VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

ÉRETTSÉGI VIZSGA ● 2014. május 20.

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VENDÉGLÁTÁSIDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN KÖZÉPSZINTŰ ÍRÁSBELI VIZSGA 2014. május 20. 8:00 Az írásbeli vizsga időtartama: 180 perc

Pótlapok száma Tisztázati Piszkozati

EMBERI ERŐFORRÁSOK MINISZTÉRIUMA

Vendéglátás-idegenforgalom alapismeretek angol nyelven

középszint — írásbeli vizsga 1311

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 Apart from calculators and writing equipment, no other aids (e.g. course book, manager calculators or PDAs, text-books, practice-books, programmable calculator, etc.). 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. y Anyone caught using unauthorised aids may be expelled from the examination.

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 1311

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Basics of Hospitality, Catering and Tourism 1. Write two examples for each hospitality activity. Hospitality activity kitchen preparation

6 points

Examples of tasks of the given activities

material procurement tasks food preparation operations storage tasks service possibilities kitchen finishing operations 2. Below are events that have played a role in the development of international tourism. Place these into the fields of the table to the corresponding age, era. 4 points a) b) c) d) e) f) g) h)

Monasteries provided accommodations and meals for traders and merchants during their travels. The establishment of the mail coach network ensured significant turnover and traffic for inns located at intersection points. The brewing of beer was invented in Mesopotamia. The number of countries that require a visa decreased gradually. The Patricians frequently held lavish feasts. The organisational system of tourism was established. The feudal lords were reluctant to give permissions to build inns. The invention of the steam engine gave momentum to the development of the railway and shipping. Prehistory, Ancient era

Middle Ages

Modern era

3. Complete the following definitions with the correct terms.

Contemporary era

2 points

………………………………………. is a change that makes food unsuitable for consumption or use. It may be accompanied by a change in colour, taste, odour and consistence. When ………………………………………………… occurs, contaminated foodstuffs and foods pass various pathogenic microorganisms into the consumer’s body, where they multiply and could cause diseases and epidemics (e.g. hepatitis).


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4. What tourism type can the following definitions be paired with? Write your answers into the corresponding fields in the table. (More than one tourism type may be paired to certain motifs or characteristics; however, you should only indicate one.) 3 points Forms of tourism: domestic tourism, inbound tourism, seasonal tourism, outbound tourism, international tourism, organised tourism Tourism type

Characterisation the travel destination is outside the country’s borders change of location within the country is only repeated regularly in certain periods of the year the point of departure is outside the country’s borders travels organised by professional travel agencies and companies participation of inbound + outbound travellers

5. Answer the following questions.

(5+1+4+2) 12 points

a) Calculate the gross sales price of a serving of “Rudolf lacipecsenye”. The recommended material intensity for 10 portions of “Rudolf lacipecsenye” and current purchase prices are shown in the table below. The profit margin applied is 200%, and current VAT rate is 27%. Show all accompanying calculations. Calculation Name Pork loin with skin Fat

Quantity (kg) 2.00 0.15

Unit price (HUF/kg) 1300 500

Salt

0.04

75

Flour

0.10

120

Ground paprika

0.01

3000

Value (HUF)

Raw material value for 10 portions: Price margin for 10 portions: Net sales price of 10 portions: VAT for 10 portions: Gross sales price of 10 portions: Gross sales price of 1 portion, unrounded: Gross sales price of 1 portion, rounded:


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Auxiliary calculations:

b) What side-dish would you recommend to the above dish? Name two. ………………………………………………………………………………………………… ………………………………………………………………………………………………… c) What are the positive effects of hospitality on the national economy? List four aspects. •

…………………………………………………………………………………………

•

…………………………………………………………………………………………

•

…………………………………………………………………………………………

•

…………………………………………………………………………………………


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d) List four problems that can be observed in current Hungarian hospitality. •

…………………………………………………………………………………………

•

…………………………………………………………………………………………

•

…………………………………………………………………………………………

•

…………………………………………………………………………………………

6. The following definitions determine the tasks and responsibilities of a given tourism organisation. Write which one on the dotted lines. 3 points • One of its main tasks is to initiate and lobby for tourism-related laws, and to supervise and control the management of tourism by the state. …………………………………………………………………………………… • A volunteer-based system within tourism; organised at all levels, from local through regional to the national level. After winning various tenders, its organisations work on their own projects. …………………………………………………………………………………… • They operate under the professional supervision of Magyar Turizmus Zrt. Their primary task is to provide information to Hungarian and foreign tourists arriving to the given region. They communicate the offers of service providers in a competitionneutral manner and provide assistance in distributing national publications related to Hungarian tourism. …………………………………………………………………………………… 7. Pair up the terms in the two columns that are in a logical relationship with one another. 2 points 1. currency a) Worldspan 2. security deposit b) commission agent 3. reservation c) indemnification 4. travel agency d) UV light 1


2

3

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8. What is the purpose of the following activities? Write your answer on the dotted line. 4 points Documentation:…………………………………………………………….…………….……... ………………………………………………………………………………………….……….. …………………………………………………………………………………………………... Holding accountable: .....……………………………………………………………………….. …………………………………………………………………………………………………... …………………………………………………………………………………………………... External audit: …………………………………………………………………....…………….. …………………………………………………………………………………………………... ………………………………………………………………………………………………….. Initial inventory: ...…………………………………………………………………………….... …………………………………………………………………………………………………... ………………………………………………………………………………………………….. 9. What distinguishes hospitality from traditional retail sale activity? Underline the only correct solution for each question. 4 points Production activity is usually inseparable from hospitality activity, and what this means is that: a) the restaurant primarily sells the products of other hospitality and commercial facilities. b) the majority of restaurants sell products they produce themselves. c) production is always a more important and more profitable activity than sales. Food is sold: a) exclusively for take-away. b) for take-away, but on occasion also for on-site consumption. c) for on-site consumption, as well as take-away or home delivery on occasion. Within the framework of hospitality, according to business types, hospitality business units offer various services adapted to customer needs. Of these services: a) the conditions of service provision, the quality of the service provided by waiters and the attitude of the staff are the most important. b) entertainment is the most essential. c) nothing is more important than clean and hygienic restrooms, as this is why customers visit the given hospitality facility.


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The objective of menu systems is: a) for guests to eat the discount price full menu they themselves have compiled beforehand. b) for guests to eat the extra quality full menu compiled by the hospitality facility beforehand. c) for guests to eat the discount price full menu compiled by the hospitality facility beforehand.


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Basics of Hotel Management 1. Find the odd one out in the following groups. Indicate your answer by underlining and provide a brief explanation for each. 4 points a) hotel, boarding houses, motel, camping site, bungalow, community hostel, rural accommodation Explanation: .…………………………………………………………....................................... ……………………………………………………………………………………………….….. b) breakfast, half-board, partial-board, full board, all inclusive Explanation: .…………………………………………………………....................................... ……………………………………………………………………………………………….….. c) rack rate, group rate, flat rate, light rate, F.I.T rate, corporate rate Explanation: ..…………………………………………………………....................................... …………………………………………………………………………………………………... d) bed sheet, mattress topper, pillow-case, duvet cover, bed-scarf, drapery Explanation: ..…………………………………………………………....................................... …………………………………………………………………………………………………... 2. The following questions are related to outside services.

4 points

a) What are ‘outside services’ in the case of hotels? …………………………………………………………………………………………………. …………………………………………………………………………………………………. …………………………………………………………………………………………………. b) What commercial businesses/stores are there in hotels? Name two. …………………………………………………………………………………………………. c) What service provision facilities are there in hotels? Name two. ………………………………………………………………………………………………….


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d) What tourism-related outside services are there in hotels? Name two. …………………………………………………………………………………………………. 3. What do the following letters/acronyms stand for? Write down the full term. 4 points FOM: ………………………………………………………………………………………... OTA: ……………………………………………………………………………………….... VAT: ……………………………………………………………………………………….... TT: …………………………………………………………………………..……………….. 4. Explain what the following terms mean in the case of hotels. 3 points Recreation: ..…………………………………………………………………………………… ………………………………………………………………………………………………….. Confirmation: ..………………………………………………………………………………… ………………………………………………………………………………………………….. Reception: ..……………………………………………………………………………………. …………………………………………………………………………………….……………. 5. Listed below are the most important content elements of certain documents subject to strict accounting. Write on the dotted line which document the listed content corresponds to. 3 points a) The amount of damage, description of the damage event, the name of guest(s) involved, date, signatures ………………………………………….. b) Name of the parties, the itemised quantity and price of services used, serial number, VAT and the gross sales price payable ………………………………………….. c) Name and citizenship of guest, date of projected arrival and departure, room type(s) requested and their rates, other comments, date …………………………………………..


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6. In the case of large hotels, separate jobs have been created to perform certain tasks. Pair up the jobs below with the corresponding task. 3 points a) Chamber maid

1. Folding ironed bedding

b) Receptionist clerk

2. Keeping of the mail register

c) Maid

3. Placing and replacement of laundry bag

d) Housekeeper

4. Reporting the change in room status

e) Concierge

5. Coordinates with tour guide about the rooming list

f) Laundry worker

6. Organisation of general cleaning

Solution: 1

2

3

4

5

7. Give 2 examples (relevant for hotels) for each of the terms below.

6

3 points

Fixed cost: ……………………………………………………………………………........…. ………………………………………………………………………………………………… Tools and objects in the guest wardrobe: …………………………………………......………. …………………………………………………………………………………………………. Types of suites: ……………………………………………………………………......…......... …………………………………………………………………………………………………. 8. Property protection/security is an extremely important task in hotels.

3 points

a) What are the areas of property protection/security? Name two. •

………………………………………………………………………………………..

•

………………………………………………………………………………………..


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b) What tools can be utilised to ensure property protection/security in hotels? Name two. •

………………………………………………………………………………………..

•

………………………………………………………………………………………..

c) Why is property protection important in a hotel? Complete the following sentence. Property protection is important because: ……………………………………………………. ……………………………………………..…………………………………………………. 9. Place the following tasks in their logical order.

3 points

a) Charging to the guest account b) Opening of guest account c) Reviewing the invoice with the guest d) Paying of invoice total by the guest e) Handing over of the invoice and return change to the guest f) Documentation of services Solution: 1.


2.

3.

4.

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5.

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Basics of Marketing 1. The buying process is made up of phases that follow each other in logical order. 5 points a) The table below is missing certain phases of the buying process. Complete the table with the missing phases. Number 1.

Phases of the buying process

Letter of typical characteristic

Recognition of the problem

2. 3.

Evaluation of alternatives

4. 5.

Post-purchase behaviour

b) Write the letter(s) of the characteristic(s) next to the buying process phase it is (they are) typical of. a) A complex process which does not automatically follow the buying intention. May fall through due to the contrasting opinion of others. b) The customer develops a sense of need, a yearning for a certain hospitality product or service. c) The sense of need, yearning often arises as a result of advertisements and tools of mass communication. d) The customer, guest becomes a regular, returning customer. e) Interest in the product to be purchased. f) Evaluation phase, where the given situation plays an important role. 2. What term do the following definitions define? Write your answer on the dotted line. 5 points a) A form of ‘advertising’, where information and experiences regarding products, services or a hospitality facility acquired first-hand or from friends is passed on. A factor that significantly influences selection and choice. …………………………………..


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b) The organisation of communication relationships between management and employees and the company’s organisational units; the strengthening of relationships between company employees and associates. ………………………………….. c) 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. ………………………………….. d) The reception of messages related to the organisation or the consequences of these messages. A phenomenon that can, and in certain cases must be shaped, changed and modified using communication tools. The enterprise/company develops it with the help of Corporate Identity. ………………………………….. e) The same product is offered to various segments / guests at different prices. ………………………………….. 3. Marketing-orientated pricing utilises various orientations. List these orientations. 2 points a) ………………………………………………………………………………………. b) ………………………………………………………………………………………. c) ……………………………………………………………………………………….. d) ……………………………………………………………………………………….. 4. Underline the odd one out.

2 points

Maturity Decision Growth Introduction Decline Saturation What concept are the other terms related to? ……………………………………………………….


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5. Complete the following definitions.

5 points

• The questionnaire is the most frequently utilised form of .................................................................... information collection, which in itself is sufficient for surveying, but is also used for verification purposes. • The most frequently used forms of ........................................................... questionnaires today are online surveys, but we can also encounter mail surveys. We can also place our questionnaires in hotel rooms, where guests have the option to answer the questions at their leisure, completing the questionnaire by hand. • ........................................................ interviews provide deeper, more thorough, more precise responses. They are time-consuming, slow and expensive, but are essential when editing questionnaires or in the case of questions that the interviewer has to explain in detail for better comprehension. • ................................................................ information is information and data that has already been collected and made available for some other purpose. • The ........................................... has the following functions: collection, selection, storage, analysis, processing, transmission and communication of information. 6. Underline the statements that are true.

2 points

The research report: a) must contain the details of the research plan b) features the results of the marketing research c) must define the depth of the research The basic principle of segmentation is that the difference between segments should be the …………………….…. possible, and the difference within the segment should be the ……………………. possible. a) smallest

greatest

b) smallest

smallest

c) greatest

greatest

d) greatest

smallest


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The business ………………. displays the advertising message and buying opportunities in one place at the same time. It is the first thing buyers can use to assess and evaluate the store. It can be constructed out of bricks, wood, glass, etc. a) menu b) garden area c) storefront/portal d) prospectus Impulse buying: a) The consumer does not plan the purchase in advance. b) The consumer plans the purchase in advance. c) The consumer steps into the business facility with a well-thought out buying intention. 7. Make the following statements true.

2 points

a) A typical characteristic of advertising is that communication is two-way; and the targeted group always provides feedback to both the company advertising and the company producing the advertising. Correctly: ……………………………………………………………………………………… …………………………………………………………………………………………………. b) The classic distribution channel has one tier; as the producer sells the goods directly to consumers. This is the most ancient form of sales, which also includes selling on farmers’ markets. Correctly: ……………………………………………………………………………………… ……………………………………………………………………………………………….… 8. Product packaging plays a crucial role in influencing guests and buyers. List four functions offered by packaging. 2 points a) …………………………………………………………………………………..…….……. b) ……………………………………………………………………….…………………..…. c) ………………………………………………………………………….……………….….. d) ……………………………………………………………………….……………………...


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9. Place the correct relational operator (>, =, <) between the concept pairs by taking the aspect given into account. 2 points According to the number of suppliers:

competitive market

monopoly market

Possibility of feedback:

questionnaire

personal interview

Sales promoting effect:

advertising

PR

Labour-intensity of information gathering: primary research 10. Define the following terms.

secondary research 3 points

Etiquette: ………………………………………………………………………………..…..…. ……………………………………………………………………………….………...….……. ……………………………………………………………………………………....……….…. ……………………………………………………………………………………....…….……. Protocol: ………………………………………………………………………….....…………. ……………………………………………………………………………………....……….…. ……………………………………………………………………………………....……….…. ……………………………………………………………………………………....……….…. Negotiation: ……………………………………………………………………….………...…. ………………………………………………………………………………….…....…………. ……………………………………………………………………………….……....…………. ……………………………………………………………………………….……....………….


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

Maximum points 6 4 2 3 12 3 2 4 4 4 4 4 3 3 3 3 3 3 5 5 2 2 5 2 2 2 2 3

Points scored

100

Correcting teacher

Date: .................................

_______________________________________________________________ pontszáma egész számra kerekítve/ Points rounded to a whole number

programba beírt egész pontszám/ Points whole number entered into programme

Teszt jellegű feladatok/ Test questions

javító tanár/Correcting teacher

Dátum/ Date: ................................. írásbeli vizsga 1311

jegyző/ Notary

Dátum/ Date: ................................. 20 / 20

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VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

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