VENDÉGLÁTÓ- IDEGENFORGALMI ALAPISMERETEK ANGOL NYELVEN

Transcription

1 középszint 0811 ÉRETTSÉGI VIZSGA május 26. VENDÉGLÁTÓ- IDEGENFORGALMI ALAPISMERETEK ANGOL NYELVEN KÖZÉPSZINTŰ ÍRÁSBELI ÉRETTSÉGI VIZSGA JAVÍTÁSI-ÉRTÉKELÉSI ÚTMUTATÓ OKTATÁSI ÉS KULTURÁLIS MINISZTÉRIUM

2 Important information The total sum of the points of the written examination can only be a whole number. If the score of the written examination is not a whole number then the rules of mathematical rounding off must be applied (scores ending in.5 or higher shall be rounded upwards; all others shall be rounded downwards). írásbeli vizsga / május 26.

3 Test Questions Basics of Catering and Tourism 1. Define the following concepts. 3*2 = 6 points Inventory: A report showing the stock of materials and objects in numbers and according to their value. / A report concerning the assets of the enterprise, which shows in detail the quantity and value of the business organization s assets at a specific time. Last Minute: An offer made in the last minute that makes travelling somewhere cheaper. Catering: English term used to describe a specific branch of the hospitality industry, serving aircraft passengers and guests attending various special events with a wide variety of cold/hot dishes and beverages. One should not expect students to reproduce the answers above word-by-word. Answers should correspond to the correct answers in terms of their content. All correct answers deserve 2 points. If a partial definition is given, 1 point should be given. 2. Name two locations where it would be profitable to establish a fast-food restaurant. Briefly explain your answer. (1+1)+2 = 4 points Locations: 1) Cinemas 2) Schools 3) Railway stations 4) Near clubs and pubs 5) Shopping malls, shopping centres Explanation: Fast-food restaurants are usually visited by casual guests, who do not want to spend a lot of time on their meals during the day. That is why it is better to place these restaurants in locations where there are a lot of people and traffic is big. These restaurants are very popular with students/young people, so they should be placed in areas where there are many students/young people. The student only has to name two of the above for the 1 point each, and the explanation is worth 2 points. The answers have to correspond to the above only in terms of content and other logical answers may also be accepted. írásbeli vizsga / május 26.

4 3. Add the appropriate concepts, terms to the following definitions. 3*1 = 3 points A travel agency sells trips and services organized by other travel bureaus, or is engaged in mediating other trips. Storage is the safekeeping (storing) of goods and raw materials in a safe location, in an environment that will not cause changes in either the quality, or the quantity of the items. An attraction is a natural, social and economic aspect of our environment with invaluable significance which prompts tourists to visit the given place. Only the above answers and only one answer can be accepted. All correct answers are worth 1 point. 4. What business lines do the following types of businesses belong to? Write the correct letter on the dotted lines. 6*1 = 6 points 1 Catering facility serving hot meals 2 Other catering facilities x None of the above Inn Confectioner s shop......x... Canteen Café Disco......x... Grill bar......x... Only the above answers can be accepted. All correct answers are worth 1 point. 5. Based on the following sample business letter complete the list below with the five missing structural components, keeping the common rules of business letter writing in mind. 5*1 = 5 points Structural elements of a business letter: 1. Letterhead 2. Reference to type of mailing 3. Address 4. Reference 5. Date 6. Subject of the letter 7. Greeting 8. Text 9. Signature 10. Attachments All correct answers are worth 1 point. Ciceró Szálloda Kft Horváth Pál managing director Budapest Pap utca Subject: Price quotation Dear Mr. Managing Director, Gastro-trend Vendéglátó és Turisztikai Kft Sopron Napfény u. 1. Telephone: 36-99/ gastrotrend@axelero.hu With reference to the Yours sincerely, Zoltán Voleszák Managing Director April 3, 2007 írásbeli vizsga / május 26.

5 6. Which phases of catering production do the following activities belong to? 3*1 = 3 points a. Selection, cutting, breading,: preparation b. Baking, cooking: making of the dish c. Keeping ready, serving, decorating: finishing operations Only the above answers can be accepted. All correct answers are worth 1 point. 7. List the post management work performed by travel agencies. a) Report by the tour guide b) Accounting c) Ex post facto calculation 3*1 = 3 points All correct answers are worth 1 point, regardless of the order. Other solutions deemed correct by the correcting teacher may also be accepted. 8. List four characteristics of catering demand. a) Sensitive to income changes b) Flexible c) Seasonal d) Difficult to influence 4*1 = 4 points Also acceptable: Sensitive to price changes. Influenced by the social and political situation All correct answers are worth 1 point; maximum 4 points can be awarded. írásbeli vizsga / május 26.

6 Basics of Hotel Management 1. Connect the jobs listed to their corresponding task. Write the letters of the tasks on the dotted lines next to the job titles. 5*1 = 5 points b.) Hotel journal manager a.) Errands on- and off-site a.) Boy b.) Collection and organisation of data d.) Maid c.) Answers incoming calls c.) Telephone operator d.) Cleans the rooms e.) Valet e.) Greets guests who arrive by car All correct answers are worth 1 point. 2. Describe conference hotels briefly in 5 points. 5*1 = 5 points 1. Has an adequate amount of appropriately sized rooms that can be used for conferences, congresses and meetings and the necessary ancillary equipment. 2. Should be placed into an area that has the following characteristics: easy to access, quiet, has a large parking lot. 3. Guests daily spending is much higher than average. 4. Guests stay for relatively short periods. 5. Relaxation and entertainment of the guests should be ensured. Also acceptable: The rate of utilisation of conference hotels in the pre-, and post-seasons is higher than that of traditional hotels. Must have state-of-the-art equipment. Other solutions deemed correct by the correcting teacher may also be accepted. Each characteristic is worth 1 point, maximum of 5 points can be awarded for the question overall. 3. Briefly define the following terms and phrases. 4*2 = 8 points Transit hotel A hotel built for people in transit, next to railway stations and airports to cater for the needs of those who only interrupt their travels for one night. Sanitary block Areas in hotel rooms and common areas with access to water, bathing and a toilet. Safe A facility designated to safeguard items of value, which can be central (at the reception) or in the room (in the guest room). All Inclusive An amount that has to be paid in advance covering all services and meals. Each correct definition is worth 2 points. Partial definitions are worth 1 point. írásbeli vizsga / május 26.

7 4. Which of the following statements is the odd one out and why? Underline and explain your answer. 1+2 = 3 points Night Bar, Breakfast lounge, Chambermaid storage, Drink Bar, black scullery, private room Explanation: The chambermaid storage belongs to the accommodation (floor) activity, while the other ones belong to catering. Other logical explanations may also be accepted. Correct choice is worth 1 point, and subsequent correct explanation is worth another 2 points. 5. List six hotel types. 1. City hotel 2. Temporary hotel 3. Vacation hotel 4. Sports hotel 5. Spa resort hotel 6. Health resort hotel 6*1 = 6 points All correct answers are worth 1 point. Also acceptable: Fitness hotel Wellness hotel Castle hotel Conference hotel Casino hotel transit hotel (airport, railway station) Apartment hotel Low-grade hotel Motel Mobile hotel A maximum of 6 points can be awarded overall. 6. Write down the English equivalent of the following work areas. Szobafoglalás: Reservation 3*1 = 3 points Szállodai portás: Concierge Földszinti munkaterület: Front Office Besides the above, other correct descriptions can also be accepted. Each correct answer is worth 1 point. írásbeli vizsga / május 26.

8 7. What are the advantages a hotel can realize if it becomes a member of an international hotel chain? List three. 3*1 = 3 points 1. Recognized, established (known) brand name 2. Common advertising (marketing) activity 3. Working, tried method of operation Also acceptable: Uniform standards Will have an independent reservation system Will acquire new clientele Professional consulting Professional training, further training Less expensive, central procurement, Other solutions deemed correct by the correcting teacher may also be accepted; however, those listed above contain the gist of correct answers. All correct answers are worth 1 point. írásbeli vizsga / május 26.

9 Basics of Marketing 1. Decide which era of marketing is described. Write your answer on the dotted line. 1 point The marketing concepts of today s economic and social life is an experimenting, innovative, demand-regulating activity reconciling market and entrepreneurial interests that takes the harmony of social interests into account. Society-oriented era Only the above answer can be accepted and it is worth 1 point. 2. Decide whether the following statements are true or false. Underline the correct letter. 4*1 = 4 points T F T F T F T F In the case of the artificial route the wholesaler takes on a bi-fold role. It operates a retail network and sells goods to other retailers. The main purpose of communication policy is to inform and influence consumers and guests, and to convince them to use the product or service in question. Sales policy refers to the decisions made in connection with product planning, product range and brand policy. The role of the human factor in the service sector is particularly important. A friendly, polite and well-trained staff is an indispensable part of servicemarketing. Answers do not have to be explained. All correct answers are worth 1 point. 3. Define the following terms. Price The equivalent of products and services expressed in money. 4*2 = 8 points Direct marketing Form of retail activity without an actual shop and that of sales promotion. / A system of marketing which strives to initiate two-way communication, or contact as well as receiving feedback from the targeted person by using a certain advertising tool. Secondary information The totality of available data gathered for another purpose. / Secondary information can provide opportunities to get acquainted with the market and to explore the basic processes characteristic of the market. írásbeli vizsga / május 26.

10 Marketing mix The combination of marketing tools used in different situations, leading to optimal results are referred to as the marketing mix, by which the marketing objectives can be realized. Two points can be awarded per definition if the answers contain the essence of the definitions above. In the case of incomplete definitions partial points (1 point) can be awarded. Alternative terms are indicated in the answer, and all alternative terms are to be accepted as correct. 4. Group the following concepts according to the given criteria. 4*1 = 4 points Employee discounts, contact with business partners, dealing with customers, bulletin board Internal PR: Employee discounts, bulletin board External PR: Contact with business partners, dealing with customers All correct answers are worth 1 point. The concepts can be listed under one heading only, otherwise no points can be awarded. 5. List four factors that influence buying behaviour. 1. Age 2. Trends 3. Financial situation 4. Lifestyle 4*1 = 4 points All correct answers are worth 1 point. Also acceptable: Profession Income situation etc. A maximum of 4 points can be awarded in total for the exercise. írásbeli vizsga / május 26.

11 6. Define the concept of advertising and list four internal marketing tools, which you would use in a Category II restaurant. 2+4*1 = 6 points The concept of advertising The series of steps bridging the gap between supply and demand without a personal relationship that inform potential guests about the available supply and which aim to convince them that it has advantages for them. / Totality of information, convincing and reminding tools. Internal advertising tools 1. Menu 2. Drinks menu 3. Product range of the business 4. Tasting Two points can be awarded per definition, if the answers contain the gist of the definitions above. In the case of incomplete definitions, partial points (1 point) can be awarded. Alternative terms are indicated in the answer and all alternative terms are to be accepted as correct. Each correct internal advertising tool is worth 1 point. Also acceptable: Packaging Objects equipped with business logos Gift objects or other solutions deemed correct by the correcting teacher. 7. List three advantages and three disadvantages of interviewing (verbal questions). 6*1 = 6 points Advantages 1. Questions can be made more accurate and obvious 2. Quick 3. It can be used to engender relationships Disadvantages 1. The person asking the questions may influence the person who answers them 2. Persons questioned do not always answer truthfully 3. Expensive Besides the above, other solutions deemed correct by the correcting teacher may also be accepted, but the above list contains the gist of correct answers. Each characteristic is worth 1 point, but a maximum of 3 points can be awarded. írásbeli vizsga / május 26.