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UK GCSE 2010 : Hospitality - Vocational, Unit 1: Hospitality and the Customer

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Centre Number 71 Candidate Number General Certificate of Secondary Education 2009 Hospitality Unit 1: Hospitality and the Customer GSL11 Single Award [GSL11] THURSDAY 18 JUNE, MORNING TIME 1 hour. INSTRUCTIONS TO CANDIDATES Write your Centre Number and Candidate Number in the spaces provided at the top of this page. Write your answers in the spaces provided in this question paper. Answer all ten questions. INFORMATION FOR CANDIDATES The total mark for this paper is 75. Figures in brackets printed down the right-hand side of pages indicate the marks awarded to each question or part question. For Examiner s use only Question Number 1 2 3 4 5 6 7 8 9 10 Total Marks 4588 Marks 1 (a) Within the hospitality industry outlets can be divided into two sectors the catering services sector and the commercial sector. Complete the table below. Outlet Examiner Only Marks Sector Indian restaurant [1] Catering services Catering services School cafeteria [1] [1] [1] Commercial [1] (b) Explain the term bed and breakfast . _________________________________________________________ ______________________________________________________ [2] 2 Briege is looking for a job as an assistant restaurant manager with an international hotel group. Write down three sources where Briege could find information about international job opportunities. 1. _______________________________________________________ [1] 2. _______________________________________________________ [1] 3. _______________________________________________________ [1] 4588 2 Remark 3 (a) There are different services available to customers in the hospitality industry. Examiner Only Marks Remark (i) Describe four duties of the waiting staff in providing table service. 1. ___________________________________________________ _____________________________________________________ __________________________________________________ [2] 2. ___________________________________________________ _____________________________________________________ __________________________________________________ [2] 3. ___________________________________________________ _____________________________________________________ __________________________________________________ [2] 4. ___________________________________________________ _____________________________________________________ __________________________________________________ [2] (b) Write down two examples of external customers using a hotel restaurant. 1. ____________________________________________________ [1] 2. ____________________________________________________ [1] 4588 3 [Turn over 4 Presenting a positive image to the customers is very important in the hospitality industry. Explain four ways the image of the above reception area could be improved. 1. __________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 2. __________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 4588 4 Examiner Only Marks Remark Examiner Only 3. __________________________________________________________ Marks Remark ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 4. __________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 4588 5 [Turn over 5 The hospitality industry is linked with many other industries. Write down two examples of outlets providing hospitality services within each of the following industries. Industry Outlet 1. ____________________________________________ [1] Tourism 2. ____________________________________________ [1] 1. ____________________________________________ [1] Health 2. ____________________________________________ [1] 1. ____________________________________________ [1] Travel 2. ____________________________________________ [1] 4588 6 Examiner Only Marks Remark 6 (a) Explain two personal qualities a head housekeeper should have. Examiner Only Marks Remark 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] (b) Write down one duty of a Ma tre D. _________________________________________________________ ______________________________________________________ [1] 4588 7 [Turn over 7 (a) Write down one example of a job title in the food service area at the levels identified in the table below. Level Examiner Only Marks Job title Management _______________________________________________ Operative _______________________________________________ Supervisory _______________________________________________ [3] (b) Explain two advantages of a hotel providing room service for its guests. 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 4588 8 Remark 8 The Forest Grove Country Hotel profits have declined in recent years. Examiner Only Marks Remark Using the headings below discuss how improvements could be made to revitalise the business. Events ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] Food and Beverage ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] Marketing ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] Facilities ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 4588 9 [Turn over 9 Fast and effective technological communication methods are essential both to the hospitality industry and to its customers. Use examples to discuss how recent technological advances have improved communication within the hospitality industry. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 4588 10 Examiner Only Marks Remark Examiner Only ____________________________________________________________ Marks Remark ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [9] 4588 11 [Turn over 10 Mr and Mrs Jackson, aged 72, are taking a city break in Amsterdam and have booked themselves into the 3 star Clarendon Hotel on the outskirts of the city. At check-in they are informed the hotel has overbooked their room and have transferred them to the sister hotel, the 4 star Palace Hotel, in the centre of the city. Evaluate the decision of the hotel to move Mr and Mrs Jackson. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 4588 12 Examiner Only Marks Remark Examiner Only ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ________________________________________________________ [12] 4588 13 Marks Remark THIS IS THE END OF THE QUESTION PAPER 4588 14 Permission to reproduce all copyright material has been applied for. In some cases, efforts to contact copyright holders may have been unsuccessful and CCEA will be happy to rectify any omissions of acknowledgement in future if notified. T66065/4

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