NATIONAL CERTIFICATE (VOCATIONAL) NQF LEVEL 4 NOVEMBER

Transcription

1 MARKING GUIDELINE NATIONAL CERTIFICATE (VOCATIONAL) NQF LEVEL 4 NOVEMBER 2009 This memorandum consists of 10 pages.

2 (MARKING GUIDELINE) -2- NC1180(E)(N12)V ANSWER SHEET QUESTION 1 MULTIPLE CHOICE 1.1 B 1.2 C 1.3 B 1.4 C 1.5 A (5 X 2) [10] QUESTION 2 MATCHING ITEMS 2.1 C 2.2 D 2.3 B 2.4 A 2.5 E (5 X 2) [10] QUESTION 3 A B C D E COCKTAIL SHAKER/MIXER DECORATION/UMBRELLAS HURRICANE GLASS MARTINI GLASS WAITERS FRIEND [5] QUESTION 4 ONE WORD/TERM 4.1 Gueridon service 4.2 Carafe 4.3 Grenadine 4.4 Muddler 4.5 Occupational Health and Safety Act 4.6 Lint free cloth 4.7 Maintenance repair 4.8 Gas 4.9 Tot measure 3.10 Inspection/spot checks [10]

3 (MARKING GUIDELINE) -3- NC1180(E)(N12)V QUESTION 5 WORDS IN BRACKETS 5.1 E 5.2 D 5.3 A 5.4 B 5.5 C 5.6 F 5.7 I 5.8 H 5.9 G 5.10 J [10] QUESTION 6 FILL IN THE MISSING WORD 6.1 Dispense 6.2 Snacks 6.3 National liquor act 6.4 License 6.5 Stocked/packed/filled [5] QUESTION Taking the order (1) Give customers enough time to decide what they would like to order. When you notice the host is ready to order, approach, on his/her right and ask whether he/she is ready to order. Repeat the order to confirm that you have understood. Make sure you know exactly how the person wants their drink. Write the order on your order book, ensuring that the table number is clearly and correctly written down. Once you have taken the order you may process it at the bar. Any (5) When you serve guest promptly, you will be able to enjoy the customers you are serving. Customers will be happy and satisfied. You will be able to become confident with guest and guests

4 (MARKING GUIDELINE) -4- NC1180(E)(N12)V will put their trust in you to provide them with excellent service. This will be good for the name of the organization who will receive repeat business. Any (3) Explain to the customers about the house specials/promotions Suggest a wine. Suggest a food-wine paring. Offer a relatively low-price tasting portion. Ask the guest leading questions e.g. do you like dry or sweet wine. (5) Has a big impact on the taste. Serving wine cool will mask some imperfections. Customer satisfaction is linked to the temperature of wine. Changing the temperature of wines will affect the quality of wine and can result in the production of crystals which is mistaken for poor quality wine. (2) White wine is poured with the glass on a flat surface. The glass must be tilted when pouring Champaign as it contains many bubbles and it will overflow in the glass. (2) Salver/waiters tray (1) No finger marks on glasses Professional manner of carrying wine. Sturdy with the waiter s cloth on the tray. Any (1) Crust the rim of the glass with sugar. Fruit garnishes orange slices, lemon wedge, cherries, citrus spiral Celery sticks, cucumber slices Coffee beans Olives Cocktail onions Sprigs of mint Pineapple leaves Swizzle sticks Umbrellas Flags Any (3) Check the cocktail recipe book that should be on hand. Check with other bartenders on your shift. Ask the customer for the recipe if it comes to that. Offer an alternative. Any (2)

5 (MARKING GUIDELINE) -5- NC1180(E)(N12)V QUESTION Promotes interest Other customers nearby will also become interested and will want to order as well. Promotes customer interaction and good customer service. The customer will see your skill and be fascinated and in this way impressed by the service and will want to return. Any (3) Prepare garnishes before service and keep them covered. Alcohol and mixer dispenses should be well stocked before service. Check all sell by dates and arrange that the older stock be used first. Extras like Worcestershire sauce and tomato sauces must be available and in clean containers. Check equipment required prior to service e.g. glasses, boards, drip trays, ice scoops ect. Ensure that ice machines are clean and in good working order before a shift. Check equipment required prior to service e.g. glasses, boards, drip trays, ice scoops ect. Ensure that ice machines are clean and in good working order before a shift. Any (4) Picture 1 Mixing Cocktail is mixed in a mixing glass and then transferred into a cocktail glass as indicated in the picture (2) Picture 2 Pouring Cocktail is mixed in the glass by the waiter using various alcoholic beverages and mixes. (2) Think about how well different ingredients would mix. Start developing new recipes as practice run. Select your preferred base ingredient (the main type of liquor you want to use) and take it from there by experimenting with different taste combinations.

6 (MARKING GUIDELINE) -6- NC1180(E)(N12)V Ask for feedback on the cocktails you develop. Look at recipes of well known cocktails. Any (4) Soup ladle 2 forks 2 spoons (3) 8.3 Can be placed on a trolley and served from the trolley onto the guest s plate. Can be plated individually and served to the guest. (2) 8.4 Before service starts the waiters must be informed what size portions to give each customer. The chef determines the portion size according to organisational requirements. The chef will determine a set amount of vegetables or meat per person. Any (2 x 2) (4) [25] QUESTION All storage and preparation areas must be spotless. All equipment must be cleaned as a build up may occur. Beverage bottles must be wiped to remove any sticky syrup. All fresh juices, milk and cream must be kept well covered and refrigerator. All glasses, jugs, ashtrays, cups and saucers are free form chips and cracks. All tables and bars are cleaned and correctly set according to organisational requirements. Check that all electrical equipment is switched on and operating correctly. Check refrigerators and ice-making machinery to see that they are free from damage and is operational. That there is enough stock of all drinks, disposals, mixers, glasses available in the bar to last you throughout service. Any (5) Andy should have discouraged the sale of alcohol to the guest as he already suspected that he was intoxicated. The law dictates that it is illegal to serve alcohol to an intoxicated person. He should therefore be aware that penalties apply to the sale of liquor to intoxicated customers. Look for signs and cut off the drinking of a customer who appears drunk. Andy should be aware of the early intervention in incidents of intoxication or disorderly behaviour of customers keeping in mind the safety of staff and other customers. All staff must be aware of the procedures involved in removing or banning an intoxicated customer. Any (5)

7 (MARKING GUIDELINE) -7- NC1180(E)(N12)V Leave an effective message for the maintenance department. Give the specific location of the equipment. Place an out of order sign on the equipment so that someone else does not use it. You can either report the repair telephonically or you can do this in writing on a maintenance request form. Indicate the urgency of the repair as this will hinder service. Any (3) Lighting suitable for the function music Flower arrangements Arrangement of tables and chairs to deal with number of guests. Cleanliness of the restaurant. Organize waiters to match the number of guests. Liaise with the kitchen to ensure the food that the client requests. Any (5) It is good service to provide customers with the relevant information about the products that are being served. Waiters who have thorough product knowledge are able to sell more. If a waiter sells more then the company benefits as well as the people who work at the establishment. The waiter will be able to make suggestions to the guest because he/she has a wide range of knowledge. This leads to customer satisfaction and return business. Guest will be most impressed if a waiter can match food and wine. Any (5) 9.2 To ensure that regular cleaning happens To ensure that thorough cleaning of equipment and facilities take place. To ensure that work is divided evenly among staff. Any (2) [25] QUESTION Store chemicals separately from food. Rotate stock so that no expired products are stored. Check for leakages. Store chemicals on labelled shelves. Not on the floor where it can be kicked over. Sealed chemicals that are not used must be kept in secure storage areas. Only authorized persons may handle the chemicals. Personnel distributing the chemicals must know how to use the chemicals in a safe manner.

8 (MARKING GUIDELINE) -8- NC1180(E)(N12)V Open chemicals should be poured into specific dispensing equipment. Any All staff must be trained to do more jobs so that they can assist when staff is not at work. The team should operate as a unit to complete the daily tasks. Managers and supervisors should also be prepared to help. Temporary staff can be hired to do the job until staff returns. Any (2) Report faulty equipment to the manager. Manager will report to the maintenance department. Maintenance should document the fault. Contact supplier if it cannot be fixed by maintenance department. Clean in a manual way until the equipment is fixed. Any (2) A Hygiene The area looks clean. Has the equipment required e.g. scale There are no items on the floor. Any (2) A Security A person to check the receiving of goods. To allow only authorized persons to fetch stock. In the picture it looks like there is a security person but there is no checking taking place. Any (2) A Quality Quality checks should take place to determine the quality of the stock received. Looks in the picture that there are no quality checks taking place. (2) If you do not comply with the law that governs food safety and someone gets ill or hurt, the establishment will be investigated by the authorities. Depending on the findings the establishment could be fined. Business could be shut down. Owner could be prosecuted. Loss of income Any (2) (4)

9 (MARKING GUIDELINE) -9- NC1180(E)(N12)V QUESTION Weigh the vegetables Check the temperature of the vegetables. Check whether it meets the specifications of the order placed. Check the freshness of the vegetables. Check the shelf life. Check the colour of the vegetables on arrival. Check whether there is any damage and blemishes Any (3) Purchase order to show what has been ordered Invoice to check what has been received. (2) It should be refrigerated immediately It should be transported to the refrigerator immediately to avoid deterioration. It should be handled with care to prevent any damage or blemish on the vegetables. Any (2) The time between the ordering of stock to the time the stock is received. A suppliers lead time differ form each other. (2) [25] 11.1 This determines that the stock on hand matches the amount of stock that was paid for. Provides proof of the movements of stock in terms of stock bought and issued. It gives an idea of which stock moves fast and which stock moves slowly. It keeps control of the movement of stock as this is equal the money in a company. Any (3) Time Date New matters/any other business Time allocated to each person to deliver his/her report. Date, time, venue of next meeting Closure time Any (5) Notify the members well in advance. Send out the agenda before hand so that everyone knows their contribution. Give each member enough time to prepare their report. Send out an , memo or phone each one. If a person cannot attend make sure they send someone in their place. Confirm appointments the day before. Any (5)

10 (MARKING GUIDELINE) -10- NC1180(E)(N12)V To keep the meeting focused. Ensure that the objectives of the meeting are met. Ensure people understand what is being said. Reminds those attending of their obligations. Fostering an environment that is conducive to promoting discussion. Encouraging involvement Asking whether the group has any questions Managing conflict in decision making. Any (5) Minutes of the meeting (1) Note what is said each time the chairperson summarizes each item on the agenda. Type up and distribute the minutes within 48 hours of the meeting. The participants can read through the minutes and give feedback. This ensures that any inaccuracies are brought to the attention of the chairperson. This is to make sure the minutes are still fresh in the minds of the participants of the meeting. Make that accuracy of the minutes is verified at the next meeting and any changes are agreed to and implemented. Any (5) [25] TOTAL SECTION B: 125 GRAND TOTAL: 200