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2011
SUPERVISOR TO ATTACH PROCESSING LABEL HERE
STUDENT NUMBER
Letter
Figures
Words
VCE VET HOSPITALITY
Written examination
Wednesday 16 November 2011
Reading time: 11.45 am to 12.00 noon (15 minutes)
Writing time: 12.00 noon to 1.30 pm (1 hour 30 minutes)
QUESTION AND ANSWER BOOK
Structure of book
Section
Number of
questions
Number of questions
to be answered
A
B
30
22
30
22
Number of
marks
30
90
Total 120
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Materials supplied
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SECTION A – Multiple-choice questions
Instructions for Section A
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Question 1
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Question 2
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SECTION A±FRQWLQXHG
3
2011 VETHOSP EXAM
Question 4
The bar attendant is cleaning a blender and has separated the jug from the base.
The next step to clean the base of the blender involves
A. immersing the base in water.
B. wiping the base down with a tea towel.
C. wiping the base down with a clean damp cloth.
D. running hot water over the base.
Question 5
When writing food orders in a restaurant, which information is not required?
A. name of establishment
B. time of order
C. any dietary requirements
D. number of covers
Question 6
The purpose of a work schedule is to
A. give the bar staff a checklist of what stock needs to be ordered.
B. allow the managers to collect notes on staff performance.
C. map out the sequence of service when serving customers.
D. communicate to staff the tasks they need to complete.
Question 7
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The procedure involves
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Question 8
A guest has asked for a nonalcoholic beverage that the bar attendant is unfamiliar with and is not on the venue’s
list.
What should the bar attendant do?
A. apologise and ask the customer for the recipe
B. use the enterprise standard recipe
C. suggest a beverage with a similar name
D. apologise and inform the guest he is unable to prepare it
SECTION A – continued
TURN OVER
2011 VETHOSP EXAM
4
Question 9
The correct names for the cloths the waiter is carrying in the picture are
A. napkin and overlay.
B. serviette and wine bottle neck tie.
C. service cloth and tablecloth.
D. plate underliner and service cloth.
Question 10
A table is set with white wine glasses and the guests order a bottle of white and a bottle of red wine to accompany
their meals.
The food and beverage attendant should
A. pour both red and white wine for each guest.
B. pour all guests a white wine and leave the red wine bottle on the table.
C. give each guest a red wine glass and a white wine glass and remove the unused glasses.
D. offer each guest the choice of white or red wine and adjust the glasses accordingly.
Question 11
What environmental steps should restaurant staff complete at the end of service?
A. dispose of animal products
B. recycle aluminium and glass
C. separate green waste
D. collect serviettes and tablecloths
Question 12
To meet customer expectations, waiting staff should
A. continually engage the table.
B. anticipate customer experience.
C. engage and communicate with the customer.
D. value-add service.
SECTION A – continued
5
2011 VETHOSP EXAM
Question 13
A restaurant lounge and bar area where drinks can be served is also
A. an area where guests can be farewelled.
B. an area where guests can pay their bill if their table is needed.
C. used for taking guests’ orders while they are waiting for a table.
D. used for serving guests drinks while they are waiting for a table.
Question 14
Storing ground coffee in the dosing chamber for the next day
A. prepares for the next shift.
B. affects moisture and aroma.
C. maintains the coffee oils.
D. maintains quality and freshness.
Question 15
In many hospitality establishments, the main course food item is served on its own, with side dishes available
in addition to the main course order.
As part of customer service, the food and beverage attendant should
A. use their professional judgment and order a side dish that they think the customer would like.
B. inform the customer and recommend a side dish that is appropriate for their main course.
C. point out to the customer that the side dishes will add considerable cost to their main course.
D. tell the customer to wait until the meal is served as the main course may be enough to eat.
Question 16
Many hospitality establishments use a Palm ordering system for taking customer orders.
How does this type of system work?
A. The waiter prints off the order and takes it to the kitchen and bar.
B. The order is verbally transmitted from the Palm to the chef and bar attendant.
C. The order is recorded on the hand-held device, then is wirelessly sent to the kitchen and bar.
D. The hand-held device is given to the kitchen and bar, and then the order is read from the screen.
SECTION A – continued
TURN OVER
2011 VETHOSP EXAM
6
Question 17
The food and beverage attendant has taken the guest’s entrée and main course food order and is now required
to correct the cover.
The food and beverage attendant should
A. set and check the table to make sure everything is there.
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D. adjust the cutlery according to what has been ordered from the set menu.
Question 18
When a barista assesses the quality of the extracted espresso coffee, they should
A. ensure that the crema is thick and honeycomb in colour.
B. make sure there is no more than 45 ml of coffee.
C. check the colour of the coffee in a demitasse glass.
D. check for a good aroma.
Question 19
The chef informs the waiter that there will be a 20-minute delay with their table’s order.
The waiter should
A. inform the restaurant supervisor of the delay so that the attendant can offer a free beverage.
B. inform the customer promptly about the delay and be open and honest with them.
C. quickly order something for the customer to snack on while they wait.
D. only inform the customer if there will be a lengthy delay.
Question 20
The main course is cooked and ready to be served but one of the guests is momentarily away from the table.
The service staff should
A. tell the guests to let the other diner know their food is ready.
B. keep the food warm in the kitchen and serve it when the guest returns.
C. serve the food to the empty setting for when the guest returns.
D. tell the kitchen they need to re-cook the food when the guest returns.
Question 21
A guest has queried the charges on their account.
In order to resolve the situation, the attendant should
A. refer the matter to the restaurant supervisor.
B. explain to the guest that they have made a mistake.
C. accept the guest’s word as the guest is always right.
D. crosscheck the account items with the order dockets.
Question 22
Restaurant front-of-house staff handing over to incoming restaurant staff should
A. ensure the time sheet has been signed.
B. communicate how much was made in tips.
C. ensure there is enough folded linen for the next service period.
D. communicate information required for the following service period.
SECTION A – continued
7
2011 VETHOSP EXAM
Question 23
How should the bar attendant ensure a beverage is prepared to the correct strength, taste, temperature and
appearance?
A. taste the beverage
B. follow the enterprise standard recipe
C. ensure it is made the same way every time
D. ask the guest how it compares to other beverages
Question 24
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Question 25
Guests are greeted and seated in different ways according to the style of restaurant in order to
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SECTION A – continued
TURN OVER
9(7+263(;$0
Question 29
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END OF SECTION A
9
2011 VETHOSP EXAM
SECTION B
Instructions for Section B
Answer all questions in the spaces provided.
Question 1
Different equipment is used by a bar attendant to make a range of beverages.
Provide a safety consideration that needs to be taken into account when using each piece of equipment listed
below.
Do not use the same answer more than once.
glass washer
blender
juicer
3 marks
Question 2
In the table below list two types of information needed and the skills required for each job role.
One example of the information and skill needed is given for each job role.
Job role
Information needed
Food and beverage
attendant in a café
1.
food specials of the
day
Skills required
1.
plate carry
2.
2.
3.
3.
Bar attendant in a
restaurant
1.
product knowledge
1.
2.
2.
3.
3.
selling techniques
8 marks
SECTION B – continued
TURN OVER
9(7+263(;$0
Question 3
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Question 4
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SECTION B±FRQWLQXHG
11
2011 VETHOSP EXAM
Question 5
In the table below name the bar equipment or machinery that each of the problems relates to.
One example is given. Do not use the same answer more than once.
Problem
Bar equipment or machinery
Worn door seals
Glass washer
Gas leak
Rising temperature
Frayed electrical cord
3 marks
Question 6
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to know in order to organise a work schedule.
1.
2.
3.
4.
4 marks
Question 7
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2 marks
SECTION B – continued
TURN OVER
9(7+263(;$0
Question 8
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Question 9
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SECTION B±FRQWLQXHG
13
9(7+263(;$0
Question 10
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SECTION B±FRQWLQXHG
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Question 11
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Dishes
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Service equipment
SECTION B – Question 11±FRQWLQXHG
15
a.
2011 VETHOSP EXAM
Using the numbers of the service equipment and the letters of the dishes, set the table for the four
guests and place the dishes appropriately on the table.
It is acceptable to use each number more than once.
Cover 3
Cover 2
Cover 4
Cover 1
1 mark
b.
Explain your choice of placement of the service equipment and the dishes in the above diagram.
1 mark
c.
Give three reasons for why a guest would choose this style of dining.
3 marks
SECTION B – continued
TURN OVER
9(7+263(;$0
Question 12
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SECTION B±FRQWLQXHG
17
2011 VETHOSP EXAM
Question 13
Prior to the commencement of food service, it is important that the food service attendant has information about
menu items and options.
The Smiling Crocodile
Entrée
Tempura squid on warm noodle salad with honey sesame dressing
or
Grilled polenta topped with mushroom ragout, a parmesan crisp and drizzled with rosemary-infused
olive oil
Main
Char-grilled lamb rump served with red wine and eggplant risotto and citrus mascarpone
or
Pan-fried chicken breast with roasted red onion and linguini in tomato and basil broth
Dessert
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or
Poached pears in white wine with baked ricotta and saffron syrup
Use the menu above to answer parts a., b. and c.
a. Name the type of menu.
1 mark
b.
What information would a food service attendant need to know about the menu items to assist a guest?
Provide two examples.
1.
2.
2 marks
c.
Give two suggestions of how the food service attendant could promote and recommend the menu item
Char-grilled lamb rump served with red wine and eggplant risotto and citrus mascarpone to the customer.
1.
2.
2 marks
SECTION B – continued
TURN OVER
2011 VETHOSP EXAM
18
Question 14
Waiting staff are working at a wedding function where a beverage package has been organised.
The table has been set with the following glassware.
What adjustments would the waiting staff make for the beverage requests of each of the following guests?
Guest 1 – beer, white wine
Guest 2 – red wine only
Guest 3 – white wine, red wine
Guest 4 – sparkling wine, white wine, red wine
4 marks
SECTION B – continued
19
9(7+263(;$0
Question 15
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SECTION B±FRQWLQXHG
TURN OVER
2011 VETHOSP EXAM
20
Question 16
What is crema on espresso coffee?
1 mark
Question 17
Describe three industry environmental practices hospitality establishments should follow.
3 marks
Question 18
A guest has requested their bill and they have noticed they have been charged twice for an item that was only
ordered once.
a. Describe two actions that could have prevented the account error.
1.
2.
2 marks
b.
How can the waiter address the account error to the guest’s satisfaction?
1 mark
Question 19
It is important to clean all equipment before, during and at the end of each service.
Outline three cleaning requirements to maintain the post-mix equipment.
1.
2.
3.
3 marks
SECTION B – continued
9(7+263(;$0
21
Question 20
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Question 21
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SECTION B±FRQWLQXHG
TURN OVER
9(7+263(;$0
Question 22
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END OF QUESTION AND ANSWER BOOK