Answers to Just Checking questions - Pearson Education · PDF fileAnswers to Just Checking questions ... housekeeping manager, ... housekeeping staff and reception staff. 6. List three

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BTEC’s own resources

Answers to Just Checking questions

Exploring the hospitality industry (Units 1 & 2)

1. Explain what is meant by the term ‘the commercial sector’.

The commercial sector includes all hospitality and catering businesses that make most of their money from the sale of food and drink and/or accommodation.

2. Give examples of two settings in the commercial sector.

Business such as hotels, restaurants and fast-food outlets, and pubs and bars fall into this category.

3. List the different types of business that make up the hospitality sector.

Learners could mention: hotels; restaurants; pubs, bars and nightclubs; hospitality services (e.g. catering in prisons, schools, or staff canteens); membership clubs (e.g. professional associations, sporting clubs); or events organisation (e.g. music events, meetings, conferences).

4. What type of staff work in a hotel?

The number of staff will depend on the size of the hotel; for example, a small hotel will have only a few staff whereas the Bellagio Hotel in Las Vegas employs over 9000 people. However, all hotels are likely to employ managers, supervisors, craft staff and operative (or operational) staff.

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BTEC Level 2 First Hospitality Student Book

5. What are some of the job roles these staff might have?

Managers are in charge of running and managing a hotel or a hotel department (e.g. a large hotel may have a restaurant manager, a housekeeping manager, a front of house manager etc.). Managers prepare staff rotas, carry out staff training, help set budgets, monitor spending, ensure wages are paid, ensure procedures are followed, make sure the business complies with all relevant legislation, make sure supervisors are doing their jobs, ensure goods are ordered on time, and set and monitor standards.

Supervisors report to their departmental manager. A supervisor may need to: make sure staff are dressed appropriately; ensure customer needs are met; process customers’ bills; receive orders and deliveries; ensure work procedures are followed; supervise craft and operative staff; deal with customer complaints; pass on orders from managers.

Craft staff have trained to acquire specific practical skills. Craft staff include chefs, cooks, and specialists in food and drink service (e.g. cocktail waiters).

Operative staff carry out the day-to-day tasks that ensure the business runs smoothly. A hotel is likely to employ bar staff, waiting staff, housekeeping staff and reception staff.

6. List three qualities that people need to have when working in the hospitality industry.

For example: punctuality, honesty, confidence, an outgoing nature, efficiency etc.

7. Explain why teamwork is important in the hospitality industry.

Teamwork is essential because, in most hospitality organisations, there is far too much work for one person to do. For instance, one chef could not cook all the food needed in a large restaurant, and one room attendant could not clean all the rooms in a hotel. Therefore, you will need to work with other people to ensure that you provide the best service possible to your customers.

8. Explain why personal appearance is so important,

Your appearance will affect customers’ opinions of you personally and also of the business you work for. For example, if the staff in a hospitality organisation are scruffy, or wearing dirty clothes, customers are likely to assume that the business is disorganised. In some circumstances, your personal presentation also has a health and safety role; for example, a chef must wear a clean uniform and keep their hair covered, to avoid contamination of the food they are preparing.

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9. Explain the role of staffi ng agencies.

Staffi ng agencies have skilled staff that they can call on at short notice; these staff are loaned out to hospitality businesses for an agreed time and cost, usually if the business needs extra staff for a large function, or because staff members are off sick.

10. List three other industries that support the hospitality industry.

For example: fi nancial services, communications services, delivery services, waste disposal services etc.

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Customer service in hospitality (Units 3 & 4)1. Define customer service.

The Institute of Customer Service defines customer service as: ‘The sum total of what an organisation does to meet customer expectations and produce customer satisfaction’.

2. Who are the internal customers in a hospitality organisation?

The internal customers are the staff who work for the organisation or company.

3. List four benefits to a hospitality organisation of providing good customer service.

For example: customers will return, customers will spend more, customers will recommend the business to friends and colleagues, it will cost less to attract new customers, staff retention will improve etc.

4. Explain why hospitality organisations categorise their customers into market segments.

This helps the organisation to identify and understand customers’ individual needs.

5. List six words that describe consistent and reliable customer service.

For example: attentive, timely, efficient, helpful, trustworthy, dependable, responsible, constant, enduring etc.

6. Name three ways of collecting customer service feedback,

For example: questionnaires, surveys, comment cards, complaints, forums, focus groups, questioning, mystery shopping, observation etc.

7. Give three reasons why it is important to gain customer feedback.

For example: to find out what the customer likes and dislikes, to find out what the business is doing well or badly, to find out if the business is meeting customer expectations etc.

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8. What is an open question? Give an example of an open question you may ask a customer who is making a booking at a hotel.

An open question usually starts with what, why or how, ensuring the customer will give more than a simple ‘yes’ or ‘no’ answer. Examples could include, ‘Why are you coming to the area? Is there anything we can help you with? What is the reason for your stay?’ etc.

9. Describe the process you would follow if a customer complained to you about a meal they had just eaten in the restaurant.

Answers will be individual to the learner, but may follow this pattern.

• Acknowledge the customer immediately and say that you are sorry that they are unhappy with the service they have received.

• Listen carefully to their complaint without interrupting. You must let the customer fi nish what they are saying, otherwise you may stop them from fully explaining what is wrong.

• Summarise the complaint by repeating back its main points to the customer. In this way, you can make sure there is no misunderstanding about the nature of the complaint.

• Explain what action will be taken, and how quickly.

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Planning and running a hospitality event (Unit 5)1. List four things you must consider when choosing a venue for an event.

For example: How much does it cost to hire? Is it convenient and easy for guests to get to? Is there enough parking for all guests? Does the venue cater for people with special needs (e.g. ramps or wide doors for wheelchair users)? Are there facilities for storing, preparing and cooking food, if necessary?

2. What is a contingency plan?

A plan devised for a specific situation when things could go wrong (e.g. what you will do if it rains on the day when you’ve planned an outdoor event such as a barbecue).

3. Why is it important to set objectives for your event?

Objectives state what you intend to achieve and how success will be measured, and set a timescale for the event. It is important to have clear objectives so that everyone knows what they are trying to do and can work together to achieve their aims. Clear objectives will also allow you to identify your customers’ needs and make sure that these needs are met.

4. Identify three risks of holding a summer barbecue for a group of college students.

For example:

• The weather could be unsuitable for a barbecue (e.g. raining heavily).

• Students may try to smuggle alcohol into the event, and you will then have to deal with problems of underage drinking.

• If food is not cooked properly, people may get food poisoning.

5. What does AIDA stand for?

Attention, Interest, Desire, Action

6. Identify three ways of promoting your event.

For example: put an advert in the local paper; design posters to put up around your school or college; post flyers through the letterboxes of houses in your neighbourhood; advertise on local radio; put adverts or notices on the local council website etc.

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7. What is mise-en-place?

The phrase ‘mise-en-place’ literally means ‘putting in place’. The term is used in the hospitality and catering industry to describe the preparation of refreshment areas for service. Mise-en-place involves making a plan for event staff to show where they will be working, going over the menu with staff, ensuring that all the necessary equipment is available, and checking that all glasses, crockery and cutlery are clean.

8. Identify three ways of reviewing your event.

You could ask for feedback from your team, your tutor, or your customers or guests. This feedback could be informal (e.g. a quick chat with your tutor or with one of your guests) or formal (e.g. using questionnaires, comment cards or telephone surveys).

You can assess the success of your event by looking at:• customer expectations: Were your customers satisfi ed? What did

they feel you had done well or badly?

• objectives: Did you meet the objectives you set yourself while planning your event?

• budget: Did you make or lose money? If you were trying to raise money for a charity, did you meet your fundraising target? If not, why might this be?

• your original plans: Were you too ambitious? Did you achieve what you had hoped to achieve? Did all members of the team work together effectively?

9. Name two ways you can show you participated effectively in the planning, organisation and running of your event.

For example: written documentation, describing what you did; witness statements and observation sheets from your tutor or team members, showing that you were involved in all stages of the event.

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Healthier food and special diets (Unit 6)1. Give six benefits of taking exercise.

For example: keeps bones healthy; relieves stress; boosts energy; enhances mood; prevents weight gain; tones muscles etc.

2. What are the five food groups?

Bread, cereal and potatoes

Fruit and vegetables

Meat, fish and alternatives

Dairy foods

High fat and high sugar foods

3. How many portions of fruit and vegetables should be eaten daily? Give two examples of a portion.

Five portions daily

Example portions include: three apricots; one medium-sized glass of fruit juice; etc.

4. Give three reasons not to drink alcohol.

For example: it can damage your liver; it may make you behave badly; it can contribute to weight gain, etc.

5. Explain five healthy cooking methods and find two recipes using each method.

For example: steaming, baking, stir-frying, grilling, poaching etc.

Any suitable recipes which use the cooking methods chosen.

6. What is essential to life but not a nutrient?

Water.

7. What should be the maximum amount of salt intake daily for an adult?

6g per day

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8. What should be features of a children’s healthy menu?

Body-building foods such as calcium and vitamin D.

Small meals eaten regularly to keep blood sugar levels steady.

Avoid processed foods, especially those containing lots of additives or colourings.

Use fresh foods.

9. Why are teenagers special in terms of their dietary needs?

Teenagers go through a signifi cant growth spurt during puberty, as their hormones kick in and their bodies develop towards adulthood so it is important that they eat healthily.

10. Give ways in which the hospitality industry can contribute to healthy lifestyles.

For example: using healthy cooking methods; using healthy ingredients; using low fat or low calorie alternatives; trimming fat from meat; etc.

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Applying workplace skills (Unit 7)1. Why are first impressions so important?

A customer’s opinion of you and of the organisation you work for will be formed within a few moments of meeting you, and you will not get a second chance to make a first impression.

2. Name the categories of customers.

Existing or new, internal or external.

3. List four personal attributes, explaining why they are important to employers.

For example:

• Patience, tact and diplomacy are useful when dealing with complaints.

• Being a team player is essential, as most job roles require you to work with others.

• Honesty is vital, as your employer needs to be able to rely on you to be honest and trustworthy.

• Initiative will allow you to solve problems on your own, without relying on other people for help.

4. How should you prepare for an interview?

Answers could cover the following points:

– Company knowledge: make sure you understand the company’s business so you can respond to questions using relevant, company-related answers.

– Knowledge of the job role: make sure you can relate your knowledge and skills to the job role.

– Dress code: make sure you know what you are going to wear for the interview, so that it is suitable and clean. Make sure you leave time on the day of the interview to get ready, wash, do your hair etc.

– Think about some questions you want to ask, but don’t start with questions about pay or holiday.

5. List three sources of job information, explaining the suitability of each source.

See table on page 209: Suitability of different sources of information

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6. List the three main hospitality-related industries and, for each, give two examples of businesses which fall into these categories.

For example:• Retail: Marks and Spencer, Debenhams, Gap, New Look, Next etc.

• Sport and leisure: Fitness First, David Lloyd, Cannons etc.

• Travel and tourism: travel agents such as Thomas Cook, Thomson, First Choice, STA Travel etc.

• Holidays: airlines such as Ryanair, easyJet etc.; ferry companies such as P&O Ferries, Norfolk Line etc.

7. What are employability skills?

Vocational skills, personal skills, qualifi cations, courses, training, experience etc.

8. Why is it important for you to be able to match your own skills with the required employability skills?

To see if you have the right skills for the job, and to identify areas or skills you need to develop.

9. What are the benefi ts of having a personal development plan?

It will help you to set deadlines for your personal development, which will help you to progress through your career.

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Prepare, cook and finish food (Unit 8)1.List the main reasons for choosing a supplier.

A catering business’s choice of supplier will depend on:

• what is being bought

• the size of the catering business and the amount of food being purchased (for example, a large business, buying in bulk, will be able to buy foods more cheaply from a wholesaler)

• the type of food being purchased (for example, a small restaurant that aims to sell only local, organic produce will aim to use small local suppliers)

• whether the supplier can provide products when the caterer needs them

• the trading reputation of the supplier

• whether the supplier uses the correct storage and delivery procedures.

2. Why is food dangerous when it starts to go off?

If food is kept for too long (e.g. beyond its ‘Use by’ date), or is not kept properly (e.g. not kept cool enough in the fridge), bacteria will grow and multiply to dangerous levels. This may lead to food poisoning.

3. Name the business documents used in the purchasing cycle.• Internal requisition: a document completed by a chef or kitchen staff

to obtain food from the stores.

• Purchase order: a document sent to a supplier to order goods and services. It shows how much of each item is needed and the required delivery date.

• Delivery note: a document sent by a supplier to show what is being delivered and the amount of each item being supplied. This should match the purchase order.

• Returns note: a note sent by a customer when returning goods to a supplier because they are faulty, or poor quality, or had not been ordered.

• Credit note: a note given to cover the value of returned or missing goods. The customer will not be charged for these goods. Credit notes are printed in red so that they stand out.

• Invoice: a bill for goods received

• Statement of account: a document prepared each month by a supplier, showing items bought and money owed by the customer.

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4. List six items of equipment that can help with portion control.

For example:

• Moulds (used to give shape to pates, terrines, jellies etc.)

• Individual ovenproof dishes, each holding one portion

• Plates or dishes that hold only a certain amount of food (e.g. a small bowl for a side order of chips)

• Special serving implements (e.g. scoops for mashed potato or ice cream, ladles for soup etc.)

• Scales (so you can weigh cuts of meat before cooking etc.)

• Measures for drinks, so that a glass of wine (for example) is always the same size

5. List the techniques used in the kitchen for food preparation.

Peeling, chopping, dicing, grating, creaming, rubbing, folding, beating, stirring, mixing, seasoning, etc.

6. What happens when food is overcooked?

Overcooking can affect the colour, texture and taste of foods; for example, vegetables will often become soft and mushy if overcooked, while meat is likely to become tough and dry.

7. List the main cooking methods.

Boiling, simmering, steaming, poaching, grilling, frying, roasting, baking, stewing or microwaving.

8. What is the reason for using seasonings in cooking?

Seasonings are used to improve or bring out the fl avour of foods.

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9. List some rules for the good presentation of food.

For example:

• All food must look clean and fresh

• Serving dishes and equipment should complement the food. For example, highly colourful plates may distract the customer from the food.

• All food must be served at the right temperature; hot food must be served above 63°C and cold food must be served below 8°C.

• Plates must be the right size for the meal; an overcrowded plate will look as though it was prepared carelessly and food could spill onto tablecloths or clothing.

• Garnishes can be used to make the finished dish appear more appetising.

10. How should chefs clean their work areas at the end of a shift?

– All kitchen tables and preparation areas should be wiped down with clean cloths, hot soapy water and sanitiser.

– Cutlery must be put away neatly. All items should be dry and clean from waste food, and they should be stored correctly (e.g. implements with sharp ends or blades should be stored so that they do not cause someone an injury as they open the cutlery drawer).

– Crockery must be checked for chips or cracks. Stored crockery should not be stacked too high on shelves or in cupboards.

– Glasses should be washed and put away carefully. They should be dried and polished before storage, to avoid smears or water marks.

11. How should food wasted be correctly stored in a kitchen?

Food waste should be placed in containers with lids. Foot-operated bins are best, as they reduce the risk of hands being contaminated by bacteria in the waste or on the lid. Bins should be emptied on a regular basis so that waste food does not attract pests and vermin, and so that harmful bacteria do not build up to a dangerous level.

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Contemporary world food (Unit 9)1. What is a contemporary world food dish?

A contemporary world food dish is a dish that originated in one country but which is made with a modern twist or modifi cation in other countries around the world.

2. What factors infl uence the availability of ingredients?

For example: seasonal availability of different ingredients, changes in the price of different ingredients, costs or practicalities of transportation etc.

3. What regional variations are there in Indian cuisine?

Indian foods vary between different regions in terms of the taste (more spicy or more sweet), the amount of liquid used, the type of meat used, and the prevalence of meat-based or vegetarian dishes.

4. In which country are bamboo steamers often used?

China

5. Can you name a country where pasta is the staple food?

Italy

6. Why is it important to review your own dishes?

Reviewing your work allows you to improve your cooking skills and modify your recipes or cooking techniques to improve the quality of each fi nished dish.

7. What are sensory qualities?

Taste, texture, aroma and appearance.

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Serving food and drink (Units 11 & 12)1. List the important points that must be observed to maintain personal freshness and good presentation when working in a food and drink outlet.

For example: have fresh breath, keep your hands clean and your nails short; do not wear nail varnish; wear only a hint of perfume or aftershave.

2. What important points should you remember when greeting customers?

For example: say good morning/afternoon/evening; greet them at the door; address customers by their names if you know them.

3. How should spillages and breakages be dealt with in a food service outlet?

They should be dealt with immediately. Spillages should be mopped up and a wet floor sign used. Breakages should be disposed of safely.

4. List the main accompaniments that should be stocked ready for service on a sideboard.

Tartare sauce, mint sauce, mustard, horseradish sauce.

5. What are the legal minimum and maximum temperatures for the storage of hot and cold food?

Hot food must be served at more than 63°C. Cold food must be served at less than 8°C.

6. What information must a menu have on it?

Names of dishes and prices.

7. List the key points for cleaning a food and drink service area.

• Don’t let rubbish build up.

• Place empty bottles or cans in suitable containers.

• Used crockery, cutlery and glass should be taken to the wash-up.

• Cleaning cloths should be kept out of sight.

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8. List the information that must be obtained from customers when taking a food order.• The food they require for each course.

• Any special needs or accompaniments.

• The degree of cookery of certain foods (e.g. steaks).

9. What are the fi ve main types of food service?

Plate service, silver service, counter service, self-service, buffet.

10. List three types of people you should not serve with alcoholic beverages.

You should not serve people who are underage, under the infl uence of drink, or under the infl uence of drugs.

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Accommodation services and front office operations (Units 13 & 14)1. Explain the main purpose of accommodation services.

Accommodation services provide sleeping accommodation.

2. List six types of establishment where accommodation services might be provided.

For example: hotels, hostels, hospitals, halls of residence, holiday camps, self-catering apartments, etc.

3. Explain three ways in which the accommodation services department can ensure it is environmentally friendly.

For example:• Laundry services can be reduced; e.g. bed linen may be changed

every two or three days rather than every day. Reducing the amount of linen and towels washed saves water, energy and laundry chemicals.

• Waste should be kept in tightly covered bins or plastic sacks, and bins should be emptied frequently and kept clean.

• Staff should be trained in the safe and proper handling, use and disposal of housekeeping chemicals.

• Staff should be encouraged to recycle as much as possible.

• Guests may be asked to turn lights off or adjust heating or air conditioning when they are not in the room. This reduces the amount of electricity used.

4. Identify the four stages of the guest cycle.

Pre-arrival, Arrival, Occupancy, Departure

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5. Describe four ways in which the front offi ce department contributes to the success of an organisation.

For example:

The front offi ce may contribute to the success of the organisation by:

• creating a good impression for guests

• encouraging guests to make a booking when they fi rst enquire about the hotel

• encouraging guests to spend their money in other areas of the hotel (e.g. in the restaurant)

• ensuring guests are happy with their stay; this will make them more likely to return, or to recommend the hotel to friends and family.

6. List fi ve potential security risks in front offi ce.

For example:• Terrorist attacks

• People who are not guests trying to access guest-only areas

• Theft of property, by guests or other members of the public

• Members of the public trying to fi nd out who is staying at the hotel (especially celebrities etc.)

• Guests may become violent if they are unhappy with the quality of the accommodation/service/food etc.

7. While you are on duty in reception, the following situations occur:

• four guests leave earlier than planned

• one guest moves rooms

• two guests extend their stay

• the secretary of a VIP client calls to say he will be arriving in one hour

• a cot is requested by a guest arriving that night.

Explain how you would deal with each of these situations.

Accept any suitable responses; answers should refer to liaison between different departments.

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8. Explain the use of a checklist in accommodation services.

Checklists keep staff alert and ensure that they do not miss anything. A checklist may also show areas which have not been thoroughly cleaned, identify any maintenance needs, or show whether any staff need training.

9. Identify two pieces of legislation that impact on the work of room attendants.

For example:• The Health and Safety at Work Act (HASAWA) 1974

• Control of Substances Hazardous to Health Regulations 2002 (COSHH)

• Personal Protective Equipment (PPE) at Work Regulations 1992

• Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR)

10. Describe the procedure for meeting and greeting a customer.• Greet customers promptly, with eye contact and a warm smile.

• Ask how you can help them.

• Listen carefully to what the customers say.

• Help customers if you can; if not, direct them to the appropriate people, products or services, ensuring they have understood what you have said.

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Consumer rights (Unit 16)1. What is a contract?

An agreement between two or more people that is legally binding (because there was intention and consideration).

2. You decide to buy a bar of chocolate. Does the shopkeeper have to sell it to you? Give a reason for your answer.

No. You have to make the offer which can be accepted or declined.

3. Give two obligations usually expected of a buyer.

To pay for the goods and arrange for delivery.

4. Identify the act that determines implied terms of a service contract.

Supply of Goods and Services Act.

5. Suggest one example of an exclusion clause that would be void and unenforceable.

For example: We will not give consumers a refund for defective products.

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The UK travel and tourism industry (Unit 17)1. Name the three main types of tourism.

Domestic, outbound, inbound

2. Complete the table (below) to give an example for each reason that people travel.

Answers will vary.

3. Define the term Gross Domestic Product (GDP).

Gross Domestic Product (GDP) can be thought of as the value of a country’s economy. It measures the value of all goods and services over a specific time period (usually one year).

4. Why is outbound tourism spending not included in a country’s GDP value?

Outbound tourism spending does not contribute to UK GDP as most of the money spent by these tourists will be spent in another country.

5. Around how many jobs in the UK are directly linked to tourism?

1.4 million

6. Describe the difference between the public and private sector.

Answers will vary.

7. Identify four different types of accommodation provider.

Answers will vary.

8. Name the two largest UK tour operators.

Thomson (TUI UK) and Thomas Cook Group

9. Describe the role of the Civil Aviation Authority (CAA).

Answers will vary.

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10. Describe the role of VisitBritain.

Answers will vary.

11. Identify two travel and tourism organisations that work together. Explain why they do this.

Answers will vary.

12. Identify one benefi t of a tour operator joining and working together with the Federation of Tour Operators (FTO).

Answers will vary.

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Answers to Just Checking questions - Pearson Education · PDF fileAnswers to Just Checking questions ... housekeeping manager, ... housekeeping staff and reception staff. 6. List three