HOSPITALITY STUDIES
GRADE 12
MEMORANDUM
NOVEMBER 2017
NATIONAL SENIOR CERTIFICATE

SECTION A
QUESTION 1
1.1 MULTIPLE-CHOICE QUESTIONS
1.1.1 B√
1.1.2 C√
1.1.3 A√
1.1.4 A√
1.1.5 B/C√
1.1.6 C√
1.1.7 B√
1.1.8 C√
1.1.9 A√
1.1.10 D√(10)
1.2 MATCHING ITEMS
1.2.1 D√
1.2.2 C√
1.2.3 G√
1.2.4 F√
1.2.5 B√(5)
1.3 MATCHING ITEMS
1.3.1 B√
1.3.2 F√
1.3.3 A√
1.3.4 E√
1.3.5 C√(5)
1.4 ONE-WORD ITEMS
1.4.1 Elastin√
1.4.2 Meals on wheels/ Mobile meals√
1.4.3 Agar/Agar-Agar√
1.4.4 Crudités√
1.4.5 Apple√
1.4.6 Hepatitis A/ Infective jaundice√
1.4.7 Cholesterol√
1.4.8 Fruitarian√
1.4.9 Suzette/Crepe Suzette√
1.4.10 Sterilisation/UHT√(10)
1.5 SELECTION
(any order/words accepted)
1.5.1 B/Eggs√
D/Sugar √
E/Limes√
H/Butter√(4)
1.5.2 B/Egg yolk√
D/sunflower oil√(2)
1.6 ONE-WORD ITEMS
1.6.1 Silver√
1.6.2 Gueridon√
1.6.3 Buffet√
1.6.4 Plated√ (4)
TOTAL SECTION A: 40

SECTION B: KITCHEN AND RESTAURANT OPERATIONS;
HYGIENE, SAFETY AND SECURITY
QUESTION 2
2.1
2.1.1 Watery stools/diarrhoea/runny stomach√
Nausea√
Vomiting√
Rapid dehydration/dehydration/severe water loss√
Rapid/fast heart rate√
Dry mucous membranes/dry mouth√
Muscle cramps√
Stomach/abdominal cramps√
Low blood pressure√ (Any 3) (3)
2.1.2 Lack of water and sewage treatment√
Poor sanitation at informal stalls√
People drink contaminated water/unsafe water supplies√
People eat vegetables fertilized with sewage√
People eat food/fish which has been in contact/washed with
contaminated water√
Food infected by flies sitting on food√
Food infected by persons with soiled hands√
Poor nutrition/AIDS: low immunity√
No money for vaccines√
People living with people who are already infected√ (Any 2) (2)
2.1.3 Select food that has not been contaminated√
Use properly cooked food/not raw√
Use water that is not contaminated/bottled water/boiled water/
Chemically treated (chlorine) √
Wash hands/with antiseptic soap/soap√
Cover/pre-pack food to protect from flies√
Use treated water/clean water to wash fruits and vegetables√
Sanitize/ clean stall, counter, apparatus or cloths√ (Any 3) (3)
2.1.4 Untreated people die within hours due to excessive loss of fluid
or
loss of 10- 20 litres per day(blue death)√/ dehydration√ and electrolyte imbalance√ (Any 2) (2)
2.2
2.2.1 Honesty/loyalty/trustworthy/reliable/dependability/self-control/dedicated and integrity√ - towards customer by not taking the handbag and umbrella, but reporting it√
Alertness/ punctuality√ - immediately reporting the suspicious handbag in the foyer√
Self-respect and respect for other/work well with others – respect other people's belongings/handbag and umbrella√
Responsibility – reporting the incident to ensure that guest belongings are secure and safe√
Professionalism – calmly handling the issue.
(2 marks for aspects and 2 for motivation) (4)
2.2.2

• If guests have already checked in via the PMS using the internet or smart phone their details will be electronically transferred onto the system.
• Front office clerk will enter guest's name into computer/check personal details of guest√
• Proceed to the booking that was made/confirm booking/computer retrieve reservation√
• Make a printout of registration card and let guest sign√
• Once reservation is displayed on the screen, a room is allocated/check availability of the room/check room number√
• To check the date of departure√
• To check out the front office clerk will enter the guest's name to retrieve the invoice of guest√, the guest must pay the total due on their account and sign√
• When guests check out the computer system notifies housekeeping/ other departments√ (Any 3) (3)

2.3

• The management could have decided that the level of service that they would like in their hotel should be of a high standard√
• Staff attitude/behaviour could have been different: staff friendly, helpful/willingness and competent√
• Well-trained staff/efficient/quick/ productive: therefore clients are willing to pay for good service √
• Quality of food and beverages and the service of it: The price of dishes/services could have been linked to quality/professional execution√
• Individuals/employees differ: the hotel could have hired passionate/positive staff/motivated workers√
• Good / teamwork √
• The good service can give a lasting impression/good word of mouth√
• Experienced staff√
  (Any 3) (3)

TOTAL SECTION B: 20

SECTION C: NUTRITION, MENU PLANNING AND FOOD COMMODITIES
QUESTION 3
3.1
3.1.1 Small, savoury, bite-sized finger food√ served at a cocktail party√ or as a starter√ to stimulate the diner's appetite√
/appetisers/beginning or start of the meal√ (2)
3.1.2 Kidney beans/(Mexican bean pot)√
Lentils/(lentil soup)√ (2)
3.1.3 Not suitable√
The menu is an a la Carte menu;/ a table d'hôte menu is used for a banquet√
A banquet requires a pre-selected menu/dishes by the host/this menu was not determined in advance√
This menu has too many choices of dishes for guests√
Banquet menu should have smaller dishes/dishes too filling – can't have 'dish of the day' and 'from the grill' as two follow-up courses for a banquet√
Courses/dishes do not complement each other; repetition of chicken and beef√
Dishes should not be priced individually for a banquet as host pays one price for the meal√
Food should be served quickly at a banquet – this menu will take time to serve√
Dishes should be prepared beforehand to be ready at a certain time/these dishes will take time to prepare and guests will have to wait which is not suitable for a banquet√ (Any 4) (4)
3.2

(10)
3.3 Baklava/poached pears in red grape juice√
Jews cannot consume any dairy products after eating meat; both these desserts do not contain dairy√ (Any 2) (2)
3.4
3.4.1

(6)
(The correct steak must be selected for marks to allocated in column 2 and 3)
3.4.2

• Natural enzymes break down muscle fibres during maturing√
• Meat is tender√
• More flavour√
• Meat is more succulent√ (Any 2) (2)

3.5
3.5.1 Tropical fruit bombe√ (1)
3.5.2 Saratoga chops√ (1)
3.6
3.6.1 Food cost/Ingredients√
Overheads/ (or the example: electricity, water, rent, telephone)√
Labour√
Profit√ (Any 3) (3)
3.6.2 R85√ – R20√
= R65√ (3)
3.7
3.7.1 Drying√ (1)
3.7.2 Salt/vinegar √ (1)
3.7.3 Makes water unavailable for microbial growth/prevents growth of microbes√
Inhibits enzyme action√
Bacteria√ cannot thrive in a salty√ or acidic environment√
(Any 2) (2)
[40]

QUESTION 4
4.1
4.1.1 Short crust/pâte sucrèe√ (1)
4.1.2 Rich√
Not flaky√
Light/golden brown colour√
Crisp√
Soft/fine crumbs√
Texture not gummy or tough√ (Any 4) (4)
4.1.3 To keep the crust from blistering√
To ensure that pastry cases cook thoroughly/to prevent a soggy bottom√
To help the crust to become crisp√
When the crème pâtissiér/filling used, is already cooked√ (Any 3) (3)
4.1.4 It will be runny/custard won't hold shape√
The starch won't gelatinize properly√
Egg protein didn't coagulate√
There may be a raw starchy taste √ (Any 2) (2)
4.1.5 Turnovers/croissants√ (1)
4.1.6 Jam√
Cooked fruit e.g. apple/pears/canned (tinned)/compote/glazed√
Pastry cream/Custard√
Frangipane√
Sweetened Cream cheese√
Caramel√
Nutella/almond spread√
Chocolate√
(Any relevant 2) (2)
4.2
4.2.1 Éclairs/Chocolate éclairs√ (1)
4.2.2 Steam√ (1)
4.2.3
Crisp√
Hollow/well puffed√
Dry inside√
Light in weight√
Light/golden brown in colour√
Evenly sized/similar size√
(Any 3) (3)
4.2.4

1. To prevent evaporation that will result in too little steam/change the ratio of the ingredients/ will have a small volume/prevents rising/oily product√√(2)
2. Allow for enough steam in order to allow the dough to rise/form a hollow√√ (2)
3. To ensure that the pastry dries out completely/ well-cooked/ to keep shape √√ OR to prevent burning√√ (2)

4.3
4.3.1 Cocktail function or finger lunch√ (1)
4.3.2 Finger foods should be bite sized/ small/easy to handle/eaten by hand√
They must be visually attractive and colourful/presentable/well garnished√
They must be tasty and well-seasoned√
They must include a variety of flavours/ don’t repeat same food/ sweet and savoury√
Ingredients should be easily recognised √
Food should be properly prepared/cooked thoroughly√
Made of high quality ingredients√
Variety of textures√
Personal and kitchen hygiene is essential√
Variation of temperature e.g. hot and cold√
Enough or sufficient quantity of food√
(Any 4) (4)
4.3.3 Stuffed eggs√
Cheese rissoles√
Crumbed mushrooms√
Fish goujounette√
Grilled pork brochette√
Aubergine fritters √
Bacon wrapped chicken livers√
Fruit kebabs√ (Any 2) (2)
4.4
4.4.1 Cold dessert√ (1)
4.4.2

1. Too much sugar will weaken the gel/not holding shape/not set properly√ and retard the setting process or cause the gel to take longer to set√(2)
2. Too much acid will weaken the gel/softer jelly√/melt more easily/not set properly√(2)
3. Raw pineapple contains an enzyme bromelin√ will prevent the setting of the jelly/enzymes break down gelatin√(2)

4.5 Sherbet: is prepared using dairy product and/or egg/a flavoured sweet effervescent powder made off icing sugar and citric acid √
Sorbet: is prepared without dairy product and/or egg yolk/prepared with fruit juice and sugar stock√ (2)
[40]
TOTAL SECTION C: 80

SECTION D: FOOD AND BEVERAGE SERVICE
QUESTION 5
5.1
5.1.1

1. Security guard/parking attendant√ (1)
2. IT person/Computer person/Marketing manager√ (1)
3. Night auditor√ (1)

5.1.2 Laundry√
Laundry service e.g. washing and ironing may be offered to guests and guests pay per item – generating income√
Washing and cleaning of establishment's linen such as bed linen doesn't generate income√ (3)
5.1.3 Front office/24 hour reception/reception√
Free DSTV and Wi-Fi√
Swimming pool√
Air-conditioning√ (Any relevant 2) (2)
5.2.
5.2.1 Gross Domestic Product√ (1)
5.2.2 They bring in revenue/money by delivering goods/food√ and services√ (2)
5.3 Name of the Hotel/Mayfair Hotel√
Address/28 Smith street, Cape Town√
Contact details/ 021 488 2888
Goal/ Striving to service excellence, Proudly South African√
Logo/ √
Form of business/Private owner√ (Any 4) (4)
5.4 Good√
Name of hotel is indicated/Mayfair hotel√
Big lettering/easy to read√
Short description of product/services√
Logo/slogan indicated√
Contact details are provided/ telephone number/e-mail address√
Simple language is used/easy to understand√
Free of spelling mistakes√
Bad√ - because no prices provided√ (Any relevant 4) (4)
5.5
5.5.1 Website/internet√
E-mail√
Telephonic/tele-sales√
(Any 1) (1)
5.5.2 Target market can be reached immediately√
Advertiser can approach customers individually by telephone or e-mail√
Can reach a very wide and varied audience√
Internet/website: Information could be updated regularly√
Internet/website: People can get a lot of information and read reviews√
Telephone: people can be very convincing√
Saving costs e.g. paper and ink/green environment√
(Any 2) (2)
5.6
5.6.1 Threats:
Street parking√/cars can get stolen during the day and night/ hijacking √
Swimming pool√/ people can drown√
CBD√/ Noisy/subject to robberies/bomb threats/fire√
24 hour reception√/ dangerous at night√
Competition√/ other hotels in the area√
(Any 3) (3)
5.6.2 Opportunity:

• K Naidoo can expand the business – more hotels/ build more rooms√
• Can host matric farewells/weddings/entertainment√
• Day care for children- parents attend spa√
• Gift shop√
• Beverage stands√
  (Any 3 relevant answers) (3)

5.7 To see to maintenance/repairs any time of day or night e.g. TV, plumbing, electricity, air-conditioning √
Routine maintenance e.g. gardening, painting, washing carpets√
Waste management and recycling also forms part of maintenance√
Maintenance and cleaning of swimming pool √
(Any 2 relevant answers) (2)
[30]

QUESTION 6
6.1
6.1.1 Natural√, still√, red√ (Any 2) (2)
6.1.2 Wine and spirit board authenticity seal√
It means that the wine is certified√
May provide information such as cultivar√
An official guarantee that what is stated on the bottle in terms of origin, cultivars and vintage is factually correct/not fake√
(Any 2) (2)
6.1.3 15 – 20°C/ European room temperature/room temperature√ (1)
6.1.4 Correct√
Red wine glass should be half filled√ (2)
6.1.5 Any suitable dish made from the following:
Beef√
Lamb√
Game√
Red meat√
Cheese dishes√
Soya dishes/Bean/legume dishes√
Pasta with protein/Lasagne√ (Any 2) (2)
6.2 People who has in the preceding 10 years been sentenced to imprisonment for any offence/criminal record, without the option of a fine√
People who are un-rehabilitated insolvent√
Minors on the date of consideration (under 18)√
Husband or wife of any of above persons√
School boards/school restaurants√
(Any 3) (3)
6.3

(4)
6.4 After the main course; before the dessert√
Remove all items not required from the table√
Use a side plate and a service cloth/serviette/special dust pan and a brush/electronic brush√
Hold a side plate on the flat of your left hand √
Hold a folded service cloth in right hand/between a spoon and fork√
Start on right of host√
Stand between two guests and brush halfway from both guests√
Brush down on side plate using service cloth√
Brush down from the left side of the guest√
Pull down dessert cutlery√
Continue anti-clockwise√(clock-wise)
Ending with host/hostess√
(Any 4) (4)
6.5
6.5.1 Chafing dish√ (1)
6.5.2 To keep food warm during serving√
Serving warm food on a buffet table√ (Any 1) (1)
6.6
6.6.1 Yes or no√
The type of flowers match the formal function√
Flower arrangement doesn't hamper the vision of the guests√
Flower arrangement blends with the rest of the décor√
Enough space between tables and chairs to move around√
Napkins are folded plain but neat/not too much handling√
Napkins create 'colour'/contrast and height√
Table decorations are neat/tidy and attractive√
Chair covers are suitable and harmonize with the table cloths √
No table numbers visible/tables not numbered√
No name cards for guests visible√
No cruet set/salt and pepper on the table√
No menus on the table√
(Any 4) (4)
6.6.2 Apologise to the guest for the inconvenience√
Take the plate back to the kitchen√
Serve the correct steak on a clean plate/waiters tell the chef to make another steak√
Don't argue with the guest√
Control your emotions: don't get angry/be calm, polite, helpful√
Listen and pay attention to the guest√
Maintain eye contact and positive body language√
Show understanding and willingness to resolve the matter√
Never place blame on yourself or chef in the kitchen√
Don't promise something you can't provide/offer a complimentary drink with permission√
If you can't handle the situation, call the maître d' or manager√
Handle the guest in a positive and professional manner√
Ask the guest to select another steak/dish from the menu. √
(Any 4) (4)
[30]

TOTAL SECTION D: 60
GRAND TOTAL: 200