VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

Transcription

1 ÉRETTSÉGI VIZSGA május 23. VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN EMELT SZINTŰ ÍRÁSBELI VIZSGA május 23. 8:00 Az írásbeli vizsga időtartama: 180 perc Pótlapok száma Tisztázati Piszkozati EMBERI ERŐFORRÁSOK MINISZTÉRIUMA Vendéglátás-idegenforgalom alapismeretek angol nyelven emelt szint írásbeli vizsga 1311

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. Apart from calculators and writing equipment, no other aids (e.g. course book, manager calculators or PDAs, text-books, practice-books, programmable calculator, etc.). 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. Anyone caught using unauthorised aids may be expelled from the examination. 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 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. b) List four relevant tourism types. c) Define the following terms. Hospitality:.. Gastronomy:.... The autumn period heralds the arrival of the harvest balls, particularly the grape harvest, but this is also the time they pick and boil 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. írásbeli vizsga / május 23.

4 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. 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) onion peach pálinka plum pálinka sausage ground paprika aszú wine c) List two-two Hungarian dishes made using the following ingredients. cabbage fish.. 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.. if possible, as that is not good for any type of wine. The waiter presents the wine. He talks about the,, traditions,. 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. 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., first, followed by the.,, finishing with the.. Pouring is always done from behind the chair of the given person from the. side. 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. Quantity actually sold:.. Inventory result:. bottles Auxiliary calculation: b) Underline the correct answer. írásbeli vizsga / május 23.

6 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. Net purchase price: HUF 400 Profit margin: 50% VAT: 27% Price margin:.. Net sales price:.... VAT:.. Gross sales price:.... The (rounded) price to put on the price board is:.. Auxiliary calculation: 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 írásbeli vizsga / május 23.

7 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 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: 2. The consultant is an important position at travel enterprises. Larger companies have incoming, transit and outgoing travel consultants. Correctly: 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: 4. Products that have been produced/manufactured with natural processes, without any damaging effects (chemicals, pollutions) are called eco -products. Correctly: írásbeli vizsga / május 23.

8 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: 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: 7. Workplace dining satisfies the local population s auxiliary dietary needs during the day. Correctly: írásbeli vizsga / május 23.

9 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) b) c) d) 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.

10 a) What percentage of hotel units are four-star hotels? Auxiliary calculation: b) What was the number of bed-places in wellness-hotels in 2010? Auxiliary calculation: c) What percentage of total bed-places are found in boarding houses?. Auxiliary calculation: 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). b) Name four hotel entrances that cannot be found at rural accommodations. írásbeli vizsga / május 23.

11 c) List the type of elevators we can find in hotels. List four examples. 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 a) What does the abbreviation F&B stand for? b) Name four hospitality sales locations/facilities typical of quality hotels. 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. 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:..... írásbeli vizsga / május 23.

12 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 6. Complete the sections missing from the text below related to guest arrival. 3 points On arrival, it is the responsibility of the to ensure and provide the rooms ordered. He/she has the guests fill out the..., and verifies all data on it as well as the.. He/she then fills out the. - and encodes the.- He/she clarifies.. with the guest and communicates the most important information. 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: 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. írásbeli vizsga / május 23.

13 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. 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 írásbeli vizsga / május 23.

14 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 points a) Banner:.. b) Domain name:... c) Social community software: d) Netiquette:.... e) Spam: 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. írásbeli vizsga / május 23.

15 b) Characterise market players individually. Consumer:... Producer/manufacturer:... State:... c) Sum up the essence of market competition. d) Name the factors influencing market competition. írásbeli vizsga / május 23.

16 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 is 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. 3. Answer the following questions related to guest types. 4 points a) Name the Hippocratic types belonging to extraverted personalities Provide a brief description. b) Name the introverted types List their main characteristics. írásbeli vizsga / május 23.

17 4. What terms do the following definitions define? (2 x 1) 2 points : 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 decision-making.. strategy: the strategy which determines how the product reaches the consumer (e.g. traditional channel, direct-to retail channel). 5. Complete the missing sections of the following statements with the correct term/terms. 4 points The. is an inner picture that forms inside the head of the. about the company, brand or product. The two basic forms of business support known are: sponsorship and.. The main difference between the two is that in case of the former, the company expects..... in exchange. In the case of sponsorship, depending on the sponsored subject, we distinguish between sports,..... and..... sponsorship. The break-even point shows what quantity the company must sell of its product for revenues to cover all its..... At this point, the company's profits are... írásbeli vizsga / május 23.

18 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? 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. b) List six of its formal components c) List two components of content Which of the following does not belong with the others from a professional aspect? Underline, then briefly explain your answer. The solution cannot be awarded any points without an explanation 3 points a) prospectus flyer word-of-mouth propaganda newspaper advert catalogues Explanation:... írásbeli vizsga / május 23.

19 b) answers to telephone interview questions answers to questionnaire questions answers to online interview questions experiment data accounting and statistical data Explanation:..... c) press advertisement mail-order trade direct-mail infomercials Explanation: írásbeli vizsga / május 23.

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 23.