERTIFICATE GRADE 12 HOSPITALITY STUDIES NOVEMBER 2014 MEMORANDUM MARKS: 200 This memorandum consists of 17 pages. Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 2 DBE/November 2014 NSC – Memorandum SECTION A QUESTION 1 1.1 MULTIPLE-CHOICE QUESTIONS 1.1.1 C√ 1.1.2 D√ 1.1.3 A/B√ 1.1.4 B√ 1.1.5 C√ 1.1.6 A/B√ 1.1.7 D√ 1.1.8 A√ 1.1.9 B/C/D√ 1.1.10 B√ (10) 1.2 MATCHING ITEMS 1.2.1 E√ 1.2.2 K√ 1.2.3 A√ 1.2.4 I/J√ 1.2.5 H√ 1.2.6 D√ 1.2.7 F√ 1.2.8 I/J√ 1.2.9 L√ 1.2.10 B√ (10) 1.3 ONE-WORD ITEMS 1.3.1 point of sale√ /POS√ 1.3.2 baked Alaska√ 1.3.3 malva pudding√ 1.3.4 salmonella√ 1.3.5 stewing√ 1.3.6 glazing√ 1.3.7 Churros/sonhos √ 1.3.8 plated/plating/silver/English√ 1.3.9 franchise√ 1.3.10 baking blind/blind baking/vol au vent/ bouchee/ barquette/short crust (10) shell √ Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 3 DBE/November 2014 NSC – Memorandum 1.4 SELECTION ITEMS 1.4.1 A√ D√ E √ (Any 2) 1.4.2 A√ C√ D√ (5) 1.5 1.5.1 Claret√ / Pinotage√ / Merlot√ (3) 1.5.2 Sauvignon blanc√ / Chardonnay√ / Chenin Blanc√ (Any 2) (5) TOTAL SECTION A: 40 Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 4 DBE/November 2014 NSC – Memorandum SECTION B: KITCHEN AND RESTAURANT OPERATIONS HYGIENE, SAFETY AND SECURITY QUESTION 2 2.1 2.1.1 - Show tolerance by recognising others in the establishment√ - Show support and accept others/ respect√ - Willingness: They must be prepared to work with others/ √ - Display fairness/honesty with the team√ - Co-operating with one other√ - Work toward the same objectives√ - Everyone pulling their weight√ - Sharing successes and failures√ - Clarify the job description of each staff member. √ - The employer to give incentives to improve working relations √ - Talk to each other/communication √ - Objectivity: Do not be biased against other people√ - Ask for help when needed√ - Understanding: have some thought for your fellow workers and do not be selfish. √ - Teamwork: practice to work together/do team building exercises √ - Positive attitude: Enjoy working with each other. √ (Any 5) (5) 2.1.2 - The maître d' should make a good impression in order attract clients. √ - Ensure that the guest is satisfied and will become a loyal customer for return business√ - A satisfied customer will be willing to pay for the service which will result in boosted profits√ - Good service by the maître d' can lead to positive word of mouth attracting more customers√ - More customers will bring in more money √ (Any 3) (3) 2.2 - Lower productivity√, work will not be done on time or to the expected standard√. - Increases absenteeism√, as sick workers are not fit to work√ - Jobs are created√ - Costs incurred in retraining and rehiring workers√ - Low employee morale where other workers have added work because of staff shortages√ (4) - Workflow disruption √ - Inhibits/ decreases economic growth √ (Any 4) 2.3 - Data from the reception is sent to the housekeeping section. √ - Improves housekeeping coordination, increases efficiency, improving guest service√ - At a glance the housekeeping department is able to determine the number of rooms that need to be prepared for check-in guests/ Saves time/quicker Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 5 DBE/November 2014 NSC – Memorandum - The reception is able to see how many rooms are available for new bookings. - Guest requests can be viewed by housekeeping e.g. extra cot in room. - More accurate information - Assists with stock taking (Any 4) (4) 2.4 - Identification numbers√/passport numbers/copies of passports - Fill in a registration card√ - Sign printed copy of registration form√ - Number of guests in the group√ - List of guest names and allocation of the rooms keys/cards/codes√ - Contact details: telephone number√ , address, √ email address√ - Credit card details may be required additional costs - Type of room requested by tourists : smoking or non-smoking√, single or double√, room views√ - Updating additional costs/extra services√ - Confirmation of the group booking √ (Any 4) (4) TOTAL SECTION B: 20 Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 6 DBE/November 2014 NSC – Memorandum SECTION C: NUTRITION AND MENU PLANNING FOOD COMMODITIES QUESTION 3 3.1 3.1.1 Puff√ (1) 3.1.2 - Measure ingredients accurately√ - Keep work surface, ingredients, utensils and hands ice cold√ - Handle the dough lightly√ - Use minimum flour when rolling√ - Incorporate as much air as possible√, roll and fold√ - Détrempe should be rolled in a rectangle of even thickness√ - Place butter in centre of dough√ - Fold dough around the butter enclosing it completely√ - Roll the block of dough and butter into an even rectangle√ - Fold the dough into a business letter√ - Fold dough into three and pinch the open edges together to trap the air√ - Don't stretch the pastry√ - Rotate block of dough 90% on the work surface√ - Roll out again and fold again. √ - Rest and chill pastry for 30 minutes after each stage of making and assembling - Repeat rolling process 4–5 times√ (Any 5) (5) 3.1.3 Apple √ Gravy √ Raisin √ Mustard √ Cranberry √ Sauce Robert √ (Any 1) (1) 3.1.4 - almonds√ - brazil √ - cashews√ - hazelnuts√ - macadamia√ - pecan√ - pistachio√ - walnuts√ - peanuts √ (Any 2) (2) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 7 DBE/November 2014 NSC – Memorandum 3.1.5 - pigeon√ - quail√ - wild goose√ - ostrich√ - pheasant √ - guinea fowl √ - wild duck √ - partridge √ - emu √ (Any 3) (3) 3.1.6 - Roast beef is not suitable√ because pollo-vegetarians exclude red meat√. - Chutney chicken is suitable√, pollo-vegetarians include poultry, milk products, eggs and vegetables√. - Grilled pork not suitable√ because they do not eat pork√. - Peach and coconut trifle is suitable, allowed to eat dairy and fruit √. (Any 3 of the above statements) (3x2) (6) 3.1.7 Roast Beef Boucheés, Glazed Pork, Chutney chicken, Peach and Coconut Trifle (Any 1) (1) 3.1.8 - Vegetable lasagne √ - Vegetable breyani √ - Grilled tofu√ - variety of vegetable soups√ - vegetable patties√ - salad/ vegetarian starter√ - dessert √ (Any dish that excludes beef or pork) (3) 3.2 3.2.1 - Protein√ - Carbohydrates √ - Fibre √ (Any 1) (1) 3.2.2 - Sort the beans to remove impurities, broken pieces, stones √ - Wash to remove dirt / Place the beans in a bowl, cover with water and remove any skin or items that might float to the surface √ - Boil the beans rapidly for 3 minutes, remove from the heat, set aside for 1 hour √ OR Place the beans in a bowl and cover with cold water and soak overnight√ - Drain the beans and discard the soaking liquid √ - Rinse under running water√ (Any 3) (3) 3.2.3 - Salt will react with the starch in the beans causing them to harden√ - Salt will slow the cooking process√ (Any 1) (1) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 8 DBE/November 2014 NSC – Memorandum 3.3 3.3.1 - Leaf/Sheet√ - Powdered/Granulated√ (Any 2) (2) 3.3.2 - Gelatine must be measured correctly/correct proportion√ - Gelatine should be hydrated, dispersed properly √ - Chef must ensure that the cheesecake is first properly set√ - Put gelatine mixture to partially set in the fridge√ (Any 3) (3) 3.3.3 - To prevent the fruits from sinking to the bottom/or going to the top√ - Ensures uniform distribution of fruit√ - Enhance the appearance/garnish √ (Any 2) (2) 3.4 Example: Mike's Homemade Products (brand name) √ Fig Jam (name of food product/product name)√ Description of the product e.g. whole, smooth √ 44 Sandton Drive, Johannesburg, South Africa 410 g (weight) √ (name and address of supplier) √ Figs, sugar, water (Bar code) (ingredient list)√ 6 004791 001 1378√ Refrigerate after opening 02/04/15 (instructions for use) √ (use by, best before) √ Produced in an area which uses www.mikesjam.co.za peanuts. (allergens) √ (consumer feedback) √ Manufacture date√ (only one mark per heading) (1 mark for design and Any 5 marks for information) (6) [40] Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 9 DBE/November 2014 NSC – Memorandum QUESTION 4 4.1 4.1.1 (a) A: Paris Brest: Choux√ B: Pastry case: Puff√ (2) (b) A: Paris Brest: initial 200 °C/220°C reduced to 180 °C√ B: Pastry case: 220°C /230 °C√ (2) (c) A. Paris Brest - crisp√ - hollow and dry inside√ - light in weight√ - light brown in colour√ - well puffed√ - even sized √ (Any 2) B. Pastry case - light√ - flaky layers√ - light golden brown in colour√ - uneven surface√ - rich, delicate taste√ (Any 2) (4) 4.1.2 - cream puffs√ - croquembouche√ - gateau St Honore√ - beignets√ - churros/sonhos√ - éclairs√ - profiteroles√ - swans√ - gougere√ - gnocchi √ (Any 2) (2) 4.2 4.2.1 Crown roast√ (1) 4.2.2 - Mint sauce√ - Brown gravy/Jus lie√ - Apple jelly√ (Any 1) (1) 4.2.3 150-200g/ 200g - 250g / 1 to 2 chops per person√ (1) 4.2.4 A Trimming - neatens the meat and clean the bones √ - a sharp knife is used to remove excess fat and sinew√ B Searing - Browning the meat at high temperatures√ surface is browned creating a desirable flavour / and colour√ (4) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 10 DBE/November 2014 NSC – Memorandum 4.3 4.3.1 - Process of covering the surface of meat with thin slices of bacon or fat√. (1) 4.3.2 - Game meat is lean therefore it is very dry√ - Barding prevents the meat from drying out√ - Moistens the meat√ - Adds flavour to the meat √ - Improves the appearance √ (Any 2) (2) 4.4 4.4.1 Cocktail function, finger lunches (Any 1) (1) 4.4.2 - Little or no utensils are required√ - Inexpensive√ - Large number of people can be entertained at one time√ - A small space can be used√ - Duration of the function is short√ - Variety of snacks is served√ - Finger foods allow more creativity√ - Few serving staff√ (Any 3) (3) 4.4.3 (a) Total price of function = Profit + Total cost√ = R4 800√ + (R7 500 + R2 200 + R1 500) or = R4 800 + R11 200√ = R16 000√ (Any 3) (3) (b) Gross profit = Selling price – Food cost √ = R16 000√ – R7 500√ = R8 500√ (Any 3) (3) (c) Cost per person = Selling price/number of guests√ = R16 000/100√ or R160 √ (Any 2) (2) 4.4.4 - Beverages/ Juice on the table√ - Hiring of special equipment√ - Hiring of furniture e.g tables, chairs√ - Music/entertainment √ - Chair covers√ - Centre pieces√ - Flower decoration√ - Decorating the venue, e.g. Christmas eve, lighting√ - Cost of waiters/staff/barman √ - Special requests √ - Service charge √ (Any 4) (4) 4.4.5 - Creates job opportunities when more hotels are built e.g. chefs, waiters√ - Builds infrastructure, e.g. roads, hotels√ - Brings valuable foreign currency into a country if guests are from abroad√ Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 11 DBE/November 2014 NSC – Memorandum - Standard of living of community improves √ - When the hotel is fully booked they outsource casual staff to meet with the demand √. - Increases the GDP (Gross Domestic Product) √ - Improves the local economy (Any 4) (4) [40] TOTAL SECTION C: 80 Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 12 DBE/November 2014 NSC – Memorandum SECTION D: SECTORS AND CAREERS FOOD AND BEVERAGE SERVICE QUESTION 5 5.1 5.1.1 - Attract the attention of the desired target market√ - Bring new services or products to the attention of customers√ - Supply correct, reliable and honest information√ - Comply with standards recommended by publication board. √ (Any 3) (3) 5.1.2. Elaine's Bakery uses packaging to: - Protects the product√ - Makes displaying the product easier√ - Makes storage, handling and transportation of product easier√ - Supplies information about the product√ - Makes it easier to recognise what is inside the product√ (4) - The packaging can be used to market the product. √ - Make the product attractive to catch the eye of the consumer √ (Any 4) 5.1.3 - The budget is not included in the financial plan which details how money will be utilised in the next financial year√ - In the income statement the losses are not included√ - Break-even analysis has been omitted√, it explains how much of an item you need to sell before you have covered your fixed costs and start making a profit on that product√ - With overheads they only included rent√ and excluded hiring of equipment√, water and electricity√, maintenance of the equipment√ - An exclusion of assets, liabilities and owner's equity of the business at the end of the financial year√ - Budget/Providing for unforeseen circumstances√ - A profit of R27000 is included. √ - Cash flow analysis included / shows income and expenditure √ (Any 8) (8) 5.2 5.2.1 Marketing manager - Organizes all marketing activities/ such as promotions or special events at Elaine's Bakery. √ (1) 5.2.2 Finance manager - Oversees all financial procedures of Elaine's Bakery or Signs contracts with reliable service providers√. (Any 1) (1) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 13 DBE/November 2014 NSC – Memorandum 5.3 - Marketing department is responsible for making potential customers aware of the products and services that Elaine's Bakery offers√. - Good marketing will ensure that customers make use of their products and services which provides an income for Elaine's bakery√. - The financial department ensures that the income is spent according to the budget√. - Both departments work closely with one another to ensure the success of the establishment√. (4) 5.4 Security staff should be: - Vigilant and watch out for suspicious vehicles or activities in the car park of Elaine's Bakery√. - Respond to customers' complaints and concerns about noise or security issues√ - Able to respond swiftly and appropriately to emergency situation√ - Able to protect people and workers from Elaine's Bakery√, customers' vehicles√, personal belongings, and the assets inside Elaine's Bakery√. - Vigilant for stealing by staff and customers √ - Visible security at the door and inside so that customers will feel safe and the property protected. √ (Any 4) (4) 5.5 5.5.1 Rack rate - The price the room is available for/ the highest rate offered at the particular time the client arrives at the hotel√. (1) 5.5.2 Revenue-generating area - Areas in any establishment that generate income from services and products. √√ or - Industry sells goods and services such as accommodation, food and beverages which generate income√√ (2) 5.5.3 Entrepreneurship - is a process of starting your own business√√ or - Someone who identifies a business opportunity and takes calculated risks to achieve success√√ (2) [30] Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 14 DBE/November 2014 NSC – Memorandum QUESTION 6 6.1 6.1.1 - The cup, saucer and teaspoon must be placed in front of the customer√ - Tea is served in a pot so that guests can pour for themselves√ - The waiter must supply a strainer√ - The waiter must provide milk, lemon, and the appropriate sugars√ - The teapot accompanying the hot-water pot are not presented on an under plate√ - Items not needed must be removed from the table, e.g. magazines√ - The waiter is pouring the tea from the right hand side √ - The cups ear is facing the wrong way √ - The teaspoon is not correctly placed i.e. not parallel to the ear √ (Any 3) (3) 6.1.2 The waiter: - Should apologise√ , sound sincere and convincing√ - Needs to be polite√ - Must deal with the situation calmly and professionally√ - Should offer the guest a complementary meal voucher or other compensation√ - Supply what is needed for cleaning the dress/service cloth - Offer to take to the dry cleaners √ - Inform the manager/maître d/supervisor √ - Never offer anything you cannot provide √ (Any 4) (4) 6.1.3 - cake fork√ - cake lifter√ - serving tong√ - side plate √ - cake stand/serving platter - cloche/dome/net√ (Any 2) (2) 6.1.4 The restaurant should: - Apologise to the guest √ - Turn off switch√ - Make alternative arrangements to boil the water/alternative urn/Use a kettle√ - Put pots of water on the stove√ - Boil water on a gas stove√ - Keep the guest informed of the attention the problem receiving√ - Offer an alternative drink √ (Any 3) (3) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 15 DBE/November 2014 NSC – Memorandum 6.1.5 - Collect clean and dirty linen - Wipe the tables - Empty tea, coffee pots and milk jugs, wash and pack away - Scrape the plates - Place saucers, plates, cutlery into neat piles - Wipe bottles, jars and other containers and close properly - Return all equipment to their various store rooms (Any 3) (3) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 16 DBE/November 2014 NSC – Memorandum 6.2 6.2.1 - Acid flavours such as vinegar or lemon need to be matched with acidity√ - Wines should be sweeter than food or else it will taste flat or thin√ - Desserts require a more intense sweetness√ - Rich red wines go well with red meat dishes but will overpower lighter flavoured foods√ - Simpler foods (grills and roasts) work better with older wines√ - Drink white wine before red wine√ - Drink dry wine before a sweet wine√ - Serve the best wine last√ (Any 3) (3) 6.2.2 - No person under the age of 18 may be served alcohol√ - Adequate guest toilets facilities for males and females must be provided on or near the licensed premises√ - Ordinary meals shall be available on the premises during the hours that liquor is sold√ - Liquor is sold on any day between 10:00 and 02:00 provided that on 'closed days' liquor may be sold to a person taking an ordinary meal on the licensed premises√. - No liquor may be supplied or sold to a person who is drunk√ - All liquor bought on premises must be consumed on the premises√ - A person may bring his own liquor and pays a corkage fee√ - The premises must be licenced √ (Any 3) (3) 6.3 6.3.1 A - Stirred√ B - Blended√ (2) 6.3.2 - blenders√ - knife√ - chopping board√ - glass√ - ice scoops√ - shaker √ - smoothie maker √ - tot measure √ - ice crusher √ (Any 2) (2) 6.3.3 - umbrellas√ - swizzle sticks√ - straws√ - frosting √ - fruit slice √ - mint √ - fresh edible flowers √ (Any 1 ) (1) Copyright reserved Please turn over

Downloaded from hlayiso.com Hospitality Studies 17 DBE/November 2014 NSC – Memorandum 6.3.4 - Measure the ingredients accurately / use a tot measure for measuring √ - Use good quality ingredients √ - Mix the cocktails last when preparing a drinks order for particular table√ - Prepare the garnishes and cover with cling film√ - Don't overfill glasses, to prevent spillage √ - Stir the mixture with ice in a mixing glass√ - Strain into a highball glass√ - Garnish with mint leaves and lemon√ - Serve in chilled glasses √ - Add the garnish last √ - Use clean and clear ice √ - First the ice then the non-alcoholic drink then the alcohol (Any 4) (4) TOTAL SECTION D: 60 GRAND TOTAL: 200 Copyright reserved