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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 Single Award Unit 1: Hospitality and the Customer [GSL11] GSL11 Hospitality *GSL11* 2010 THURSDAY 20 MAY, 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 5380 Marks 1 (a) Ethan is looking for a job in an American catering company. Write down three sources where Ethan could find information about an American catering company. 1. ____________________________________________________ [1] 2. ____________________________________________________ [1] 3. ____________________________________________________ [1] (b) Explain two ways an American catering company could communicate effectively with Ethan. 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 5380 2 Examiner Only Marks Remark 2 (a) Describe two types of service customers may expect to receive in relation to food. Examiner Only Marks Remark 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] (b) Write down three complimentary products which may be found in an en-suite bathroom. 1. ____________________________________________________ [1] 2. ____________________________________________________ [1] 3. ____________________________________________________ [1] 5380 3 [Turn over 3 (a) Explain two effects of poor customer care on an outlet. 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] (b) Explain two benefits of quality customer care for the employee. 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 5380 4 Examiner Only Marks Remark 4 (a) A new bed and breakfast has opened in a seaside town and the manager wants to present a positive image to the potential customers. Examiner Only Marks Remark Explain how a positive image could be promoted by each of the following in the dining room: (i) Appearance _____________________________________________________ _____________________________________________________ _____________________________________________________ __________________________________________________ [2] (ii) Hygiene _____________________________________________________ _____________________________________________________ _____________________________________________________ __________________________________________________ [2] (b) Write down two types of customer who may make a reservation with the bed and breakfast during a bank holiday weekend. 1. ____________________________________________________ [1] 2. ____________________________________________________ [1] 5380 5 [Turn over 5 Read the job advertisement below. Examiner Only Marks Corick House Hotel Clogher, Co. Tyrone Due to a busy season ahead we require the following: Full-TiME WaiTER/WaiTREss (for evening and weekend shifts, would suit a mature person, experience essential) PaRT-TiME WaiTER/WaiTREss (Over 16s, no experience necessary as full training will be given) PaRT-TiME HOusEkEEPERs/ ClEanERs (Morning and weekend shifts apply. Candidates must be flexible with hours) We are an equal opportunities employer PlEasE TElEPHOnE FOR inTERviEW On: 028 8554 8216 Corick House Hotel advertisement from The Courier and News, 24 September 2008 (a) Write down four duties that could be included in the job description for the post of full-time waiter/waitress. 1. _______________________________________________________ ______________________________________________________ [1] 2. _______________________________________________________ ______________________________________________________ [1] 3. _______________________________________________________ ______________________________________________________ [1] 4. _______________________________________________________ ______________________________________________________ [1] 5380 6 Remark (b) Identify the type of training which may take place in the Corick House Hotel. Examiner Only Marks Remark ______________________________________________________ [1] (c) Explain why candidates must be flexible with hours. _________________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 6 Kathryn and two of her friends are going away for the weekend to a hotel as a special treat. Kathryn uses a wheelchair. Explain three ways the hotel bedroom could be adapted to meet Kathryn s special needs. 1. __________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 2. __________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 3. __________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [2] 5380 7 [Turn over 7 Mr and Mrs Miller and their two children Jack aged 14 and Emma aged 8 have booked a cruise for their summer holiday. There are many products and services available on a cruise liner. (a) Explain three services the family could make use of during their holiday. 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 3. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] (b) Explain what is meant by a product. _________________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 5380 8 Examiner Only Marks Remark 8 (a) Write down the meaning of the phrase V.I.P. Examiner Only Marks Remark _________________________________________________________ ______________________________________________________ [1] (b) Explain two advantages of having a concierge available for guests in a hotel. 1. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 2. _______________________________________________________ _________________________________________________________ _________________________________________________________ ______________________________________________________ [2] 5380 9 [Turn over 9 Mrs Singh is a resident in Clavendon Residential Home. She is unhappy that her meals are often cold, unappetising and do not meet her cultural requirements. Her daughter Cheetna has visited the home to complain to the manager regarding the standard of food being served at mealtimes. Outline the steps the manager should take to resolve this complaint. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 5380 10 Examiner Only Marks Remark Examiner Only ____________________________________________________________ Marks Remark ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ _________________________________________________________ [9] 5380 11 [Turn over 10 Ryan has recently qualified as a chef and has been offered a choice of two jobs: 1. Assistant chef in 4 star hotel, 20 miles away Or 2. Cook in a local primary school, 5 miles away. Evaluate both jobs to help Ryan make his decision. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 5380 12 Examiner Only Marks Remark ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ________________________________________________________ [12] 5380 13 Examiner Only Marks Remark THis is THE EnD OF THE QuEsTiOn PaPER 5380 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. 5380/4

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