VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

ÉRETTSÉGI VIZSGA ● 2012. október 15.

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VENDÉGLÁTÁSIDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN KÖZÉPSZINTŰ ÍRÁSBELI VIZSGA 2012. október 15. 14:00 Az írásbeli vizsga időtartama: 180 perc

Pótlapok száma Tisztázati Piszkozati

EMBERI ERŐFORRÁSOK MINISZTÉRIUMA

Vendéglátás-idegenforgalom alapismeretek angol nyelven

középszint — írásbeli vizsga 1223

Vendéglátás-idegenforgalom alapismeretek angol nyelven — középszint

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Important Information Dear Examinee, This written examination is made up of three different sections, which are designed to measure your knowledge in the following areas: basics of hospitality, catering and tourism, basics of hotel management and basics of marketing. The questions are independent of each other, and do not have to be answered in a specific order. We suggest that before you begin, read through the whole examination and then start with answering the questions you feel are easier to answer. In order to have a successful examination, please pay attention to the following. y Certain questions require you to provide examples or characteristics. In the case of such questions, please check carefully how many of these the question asks for, because no additional points will be awarded even if you list more than required. y In the case of some of the questions, we expect you to explain your answer. In such cases, we kindly ask you to stick to what is relevant and to try and summarize your thoughts on the provided dotted lines. y The last page (back cover page) is reserved for evaluation; please do not write on this page. y If you make corrections in your answer, please make sure you indicate your final solution very clearly in order to avoid misunderstandings. Otherwise you will not get points for the given question. y Examinations written in pencils will not be accepted.

Please, make sure you write in a legible manner and provide an easy-to-follow layout for your answers. Good luck with your examination!

írásbeli vizsga 1223

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Basics of Hospitality, Catering and Tourism 1. What industry term do the following definitions refer to? •

3 points

Residents of a given region travel to another place for purposes of tourism and spend some of their money there: ……………………………………………………….

•

The direct environment of the enterprise, which directly influences the enterprise’s activity: ……………………………………………………….

•

A hospitality activity (part of the core process within the flow of goods), where readyto-consume meals are produced from goods and raw materials: ……………………………………………………….

2. Give two examples for each category.

6 points

Catering facility offering hot meals: …………………………………………………………… Document subject to strict accounting: .……..……………… ………………………………… Hospitality sales jobs: ………..……………………………….………………………………... Direct costs of travel organisation activity: ……………...…..………………………………… Material conditions of travel enterprises: ……………………..……………………………….. Natural appeal/attraction: ...……………………………………..……………………………... 3. Define the following terms.

5 points

Last minute: ……………………………………………..…………………………………… ……………………………………………………………………………………………..…. ………………………………………………………………………………………………... All inclusive: ………………………………………………..……………………………….. ………………………………………………………………………………………………... ………………………………………………………………………………………………... Travel consultant:........................................................................................................……….. ………………………………………………………………………………………………... ………………………………………………………………………………………………...


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Deposit: ……………………………………………………………..………………………… …………………………………………………………………………………………………. …………………………………………………………………………………………………. Controlling: ……………………………………………………………………………............ …………………………………………………………………………………..……………... …………………………………………………………………………………………………. 4. Find the odd one out. Indicate your answer by underlining the word. Explain your choice. 5 points preparation welcome gift/basket serving, decoration hot holding Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... name, company name of sender address of sender reference, date telephone number, email address of sender Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... tourism demand tourism appeal tourism capacity tourism prices Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... materials intensity unit price raw material value profit Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………...


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Balaton Visegrád Royal Palace Fair Mátra Arboretum of Szarvas Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... 5. List four of the components of the tourism product.

2 points

a) …………………………………………………………….. b) …………………………………………………………….. c) …………………………………………………………….. d) …………………………………………………………….. 6. Describe the characteristics of competition on the hospitality market. How can hospitality businesses defeat their competitors? Make three relevant statements. 3 points ………………………………………………………………………………………………… ………………………………………………………………………………………………… ………………………………………………………………………………………………… ………………………………………………………………………………………………… ………………………………………………………………………………………………… ………………………………………………………………………………………………… 7. Write on the dotted line the concept that can be used to complete all the terms listed below. 3 points accounting ..., initial (asset determining), ..., monthly ...

…………………….

net ..., sales ..., purchase ..., package ...

…………………….

physiological …, aesthetic …, security …, self-actualising …

…………………….

8. Put the following in their correct order.

2 points

a) storage, sales, procurement, production Solution: ………………………………………………………………………………………. a) programme planning, information gathering, preliminary calculation Solution: ………………………………………………………………………………………


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9. The following questions are related to industry employees. 3 points a.) Name four behavioural requirements for employees working in hospitality and tourism. 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 3. ………………………………………………………………………………………….. 4. ………………………………………………………………………………………….. b.) List characteristics of efficient workplace communication. Make two relevant statements. 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 10. Define the following terms.

3 points

Foreign currency: ………………………………………………………………………………. ……………………………………….………………………………………………………….. ....................................................................................................................................................... Foreign exchange: .…………………..…………………………………………………………. ………………………………………….……………………………………………………….. ....................................................................................................................................................... Duty/Customs duty: .…………………………………………………………………………… ……………………………………………….………………………………………………….. ....................................................................................................................................................... 11. The following question is related to food spoilage. a.) List food spoilage phenomena that can be observed with our sense organs.

5 points

1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 3. ………………………………………………………………………………………….. 4. ………………………………………………………………………………………….. b.) List three physical preservation procedures that can be used to prevent food spoilage. 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 3. …………………………………………………………………………………………..


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Basics of Hotel Management 1. The following questions are related to hotel areas. 3 points a.) What hotel area do the following statements refer to? Write your answer on the dotted line. • Found in hotels that do not have restaurants. • Service is either buffet-style or in a traditional, continental system. • Kitchen technology equipment/devices are complemented by a separate dishwashing section. • Its furniture and atmosphere can differ from the restaurant’s atmosphere, however, in its style it must conform to the quality set out by the hotel’s classification. …………………………………………………………………… b.) What is a VIP room? ………………………………………………….………………………………………………. ...................................................................................................................................................... ...................................................................................................................................................... 2. Calculate the hotel indicators requested below.

2 points

Seventy percent of the rooms at a 200-room, three-star Budapest hotel are double (2 bed) rooms, while the rest are triple (3 bed) rooms. The gross rate for double rooms is HUF 20 000/night, while triple rooms cost HUF 25 000. Calculate the maximum gross sales revenue achievable in one day, as well as the sales revenue achieved if capacity utilisation was 50%.

Daily achievable sales revenue: ……………………………………………………………….. Daily achieved sales revenue: .………………………………………………………………… 3. Briefly define the following terms. •

2 points

Suite: ……..……………………….………………………………………………………...

…………………………………………………………………………………………………... ....................................................................................................................................................... •

Hotel business administration: ………………………………………………….…………..

……………………………………………………………….………………………………….. ....................................................................................................................................................... írásbeli vizsga 1223

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4. List six tasks performed by cashiers.

3 points

………………………………………….

………………………………………………

………………………………………….

………………………………………………

………………………………………….

………………………………………………

5. Give two examples for each term (typical of hotels).

3 points

Lift/elevator: ……………………….………………………………………………………….. Free of charge service: ……….……………………………………………………………….. Cash-free payment method: …..………………………………………………………………. 6. Complete the following sentences with correct terms.

4 points

………………………………….. variable cost changes at a …………………………… rate compared to the change of turnover. The majority of costs in hospitality are of this type. Costs impact profit by ………………………... profit size. If costs exceed revenues, the enterprise is generating …………………………………….. 7. What are the advantages for a hotel of being part of a hotel chain? List three. 3 points a) ……………………………………………………………………………………………… b) ……………………………………………………………………………………………… c) ……………………………………………………………………………………………… 8. Find the odd one out. Underline your selection and provide a brief explanation. 3 points a)

bed coffee table with chair or arm-chair desk with chair small room refrigerator (mini-bar) clothes closet or built-in wardrobe

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... b)

foyer lobby staff desk luggage storage area reception desk

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... írásbeli vizsga 1223

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c)

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verifying employees’ status of preparedness training in the use of new tools regular overview/maintenance of devices security service creating the conditions of first-aid provisions

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... 9. a.) Place the job categories listed below in their correct place in the table’s header, and provide one more (relevant) example for each column. 4 points Housekeeping jobs, Management jobs, Front Office jobs

secretary

reservation manager

houseman

legal adviser

business centre hostess

chamber maid

b.) What characteristics, skills and features should a hotel animator have? List two. 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 10. Place the following internationally used hotel industry terms in decreasing order, from largest to smallest, based on the aspects given. 3 points a) Room’s Division Manager - Reservation Manager – General Manager According to scope of authority: •

…………………………………………………

•

…………………………………………………

•

…………………………………………………

b) Double room – Presidential suite – Senior suite According to the number of rooms: •

…………………………………………………

•

…………………………………………………

•

…………………………………………………


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c) Complimentary – Rack rate – Group rate According to price: •

…………………………………………………

•

…………………………………………………

•

………………………………………………… Basics of Marketing

1. The following questions are related to the field of Public Relations (PR). 5 points a) Define the concept of Public Relations. The definition of PR: …….........................………………………………………………………………..………….. …………………………………………………………………………………………………. b) List two PR characteristics. 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. c) What is the difference between internal and external PR? ……………………………………………………………………………………..…………… …………………………………………………………………………………………..……… ………………………………………………………………………………………..………… ……………………………………………………………………………………….………… 2. Underline the marketing-communication tools that are not direct marketing tools. 1 point direct mail newspaper advertisement mail-order trade infomercial press advertisement


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3. What factors influence and impact purchase decisions in hospitality? List four. 2 points 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 3. ………………………………………………………………………………………….. 4. ………………………………………………………………………………………….. 4. Place the phases of the purchasing process in their correct order.

2 points

information gathering, purchase decision, evaluation of alternatives, problem recognition, post-purchase behaviour 1. ………………………………………………………. 2. ………………………………………………………. 3. ……………………………………………………… 4. ……………………………………………………… 5. …………………………………………………….... 5. Pair up the concepts that logically correspond to one another in the table below. 6 points 1. product 2. price differentiation 3. sales channel 4. market manipulation 5. market segmentation 6. market research 1.

2.

a) artificial route b) market lifecycle curve c) observation d) target group e) seasonal price f) advertisement 3.

4.

5.

6.

6. Briefly define the concept of image. Make two relevant statements.

2 points

……………………………………………………………………………………………….… …………………………………………………………………………………………….…… …………………………………………………………………………………………….…… 7. Underline the odd one out of the following terms and explain your answer. a)

4 points

price product market research sales channel

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... írásbeli vizsga 1223

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b)

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maturity communication decline/saturation growth

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... c)

brochure newspaper advertisement advertisements shown at cinemas mailed advertisements

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... d)

procurement- oriented pricing management-oriented pricing competition-oriented pricing cost-oriented pricing

Explanation: ..…………………………………………………………………………………... …………………………………………………………………………………………………... 8. The Student Association is taking over the operation of your school’s cafeteria. They ask for your assistance in increasing turnover. What sales promotion tools would you recommend using? List four. 4 points 1. ………………………………………………………………………………………….. 2. ………………………………………………………………………………………….. 3. ………………………………………………………………………………………….. 4. ………………………………………………………………………………………….. 9. Complete the missing sections of the statements below.

4 points

a) Only enterprises that continuously observe and monitor the changing and development of market needs can increase their …………………………………………. in the long-term and achieve significant profit. b) As a result of online services and direct purchase opportunities provided by the ……………………………………., the wholesale function decreases. c) …………………………………… includes all activities that provide design or produce covering materials for products. Today, packaging has become an effective tool of marketing.


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d) The ……………………………………… is a distinguishing mark that provides legal protection. Broader definition: a visual or auditory sign or indication that distinguishes from other products or names and which provides legal protection. It ensures exclusive rights to the entity or person registering it if the conditions specified by the statutes are met.


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Question number 1. 2. 3. 4. 5. Basics of Hospitality, Catering and Tourism 6. 7. 8. 9. 10. 11. 1. 2. 3. 4. 5. Basics of Hotel Management 6. 7. 8. 9. 10. 1. 2. 3. 4. Basics of Marketing 5. 6. 7. 8. 9. Test questions Points scored in written examination Topic

Maximum points 3 6 5 5 2 3 3 2 3 3 5 3 2 2 3 3 4 3 3 4 3 5 1 2 2 6 2 4 4 4

Points scored

100

Correcting teacher Date __________________________________________________________________________ programba pontszáma egész beírt egész számra pontszám/ Points kerekítve/ Points (whole number) rounded to a entered into whole number programme Teszt jellegű feladatok/ Test questions

javító tanár/ Correcting teacher

Dátum/ Date: ................................. írásbeli vizsga 1223

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jegyző/ Notary

Dátum/ Date: ................................. 2012. október 15.

VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

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