VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

Transcription

1 ÉRETTSÉGI VIZSGA május 20. VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN EMELT SZINTŰ ÍRÁSBELI VIZSGA május 20. 8:00 Az írásbeli vizsga időtartama: 180 perc Pótlapok száma Tisztázati Piszkozati EMBERI ERŐFORRÁSOK MINISZTÉRIUMA Vendéglátás-idegenforgalom alapismeretek angol nyelven emelt szint írásbeli vizsga 1211

2 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. 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. 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 summarise your thoughts on the provided dotted lines. The last page (back cover page) is reserved for evaluation; please do not write on this page. 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. Examinations written in pencils will not be accepted. 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 / május 20.

3 Basics of Hospitality, Catering and Tourism One of your acquaintances unexpectedly inherits a large amount, which he wants to invest wisely and profitably. He wants to start up a hospitality-related enterprise, which fills a market niche. He is thinking of a green-hotel and would like your help in implementing this plan. The following questions are all related to this. 1. The significance of market risk arises at the very first meeting. 15 points a) Define market risk. Make two relevant statements. b) List three risk factors related to green-hotels or any new hotel in general c) What requirements does the hotel need to meet in order to be able to use the word green? In your opinion, what should the hotel offer to be worthy of the name green? List three factors d) What internal risk factors (lack of features, errors, deficiencies) does a green-hotel or the organic-restaurant operating within the hotel need to take into account? List three factors írásbeli vizsga / május 20.

4 e) A green-hotel must place particular emphasis on environmental protection. What protection and prevention methods would you recommend for the areas listed in the table? Write an example for each area in the column Method of prevention and protection. Area of environmental protection Nature protection Polluting/damaging effect Overuse of plant and animal species Method of prevention and protection Water protection The volume of sewage increases Air protection Protection of environmental culture Combustion by-products generated during production and heating Management of high volume of waste 2. A grandiose event is planned for the official opening of the green-hotel. 8 points a) In order for the event to go smoothly, you suggest preparing a script. Complete the missing sections of the following statements. We distinguish two types of scripts in hospitality. The first group contains the scripts prepared for.... The second group includes the scripts prepared for.... The main sections of scripts prepared for hospitality facilities, hotels and employees thereof are: írásbeli vizsga / május 20.

5 b) Pair up the following activities with the corresponding tasks. Chilling drinks, setting of tables. Matching item quantities and prices during invoicing. Placing of pastries and breads, preparing empty trays to collect glasses. The host and the waiters greet the guests. Switching off electricity, closing up, locking the room/hall. Checking of the cleanliness, temperature and lighting of rooms. Continuously monitoring guest needs. Checking of dishes served. Restoring the rooms/halls to their original state in order to facilitate cleaning. Preparation for events: a.) b.) c.) Organisation and running of events: a.) b.) c.) Tasks to do after events: a.) b.) c.) írásbeli vizsga / május 20.

6 3. The Holdfény Green-Hotel has made a video recording of the Entrepreneur s Club event at the request of the participants. The hotel is selling the 7 CD-s, containing the recording, made of the event to the Club. Your task is to issue an invoice of the sale on behalf of the green-hotel. 7 points The data are the following: Seller: Holdfény Green-Hotel 1254 Budapest, Napsugár út Tax ID no.: Bank account no.: ABC Bank Buyer: Entrepreneur s Club 1292 Budapest, Teleki út 20. Tax ID no.: Bank account no.: DEF Bank The goods: 7 CD-s (current VAT rate is 25%) The product s classification number: 8523 Net unit price of product: HUF 3000 Payment condition: bank transfer Date of performance: 25 March 2012 Payment deadline: 5 April The supplier (name, postal code, address, telephone no., bank account no., name, tax ID no.) The buyer (name, postal code, address, bank account no., name, tax ID no.) EU VAT number: HU EU VAT number: HU Date of performance: Invoice date: Payment deadline: Payment method: Name, classification number and other characteristics of product or service Unit quantity of Quantity Unit price excluding VAT Invoice value excluding VAT VAT rate VAT amount Invoice value including VAT Total: Detailing of VAT in the invoice Invoice value excluding VAT Amount of output VAT. Invoice value including VAT 25% % Total: Invoice total in letters: B /V. -25x3 sheets RK-HUN Bt Made in 3 copies írásbeli vizsga / május 20.

7 4. In a green-hotel as in any hotel or hospitality facility the work and activity performed must be checked and reviewed. In the case of enterprises, with respect to the nature of the audit, we distinguish between external and internal audits. 4 points a) Which topics and areas can audits by authorities (external audits) be performed in? List four. (Do not list the names of the audit authorities, but rather the areas the audits are aimed at.) b) List the effects of audits as well as their significance regarding the whole of financial management. Make two relevant statements. 5. The green-hotel wishes to play an active role in tourism. For this reason, the owner would like to get to know what the economic significance of tourism is. List the ones you consider most important. Make four relevant statements. 4 points Inbound tourist groups are also glad to use the green-hotel. What costs, expenses and fees must travel organisers take into account when compiling the preliminary cost estimate? You should be thinking of other things as well beyond hotel-related costs. List four. 2 points írásbeli vizsga / május 20.

8 Basics of Hotel Management 1. A great building location is of key importance for any hotel or hospitality facility. The factors influencing the selection of location must be examined in the case of the green-hotel as well. List four. 2 points A call for applications is announced for the Director position of the hotel. 14 points a) List the main tasks of hotel management b) The director, as well as the entire management, must have diverse knowledge and skills in order to efficiently manage the hotel. Place the factors listed below into the correct fields of the table. legal knowledge, marketing knowledge, assertiveness, language skills, organisational skills clean criminal record, financial knowledge, insight into people, decision-making skills Professional knowledge and experience: Managerial aptitude: Moral reliability: írásbeli vizsga / május 20.

9 c) Who is the hotel s management responsible to and why? Make three relevant statements.... d) What factors influence and impact a hotel s organisational structure? List three e) The green-hotel follows a functional organisational structure, and the allocation of job categories is also performed on the basis of this principle. Complete the missing sections of the following statements with the correct terms. The division of labour in management is based on Decision-making powers are.... The majority of decision-making powers belong to the.. 3. The setting-up of a room reservation system is an essential task. 5 points a) The management of the green-hotel considers it important to have continuous information of future and expected occupancy. Of the various record-keeping and reservation methods, you must argue for the computerised system. Make three relevant statements regarding its benefits and advantages b) List two software types used in hotel sales. írásbeli vizsga / május 20.

10 4. The following questions are related to the financial management of hotels, the skills related to which are indispensable for the green-hotel as well. 9 points a) Which one is the odd one out? Underline the solution you feel is correct, and explain your selection. employee wages waiter uniforms costs of welcome gifts and amenities maintenance costs Explanation:... rent insurance premium laundry costs franchise fee Explanation:.... demographic environment political, legal environment suppliers natural environment Explanation:.... írásbeli vizsga / május 20.

11 b) We want to know the forecasted profit indicators of the green-hotel s financial management for the first fiscal year. Based on the following data, calculate gross operating profit (GOP) and net operating profit (NOP). Total net sales revenue: HUF thousand COGS (procurement value of hospitality): HUF thousand Direct costs of industrial unit: HUF thousand Indirect costs: HUF thousand Fixed cost: HUF thousand c) Based on the above data, calculate the average profit margin of hospitality, if its net sales revenue is HUF thousand in the given year. írásbeli vizsga / május 20.

12 Basics of Marketing 1. In order to efficiently operate and run the green-hotel, information on guest behaviour is essential. Characterise the buyer/consumer/guest types listed below. 4 points Habitual consumer/guest:.... Rational consumer:..... Variety seeking consumer/guest: Impulse consumer/guest: Market research is essential prior to investing in, then opening the green-hotel. 5 points a) Of secondary and primary research, you should argue for secondary research. Provide two advantages over primary data collection. b) What internal and external information sources can be used during secondary data collection? Write two examples for both categories. Internal information sources External information sources írásbeli vizsga / május 20.

13 c) Secondary market research does not always yield and provide sufficient information on the various guest types, therefore, often primary data collection is also required. The method you consider efficient to do this is interviewing. List the interviewing types d) Online interviewing has become increasingly popular today. Make two relevant statements regarding the advantages of this method. 3. Market segmentation is very important prior to the opening of the green-hotel. Complete the table of base variables with the missing terms. Write two examples in each field of the Examples column. 4 points Base variable groups Geographical segmentation... segmentation Behavioural segmentation... segmentation Examples a). b).. a) age b) gender a). b).. a) profession b) academic qualifications 4. The various stages of the product life cycle must already be reviewed and thought through at the opening of the hotel. 3 points a) Name the various stages of the product life cycle. Pay attention to the correct order írásbeli vizsga / május 20.

14 b) Characterise the first stage. Make two relevant statements. 5. The hotel s organic restaurant will be selling an organic wine of its own production and would like it to carry a trademark. 5 points a) Define the concept of the trademark. b) List the functions of the trademark. Primary function:... Secondary function:... c) Only two distribution channels can be taken into account with respect to the sales of the green-hotel s self-produced organic wine: the semi-wholesale channel and the direct-toretail channel. Explain what these mean. Semi-wholesale channel:.... Direct-to-retail channel:. írásbeli vizsga / május 20.

15 6. The green-hotel uses promotional/communicational tools as well. Place the tools listed below into the correct groups. 2 points a) Happy hours promotions b) New entrants manual c) Tasting d) Corporate identity manual Group of promotional/communicational tools Sales promotion Examples, tools PR tools 7. Which one is the odd one out? Underline and explain your answer. 3 points a) psychological price demand-oriented pricing season prices Explanation: b) automated sales home delivery wine shop (enoteca) Explanation: írásbeli vizsga / május 20.

16 c) reference group school, workplace group family, friends subculture/micro-culture Explanation: Decide whether the statements below are true or false. Underline the correct answer. If the answer is false, you have to explain your decision. No explanations are necessary in the case of true statements. 4 points a) One of the benefits of direct marketing is that we can select the customers, guests we can serve best and most efficiently. True / False Explanation:... b) Netiquette regulates mobile phone use habits. True / False Explanation:... c) Indicating one s position on a private business card is compulsory. True / False Explanation:... d) Personal sales is the ensemble of various, usually short-term incentive tools; the goal of which is to make customers and guests consume faster and more, and to take advantage of various services. True / False Explanation:... írásbeli vizsga / május 20.

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20 Topic Basics of Hospitality, Catering and Tourism Basics of Hotel Management Basics of Marketing Question number Maximum points Points scored Maximum points of topic Points scored in written examination 100 Points scored in topic Correcting teacher Date:... Vendéglátó-turizmus alapismeretek/ Basics of Hospitality, Catering and Tourism Szállodai alapismeretek / Basics of Hotel Management Marketing alapismeretek/ Basics of Marketing pontszáma egész számra kerekítve/ Points rounded to a whole number programba beírt egész pontszám / Points (whole number) entered into programme Correcting teacher/javító tanár Notary/jegyző Dátum/Date:... Dátum/Date:... írásbeli vizsga / május 20.