VENDÉGLÁTÓ- IDEGENFORGALMI ALAPISMERETEK ANGOL NYELVEN

Transcription

1 Vendéglátó-idegenforgalmi alapismeretek angol nyelven középszint 1021 ÉRETTSÉGI VIZSGA május 13. VENDÉGLÁTÓ- IDEGENFORGALMI ALAPISMERETEK ANGOL NYELVEN KÖZÉPSZINTŰ ÍRÁSBELI ÉRETTSÉGI VIZSGA JAVÍTÁSI-ÉRTÉKELÉSI ÚTMUTATÓ NEMZETI ERŐFORRÁS MINISZTÉRIUM

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 13.

3 Basics of Hospitality, Catering and Tourism 1. Write the correct term defined by the following definitions on the dotted line. (3 x 1) = 3 points Work related to and involving record-keeping, calculation and writing. Recording and registration of economic events and the regulated, continuous management of affairs: administration Document handed over by the shipper to the customer when delivering the goods. It contains the name and quantity of the various goods delivered, as well as the unit price: (does not replace the invoice.) delivery note Expense that changes in proportion to the size of the company s turnover and sales revenue. A cost-type dependent on the development of turnover: variable cost Evaluation: Only the above answers can be accepted. Each correct answer is worth 1 point. Partial points may be awarded, but only whole numbers. 2. Provide a brief definition of the following terms. (4 x 2) = 8 points Passive tourism: residents of a given region travel to another place for purposes of tourism and spend some of their money there. Production in hospitality: production of ready-to-consume meals from goods and raw materials. Initial (asset determining) inventory: the accounting of all assets, instruments, tools and resources of the enterprise. Micro-environment: the direct environment of the enterprise, which directly influences the enterprise s activity. Evaluation: Each correct definition is worth 2 points. We are not looking for word for word answers. írásbeli vizsga / május 13.

4 3. Choose the statement (only one) that is most characteristic of the terms listed and indicate your selection by underlining. (3 x 1) = 3 points a) Service: 1. music, dancing opportunities 2. hot holding, serving 3. administration b) Domestic tourism in Hungary: 1. is mainly related to winter sports activities 2. rural tourism also plays an important role 3. seasonality in not very typical, turnover is consistent and even c) A core process within the flow of goods in hospitality: 1. business management 2. preparation 3. storage Evaluation: Each correct underlining is to be awarded 1 point. Only the above solutions can be accepted. Partial points may be awarded, but only whole numbers. 4. Describe the characteristics of competition on the hospitality market. How can a hospitality business defeat its competitors? Make two relevant statements. Make sure your sentences are clear and well structured. 2 points The criteria for the development of economic competition are already present within the hospitality sector. Various businesses, enterprises are in competition, and they are competing with other sectors as well. Competition between businesses is extremely strong, as at the same time demand decreased, the number of businesses increased significantly. Modern equipment, special or unique dishes, drinks; imaginative events can boost revenues and may help promote certain businesses. Evaluation: We are looking for two relevant statements for the 2 points. As this is an essay question, there are several correct answers apart from the above, e.g. the examinee could list product ideas, price ideas, marketing activities, etc. The examinee may elaborate on the competition between enterprises, but could also write about characteristics of competition with other sectors. In cases of creative ideas, the correcting teacher should make a decision about the points given; however, two points are the maximum that can be awarded. írásbeli vizsga / május 13.

5 5. Which hospitality/catering business line are the following statements characteristic of? Write your answer on the dotted line. (2 x 1) = 2 points On-site consumption and take-away are equally typical. Families and the elderly are frequent guests. Pastries are prepared on the spot. Open sales. Typically has a limited selection of alcoholic drinks. Pastry-shop Facility type with rich traditions. Used to hold a significant social role (political role). Possibility to read monthly and daily newspapers. Also provides warm meals during main meal periods. Coffee-house Evaluation: Only the above solutions can be accepted. No points are to be awarded if the examinee indicates other business lines apart from the above. 6. Which one of the following is the odd one out? Indicate your answer by underlining and explain your selection. 2 x (1 + 1) = 4 points materials intensity unit price profit raw material value Explanation: Profit is not a concept related to pricing (calculation). Profit is a factor of profitability. Balaton Baja fish soup festival Kiskunság National Park Arboretum of Szarvas Explanation: The Baja fish soup festival is not a natural feature, it is a man-made attraction. Evaluation: Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content. Correct selection and correct explanation are worth 1 point each per question. Partial points may be awarded, but only whole numbers. írásbeli vizsga / május 13.

6 7. Give two examples for each of the categories below. (8 x 1) = 8 points Table service types: Swiss-American plated service /French/English/Russian Types of MICE (Meetings, Incentives, Conferencing, Exhibitions) tourism: business/conferencing/congress/exhibition/fair/incentive/study tour Out-of-store sales: home delivery/external events /mobile sales/sales for retailers Cost type: wages, energy, amortisation, depreciation, fuel, advertising, etc. Service: provision of accommodation, car-wash, swimming pool, hairdresser, massage, etc. Inventory type: delivery, takeover,, initial (asset determining), accounting Procurement source: agriculture, small-scale producers, producing enterprises, food industry, wholesale commerce, retail commerce, etc. Natural attraction: landscape, hidrography, climate, flora, fauna, etc. Evaluation: The examinee can only be awarded the 1 point per category if he/she writes at least 2 correct examples. Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content. No points are to be given in case of incorrect examples. Partial points (whole numbers) may be awarded, but no extra points. 8. What factors affect tourism prices? List four. (4 x 1) = 4 points 1. Currency exchange rates 2. Number/quantity of services used 3. Travel expenses 4. Seasonality Evaluation: Each correct factor is worth 1 point. Also acceptable: price level of the receiving facility, method of transportation utilised, solvent demand, quality of services, meals taken (breakfast, half-board, full board, all inclusive), competition s prices, trends/fashion (extreme sports, travels), novelty of product, etc. Partial points (whole numbers) may be awarded, but no extra points. írásbeli vizsga / május 13.

7 Basics of Hotel Management 1. Find the odd one out in the lists below. Indicate your answer by underlining and explain your solution. (4 x 2) = 8 points a) telephone bill paid for room employer contribution uniform laundry Explanation: All of the above are costs and expenses at a hotel, while the price of a room is profit. b) doorman valet Front Office Manager Housekeeper Explanation: Housekeeper is a floor position; all the others are ground floor position. c) Group Rate Rack Rate Exchange Rate Weekend Rate Explanation: Exchange Rate cannot be classified as a pricing type applied by hotels. d) wake-up service issuing of vouchers safekeeping of valuables currency exchange Explanation: Wake-up service is the responsibility of the reception; all the other tasks are the cashier s responsibility. Evaluation: Selection in itself cannot be rewarded with points. The two points can only be awarded in case of correct selection and explanation. Partial points may be awarded, but only whole numbers. Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content and are professionally sound. írásbeli vizsga / május 13.

8 2. Write the correct terms on the dotted line. (4 x 1) = 4 points a) Camping: an area equipped with public utilities which serves to accommodate and provide space for guests arriving with tents or caravans/mobile homes. Such places often also offer lodging in wooden houses and bungalows. b) The requirements of hotel pricing/price determination/price setting: should cover operational costs, should generate profit and be adapted to the current market situation. c) Costs and expenses decrease profits/earnings/gains; therefore hotels have to save money and lower costs due to economization. d) Apartment/Suite: a living area larger than traditional hotel rooms, which accommodations rent out to guests, made up of several rooms. Evaluation: Each correct answer is worth 1 point. If the examinee gives the above answers or different answers that contain the gist of the above, the correcting teacher may award the 1 point for each answer. Partial points may be awarded, but only whole numbers. 3. Place the terms listed below into the correct categories. (6 x 1) = 6 points a) luggage handling, b) guest telephone, c) mini-bar, d) car rental, e) wake-up call, f) issue of airplane ticket. 1. Fee-based service: b) guest telephone, c) mini-bar 2. Free of charge service: a) luggage handling, e) wake-up call 3. External service: d) car rental, f) issue of airplane ticket Evaluation: Each correctly classified term can be awarded 1 point. The solution shown above is the only correct one. Partial points may be awarded, but only whole numbers. 4. Put the phases of hotel data processing work in the correct order. Write the correct letters on the dotted lines. 2 points a) data processing b) data recording c) data utilisation d) data forwarding 1. b) 2. d) 3. a) 4. c) Evaluation: The 2 points should only be given in the case of completely correct solutions. Only the above order can be accepted. If only half of the order is correct, 1 point should be given. írásbeli vizsga / május 13.

9 5. In the case of the statements below, write on the dotted line whether they are true or false. In the case of false answers provide an explanation as well. No explanations are required for true statements. (4 x 2) = 8 points a) A typical feature of forms subject to strict accountability is the fact that they have serial numbers. True Explanation: b) The responsibilities of the floor workers of a hotel include keeping the whole of the hotel clean. True Explanation: c) A hotel guest was visited by a friend whose telephone was stolen during the stay. In this case the hotel is liable to pay for the damages. False Explanation: The hotel is not responsible for valuables of guests which have not been submitted for safekeeping. d) An apartment hotel has living units suitable for self-sustainment. True Explanation: Evaluation: Each correct selection is worth 1 point, and another 1 point can be given for the correct explanation. Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content. Partial points may be awarded, but only whole numbers. 6. List four aspects that should be taken into consideration when selecting a site for the construction of a hotel. (4 x 1) = 4 points 1. Tourism characteristics (attractions, development of tourism) 2. Tourism capacity (complexity, accessibility, public safety, services) 3. Expected demand (catchment area, segments) 4. Competitors (proximity of, number of, quality of) Evaluation: Also acceptable: architectural conditions, conditions of plot purchase, plot price, the type and quality of the planned hotel, monument status, development level and economic situation of the region (infrastructure, enterprises, outlook, labour force) etc. Order is not important. Maximum points should not be given if the examinee focuses on only one aspect (e.g. when mentioning water, electricity, gas, the examinee only talks about the elements of infrastructure). Partial points may be awarded, but only whole numbers and no extra points can be awarded. írásbeli vizsga / május 13.

10 7. Briefly explain the meaning of the following term. Make two relevant statements. 1 point Extra bed: an easy to move piece of furniture designed for sleeping on, the task of which is to increase the sleeping capacity of the room. Evaluation: Answers different from the above, which contain the essence of the correct answer may also be awarded the 1 point. Basics of Marketing 1. Solve the following Public Relations (PR) related questions. ( ) = 7 points a) Define the concept of Public Relations. 2 points The concept of PR: a communication activity, the goal of which is to build and maintain trust between the enterprise and its environment. Evaluation: If the examinee s answer contains the gist of the above, it can be awarded the 2 points. No partial points can be awarded. b) List three PR characteristics. 3 points 1. pre-planned building of relationships 2. also informs of problems 3. its effect can only be measured in the long-term Evaluation: Also acceptable: constant building of relationships, does not primarily serve sales objectives, its ultimate goal is to increase company profits. All correct characteristics are worth 1 point each, for a maximum of 3 points. Partial points (whole numbers) may be awarded, but no extra points. c) What is the difference between internal and external PR? 2 points Internal PR consists of the organisation of communication relationships between management and the employees and between the various organisational units. External PR deals with the external business relationships of the enterprise in question. Evaluation: The answer can only be accepted and awarded the 2 points if the examinee s answer contains the gist of the above. No partial points can be given. írásbeli vizsga / május 13.

11 2. Pair up the related terms. (6 x 1) = 6 points 1. product a) direct route 2. price differentiation b) market lifecycle curve 3. sales channel c) questionnaire 4. communication mix d) segmentation 5. target market marketing e) seasonal price 6. market research f) personal sales Evaluation: Each correct pair is worth 1 point. Partial points may be awarded, but only whole numbers. 3. Choose one of the four pairs below, which makes the following statement true. Indicate your answer by underlining. 1 point The basic principle of segmentation: the difference between segments should be the.. possible, and the difference within the segment should be the. possible. a) largest largest b) largest smallest c) smallest largest d) smallest smallest Evaluation: Only the above solution can be accepted for 1 point. 4. Write 2 examples for each of the categories below. (3 x 1) = 3 points Parts of the marketing environment: market environment, scientific-technical environment, socio-economic environment, cultural environment, geographical environment. Outdoor advertisements: posters, billboards, advertisements displayed on vehicles, pavement signs, A-boards, neon signs, company signs. Factors influencing the buying decision: available funds, available time, personal involvement, communication situation. Evaluation: Other correct solutions may also be accepted by the correcting teacher. The 1 point should be given for two correct examples. Partial points (whole numbers) may be awarded, but no extra points. írásbeli vizsga / május 13.

12 5. Complete the following statements. (2 x 1) = 2 points a) The beginning of the 1900 s was characterised by the production-oriented era. Market demand still exceeded supply, and the interest of enterprises was mainly directed at production. The goods were sold without taking market environment into account. b) When developing the society-oriented marketing concept, the main task is to harmonise profits, consumer needs and social interests. Society recognises that placing consumer needs above everything else is not always a good idea (e.g. smoking, drugs). Evaluation: Each correctly completed section is worth 1 point. Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content. Partial points may be awarded, but only whole numbers. 6. Which one of the following is the odd one out? Indicate your answer by underlining and explain your selection. 3 x (1 + 1) = 6 points a) product price sales channel target market Explanation: The target market is not part of the marketing mix. b) sales promotion buying process advertising public relations Explanation: The buying process is not part of promotion/marketing communication/market manipulation. c) competitors suppliers buyers socio-cultural variables Explanation: Socio-cultural variables are not part of the micro-environment, they belong to the macro-environment. Evaluation: Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content and are accompanied by a sound explanation. Correct selection is worth 1 point and correct explanation another 1 point. írásbeli vizsga / május 13.

13 7. Decide whether the following statements are true or false. In case of false statements the 2 points will only be awarded if you correct the sentence. In case of true statements simply underline the word true to get the points. (4 x 2) = 8 points a) Price differentiation is selling the same product/service to the same guest at the same price. True / False: different guests, different prices. b) Information types of market research/marketing research: secondary information, primary information, tertiary information. True / False: There is no such thing in marketing as tertiary information. c) The first phase of the product lifecycle is introduction, and the last phase is saturation and decline. True / False d) With respect to the length of the sales route there are four variations: the transit route, the demi-gros route, the artificial route and the direct route. True / False: The classical route is not listed/there are five variations. Evaluation: Answers different from the above may be accepted, provided the correcting teacher deems them correct in terms of content and are accompanied by a sound explanation. Partial points may be awarded, but only whole numbers. írásbeli vizsga / május 13.