VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN

Transcription

1 ÉRETTSÉGI VIZSGA május 19. VENDÉGLÁTÁS- IDEGENFORGALOM ALAPISMERETEK ANGOL NYELVEN EMELT SZINTŰ ÍRÁSBELI VIZSGA május 19. 8:00 Az írásbeli vizsga időtartama: 180 perc Pótlapok száma Tisztázati Piszkozati EMBERI ERŐFORRÁSOK MINISZTÉRIUMA Vendéglátás-idegenforgalom alapismeretek angol nyelven emelt szint írásbeli vizsga 1411

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. You may use non-programmable calculators, compasses and rulers to solve the questions. 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 19.

3 Basics of Hospitality, Catering and Tourism As proposed by the United Nations World Tourism Organisation (UNWTO), the tourism sector has been annually celebrating the 27th of September as World Tourism Day since In connection with this, in 2011 MT Zrt., in the hope of creating a tradition, announced a large-scale guest-friendly promotion. This proved to be so successful that World Tourism Day has been celebrated in Hungary ever since. Hundreds of professional and industry partners nationwide (tourism service providers, various organisations, programme hosts as well as private individuals) lined up their creative ideas on how to provide special treatment to guests on this day. The objective was to draw the attention of the tourism industry and the Hungarian population to the necessity of hospitality, the need for the constant shaping of perspective and the significance of guest-friendly behaviour. By way of the promotion, the organisers wished to emphasise the significant and major role played by tourism in the Hungarian economy. (Source: Viewed on: ) 1. The following questions are related to the above article. 6 points a) Explain the economic significance of tourism. Make four relevant statements..... b) On the dotted line, write the name of the organisation/institution participating in tourism management that you recognise from the description. Its main task is to initiate and lobby for tourism-related laws in Parliament, and to enforce the aspects of tourism in legislation and the state budget. A marketing organisation, the primary task of which is to promote Hungary as a tourism location/destination. In connection with this responsibility, the organisation organises and supports campaigns and events, represents Hungary at fairs and exhibitions, and prepares tourism publications. c) Write a brief essay on what guest-friendly behaviour means to you. What must employees working tourism do in order for guests to be able to experience famous Hungarian hospitality? Make four relevant statements írásbeli vizsga / május 19.

4 On account of World Tourism Day, the Deputy State Secretary of the Ministry for National Economy responsible for tourism greeted the industry. In his opinion, 2013 will bring the greatest turnover of all time in tourism. According to the data of the Hungarian Central Statistical Office (HCSO-KSH), in the first seven months of the year, 4.8 million guests spent close to 12.5 million guest nights at Hungarian commercial accommodations. Compared to the same period last year, the number of guests increased by 6% from thousand people, while the number of guest nights increased by 5.3%. Revenues rose by 10.4% to HUF million. The SZÉP Card has clearly contributed to these outstanding results as since its introduction, the card has continuously promoted domestic tourism and stimulated the economy. The revenues of commercial accommodations from the SZÉP Card make up one fifth of their total domestic accommodation fee revenues. Currently, 866 thousand people hold SZÉP Cards, which they can use to pay at close to 50 thousand points of sale. (Source: Viewed on: ) 2. Solve the following questions related to the above article. 7 points a) Using the data in the above text, calculate the following indicators. The average stay of guests at Hungarian commercial accommodations in the first seven months of 2013 (round to one decimal place): The number of guests in the first seven months of 2013 (round to a whole number): The revenue of commercial accommodations for the same period of the previous year (2012) (round to a whole number): The number of guest nights in the first seven months of 2012 (round to two decimal places): b) What terms do the following abbreviations stand for? How are they related to tourism? Complete the table. Abbreviation Meaning Relationship with tourism NGM KSH (HCSO) SZÉP Card írásbeli vizsga / május 19.

5 In 2013, the central theme of World Tourism Day was the relationship of tourism and water. This year s motto is: Tourism & Water: Protecting our Common Future. The event highlights the fact that water is one of the most significant tools and resources of tourism. Millions travel every year to enjoy the services offered at waterside destinations. 3. Write 2 examples for each of the tourism features listed below (you may also write international examples). 2 points Sea:. Lake:. River:.. Spring:. On the occasion of the 2013 World Tourism Day, the Central Transdanubian Regional Marketing Directorate also joined the promotion of regional partners. They distributed promotional gifts (chocolates, balloons and mineral water) at the following locations: In Veszprém, at the free of charge guided tour organised by Tourinform Veszprém, In Komárom at Fort Monostor, during the quiz related to the exhibition Danube, ships, professions, In Tata, to those who completed the short test compiled by the staff of the Tourinform Office in connection with the Town of Lakes, In Székesfehérvár, during the free of charge morning guided tour organised by the Tourinform Office, and to guests entering the Árpád Bath. (Source: Viewed on: ) 4. On World Tourism Day, a 30-person group (28 high-school students, 1 teacher, 1 driver) will be arriving for a few days from your sister school in Subotica in Vojvodina. They booked their accommodations in Budapest, from where they will be making single centre tours. Your task is to organise a day-long excursion to the Central Transdanubian region. The bus excursion lasts from 07:00 to 22:00. You have selected Tata as the destination for the trip. The Tourinform Office has sent you the following offer: 8 points Excursion to Tata 7 30 Departure from Budapest Visit to the Tourinform Office in Tata, acquisition of information and informational publications Downtown walk; visit to the Bell Tower and the Water Mills. Followed by a short walk in the 'English Park (Esterházy summer house, Kazinczy memorial bench, Turkish mosque, the false ruins, Cseke Lake) Lunch at one of Tata s lovely restaurants Walk in Tata Castle, visit to the permanent exhibitions of the Kuny Domokos Museum Excursion to the Agostyán Arboretum (with own bus) Dinner at one of Tata s lovely restaurants Travel home. a) Define the meaning of active tourism within the system of concepts of international tourism.... írásbeli vizsga / május 19.

6 b) List the aspects to consider when assembling a tourism programme, and make four relevant statements c) Evaluate the programme of the Tata excursion based on the professional aspects of programme compilation. What did you consider good about the programme? Make two relevant statements... What errors have you discovered? Again, make two relevant statements A renowned restaurant from Tata has sent you its menu with its entire selection. Study the menu carefully. 8 points SOUPS HUF In cups Chilled fruit soup 500,- Broth with liver dumpling 500,- Mushroom soup 500,- Cream of broccoli soup 600,- In bowl Bean goulash soup 950,- Goulash soup 950,- STARTERS: Cold goose liver in grease, served with toast 2550,- Steak tartare with toast 2500,- Breaded-fried pig s brains 980,- FRESHLY-PREPARED PORK DISHES Breaded-fried pork cutlet 1180,- Batter-fried pork cutlet 980,- Bakonyi pork cutlet (fried pork cutlet with paprika-mushroom sauce) 1480,- Gypsy roast 1380,- Pork cutlet filled with pig s brains 1480,- Brassói pork with roasted potatoes 1550,- POULTRY Turkey breast Duchess-style (mushrooms, ewe-cheese, ham, in a potato coat) 1650,- Turkey breast strips with dill sauce 1450,- írásbeli vizsga / május 19.

7 Turkey breast with cream-mushroom sauce 1550,- Turkey breast filled with goose liver 2250,- RECOMMENDED BY OUR CHEF Fish platter for two (breaded-fried pike perch fillet, butterfish with steamed vegetables and grilled with cheese, pike perch fillet with potato coat, rice, duchess potatoes) Borzas pork cutlet with garlic sour cream, grated cheese and a side-dish selection 2180,- Venison roast with brown sauce and croquettes 3350,- Breaded-fried goose liver 3280,- TENDERLOIN DISHES Tenderloin steak with fried egg 3260,- Tenderloin strips in bull s blood (brown sauce, red wine, mushrooms, green peas, pork liver) 3680,- FISH DISHES Fish soup 1180,- Salmon steak with cream-mushroom tagliatelle 2550,- Catfish stew with dill-curd cheese dumplings 2250,- Roasted trout (30 dag) READY TO SERVE DISHES Pork stew 1150,- Beef stew 1550,- Tripe stew with pig s brains 1450,- VEGETARIAN DISHES Vegetarian platter (breaded-fried mushroom caps, breaded-fried cheese, steamed vegetables grilled with cheese) 1680,- Cream-mushroom tagliatelle 880,- Breaded-fried mushroom caps 880,- Breaded-fried cheese 980,- SIDE-DISHES French fries 400,- Roasted potatoes 400,- Croquettes 500,- Parsley Potatoes 400,- Salted potatoes 400,- Steamed rice 400,- Mushroom rice 400,- Rizi-bizi (rice and green peas) 400,- Dumplings 400,- Steamed vegetables 500,- SALADS, PICKLED VEGETABLES Cabbage salad 390,- Pickled cucumber 390,- Pickled pepper 390,- Tomato salad 420,- Cucumber salad 420,- Mixed salad 480,- Corn with mayonnaise 550,- Freshly mixed salad Bulgarian Shopska salad (onions, cucumber, tomatoes ewe-cheese) 690,- PASTAS Curd-cheese pasta with cracklings 1100,- Tagliatelle with cream-mushroom turkey ragout 1450,- Dumplings with egg 690,- DESSERTS Curd-cheese pastry with home-made jam 640,- írásbeli vizsga / május 19.

8 Pancakes: cocoa powder, jam, curd-cheese, walnut 360,- Gundel pancake 690,- Chestnut Puree 640,- a) Based on the menu, assemble a three-course lunch for the group. This should include a soup or starter, a main course, a side-dish, salad or pickles and dessert. Indicate the price of dishes selected as well. Soup or starter:.. Main course:.. Side-dish:... Salad or pickled vegetables:.. Dessert:. b) Explain your selection... írásbeli vizsga / május 19.

9 c) Calculate the total amount the 30-person group will have to pay for the meal if the restaurant gives a 25% discount off the price of the menu you have assembled. The accompanying teacher and the driver receive their meals free of charge. Everyone pays for their drinks individually. The total price of the menu for one person: The total price of the menu for the entire group: The discount price of the menu for the entire group: írásbeli vizsga / május 19.

10 6. The following questions relate to establishing the product range of hospitality. 6 points a) What influences the product range offered by a hospitality facility? List six aspects b) Fill in the missing sections of the following statements. The of range refers to how many dish categories the menu features (e.g. soups, starters, fish, poultry, etc.). The of range refers to how many different dishes a given dish category on the menu contains (e.g. 5 types of soup, 5 types of fish dish, etc.). Range refers to the quality of raw materials used to prepare the dishes (e.g. goose liver, chicken liver, pork liver, etc.). 7. In the case of hospitality enterprises, we distinguish between external and internal audits. Pair up the external audit-related audit goals with the competent authority. 3 points NÉBIH (National Food Chain Safety Office) NAV (National Tax and Customs Administration) NFH (Hungarian Authority for Consumer Protection) NMH (National Labour Office) receipt provision and control of excise products food safety risk assessment investigation of labour irregularities and infringements protection of non-smokers írásbeli vizsga / május 19.

11 Basics of Hotel Management On 27 September, the guests of Danubius hotels each received a letter of greeting from the chain s CEO, in which he wished them all Happy World Tourism Day and drew attention to the region s tourism attractions. In honour of WTD, Danubius offered guests a globetrotting cocktail" at certain hospitality facilities of its hotels as part of a Buy one, get one free promotion. At the Sofitel in Budapest, in relation to the theme of water, guests were challenged to test their senses. This was conducted by placing a bottle of free of charge mineral water in guest rooms. VIP guests were offered three different types of mineral water. (Source: Viewed on: ) 1. Define the following terms. 2 points Amenities: Gratis: VIP: Rack Rate: Choose an option from the lists below to correctly complete the sentences. Indicate your answer by underlining. 4 points... is one of the hotel s own, paying services, which means the hotel provides this service to guests without involving outside participants and charges guests for it. The procurement of theatre tickets, Pay-tv, The forwarding of messages, The safekeeping of luggage At the hotel, the guest can take advantage of and use the services booked and paid for in advance by submitting the... cardex card, credit card, voucher, traveller s cheque In case of payment by cheque, it is the task of... to verify whether the required funds are available at the bank. Journal, Sales, Accounting, the Cashier The rules pertaining to the issuing, forwarding, management and control of forms subject to strict accounting and other hotel data carriers are contained in the..., which is part of administrative regulations. Organisational and Operational Rules, Labour Code, internal audit regulations, documentation regulations írásbeli vizsga / május 19.

12 The task of the.. in the work area under his/her responsibility is to supervise and check the cleaning and technical status of guest rooms and common areas. Room s Division Manager, Directrice, chambermaid, Front Office Manager A(n)... is a right of first refusal/right of pre-emption that extends until a predetermined date. If no confirmation is received by this date, the order is considered null and void by both parties. option, ad-hoc order, sales pact, cooperation agreement During guest segmentation, hotels refer to guests who receive certain services or on occasion their entire stay free of charge as. tours, complimentary, corporate, direct After the guest has settled his/her account, returned the room key and departed, the staff of the Front Office resets the. calendar, charges, reservation system, room status On World Tourism Day, the staff of Novotel Danube offered home-made pastries and handed out gifts to tourists taking photos of the Parliament from the Buda side. The Silver Resort Hotel in Balatonfüred offered a 20% discount off the Rack Rate to all guests who spent the night at the hotel on 27 September. 3. The following questions are related to hotel pricing. 6 points a) List four aspects that influence hotel room rates..... b) On the dotted line, write the name of the price/rate that you recognise based on the description. : A company price that contractual corporate partners receive for pre-agreed conditions (such as guaranteed number of room nights)...: A price for individuals which usually includes several nights of accommodations, meals as well as other services. Its content cannot be altered..: A price that is always better than individual rates, which the customer receives if a pre-agreed number of people (e.g people) arrive together at the same time. írásbeli vizsga / május 19.

13 c) From the following, underline the items that ARE NOT/CANNOT BE included in the room rate paid by the guest. price of breakfast, net room rate, tourism tax, wage contribution, Danube-view surcharge, value-added tax, BBP insurance Hungary is particularly rich in thermal waters. Its thermal water reserve is significant on a world scale and unparalleled by European standards. The number of medicinal waters is also outstanding, as there are currently 217 such springs and wells registered in the country that are suitable for bathing. Medicinal baths and health resorts are major tourism players. 4. Complete the following sentences with the correct terms. 2 points Health resorts fall into the national economy sector Accommodation and food service activities, represented by the letter.., and more precisely, into the subsector Hotels and similar accommodations, represented by NACE (TEÁOR) number... Length of stay in this sub-sector is typically..., and guests are provided with comfortable, well-equipped guest rooms and larger Decide whether the statements below are true or false, and place an x in the appropriate column. Correct (make true) the false statements. No explanation is required in case of true statements. 5 points Statements True False 1. Caution is advised when constructing and establishing health resorts as resort sites must be located next to thermal or medicinal waters. Correction: 2. The provision of regular medical care is compulsory for health resorts as there are medical treatments in progress. Correction: 3. Due to the emphasised significance of the Health Department, the department head is at an equal managerial level as the General Manager. Correction: 4. Medical services are usually offered free of charge as health resorts are not allowed to charge for such services. Correction: írásbeli vizsga / május 19.

14 5. Health packages can consist of up to 21 days, and usually include an initial and a closing medical examination. Correction: Water is one of the most important resources of tourism, and as such, tourism must take on a leading role in promoting appropriate water management solutions. The World Tourism Organisation has also defined recommendations for tourists in order to promote and encourage environmentally-conscious behaviour. 6. Make recommendations for hotels on how to implement environmentally-conscious water consumption. Write two measures for each the following areas. 4 points Water saving:... Reduction of water pollution:.. 7. The washing of textiles in hotels considerably increases water consumption. List two examples for each of the following textile types. 4 points Bedding:.... Bathroom textiles:..... Restaurant textiles:.... Kitchen work uniforms and textiles:. 8. Group the activities listed below according to whether they are part of the core process or the auxiliary process of hotel activity. 3 points therapeutic exercises, flyer editing, labour-related tasks, serving breakfast, provision of guest parking spaces, room rental, maintenance, currency exchange, security, Elements of the core process Elements of the auxiliary process írásbeli vizsga / május 19.

15 Basics of Marketing 1. The organisation of World Tourism Day requires serious marketing efforts. Write the missing elements of the marketing process on the dotted lines. 1 point 1. Situation analysis Implementation 6. Supervision-control 2. Market-related information has great significance for both tourism and hospitality. 10 points a) Define the concept of market from a marketing aspect. b) List the three most important elements (components, basic categories) of the market. c) Complete the missing sections of the following definitions...: the combination/total of all possible sales of one product...: the amount sold of a given product on a given market within a certain period. Market share:... d) How do you calculate market share?.. e) Provide the definition for the following terms related to market participants. Consumer market: írásbeli vizsga / május 19.

16 Producer market: Retail market:... State market: Several programmes of World Tourism Day targeted different target groups. According to American economist Theodore Levitt ( ), who was a Professor at Harvard University: If you re not thinking segments, you are not thinking. Evaluate Professor Levitt s thought. Make four relevant statements in connection with segmentation and market segments. 4 points Several enterprises operating as franchise businesses took part in World Tourism Day events. Complete the missing sections of the following text. 3 points The assignment of name-use rights is a compulsory element of all franchise agreements. In almost all cases, the rights of use of a registered trademark (or perhaps even several trademarks) are transferred, and guarantees are provided that no.. parties/persons hold any rights that would hinder or prohibit this name use. A.. cannot be a subject of a franchise agreement, at most, only key words (which are usually registered trademarks) may be used. The reason for this is that its use cannot be transferred as that would cause confusion - neither partners, nor the authorities or consumers would know which company they are actually dealing with. írásbeli vizsga / május 19.

17 A franchise agreement cannot be used to deceive as a fast-food chain s own (central) units have the same basic characteristics and qualities as units established and operated as part of a franchise agreement. When we enter a restaurant, we usually do not pay attention to this duality. 5. What factors impact consumer price acceptance? List four points 6. On World Tourism Day, participating tourism enterprises surprised guests with gifts. The following questions are related to packaging. 4 points a) List two of the traditional/general functions of packaging... b) Why is packaging also called the silent salesman? Make two relevant statements. 7. One term (word) in each of the following definitions is incorrect. Make the corrections. 2 points The break-off point is the price-quantity combination where the profit of the company examined is exactly zero in both the short and the long-term; in other words, the only thing it is able to do with the revenues generated is cover the expenses arising during production. Correctly:.. When calculating the point mentioned above, in addition to varied costs arising during production, fixed costs must also be taken into account. Correctly:.. írásbeli vizsga / május 19.

18 8. A recent survey examined what thoughts small and medium-sized enterprises (SMEs) link to the concepts of advertising, PR, marketing research and market research. The results showed that for the majority of respondents, the concepts mentioned blur into one another, they are unable to distinguish their functions, they are unfamiliar with the tool-sets and have no idea what they could use them for. According to the survey, the majority of companies (85%) promote their companies in free of charge advertising brochures, while the second most popular tool is online presence, used by 63%. 4 points (Source: piackutatás.blog.hu, 9nyek+%C3%A9rt%C3%A9kel%C3%A9se, Viewed on: ) a) What is the difference between advertising and PR? Place the characteristics below into the correct column. indirect influence direct influence a tool of market tactics a tool of market strategy bilateral relationship fundamentally a unilateral relationship addresses potential consumers addresses all spheres of interest the joint representation of organisational and public interest is typical profit orientation is a typical characteristic Advertising PR b) The application of which online tools would you recommend for SMEs? List four possibilities. írásbeli vizsga / május 19.

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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 javító tanár/correcting teacher jegyző/notary Dátum/Date: Dátum/Date... írásbeli vizsga / május 19.