VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

Transcription

1 Vendéglátás-idegenforgalom alapismeretek angol nyelven középszint 1311 ÉRETTSÉGI VIZSGA május 20. VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN KÖZÉPSZINTŰ ÍRÁSBELI ÉRETTSÉGI VIZSGA JAVÍTÁSI-ÉRTÉKELÉSI ÚTMUTATÓ EMBERI ERŐFORRÁSOK MINISZTÉRIUMA

2 Important Information Only the indicated points can be given to the answers featured in the correctionevaluation guide. The indicated points can only be broken down further if this is specifically indicated. The scores thus given can only be whole numbers. írásbeli vizsga / május 20.

3 Basics of Hospitality, Catering and Tourism 1. Write two examples for each hospitality activity. (6 x 1) 6 points Hospitality activity kitchen preparation material procurement tasks food preparation operations storage tasks service possibilities kitchen finishing operations Examples of tasks of the given activities selection/purchasing/cleaning/chopping/cutting ordering goods/selection of suppliers /conclusion of contracts mixing/seasoning/shaping/heat treatments acceptance of goods/storage of goods /handling of goods /release of goods music/competitions, games, preparation of dishes at guests table /home delivery hot-holding /serving/decoration/expedition We are looking for two correct solutions in each line for the 1 point. These may be different from those listed above. No point should be awarded if only one example is provided. 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) Monasteries provided accommodations and meals for traders and merchants during their travels. b) The establishment of the mail coach network ensured significant turnover and traffic for inns located at intersection points. c) The brewing of beer was invented in Mesopotamia. d) The number of countries that require a visa decreased gradually. e) The Patricians frequently held lavish feasts. f) The organisational system of tourism was established. g) The feudal lords were reluctant to give permissions to build inns. h) The invention of the steam engine gave momentum to the development of the railway and shipping. Prehistory, Middle Ages Modern era Contemporary era Ancient era c, e a, g b, h d, f The one point each can be awarded for 2 correct placements for each era. 3. Complete the following definitions with the correct terms. (2 x 1) 2 points Food spoilage 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 food infection 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). Each correct completed term is worth 1 point. írásbeli vizsga / május 20.

4 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 outbound tourism domestic tourism seasonal tourism inbound tourism organised tourism international tourism 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 Each two correct selections are worth 1 point. In case of an uneven number of correct answers, the examining teacher should round down. 5. Answer the following questions. 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. 5 points Calculation Name Quantity (kg) Unit price (HUF/kg) Value (HUF) Pork loin with skin Fat Salt Flour Ground paprika Raw material value for 10 portions: point Price margin for 10 portions: 2720x point Net sales price of 10 portions: or 2720x point VAT for 10 portions: 8160x point Gross sales price of 10 portions: or 8160x Gross sales price of 1 portion, unrounded: 10363: Gross sales price of 1 portion, rounded: point The correct solution of the question can be awarded a total of 5 points according to the indications above. írásbeli vizsga / május 20.

5 b) What side-dish would you recommend to the above dish? Name two. 1 point These types of roasts go well with roast potatoes, french fries, steamed rice, croquettes, mashed potatoes or variations on these. Dumplings, pasta, boiled potato and egg drops (tarhonya) go well with sauce dishes, and as such cannot be accepted. Two correct answers are worth 1 point, and no half points may be given. Explanation in itself deserves no points. c) What are the positive effects of hospitality on the national economy? List four aspects. (4 x 1) 4 points contributes to the performance of the national economy, to the GDP creates jobs has a stimulating effect on other economic segments, purchases the products of suppliers generate tax revenues for the state Also acceptable: improves service provision infrastructure, makes household work easier. The one point each may be awarded for correct answers that are different from the above, but concern economic significance. d) List four problems that can be observed in current Hungarian hospitality. 2 points decreasing demand general negative impact of the crisis low income-generating ability strengthening/increasing competition Other professionally sound solutions may also be accepted. Two correct statements are worth 1 point. In case of incomplete solutions, the points should be rounded down. 6. The following definitions determine the tasks and responsibilities of a given tourism organisation. Write which one on the dotted lines. (3 x 1) 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. Sports and Tourism Committee of the Hungarian Parliament 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. Tourism destination management (TDM) írásbeli vizsga / május 20.

6 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. TOURINFORM network / Tourinform offices Each correct answer is worth 1 point. 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 d c a b Each correct pairing is worth 0.5 point. In case of fractions, the examining teacher should round down. 8. What is the purpose of the following activities? Write your answer on the dotted line. 4 points Documentation: the preparation and proper completion or filling out of official documents certifying/recording facts. Holding accountable: an external or superior person verifies/audits the person involved in the transaction whether a given actual value corresponds with a certain assumed value. External audit: uncovering potential irregularities, ensuring compliance with statutes and laws. Initial inventory: the surveying of properties and assets in terms of quality and quantity. Each correct answer is worth 1 point. All solutions that are correct in terms of content may be accepted. írásbeli vizsga / május 20.

7 9. What distinguishes hospitality from traditional retail sale activity? Underline the only correct solution for each question. (4 x 1) 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. 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. Only the above solutions may be accepted. Each correct underlining is worth 1 point. 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 x 1) 4 points a) hotel, boarding houses, motel, camping site, bungalow, community hostel, rural accommodation Explanation: Motel is not among the group of commercial accommodations listed in the relevant government decree. Motel is a type of hotel, while the others are groups of accommodation. írásbeli vizsga / május 20.

8 b) breakfast, half-board, partial-board, full board, all inclusive Explanation: The list contains board/meal types and partial-board is not one of these. This term does not exist. c) rack rate, group rate, flat rate, light rate, F.I.T rate, corporate rate Explanation: The light rate does not belong among the price types applied by hotels, as in their case it does not exist. d) bed sheet, mattress topper, pillow-case, duvet cover, bed-scarf, drapery Explanation: The above list contains textiles of the guest bed. Drapery is the name of the blackout curtains or any other decorational material of the guest room. One point can be awarded for each correct underlining-explanation pair. No other explanation should be accepted in points b) and c). 2. The following questions are related to outside services. (4 x 1) 4 points a) What are outside services in the case of hotels? These services are not offered to guests directly by the accommodation itself; they are offered through the involvement of a third party (through intermediation or ensuring locations to outside service providers). b) What commercial businesses/stores are there in hotels? Name two. clothing, flowers, gift-shop, newspapers, porcelain, wines, jewellery, sporting goods, etc. c) What service provision facilities are there in hotels? Name two. hair salon, cosmetic treatments, beauty salon, massage parlour etc. d) What tourism-related outside services are there in hotels? Name two. sight-seeing, programme organisation, car-rental, travel agency services, airline services, taxi services The explanation does not have to be identical to the above in terms of phrasing, but has to be the same in terms of content. In the case of questions b), c) and d), 2 correct answers are worth 1 point. No extra points are to be awarded for additional correct examples. írásbeli vizsga / május 20.

9 3. What do the following letters/acronyms stand for? Write down the full term. (4 x 1) 4 points FOM: Front Office Manager OTA: Online Travel Agent (e.g. booking.com) VAT: Value Added Tax TT: tourism tax The correct answers are worth 1 point each. 4. Explain what the following terms mean in the case of hotels. Recreation: becoming refreshed, resting, and the services that facilitate this 3 points Confirmation: confirming/acknowledging a booking (room/airplane ticket/seat), usually in writing Reception: the ground floor working area of a hotel, the task of which is to sell rooms and keep records of these. In the case of smaller hotels, they are also tasked with information provision and cashier services. Answers different from the above, but identical in terms of content may be accepted for 1 point each. 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 x 1) 3 points a) The amount of damage, description of the damage event, the name of guest(s) involved, date, signatures damage report b) Name of the parties, the itemised quantity and price of services used, serial number, VAT and the gross sales price payable invoice c) Name and citizenship of guest, date of projected arrival and departure, room type(s) requested and their rates, other comments, date order form Each correct term, or answers with similar content may be accepted for 1 point each. írásbeli vizsga / május 20.

10 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: f e a c b d Each correct placement can be awarded half a point. The final score should be rounded down to a whole number. 7. Give 2 examples (relevant for hotels) for each of the terms below. (3 x 1) 3 points Fixed cost: insurance, rent/lease, depreciation, interest on investments, franchise fee, Tools and objects in the guest wardrobe: hanger, sewing-kit, laundry bag, shoe-shine kit, information brochures, coat-brush, etc. Types of suites: junior, senior, presidential, connecting, family, honeymoon, royal, etc. Two specific examples are worth 1 point each. 8. Property protection/security is an extremely important task in hotels. (3 x 1) 3 points a) What are the areas of property protection/security? Name two! protection of the guests personal property protection of the owners property Also acceptable: protection of the property of the staff. Two correct answers are worth 1 point. írásbeli vizsga / május 20.

11 b) What tools can be utilised to ensure property protection/security in hotels? Name two. mechanical protection (locks, bars) electronic systems (motion sensors, cameras, smoke and heat detectors, fire alarms) Also acceptable: manned security (security guards, staff receptionists), IT protection and security (firewalls, passwords). Two correct answers are worth 1 point. c) Why is property protection important in a hotel? Complete the following sentence. Property protection is important because: There are a lot of valuables in guest rooms for which the hotel is liable/responsible for. If property protection/security is not ensured, guests will not come, employees will quit and the owners will suffer losses. One correct observation may be awarded the 1 point. 1 point may be awarded in all three questions. 9. Place the following tasks in their logical order. (3 x 1) 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: b f a c d e Each correct placement is worth half a point. When determining the final score, the examining teacher should round down to a whole number. írásbeli vizsga / május 20.

12 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. (2 x 1) 2 points Number Phases of the buying process Letter of typical characteristic 1. Recognition of the problem b), c) 2. Gathering information e) 3. Evaluation of alternatives f) 4. Buying decision a) 5. Post-purchase behaviour d) b) Write the letter(s) of the characteristic(s) next to the buying process phase it is (they are) typical of. (3 x 1) 3 points 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. 1 point each can be awarded for the naming of the missing phases. 1 point each may also be awarded for correctly indicating 2 typical characteristics. In case of half points, the examining teacher should round down. 2. What term do the following definitions define? Write your answer on the dotted line. (5 x 1) 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. word-of-mouth 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. internal PR írásbeli vizsga / május 20.

13 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. trade mark 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. image e) The same product is offered to various segments / guests at different prices. price differentiation Each correct term is worth 1 point. Synonyms may also be accepted. 3. Marketing-orientated pricing utilises various orientations. List these orientations. 2 points a) cost b) demand c) competition d) market Also acceptable: purchase price, as well as synonyms of the above solutions. The 2 points may be awarded in the case of 4 correct answers In case of fractions; the examining teacher should round down. 4. Underline the odd one out. (1+1) 2 points Maturity Decision Growth Introduction Decline Saturation What concept are the other terms related to? product life-cycle curve One point should be awarded for the underlining, and another for the correct answer to the related question. Only the above underlined term and the above answer can be accepted and awarded points. írásbeli vizsga / május 20.

14 5. Complete the following definitions. (5 x 1) 5 points The questionnaire is the most frequently utilised form of primary information collection, which in itself is sufficient for surveying, but is also used for verification purposes. The most frequently used forms of written 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. Personal 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. Secondary information is information and data that has already been collected and made available for some other purpose. The marketing information system /MIS has the following functions: collection, selection, storage, analysis, processing, transmission and communication of information. Answers different from the above, but similar in content should also be accepted. Each correct term is worth 1 point. 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 írásbeli vizsga / május 20.

15 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. The 1 point may be awarded for 2 correct underlinings. In case of fractions, the examining teacher should round down. 7. Make the following statements true. (2 x 1) 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: Advertising is one-way communication, and feedback is not typical. 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: The definition is of the direct distribution channel. The classic distribution channel is the longest distribution channel; the goods reach consumers by going from the producer to the wholesaler, then the retailer, who goes on to sell it to consumers. One point per question can be awarded. Other professionally sound explanations accepted as correct by the correcting teacher may also be given points. 8. Product packaging plays a crucial role in influencing guests and buyers. List four functions offered by packaging. 2 points a) Stimulates customer interest b) Has a strong effect on impulse buyers c) Creates associations by displaying the brand name and the trade mark d) Typical design distinguishes from competitors írásbeli vizsga / május 20.

16 Also acceptable: practical (e.g. dispenser, re-sealable) packaging is more convenient, therefore, more appealing. Displays a lot of information, thereby reducing the risk of purchase. The half a point may also be awarded for logical functions that differ from the above. When determining the final score, the examining teacher should round down to a whole number. 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 > secondary research Two correct answers are worth 1 point. In case of fractions, the examining teacher should round down. 10. Define the following terms. (3 x 1) 3 points Etiquette: a code that establishes the forms of social behaviour/a system of formal and behavioural rules we apply in everyday life (family, friends). Protocol: a code to adhere to and comply with, a code of behaviour in official and diplomatic relations; a stricter form of etiquette Negotiation: a process, during which we use information, time and energy in order to accomplish pre-defined goals by cooperating and bargaining with others (or pushing others down, unilaterally enforcing interests) / a communication process where we use our power and influence to accomplish a given goal, the realisation of which also depends on the other party. We are not looking for word-for-word answers, but the gist of the meaning of the term. Each correct answer can be given one point; partial points (whole numbers) may be awarded. írásbeli vizsga / május 20.