HOSPITALITY AND CATERING Exam preparation tasks.

SUMMER 2019 DOWNHAM MARKET ACADEMY

Ms E. Wells

This is your REAL exam. IT COUNTS towards your FINAL GRADE.

Mocks will be held in class in May.

LO1 Understand the environment in which hospitality and catering providers operate:

AC1.1 describe the structure of the hospitality and catering industry

Ÿ Types of provider Ÿ Types of service Ÿ Commercial establishments Ÿ Non-commercial catering establishments Ÿ Services provided Ÿ Suppliers Ÿ Where hospitality is provided at non-catering venues Ÿ Standards and ratings Ÿ Job roles

AC1.2 analyse job requirements within the hospitality and catering industry

Ÿ Supply and demand Ÿ Jobs for specific needs Ÿ Rates of pay Ÿ Training Ÿ Qualifications and experience Ÿ Personal attributes

AC1.3 describe working conditions of different job roles across the hospitality and catering industry

Ÿ Different types of employment contracts Ÿ Working hours Ÿ Rates of pay Ÿ Holiday entitlement Ÿ Remuneration (tips, bonus payments, rewards)

AC1.4 explain factors affecting the success of hospitality and catering providers

Ÿ Costs Ÿ Profit Ÿ Economy Ÿ Environmental Ÿ Technology Ÿ Emerging and innovative cooking techniques Ÿ Customer demographics and lifestyle and expectations Ÿ Customer service and service provision generally Ÿ Competition Ÿ Trends Ÿ Political factors Ÿ Media

LO2 Understand how hospitality and catering provision operates

AC2.1 describe the operation of the kitchen Ÿ Layout Ÿ Work Flow Ÿ Operational activities Ÿ Equipment and materials Ÿ Stock control Ÿ Documentation and administration Ÿ Staff allocations Ÿ Dress code Ÿ Safety and security AC2.2 describe the operation of front of house

AC2.3 explain how hospitality and catering provision meet customer requirements

Ÿ Leisure Ÿ Business/corporate Ÿ Local residents Ÿ Customer needs Ÿ Customer expectations Ÿ Customer trends Ÿ Equality Ÿ Customer rights

LO3 Understand how hospitality and catering provision meets health and safety requirements

AC3.1 describe personal safety responsibilities in the workplace

Ÿ Of employees Ÿ Of employers In relation to Ÿ Health and Safety at Work Act Ÿ Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) Ÿ Control of Substances Hazardous to Health Regulations (COSHH) Ÿ Manual Handling Operations Regulations Ÿ Personal Protective Equipment at Work Regulations (PPER)

AC3.2 identify risks to personal safety in hospitality and catering

Ÿ To health Ÿ To security Ÿ Level of risk (low, medium, high) in relation to employers, employees, suppliers and customers

AC3.3 recommend personal safety control measures for hospitality and catering provision

Ÿ For employees Ÿ For customers

LO4 Know how food can cause ill health

AC4.1 describe food related causes of ill health Ÿ Bacteria Ÿ Microbes Ÿ Chemicals Ÿ Metals Ÿ Poisonous plants Ÿ Allergies Ÿ Intolerances

AC4.2 describe the role and responsibilities of the Environmental Health Officer (EHO)

Ÿ Enforcing environmental health laws Ÿ Inspecting business for food safety standards Ÿ Follow up complaints Ÿ Follow up outbreaks of food poisoning Ÿ Collecting samples for testing Ÿ Giving evidence in prosecutions Ÿ Maintaining evidence Ÿ Submitting reports

AC4.3 describe food safety legislation Ÿ Food Safety Act Ÿ Food Safety (General Food Hygiene Regulations) Ÿ Food Labelling Regulations

AC4.4 describe common types of food poisoning Ÿ Campylobacter Ÿ Salmonella Ÿ E-coli Ÿ Clostridium perfringens Ÿ Listeria Ÿ Bacillius cereus Ÿ Staphylococcus aureus

AC4.5 describe the symptoms of food induced ill health

Ÿ Visible symptoms Ÿ Signs Ÿ Non-visible symptoms Ÿ Length of time until symptoms appear Ÿ Duration of symptoms Ÿ Intolerances Ÿ Allergies Ÿ Food poisoning

LO5 Be able to propose a hospitality and catering provision to meet specific requirements

AC5.1 review options for hospitality and catering provision

Ÿ Summarise different options Ÿ Advantages/disadvantages of different options Ÿ Use of supporting information which justify how this meets specified needs

AC5.2 recommend options for hospitality provision Ÿ Propose ideas Ÿ Justify decisions in relation to specified needs Ÿ Use of supporting information e.g. structured proposal

Unit 1: Hospitality and Catering ACTUAL Exam - Tuesday 18th

June 2019

The exam is 1 hour and 30 minutes long. It will be set up just like your mock papers – there will be different styles of questions, short answer,

stimulus, free response and data response. ALL QUESTIONS ARE COMPULSORY – that means you need to answer them all. Remember to look

at the number of marks allocated to each question – this will give you a good idea of what you need to write.

It is a formal exam so normal exam procedure will apply i.e uniform, silence, no phones etc.

Please make sure you have a selection of pens and pencils that work, it is also useful to have highlighters. These can be used to identify the key

parts of the questions to help structure your answers.

Command words: make sure you understand the command words that are likely to be used in the exam so you can answer the questions

correctly:

Analyse Examine or study in detail, in order to write information about it.

Justify Review to give reasons why you think something is better than something else, and to support those reasons with evidence.

Explain Write about something in a very clear way, giving examples to illustrate your answer, to show that you understand what you are writing about.

Describe Identify distinctive features: give a description and actual details. No explanations are needed for just describe, unless the questions states describe and explain. Imagine you are painting a picture with words.

Review Review is to explain/ evaluate: e.g. write about and assess the importance, quality or value of the topic.

Identify To show you that you know and understand something by being able to give its key features and characteristics.

Suggest Give reasons or evidence to support your opinion.

Recommend Put forward or suggest an answer that is suitable for the question.

List Provide information in bullet points, rather than continuous writing.

State Give a short, accurate and clear list.

Name Identify/ indicate/ mention/ select who or what.

If you have been to every lesson and fully participated you should have all the information you need in your class work book. If not, the powerpoints are

saved in edu-shared so you can fill in any gaps.

Go out to eat! Have a look next time you are eating out and try to find as many different types of food service system as you can.

What are the key features of each type of service?

What are the advantages?

What are the disadvantages?

There are some sorts of catering provisions that you won’t come across as a leisure customer.

Where else do catering business provide food?

How are these provisions different to the ones you find on our highstreets?

What are the key features of each type of service?

What are the advantages?

What are the disadvantages?

Create a set of flashcards. On one colour put the different types of clients who may use a hospitality and catering provision. On a different colour put

the different types of establishment and identify if they are commercial or non- commercial and residential or non-residential. On another colour

identify the services that could be provided and finally the job roles that are involved in these successful provisions.

Try matching the cards up to see how many different combinations you can achieve.

Which cards have the most uses, which ones are hardly used at all?

If you were designing a hospitality and catering business which combination would you target?

Interview someone who works in the hospitality and catering industry. Find out as much as you can about their job role and the roles they come into

contact with on a daily basis.

What hours/ shifts do they work? What bonuses, remuneration etc do they get?

What is a typical day like? Who do they meet? What do they do?

Positives and negatives about their job.

How did they get to the position they are in? Training, qualifications etc.

Create a line graph for the number of staff required in different hospitality and catering roles during the year. Add another line for a different type of

provision. How do you think this line would compare? E.g. a busy hotel and restaurant compared to a quiet village B+B.

Research the local routes into training for the Hospitality and Catering industry. Even if you don’t want to go into this line of work it is useful to know

what is out there and the advantages and disadvantages of different styles of training.

Grab a bag of balls. On each one write a personal attribute, try to think of positive ones. And a different colour write a selection of skills needed to work

in the hospitality and catering sector.

Use your ‘job role’ flash cards from 1.1 and try to match up the personal attribute and skill balls to the job roles.

Which skills and attributes do you think you already have?

Which skills and attributes would you like to learn?

Are there any additional skills that you haven’t written down but that could be useful?

Create a powerpoint or poster to advertise to a young person the differences in the following contracts. It needs to be clear and easy to understand so

that people getting their first job and aren’t overwhelmed and get the type of contract that is best for them.

Part time, permanent.

Part time, permanent.

Casual work.

Zero hours contract.

You could also include notes about:

The working time directive.

National minimum wage.

National living wage.

Tips and gratuities.

Service charges.

Bonus payments and other rewards.

These days it is so easy to access reviews and other people’s opinions of a business it is more important than ever to give good customer service to make

your business successful.

Put these factors in order of importance for a successful business.

Profit – is the business paying its bills, cover the costs and have money to spare?

Customer satisfaction – are the customers happy? Do they keep coming back? Do they bring their friends and encourage new customers? How

do you know if the customers are happy?

Employees – are they happy and supporting the business to do well? Do they have appropriate training to do well and improve themselves?

How is the performance of the staff monitored? Is there incentives for the staff to do well?

Competition – what is the competition? How do you compare your success theirs? USP – unique selling point. Advertising.

Development - are you up to date, using things like social media, following trends etc? Are you researching what the target market want?

Use a supermarket price list to work out the cost of some recipes you cook at home (this is likely to be different to the costs for a restaurant due to the

different supplier, but will be a rough comparison). Decide how much you would sell the dishes for if you were a hospitality and catering provider. Now

work out the Gross Profit and the Gross Profit Percentage of the dishes. How would these figures change if you were at a different type of

establishment? Consider the serving suggestions, portion size and quality of the ingredients to start with.

Create a short film or presentation which explains some of the environmental issues associated with the hospitality and catering industry.

Environmentally friendly practices e.g. renewable energy, saving water, automatic light switches, sustainable sourcing of ingredients.

Waste.

Reduce, reuse, recycle.

Sustainable food production and diets.

Environmental ratings.

Interview your friends and family - make notes about the places they have been that are involved in the hospitality and catering industry.

How did the H+C provision meet their expectations?

What did they have in place to provide customer service and monitor satisfaction?

Do they feel they would return to that provision? Why? Why not?

In order to work effectively a catering kitchen should have a good workflow which allows the food to travel around the kitchen in a logical order and

minimises the risk from contamination.

Create a workflow chart for a commercial kitchen. Include the delivery at the kitchen door as just ingredients, its journey to become a full meal,

delivery to the customer and the cleaning up process.

Now cut the diagram up into pieces and try to put it back together.

Is the original order you put it in the best or can you find a more efficient workflow route?

If you change the scenario of what is being cooked does the workflow change?

Have a go at designing an actual kitchen layout to go alongside your workflow diagram.

Imagine you are setting up a new kitchen. Create a shopping list for each of the following areas to ensure you have everything you need to be up and

running. Which factors will you need to consider before purchasing any items?

Equipment – large; small, hand held; mechanical

First aid and safety

Cleaning

Materials for food preparation

Waste disposal

Employee welfare

Maintenance

Design a uniform for a chef and his kitchen staff working in your new kitchen. Annotate your diagram to explain how this ties in with the traditional

dress code in a commercial kitchen, as well as complying with health and safety requirements.

The front of house workflow is the way that food passes from the kitchen to the customer, then gets tidies up ready for the next customers.

Create a workflow chart for a restaurant. Include the customers arriving at the reception, the process of ordering and delivering the meals,

clearing up, paying the bill and resetting the table.

Now cut the diagram up into pieces and try to put it back together.

Is the original order you put it in the best or can you find a more efficient workflow route?

If you change the scenario of what is being served and ordered does the workflow change?

Have a go at designing an actual restaurant layout to go alongside your workflow diagram.

Imagine you are setting up a new restaurant. Create a shopping list for each of the following areas to ensure you have everything you need to be up and

running. Which factors will you need to consider before purchasing any items?

Table top

Food service

Waiting at the table

Customer seating

Organisation

First aid and safety

Bar area

Cleaning

Waste disposal

Employee welfare

Maintenance

Design a uniform for the front of house staff working in your new kitchen. Annotate your diagram to explain how this ties in with the traditional dress

code for front of house staff, as well as complying with health and safety requirements and the practicalities of the job.

Get a selection of blocks – Lego or wooden building blocks work well. On each one identify something you could offer the customer who is visiting your

hospitality and catering establishment.

Build a tower with your blocks. Put all the ‘essential’ factors at the bottom of the tower. These are the very basic customer requirements and

services you should be offering.

Next add the ‘desirable’ factors. These are the things that could be offered to make customers happy, a little bonus that will encourage them to

feel they have had a good experience.

Balance the ‘extras’ on top. These are the things customers do not expect but are delighted to receive, the things that makes customers actually

come back rather than just say they will.

How have the expectations for these different levels changes over the years?

Where would you put something like internet availability? This changes depending on the type of client you are catering for. Young people

would expect wifi as an essential factors while the older generation may be happier having this as a desirable factor and may even be willing to

pay for it if only when they required it. Rearrange your tower for a range of different client groups and H+C provisions.

.

Next time you go out for food have a look at the menu. Identify the ways different establishments satisfy their requirements to provide dietary

information to their customers.

Nutritional information

Food allergy and intolerance information

Dietary needs.

.

As a customer you have legal rights to be protected when you buy products and services. Create a fact sheet to explain to people how they are

protected by the;

Trade descriptions act 1968

Consumer protection act 1987

Equality act 2010

Consumer rights act 2015

.

On a Jenga set write as many Hospitality and Catering providers as you can think of. Take it in turns to pull out the blocks and reading the name.

Identify how each provision meets the needs of customers for leisure, business or both!

For bonus points identify the positives and negatives of this provision on the local area for residents.

Use post it notes to write down the key points of each of the following personal safety laws. Remember to think about the law as an employer and as

an employee.

Health and Safety at Work Act.

Reporting of Injuries, Diseases and Dangerous Occurrences Regulations.

Control of Substances Hazardous to Health.

Manual Handling Operations Regulations.

Personal Protective Equipment at Work Regulations.

Create some keyword cards. Leave these blu-tacked around the house in places you can see them – by the toilet, on the fridge, above the door handle!

Make sure you read them and learn them.

Control measure

Hazard

Risk

Risk Assessment

Think about all the risks employees, customers and suppliers to the hospitality and catering business face. Complete the table to highlight the hazards

and identify the control measures. Don’t forget to assess the risk and give each section a risk level too (Low, Medium, High).

Play connect four with a revision partner. Put a placing counter next to each of the potential hazards on your list above. If you can give a valid control

measure you are allowed to play the counter into the board. If you can’t think of a control measure you forfeit your counter.

Potential hazards and risks: Control measures: (by employee, employer or manager)

Front of house employees.

Health:

Safety:

Security:

Back of house employees.

Health:

Safety:

Security:

Customers. Health:

Safety:

Security:

Suppliers. Health:

Safety:

Security:

Complete COSHH risk assessments for: cleaning products, pest control, dust from ingredients etc

COSHH Risk Assessment

Location of activity/ process:

Date: Signed:

Description of activity/ process? How often carried out

How long for

How much substance is used

Which substances is/are being used (give brand name, manufacturer and provide product safety sheet) Who is at risk?

Employee Customer Contractor Supplier

Category of danger?

Type of hazard?

Gas Fumes Vapour Mist Dust Solid Liquid Other

Exposure to which part of the body?

Lungs Eyes Skin Digestive system Other

Risks to health?

Write a diary – a day in the life of a microbe. Think about e.g. a salmonella bacteria on a piece of chicken. How does that bacteria feel as the chicken

goes through its journey from being bought at the supermarket, taken home to the point it is cooked and the story end… hopefully!

Use the cards you made about food poisoning bacteria to play Top Trumps with a revision buddy. Make sure you are reading and learning the details as

you go, so always look at the name of the bacteria and link it to the criteria you are using each turn.

Have a look around your home, garden or anywhere else you find food.

Can you find any potential sources of food ill health? This could be food that is past its best and harbouring microbes, it could be old pots and

pans that may accidentally contaminate the food, chemical causes of poisoning e.g. cleaning products or any dangerous plants or anything else.

Make a note of these dangers and what you are going to do to make sure you and your family stay safe.

Consider how these factors may relate to a hospitality and catering business. What do employees need to be careful of when they are looking

after their guests?

With your revision buddy carry out a role play of someone with a food allergy going out to eat.

What sort of questions will the customer be asking? How will the member of staff respond to these questions?

Do the role play where the staff are knowledgeable and the meal is a success with the customer leaving happily.

Now try it again where the meal is less of a success. Try to include the customer needing medical attention and how to respond to an

anaphylactic shock.

Would the role play be different if the customer has an intolerance rather than an allergy?

Design a menu. The design brief is up to you – it could be for a whole day, or a fancy 3 course meal.

Highlight the allergens within the menu.

Now adapt the menu to cater for people with specific dietary requirements. E.g. gluten free, vegetarian, nut free.

Log into You Tube and watch an episode of ‘Food Inspectors’. This is a documentary about real life EHOs. As you are watching make notes about what

the job involves and how EHOs work to support both employers, employees and customers.

Set up a game of connect four with a revision partner. Take it in turns to explain something the EHO does as part of their job. Each time you can say

something involved in the EHO role you can play a counter. If you can name a legal right the EHO has you can have a bonus counter!

Write a job description and job advert for the role of the EHO in your local area. Think about the types of businesses they would be most likely to visit

and how this would impact on the job. You can use the internet to research further details like salary and working hours to make it as real as possible.

Interview someone who works in the Hospitality and Catering industry.

Find out how the role of EHO has impacted directly on them.

Have they always had a positive experience or have they had any issues which have needed to be resolved.

How hard or easy did they find it to complete all the criteria required to get a good report.

If possible you could also interview someone involved in the Environmental Health Department and see what their view of the job is.

All food businesses have a legal duty to protect their customers and should be able to show that they have taken reasonable steps to do so. Hazard

Analysis of Critical Control Points (HACCP) is one way to ensure all food hazards have been identified and controlled. Complete the HACCP chart for an

Indian take away.

Operation stage. Potential hazards. Controls in place to prevent food poisoning.

Purchase of food.

Storage of food.

Food preparation.

Cooking of food.

Serving of food. Washing up and cleaning.

Disposal of waste.

Care of the kitchen.

Have a go at completing this form for other cooking activities. Try to think about different cooking situations e.g an all you can eat restaurant or

sandwich bar which would have very different hazards.

Gather together several different pieced of food packaging from around your house. Identify how the packaging complies with the legal requirements.

Next time you make a product design a piece of packaging to go with it. Make sure that you have all 12 pieces of information required by law. What

additional information might you also add that will

Nutrition information

Ingredients

Allergens

Quantity of ingredients

Name of the product

A description

Use by/ best before date

Net weight/ quantity

Place of origin

Cooking or usage instructions

Storage instructions

Contact details of manufacturer

Play hospitality and catering bingo next time you go out for the day.

Before you go write a list of as many different types of hospitality and catering provision that you can think of. Try to put them into a grid.

While you are out tick each one off when you see them.

You can only stop for a coffee when you have got a full line, and lunch when you get a full house!!

When you do stop for a break, try to think of the advantages and disadvantages of each provision.

Consider where you are, what sort of customers are these provisions catering for? How would this vary if you were in a different location e.g.

village, city, tourist hot spot, studentville.

Design a series of new hospitality and catering provisions.

On one colour lollipop stick write the names of a variety of hospitality and catering provisions. E.g. hotel

On a different colour write the types of customers that may use H+C provisions. E.g. family

Now pick one stick of each colour and design an H+C provision that meets both criteria. E.g. a Disney themed hotel would be suitable for

families.

Once you have got the basic design expand on it to think about the facilities you would include, the prices you would be aiming to charge, how

you would design it to meet the theme. You could also design some advertising or a website to promote your new business.

Try to put together a structured proposals for some of the new businesses you invented in the game above. You could use the current fashion for

becoming vegan to consider starting a pop up vegan food stall, consider a non-commercial venture to plug the gap in low income families requiring

support from food banks or something completely different – what do you think there is a gap in the market for around your area? Use the format

below to help you write your proposal.

Summary of proposal.

Unique selling point (USP).

Current trends in the H+C industry.

Potential customers.

Competition.

Promotion plan.

Operation of the business.

Financial plan.