1. Revision J Housley The Armthorpe School

2.  There has always been a question on this.  You need to consider how a new business will attract people and what services the new business will use.  Think about job opportunities and how the establishments will use local businesses J Housley The Armthorpe School

3.  State 2 ways in which a new hotel may benefit (help) the local economy (2 marks)  Describe why is it important to help the local economy? (4 marks) J Housley The Armthorpe School

4.  There is always a question on menu planning.  You will need to know what affects your choices when planning menus.  Think about how you planned your menu for the event.  What did we need to consider?  Who was the menu for?  What special diets did we plan for?  These questions are usually worth a lot of marks. J Housley The Armthorpe School

5.  A set menu for a function (2 marks)  Take away menu (2 marks)  A la carte (2 marks)  T’able d’hote ( daily menu) (2 marks)  Fast food menu (e.g. McDonalds) (2 marks) J Housley The Armthorpe School

6.  Before starting to plan any menu, there are four basic questions that you should ask: ◦ WHO is going to eat the meal? Consider age, gender, occupation, specific dietary needs, ect. ◦ WHEN is it going to be eaten, consider time of year, time of day, ect. ◦ WHERE is it going to be eaten? Consider venue, space available, cooking or reheating facilities available, ect. ◦ WHAT is going to be eaten? Consider time of day, type of menu requested e.g. Sit down meal or buffet, special occasions, ect. J Housley The Armthorpe School

7.  When planning a menu there might be a range of age groups such as ◦ Young children ◦ Teenagers ◦ Pensioners ◦ Special diets  You need to take the following into account when planning menus for customers. ◦ Vegetarian dishes ◦ Religious and ethnic diets ◦ Time of year and weather ◦ Type of customer ◦ Time available ◦ Price of menu ◦ Portion control ◦ Ability of chef/cook J Housley The Armthorpe School

8.  As part of the grand re-opening, the hotel is going to provide a special meal. Plan a suitable a la carte menu for the occasion, giving reasons for your choice (8 marks)  Analyse the main points that Judy and Jack have to consider when planning the menu for a children’s meal. (8 marks)  Discuss the main factors that the chef should consider when planning a new menu. ( 6 marks) J Housley The Armthorpe School

9.  As a functions manager in a local hotel Jane has a special responsibility for planning children’s parties. This week she has taken a booking for 20 children aged 5 – 7. Discuss the choice of menu (6 marks)  There are always LOTS of questions on menu planning and has appeared in every past paper, so ensure this is revised in lots of detail. J Housley The Armthorpe School

10.  There is usually a question related to teamwork.  Think about how you worked as a team when planning and holding your event.  What would go wrong if you didn’t work as a team?  How do strong personalities affect the way your team works? J Housley The Armthorpe School

11.  Describe why teamwork is important in the hospitality industry. (6 marks)  What qualities do you need to be a team leader? (6 marks) J Housley The Armthorpe School

12.  There has often been a question on conferences.  These are meetings held in hotels.  They can be for business people, teachers and groups.  Think about the equipment they might need for the conference.  You may also be asked what information will be required when booking the conference or the role of the conference manager. J Housley The Armthorpe School

13.  What information would you need when taking a booking for a conference (meeting)? ( 4 marks)  Evaluate the role of the conference manager on the day of the conference (meeting) (6 marks)  What equipment might you need for a conference (meeting)? (4 marks) J Housley The Armthorpe School

14.  Health and safety is important when planning events.  When a question comes up related to this, think about all aspects of safety and things that can go wrong. Think about, spaces between tables, clear exits, fire safety, no sharp objects, wheelchair access, warning signs, decorations, slipping and tripping hazards.  These questions are usually worth a lot of marks and require detailed answers J Housley The Armthorpe School

15.  When planning a room for an event of any kind e.g. Function or meeting, health and Safety is important.  Describe how you would ensure the room is safe for the customers. (10 marks) J Housley The Armthorpe School

16.  There are a range of ways to communicate in the hospitality industry.  Phone, e mail, letter, face to face, fax, walkie talkie.  You may be asked why it is important for people to communicate to each other in different areas of the establishment.  Think about what information each area will need and why it is important / J Housley The Armthorpe School

17.  State three ways information can be kept in a hotel. (3 marks)  When booking a room for a conference what information would you need to give? ( 4 marks)  Why do hotels keep records of rooms booked? ( 2 marks) J Housley The Armthorpe School

18.  All hospitality establishments want to make a profit.  Things such as wages, overheads and VAT are included in the selling price of food and accommodation.  If Hospitality establishments don’t make a profit they may have to lay off staff and eventually close down. J Housley The Armthorpe School

19.  What is meant by “overheads” when working out the cost of a meal? (2 marks)  What is VAT? (2 marks)  What do “labour costs” cover? (2 marks)  Why is it important to make a profit? ( 4 marks)  How can you improve things if you don't make a profit? ( 4 marks) J Housley The Armthorpe School

20.  Every establishment has a complaints procedure, it is important that complaints are dealt with quickly so that customers will return.  Apologise  Take details  Refer to team leader  Solve  Offer something free  Apologise J Housley The Armthorpe School

21. How would you deal with a complaint about poor service? ( 4 marks) Why is it important to deal with complaints quickly? ( 2 marks) J Housley The Armthorpe School

22.  There is usually a question on customer care and customer service.  You should understand how to give good customer care and why it is important.  Customers will return.  They will tell their friends and family.  Business will improve.  Business can expand.  Employ more staff. J Housley The Armthorpe School

23.  Define the term customer care. ( 2 marks)  Describe the effects poor customer care will have on a business. ( 6 marks)  How can you ensure your staff have good customer care skills. (6 marks)

24. How can you make sure customers are happy with the service? ( 4 marks) Discuss how you can present a positive image in the hotel and in the staff and why it is important ( 8 marks) J Housley The Armthorpe School

25.  There is usually a question relating to job roles. The new specification means that you will not be asked about the role of any chefs in the kitchen.  You should revise job roles in the restaurant, reception and housekeeping areas. J Housley The Armthorpe School

26.  List five job roles in the restaurant. ( 5 marks)  Who is the team leader in the restaurant and what is their job role? ( 4 marks)  Describe the qualities do you need to be a team leader? (6 marks) J Housley The Armthorpe School

27.  List three jobs in the reception ( 3 marks)  Discuss the qualities and skills needed to be a head receptionist ( 6 marks)  Describe the job role of the head housekeeper ( 6 marks) J Housley The Armthorpe School

28.  Describe the role and responsibilities of the hotel manager (8 marks)  Discuss the importance of staff training in a hospitality establishment ( 6 marks) J Housley The Armthorpe School

29.  Briefly describe the job role of the following:-  Concierge  Porter  Chambermaid  Waiter  Wine waiter  Assistant receptionist  Conference manager ( 4 marks for each one) J Housley The Armthorpe School

30.  There is usually a question on environmental issues. The new spec means this will be referring to saving electricity and water.  These are usually questions that are worth a lot of marks.  Make sure you revise well and include, turning lights off, room cards that turn lights on, only having heating on when rooms are occupies, energy saving bulbs showers not baths, single flush toilets, only washing towels when necessary not every day. J Housley The Armthorpe School

31.  How can a hotel show customers they have an environmental policy? ( 2 marks)  Why should a hotel have an environmental policy? ( 2 marks)  Discuss how a hotel can conserve (save) electricity and water. ( 8 marks) J Housley The Armthorpe School

32.  Star ratings refer to hotels and diamond ratings refer to guest houses.  You may be asked to describe the facilities offered by a range of establishments.  Generally the more they offer the more stars or diamonds they have. J Housley The Armthorpe School

33.  What is meant by star ratings? ( 1 mark)  Describe the different features of a 3 and 5 star hotel ( 8 marks)  What facilities would a seaside guest house offer?  ( 6 marks)  What is meant by diamond ratings? ( 1 mark) J Housley The Armthorpe School

34.  RIDDOR (1995) – This deals with injuries and reporting injuries.  COSHH (2002) – This deals with substances that could be hazardous to health.  Health and Safety and Work Act (1974) Deals with ensuring the workplace and staff are safe  DATA Protection Act. Protects the customers information J Housley The Armthorpe School

35.  The health and safety act was passed with two aims. To extend the coverage and protection of the law. To increase awareness of safety to all employees. State 2 responsibilities of the employees. (2 marks)  Discuss the main responsibilities of the employer in ensuring the safety of their employees. (4 marks) J Housley The Armthorpe School

36.  Describe how you would pick up and transport boxes to avoid physical injury (4 marks)  What is the DATA protection act used for? (2 marks) J Housley The Armthorpe School

37.  Remember  P.E.E. Make a point, give an example and then explain and expand on your answer  S.E.X. make a statement, give an example and explain.  Questions at the end need more detail to gain the higher marks. J Housley The Armthorpe School