Revision
J Housley The Armthorpe School
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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)
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J Housley The Armthorpe School
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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
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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
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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
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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
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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
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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
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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
How would you deal
with a complaint
about poor service?
( 4 marks)
• Why is it important
to deal with
complaints quickly?
( 2 marks)
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J Housley The Armthorpe School
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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
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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)
J Housley The Armthorpe School
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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
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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
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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
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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
Describe the role and
responsibilities of the
hotel manager (8 marks)
 Discuss the importance of
staff training in a
hospitality establishment
( 6 marks)
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J Housley The Armthorpe School
Briefly describe the job role
of the following: Concierge
 Porter
 Chambermaid
 Waiter
 Wine waiter
 Assistant receptionist
 Conference manager
( 4 marks for each one)
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J Housley The Armthorpe School
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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
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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
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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
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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
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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
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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
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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
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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