JOB READY ASSESSMENT BLUEPRINT HOSPITALITY MANAGEMENT-FOOD AND BEVERAGE. Test Code: 1079 Version: 01

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1 JOB READY ASSESSMENT BLUEPRINT HOSPITALITY MANAGEMENT-FOOD AND BEVERAGE Test Code: 1079 Version: 01 Specific Competencies and Skills Tested in this Assessment: Introduction to Hospitality Industry Hospitality terminology Industry segments Hotel organization Transactions defined Human resources Guest Relations/Concierge Communications Personal appearance Dealing with complaints Preventing complaints Effective telephone techniques Explain fees/pricing Provide guest information Handle handicapped needs Maintain log book Protect guest information Control master keys Human relations Understanding Hospitality Marketing The hotel as a product The elements of marketing Marketing strategy Target audience Supply and demand Market planning Targeting the market

2 The Marketing Department Organizing for marketing Functions of the marketing department Public relations Benefits of products Marketing to Organizations Sales categories The importance of personal selling Sales preparation Determining client needs and overcoming obstacles Sales promotion and merchandising Types of meetings, associations and organizations Servicing a convention Arrange event rooms Safety on the Job in Hospitality Safety regulations as required in hospitality industry "Right to Know" Maintain safe surroundings Display personal hygiene Cashier Balance transactions at the end of the day Process comps, discounts and voids, checks, orders Validate credit cards Operate cash register Validate customer billing information Types of transactions Travel and Tourism The study of geography in travel industry Time zones and climate changes in the world Legal and Ethical Responsibilities in Hospitality Management Rights of the innkeeper and guest Protection of private property Rights and obligations of hotel, restaurant & travel Hotel legal responsibilities Restaurant Management Size and scope of food service industry Hotel food and beverage vs. independent restaurants Equipment needs Preparing menus Quantity food preparation Food selection and preparation Environmental sanitation Food costs and analyses

3 Food and Beverage Service The art of table service The responsibilities of the busier Attitudes and duties of servers Food service concepts Room service procedures Types of restaurant service Host/hostess duties

4 Written Assessment: Administration Time: 3 hours Number of Questions: 159 Areas Covered: 8% Introduction to Hospitality Management 21% Guest Relations/Concierge 6% Understanding Hospitality Marketing 4% The Marketing Department 13% Marketing to Organizations 3% Safety on the Job 9% Cashier 3% Travel and Tourism 19% Restaurant Management 11% Food and Beverage Service 3% Legal and Ethical Responsibilities Sample Questions: Behavior used to cope with difficulties is referred to as A. a defense mechanism B. ambivalence C. aptitude D. attitude ASAE stands for A. Association for Society and Advanced Education B. American Society of Association Executives C. American Society of Allied Executives D. Allied Society of Association Executives The main factor(s) determining a destination point is/are A. climate B. accessibility C. value for dollar D. all of the above For the preparation of two gallons of spaghetti sauce, the container size to use is a/an A. 6 qt. saucepan B. 8 qt. saucepan C. 10 qt. stockpot D. 20 pt. stockpot The primary responsibility of service personnel is to A. keep their station clean B. stay alert to guests' needs C. keep their uniforms clean D. suggest appropriate food items

5 Performance Assessment: Administration Time: 3 hours and 10 minutes Number of Jobs: 5 Areas covered: 16% Employment Interview Application form, personal appearance, eye contact, attitude, ability to provide correct responses, language, enthusiasm, attentiveness and preparation for interview. 16% Telephone/Sales Techniques Telephone skills/professionalism, form completion and neatness. 17% Math Computation and Form Completion Calculations, addition, subtraction and multiplication, math principles and completion of folios. 18% Chicken Cordon Bleu Organization, knife skills, use of tools and equipment, quality of finished poultry and filling, overall eating quality 33% Waiter/Waitress Cover items, timing, greeting guests, seating preferences, guest beverages, taking orders and presenting dessert/beverage options. Sample Job: Employment Interview Estimated Job Time: 30 minutes Participant Activity: Participant will need to bring a completed resume to interview. Each participant will complete the application form provided in his or her booklet, responding to the "Help Wanted" ad for a job in the hospitality industry. After the participant has completed the application form, he/she will be interviewed for the advertised position.