TRT3702 EXAM QUESTONS WITH ANSWERS.

TRT3702 EXAM QUESTONS WITH ANSWERS. Since the hospitality industry is a service industry, it is essential to note that services have other characteristics than manufactured products. By understanding this distinction, hospitality service providers can create a guest experience more easily. 1.1 Explain the three different guest experience elements as stated by Ford et al (2012:11) to create an effective guest experience. Page 15 (6) The essence of accommodation in the hospitality industry is to provide overnight accommodation for people who are away from home. 1.2 Discuss the different criteria by which the hotel sector can be classified as stated by Medik and Ingram (2000) (8) Page 27 The tourism industry provides a wide scope of business opportunities in a wide variety of tourism related products and services such as guesthouses or hotels. In order to take advantage of opportunities, entrepreneurs should complete a detailed business plan. 1.3 Identify the topics that should be covered in the executive summary of a hotel’s business plan. (3) Page 59 Branding is intended to identify the goods and services of a seller and to differentiate between goods and services of competitors. As such, branding consists of several components to help with identifying brands and differentiating among them. 1.4 Define the concept “trademark” as one of the components of branding in the hospitality industry. (3) Page 229 2 Question 2 The Beverly Hills Hotel in Umhlanga, Durban is one of Tsogo Sun’s prestigious hotels (Tsogo Sun, 2015). Since opening their doors for the first time in 1964, the Beverly Hills Hotel has accommodated royalty, celebrities and industry forerunners. It has also catered for romantic escapes, family holidays and business travel (Tsogo Sun, 2015). Over the years Beverly Hills had to consider several hospitality trends in planning for the future, in keeping up with demand and staying competitive. 2.1 Explain ten hospitality trends which the Beverly Hills Hotel will have to keep in mind as identified by Walker and Walker (2012:25). (20) Page 106 Among other things, Beverly Hills Hotel has a close eye on Property Management Systems (PMS) as this is one of the trends which are sure to change. 2.2 Explain the importance of keeping abreast of the Property Management Systems (PMS) trends by referring to the back-of-office functionalities. (5) Page 92 3 Question 3 You are the Premier Hotel’s housekeeping manager that plays a crucial role in guests’ impression of the hotel and consequently guest satisfaction. Recruiting suitable employees and training them continuously is therefore of the utmost importance. 3.1 As a result of your expertise on this matter, compile a detailed four-step training method to assist other hotel’s housekeepers in training their staff and improve their guest’s experience. (25) Page 172 4 Question 4 Boipelo Phalala would like to open a coffee shop which has been a dream of hers for quite some time. In order to attract a possible partner or raise the required funds, she drafted a comprehensive business plan for this coffee shop. 4.1 Differentiate between cost-based and market-based pricing. (5) Page 210 4.2 Discuss the different considerations which Boipelo should pay attention to when pricing her menu items. (4) Page 210 5 One of the items on Boipelo’s menu is “Sweet Potato Rounds with Herbed Ricotta and Walnuts”. Boipelo’s future wholesaler has agreed to custom-pack this recipe to Boipelo’s specifications. See the listed ingredients, relevant prices and packaging the wholesaler would provide. Wholesaler Measurement Ingredient Price Packaging 650ml Mixed Cranberries and Walnut mix R 155.00 1KG/1L 1/200g Sweet potato R 25.00 3KG 250ml Ricotta cheese R 24.00 250ml 5ml Spices (Cinnamon, Italian spices, sea salt) R 68.00 150ml 30ml Liquid ingredients (Honey, olive oil) R 100.00 1L Recipe makes 12 Sweet Potato Rounds 4.3 Calculate the selling price per portion Sweet Potato Rounds based on a 300% mark up. (Round calculations off to the nearest hundred (i.e. 2 decimals) and the final answer to the nearest integer (i.e. whole number) (16) Page 212 6 MAY/JUNE 2016 Question 1 The hospitality includes all food service establishments that cater for both the tourism industry and the general public. The food service industry can therefore be divided into two groups. Noncommercial food service establishments make up one of these groups. 1.1 Describe the different non-commercial food service categories that exist by providing a relevant example of each. (7) Page 39, 187 A basic needs analysis has to be carried out to determine which software is required by operations when setting up the technology infrastructure of a hospitality business. 1.2 Explain the main functions of a telephone management system (TMS) to validate if such a system is required for a hotel’s operations. (5) Page 97 The type of customers that food service operators attract depends largely on the motivation of the customers to eat away from home. 1.3 Distinguish between the different reasons why people are motivated to eat away from home. (5) Page 188 A hospitality business’s menu and beverage list is usually used as an extension of certain policies that the hospitality business has in place. 1.4 Identify the different policies by indicating how these policies are reflected in a hotel business’s menu and beverage list.