VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

Transcription

1 Vendéglátás-idegenforgalom alapismeretek angol nyelven emelt szint 1311 ÉRETTSÉGI VIZSGA május 23. VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN EMELT SZINTŰ ÍRÁSBELI ÉRETTSÉGI VIZSGA JAVÍTÁSI-ÉRTÉKELÉSI ÚTMUTATÓ EMBERI ERŐFORRÁSOK MINISZTÉRIUMA

2 Important Information Answers provided in the correction-evaluation guide can only be awarded the points indicated. The indicated points can only be broken down further, if indicated. Resulting points may only be whole numbers. írásbeli vizsga / május 23.

3 Basics of Hospitality, Catering and Tourism In wine there is truth; in wine there is consolation or Don't put off till tomorrow, what you can eat today. These two sayings sum up the attitude of Hungarians to wine and gastronomy: we like traditional flavours, but gladly wander off to discover new tastes, fragrances and experiences. 1. Enotourism (wine tourism) and gastronomic (culinary) tourism are part of leisure tourism. 7 points a) Characterise leisure tourism. Make three relevant statements. (3 x 1) 3 points Travellers travel in their leisure time; their time off. They spend their discretionary income. Motivation is related to relaxation and spending leisure time. Statements with content identical to the above may be awarded 1 point each. b) List four relevant tourism types. (2 x 1) 2 points holiday, vacation cultural study, academic health Also acceptable: religious, sports, adventure, hobby, shopping, hiking, visiting, etc. Two correct solutions are worth 1 point each. No half points may be awarded. c) Define the following terms. (2 x 1) 2 points Hospitality: a unique commercial activity, within the framework of which the local population and the participants of tourism are provided food, drinks and various services. Gastronomy: a word derived from Ancient Greek; meaning gourmandism, the expert knowledge and sophisticated enjoyment of foods and drinks, the art of eating. Other meanings: culinary art, gourmand art; or in the broader sense: the art of setting the tables and serving dishes, the culture of dining, but includes everything related to eating. We are not looking for word-for-word answers for the 1 point each. írásbeli vizsga / május 23.

4 The autumn period heralds the arrival of the harvest balls, particularly the grape harvest, but this is also the time they pick and cook the plums to make jam, when they slaughter the first pigs, when pumpkins ripen, when they start cooking cabbage dishes and start brewing beers. Game and fish dishes as well as goulash are also on the menu to accompany the must, new wine, kékfrankos wine and pálinka. 2. Answer the following questions. 7 points a) List, in the general sense, the most important rules and aspects of compiling tourism programmes. Make two relevant statements. (2 x 1) 2 points group composition (age, gender, field of interest, etc.) must be taken into account the time-intensity of transportation must be taken into account Also acceptable: the duration of meals must be taken into account; leisure time must be ensured; programme should not be over-crammed with events; foreign tourists should be shown the sights, etc. Solutions that are correct in terms of content must be awarded the 1 point each. b) Several products and produce have been declared Hungaricums in the world of wines and gastronomy. In this spirit, complete the sections below. (e.g. Egri bikavér, Szabolcsi apple pálinka) (3 x 1) 3 points Makó Kecskeméti Szatmári / békési Csabai/gyulai Szegedi / kalocsai Tokaji onion peach pálinka plum pálinka sausage ground paprika aszú wine Two correct solutions are worth 1 point each. No half points may be awarded. c) List two-two Hungarian dishes made using the following ingredients. (2 x 1) 2 points cabbage stuffed cabbage, Székely cabbage, etc. fish fish soup, Rác-style carp Two correct solutions are worth 1 point each. No half points may be awarded. However, the centuries-old cellars and enchanting cellar villages hidden among the grape orchards offer more than just culinary pleasures to visitors; these wine regions located in the green and gold of nature make perfect destinations for memorable excursions. A harvest, a wine tasting or a cellar visit provide everlasting memories of flavour, fragrance and ambiance. írásbeli vizsga / május 23.

5 3. Complete the following sentences. 4 points The bottle, stored in the wine cellar on its side, should be taken to the site of consumption without shaking if possible, as that is not good for any type of wine. The waiter presents the wine. He talks about the wine regions/the vineyards/the type, traditions, technology/vintage as well as the unique characteristics of the given wine, while showing the label. He first pours a small amount in to the glass of the host/person ordering for tasting which the latter accepts or doesn t. During the sampling, the waiter discretely awaits permission. At the table, he must first serve the women/older persons first, followed by the men/younger persons, finishing with the host/person ordering. Pouring is always done from behind the chair of the given person from the right side. The above terms or their synonyms may be accepted. Two correct answers are worth 1 point. No half points may be awarded. (8 x 0.5) 4 points 4. A well-known wine bar sells bottled wines from famous wineries for take-away as well. The store manager would like to know the daily inventory of Egri leányka. We are aware of the following data: 8 points Name Egri leányka 0.7 l Opening inventory (bottles) Stock increase (bottles) Closing inventory (bottles) Quantity sold (bottles) Sales according to the cash register: 57 bottles a) Make the bar account for the quantities. (2 x 1) 2 points Quantity actually sold: = 60 Inventory result: = -3 bottles b) Underline the correct answer 1 point The inventory of quantities at the bar showed product loss / product surplus / equal quantities. c) Prepare the cost accounting for a bottle of Egri leányka, with the following data available. (5 x 1) 5 points Net purchase price: HUF 400 Profit margin: 50% VAT: 27% Price margin: 400 x 0.5 = HUF 200 Net sales price: = HUF 600 / 400 x 1.5 = HUF 600 VAT: 600 x 0.27 = HUF 162 Gross sales price: = HUF 762 / 600 x 1.27 = HUF 762 The (rounded) price to put on the price board is: HUF 760 Each correct solution is worth 1 point. No points are to be given in case of calculation errors. írásbeli vizsga / május 23.

6 There are 22 wine regions nation-wide awaiting wine-loving tourists; which vary from one another greatly in terms of size and location, as well as the characteristics of their wines. Two of our wine regions Tokaj-Hegyalja and Sopron, as part of Fertő-Neusiedlersee have also been inscribed on the UNESCO World Heritage List. 5. List six more wine regions apart from those listed above. 3 points Somló, Zala, Balaton-felvidék, Badacsony, Balatonfüred Csopak, Balatonboglár, Pannonhalma, Mór, Etyek Buda, Ászár Neszmély, Tolna, Szekszárd, Pécs, Villány, Hajós Baja, Kunság, Csongrád, Mátra, Eger, Bükk wine region The examinee can list any of the 20 remaining wine regions. Two correct solutions are worth 1 point each. No half points may be awarded. (6 x 0.5) 3 points A few years ago, an online poll showed that Hungary s favourite dish is the Újházi chicken soup. This was followed by the bean goulash soup, fish soup, stuffed cabbage, Brassói-style pork, and of course lecsó. There were no great surprises in terms of desserts either: of the more than 77 thousand respondents, most voted for the Floating island (madártej), the Somló sponge cake (somlói galuska) and the inevitable pancake. Based on the above, we might be led to believe that we Hungarians still think Hungarian gastronomy is made up of meat stews, goulash soup and schnitzel. Fortunately, however while still appreciating traditional culinary pleasures, we have more and more opportunities to experience something that is reassuringly old yet excitingly new at the same time: the creations of modern Hungarian cuisine. 6. Based on what aspects should the menu of a restaurant be created in order to comply with the requirements of healthy diets? Make four relevant statements. 4 points 1. Low calorie/low-energy dishes 2. Lots of vegetables, greens, salads, vegetable stews 3. Fresh, season-appropriate ingredients 4. Modern food preparation technologies, e.g. steaming, grilling (4 x 1) 4 points Other, professionally sound answers may also be accepted. Each correct solution may be given the 1 point, provided the answers are different in aspect. írásbeli vizsga / május 23.

7 7. Correct the erroneous statements below 7 points 1. Tourism attractions are the purposefully created institutions and service provision possibilities that ensure the conditions of stay for tourists. Correctly: This is the definition of tourism reception capacity. Tourism attractions are appeals that make the tourist travel to the given location. 2. The consultant is an important position at travel enterprises. Larger companies have incoming, transit and outgoing travel consultants. Correctly: The transit consultant position does not exist. 3. Among the compulsory formal components of VAT invoices are the date of issue, the invoice serial number as well as the issuer s tax ID number, name, address, telephone number and logo. Correctly: The telephone number and logo are not compulsory elements. 4. Products that have been produced/manufactured with natural processes, without any damaging effects (chemicals, pollutions) are called eco -products. Correctly: These are called organic products. 5. The travel bond of travel agencies is proportionate to profit, and provides coverage for indemnities arising from the non-performance of obligations towards passengers. Correctly: The travel bond is proportionate to sales revenue. 6. The objective of scripts is: to monitor adherence to the provisions and regulations issued, and to identify the persons responsible for non-performance and negligence. Correctly: This is the objective of audits. Scripts describe the planned progress of a given task or activity. 7. Workplace dining satisfies the local population s auxiliary dietary needs during the day. Correctly: Workplace dining represents the main meal for the day for those working there. (7 x 1) 7 points The corrections should be in line with those indicated above in terms of content. Each correct solution is worth 1 point. No half points may be awarded. írásbeli vizsga / május 23.

8 Basics of Hotel Management During wine and gastronomy-oriented travels, tourists often stay at rural accommodations. 1. Characterise rural accommodations by making four relevant statements. 4 points a) they are not located in towns or primary health resorts b) they are officially called rural accommodations in settlements with populations under 5000 persons c) the name can stand for an entire house, certain living quarters or even a single room d) they reflect folk architecture, and are usually typical village houses (4 x 1) 4 points Also acceptable: they are close to nature; communicate the village-country way of life; their services present local culture, agriculture, traditions, etc. Each correct solution is worth 1 point. 2. The table below contains HCSO (KSH) data regarding accommodations in Answer the following questions by calculating the required indicator. Write your auxiliary calculations in the space indicated. Round your results to whole number or in the case of percentages to one decimal place. (The table s last column shows the rate of the change in the number of bed-places compared to the 2010 base.) 3 points írásbeli vizsga / május 23.

9 a) What percentage of hotel units are four-star hotels? Auxiliary calculation: (224 : 993) x 100 = 22.6% b) What was the number of bed-places in wellness-hotels in 2010? Auxiliary calculation: : = bed-places c) What percentage of total bed-places is found in boarding houses? Auxiliary calculation: (34469 : ) x 100 = 10.1% The results shall be deemed correct only if they are identical to the above. Only these results may be accepted, however, the method of calculation may be different. Each correct result may be awarded 1 point. The above table, which serves as the data source ( contains erroneous data, therefore, the solutions also acceptable are: a) (224:1044)x100=21.5% c) (34469:364994)x100=9.4% 3. Guests at hotels receive better quality service than at rural accommodations. 6 points a) List ten types of fixtures, furniture and equipment found in hotel guest rooms (bedrooms). 2 points beds, wardrobes, tables, chairs, armchairs, luggage holder, mini-bar, TV, textiles, lighting, lamps, telephone, decoration All other correct types of fixtures, furniture and equipment may also be accepted. Fixtures, furniture and equipment of the bathroom should not be accepted. Ten correctly listed items are worth 2 points and at least five listed items 1 point. b) Name four hotel entrances that cannot be found at rural accommodations. (2 x 1) 2 points guest group entrance, luggage entrance, goods reception entrance, staff entrance Also acceptable: pool entrance, restaurant entrance, conference hall entrance and entrance to other services. Two correct solutions are worth 1 point. c) List the type of elevators we can find in hotels. List four examples. (2 x 1) 2 points guest (passenger) elevator, freight elevator, service elevator, luggage elevator, etc. Also acceptable: dumbwaiter, disability elevator, room service elevator. Two correct solutions are worth 1 point each. Large hotels are glad to take part in wine and gastronomy events. The organisation of such events places most burdens on the F&B division. 4. Answer the following questions. 3 points írásbeli vizsga / május 23.

10 a) What does the abbreviation F&B stand for? (1 point) Food and Beverages b) Name four hospitality sales locations/facilities typical of quality hotels. (1 point) restaurant, breakfast area, lobby bar, confectioner Also acceptable: night-bar, coffee house, drink-bar, fine dining, pub, and any other quality hospitality facility. c) List four areas that are essential to the operation of the F&B and are part of the background-area that is not visible to guests. (1 point) goods corridor, freight corridor, goods reception area, storage, preparatory areas Also acceptable: kitchens, serving areas, chef s cabin, perhaps offices. 1 point each can be awarded for sub-questions a), b) and c) alike, provided the examinee has provided the required number of answers. No half points may be awarded. 5. The following questions are related to the organisational structure of hotels. 3 points F&B Manager Restaurant manager waiter, bar-tender Chef de cuisine (chef) cook, patissier (pastry cook) Housekeeper chambermaid, boy a) Find the error in the above diagram. The diagram is incorrect because: Housekeeper, chambermaid and boy are not jobs of the hotel s Food & Beverage department or jobs under the F&B Manager. Answers that are similar in terms of content may be awarded the 1 point. b) Of the positions listed below, select (underline) which jobs can replace the incorrect ones in the diagram so that the interdependence relations become correct. Head of Security, Banquet Manager, Sales Manager, Human Resource Manager, Roomservice Manager 1 point each can be awarded for underlining the two correct jobs. írásbeli vizsga / május 23.

11 6. Complete the sections missing from the text below related to guest arrival. 3 points On arrival, it is the responsibility of the receptionist to ensure and provide the rooms ordered. He/she has the guests fill out the registration sheet/cardex and verifies all data on it as well as the signature. He/she then fills out the key card holder and encodes the key card. He/she clarifies method of payment with the guest and communicates the most important information. Each professionally sound term filled in can be given 0.5 points, even if different from those shown above. The total score for the question should be provided as a whole number, rounded down. (6 x 0.5) 3 points 7. In top-level hotels, guests are sent electronic questionnaires after departure, in which the hotel requests their opinions on their stay. After their stay, a couple provided the following feedback: (1 + 4) 5 points While we had a wonderful time at your four-star establishment, we were far from satisfied with the cleaning of the room. On two of the four days of our stay, the chambermaid did not show up at all, and our waste basket was not emptied at all, not even once. By the third day, it was smelling very unpleasant... As the hotel s Guest Relation associate, you (Mónika Váradi) has to respond to these observations. Write a brief reply (business letter), where you take into account the principles of handling complaints. When evaluating the examinee s solution, the correcting teacher should take the following into account: The formal components of business letters (salutation/greeting, signature, date) 1 point Requirements of content: 4 points courtesy formulas thanking the complaint apologising promising to look into the matter and correct the errors/improve the service justifying the problem by citing a certain reason promise some sort of compensation at their next visit Each correct statement from the above is worth 1 point, with a total of 4 points to be awarded. Writing a long letter is not a requirement, therefore, unnecessary; filler sentences should not be awarded any points. Nice, beautiful natural environment is a basic requirement in many fields of tourism. Quality hotels can do a lot to protect and preserve the environment. The introduction of environmental protection and cost-efficiency measures may incur considerable expenses. írásbeli vizsga / május 23.

12 8. In brief (with at least three relevant statements), explain how the introduction and impacts of cost-efficiency measures influence the financial management and profits of the hotel 3 points The measures introduced may increase costs and expenditures in the short-term. They primarily result in the drop of energy costs (electrical and heating energy, sewer system, water utility fees). Energy costs are part of general costs; therefore this impacts the gross operating profit (GOP). In the long-term, cost-efficiency allows for the increase of profits. Taking environmental protection measures could generate confidence and trust in potential guests as well as the public (PR), which could lead to an increase in turnover, resulting in revenue increase. Each relevant statement is worth 1 point, with a total of 3 points to be awarded. Basics of Marketing 1. Many companies and wineries have launched online campaigns in the interest of developing wine tourism. Define the following terms which are all related to online marketing. (5 x 1) 5 points a) Banner: A web banner is a stationary or moving strip of advertisement found on websites. The band or strip showing the advert contains a hyperlink to the advertiser s website; i.e. by clicking the banner, we can access the advertiser s website. / Stationary or moving advertising strips / Banner-ads. b) Domain name: A unique name which identifies an internet domain, realm. In all cases, domain names are made up of two or more sections, which are separated by full stop (dot). c) Social community software: In social media networks and community systems, links connect users, who can set up and determine their identities on their user page/profile. d) Netiquette: Netiquette is a compound word of English origin, made up of the words network and etiquette. It is the primary social and moral code of internet users. e) Spam: Spam is an unsolicited electronic message sent to a high number of addresses, usually containing advertisements. Each correct answer is worth 1 point. Answers similar to the above in terms of content may also be accepted. írásbeli vizsga / május 23.

13 2. The success of campaigns launched to promote wine tourism depends on a multitude of market conditions. The following questions are related to this topic. 6 points a) Define who we call market players. 1 point Market players are all persons, organisations and groups that, through their production, manufacturing or consumption activities, directly influence market processes and can be considered units (consumers, companies, institutions, budgetary institutions, etc.) with regard to market events. b) Characterise market players individually. (3 x 1) 3 points Consumer: the primary player (person, family, group or organisation of people) of the market, who (which) procures goods and services with the purpose of final consumption. Producer/manufacturer: the company or enterprise which enters the market with a range of goods and services. This is its primary function, but on a related (subordinate) note is a purchaser of production factors: materials, machinery, labour force (derived demand). State: in modern market economies, the state is a third market player besides consumers and producers/manufacturers. Its active presence lends certain regularity to spontaneous market processes. c) Sum up the essence of market competition. 1 point The fundamental driver of the market is the competition between market players, which plays a decisive role in the harmonisation process of demand and supply. Competing with each other, market players attempt to enforce their own objectives by taking advantage of and utilising the opportunities provided by demand and supply. d) Name the factors influencing market competition. 1 point The nature of market competition may vary, depending on how the size, dominance and economic weight of market players relate to each other. In this approach, the broad range of cross-overs, the actual market, lies between two extremes: the perfectly competing market and the monopoly market. The correct answers only have to match the above solutions in terms of content. Guests and employees of various personality types participate and work at the campaigns promoting wine tourism as well as the wine festivals. The opinions on the services as well as the performance of work are considerably influenced by the personality traits of guests and workers. According to Greek physician Hippocrates ( BC), there are four basic personality types. Swiss psychotherapist Carl Gustav Jung ( ), divided personalities into two groups: he distinguished between extraverted and introverted personalities. írásbeli vizsga / május 23.

14 3. Answer the following questions related to guest types. 4 points a) Name the Hippocratic types belonging to extraverted personalities. (2 x 1) 2 points sanguine choleric Provide a brief description. Extroverts utilise their energies outwards, by placing emphasis on activities or people. Their goal is to change the world. Their emotions develop quickly. The emotions of the sanguine types are not long-term, however, those of the choleric types are. b) Name the introverted types. (2 x 1) 2 points melancholic phlegmatic List their main characteristics. Introverts utilise their energies inwards, by placing emphasis on thinking and reflection. In contrast with extraverts, their goal is to understand the world. Their emotions develop slowly. The emotions of the melancholic types are long-term; however, those of the phlegmatic types are not. One point each can be awarded for two personality types, and one point each for their respective characterisation. No point can be given if the examinee only describes one personality type. Other correct solutions may also be accepted in the case of explanations, characterisations. 4. What terms do the following definitions define? (2 x 1) 2 points Franchise: a dynamically developing, network building entrepreneurial form; the leasing of know-how; the contract-governed handover of accumulated knowledge, experience and procedures to another organisation of similar profile. Is characterised by centralised decisionmaking. Distribution strategy: the strategy which determines how the product reaches the consumer (e.g. traditional channel, direct-to retail channel). Both correct solutions are worth 1 point each. írásbeli vizsga / május 23.

15 5. Complete the missing sections of the following statements with the correct term/terms. 4 points The image is an inner picture that forms inside the head of the buyer/guest about the company, brand or product. The two basic forms of business support known are: sponsorship and grants/ patronage. The main difference between the two is that in case of the former, the company expects offset/money/fees/advertising in exchange. In the case of sponsorship, depending on the sponsored subject, we distinguish between sports, cultural and social sponsorship. The break-even point shows what quantity the company must sell of its product for revenues to cover all its costs. At this point, the company's profits are zero. Two correct solutions are worth 1 point each. Synonyms may also be accepted. No half points may be awarded. (8 x 0.5) 4 points 6. Many hospitality enterprises and wineries participate in the campaign promoting wine tourism. One of the keys to their success is establishing a Corporate Identity. 6 points a) What term does the following definition define? 1 point A document containing the basic principles of form and content of the company s appearance, its rules and aspects of communication, as well as the regulations and provisions regarding the use of formal components and design. Corporate Identity Manual b) List six of its formal components. 3 points 1. company logo, font type, colours 2. trademark 3. office paper supplies (stationary, business cards, press material, etc.) 4. publications, product catalogues 5. advertising material 6. Stands/booths at fairs/exhibitions Also acceptable: PR-activity, packaging, uniforms, network communication, etc. Two correct solutions are worth 1 point each. In the case of fractions, the correcting teacher should round down. c) List two components of content. 2 points 1. Company philosophy: Mission, vision, behavioural code 2. Self-image Also acceptable: organisational structure, organisational culture. Both correct listings are worth 1 point each. írásbeli vizsga / május 23.

16 7. Which of the following does not belong with the others from a professional aspect? Underline, and then briefly explain your answer. The solution cannot be awarded any points without an explanation. (3 x 1) 3 points a) prospectus flyer word-of-mouth propaganda newspaper advert catalogues Explanation: Word-of-mouth propaganda is not a print media advertising tool. b) answers to telephone interview questions answers to questionnaire questions answers to online interview questions experiment data accounting and statistical data Explanation: Accounting and statistical data are secondary information sources, while the others are primary sources. c) press advertisement mail-order trade direct-mail infomercials Explanation: Press advertisements are not direct marketing tools. 1 point each can be awarded for sub-questions a), b) and c). The examinee may be awarded the points if he/she provides answers that are different, but deemed acceptable by the correcting teacher. írásbeli vizsga / május 23.