HOSPITALITY STUDIES
GRADE 12
MEMORANDUM
NATIONAL SENIOR CERTIFICATE
NOVEMBER 2016

SECTION A
QUESTION 1
1.1
MULTIPLE-CHOICE QUESTIONS
1.1.1 A√ (1)
1.1.2 C√ (1)
1.1.3 A√ (1)
1.1.4 C√ (1)
1.1.5 C√ (1)
1.1.6 D√ (1)
1.1.7 D√ (1)
1.1.8 A√ (1)
1.1.9 B√ (1)
1.1.10 B√ (1)
(10)
1.2 MATCHING ITEMS
1.2.1 B√
1.2.2 D√
1.2.3  E√
1.2.4 C√
(4)
1.3 ONE-WORD ITEMS
1.3.1 Gastroenteritis√
1.3.2 Cholera√
1.3.3 Fleurons√
1.3.4 Phyllo√
1.3.5 Kosher√ / Kasher√
1.3.6 Canapé√
1.3.7 Bombe/Baked Alaska√
1.3.8 Rigor mortis√
1.3.9 Service cloth√/ Waiters cloth√
1.3.10 Host√ / Hostess√
(10)
1.4 MATCHING ITEMS
1.4.1 G√
1.4.2 D√
1.4.3 E√
1.4.4 F√
1.4.5 B√
1.4.6C√
(6)
1.5.1 IDENTIFYING ITEMS
A√ C√ D√ G√ H √ (Any order) (5)
1.5.2 IDENTIFYING ITEMS
C√ D√ (Any order) (2)
1.5.3 IDENTIFYING ITEMS
B√ C√ F√ (Any order) (3)
TOTAL SECTION A: 40

SECTION B:
KITCHEN AND RESTAURANT OPERATIONS; HYGIENE, SAFETY AND SECURITY
QUESTION 2
2.1
2.1.1

• Healthcare workers√
• Immigrants of countries where TB is common√
• People with HIV infection√
• Malnourished children and adults√/poor immune system from the elderley√
• Drug users injecting themselves√
• People with diabetes or cancer√
• People who received incomplete TB treatment in the past√
• People living/working with TB infected persons√
• People using non ventilated areas√ (Any 3) (3)

2.1.2

• Food handlers with TB should be put on sick leave and receive treatment/stay home√
• Only go back to work seven days/ confirmation from the doctor after the onset of effective treatment√
• Avoid sneezing and coughing onto food cover your mouth √
• Use only pasteurised milk from a company with a good reputation√
• Keep food on buffet tables/in kitchens covered√
• Maintain good hygienic practices, e.g. washing hands√ (Any 2) (2)

2.1.3

• The symptoms of TB may be confused with the symptoms of other diseases. √
• Although it primarily affects the lungs / the lymph system, nervous system/ blood circulation√ there are many other symptoms:
• Fever√/chills √
• Night sweats√
• Chest pains√
• Constant coughing for more than 3 weeks√
• Coughing blood√
• Loss of appetite√ and weight loss√
• Constant tiredness√
• Dyspnoea – shortness of breath√ (Any 4) (4)

2.2
2.2.1

• Sam/The staff will not have pride in their work/ respect √
• They will not enjoy their work√
• They will not work quickly/hard/decrease speed/be less productive√
• They will not work efficiently / team work√
• They will not work neatly√
• They may work unsafely because they are nervous√
• It creates an unpleasant atmosphere for staff and guests√
• It creates unhappy staff members / negative attitude√
• Staff will resign / look for jobs elsewhere√
• Absenteeism increases√ (Any relevant answer) (3)

2.2.2

• Sam's bad mood will impact negatively on the profitability of the restaurant√
• Poor service will lead to dissatisfied customers not willing to pay√
• Loss of business/ customers will not return√
• No positive word of mouth√
• Fewer customers decrease income/profit √ (Any relevant answer) (3)

2.3
2.3.1 Internet shopping/on-line shopping/ e-procurement / telephonic order√ (Any 1) (1)
2.3.2 ONLINE SHOPPING:

• Ensure that he uses a credit card with a small limit√
• Use a secure connection, beginning with 'https'√
• Do business with a reputable organisation√
• Use a recommended/familiar website/secure web browser √
• Do not click on any hyperlink contained within a 'spam' e-mail√
• He should make sure he is on the website that he thinks he is on √
• Set the web browser to the highest level of security/notification/ anti-virus protection√
• Use the most recent version of your web browser√
• Look for the closed padlock icon – indicates detail protection √
• Read the terms and conditions properly√
• Make use of computer privacy filters√

OR TELEPHONIC ORDER:

• Check the order quantity√
• Do not give your banking details over the telephone√
• Request that the receiver repeats the order to you√
• Check that there is a correct address for delivery√
• Check for contact details for the person you are dealing with√
• Phone a reputable company√
• Confirm method of payment√
• Confirm the delivery time√ (Any other relevant answer) (4)

TOTAL SECTION B: 20

SECTION C: NUTRITION, MENU PLANNING; AND FOOD COMMODITIES
QUESTION 3
3.1
3.1.1 Rissoles are a blend of ground meat/minced meat, fish, poultry, vegetables, lentils, onions, dipped in bread crumbs, egg and seasonings√
Shaped into small balls √
Fried until brown√ (Any 2) (2)
3.1.2

(3 x 2) (6)
3.1.3

• Place the non-alcoholic drinks in an accessible spot with someone to serve them./Separate tables for drinks √
• Non-alcoholic cocktails may be served as the guests arrive, while juice, mineral water and non-alcoholic drinks can be served throughout the evening. √
• Bartending with flair can enhance the function and may add to the fun√.
• Use different Styles of glasses to serve the different types of drinks√
• Waiters must use a non-slip tray√/ special trays
• Garnish with appropriate accompaniments when serving√
• Carry the tray and move amongst the guests√
• Handle glasses by their bases if serving by hand√
• Do not overfill glasses to prevent wastage and spillage√
  (Any 4) (4)

3.1.4

• Slows down preparation√ / more time is needed√
• Have to make another plan/Other equipment can be used to prepare the pita and the bruschetta e.g. griddle pan, salamander, gas equipment. √
• The pita and the bruschetta can be bought and used as a replacement√.
• The samoosas and the rissoles are fried and therefore the availability of the oven will not have an impact on these dishes.√
• The snacks will be uncooked√
• They will spoiled which will lead to wastage of ingredients√
• Insufficient snacks√ (Any 4) (4)

3.1.5

(6)
3.1.6

1. Quiche √(1)
2. To ensure that the pastry case is thoroughly cooked √
   To help the crust to become crisp / prevents it from being soggy√
   To keep the crust from blistering √ (Any 2) (2)

3.1.7

• Cream puffs√ – Balls of 2–4 cm/round shapes filled with pastry cream or Chantilly cream. √
• Profiteroles√ – Small, sweet choux puffs filled with pastry cream or Chantilly cream √
• Éclairs√ – Log or finger-shaped choux pastry filled with pastry cream or Chantilly cream and topped with chocolate
• Croquembouche√ – A pyramid of filled cream puffs, covered with spun sugar√
• Swans√ - shell shaped puffs filled with Chantilly cream√
• Beignets√ – squares baked and dusted with icing sugar√
• Mini paris brest√:-choux pastry piped into small rings, topped with slivered almonds√
  (2 marks for names of products and 2 marks for description) (4)

3.1.8

1. R3 000
      0.5 √ = R6000√(2)
2. Gross profit = selling price – food cost
   R6000 - R3 000√ = R3 000√ (2)
3. No / It is not possible to calculate the net profit √
   Reason:
   Net profit = selling price – total cost√
   The total cost cannot be determined√/ There is missing information√
   Total cost = food cost + labour cost + overheads√
   Labour cost and overhead costs were not provided√ (Any 3)(3)

3.2
3.2.1

• High cholesterol can lead to a stroke or heart attack√
• Can contribute to high blood pressure√
• Cholesterol will be left behind in arteries/blocks arteries/cause hardening of arteries√
• Reduces blood flow√
• If blood flow is reduced the organs get damaged√ (Any 1) (1)

3.2.2

• Eat less fat, Use skim milk instead of full cream√
• Avoid or restrict the intake of processed meat, e.g. salami, Russians √
• Avoid or restrict refined carbohydrates (starch), e.g. white bread√ Offer dishes high in complex carbohydrates, e.g. brown rice√
• Limit alcohol intake√
• Incorporate fruits, vegetables√
• Fibre rich foods√ (Any 3) (3)

[40]

QUESTION 4
4.1
4.1.1

• French meringue√
• Italian meringue√ (2)

4.1.2 A coulis is puréed√, raw or cooked strawberries/fruits√
with or without sugar syrup/adjusted in flavour√ (Any 2) (2)
4.1.3 It helps to stabilise the foam√ (1)
4.1.4

• Store without the filling√
• Store in an airtight container√
• Store at room temperature/not in the fridge/cool dry place√
• Do not store near onions or strong smelling foods√
• Do not freeze Pavlova√
• Must be individually stored making a space between them to avoid breaking√ (Any 3) (3)

4.1.5

• Brush, pour or drizzle coulis over the fruit √
• Brush, pour or drizzle gelatin over the fruit √
• Brush, pour or drizzle thickened fruit juice over the fruit √
• Brush, pour or drizzle melted jam over the fruit √
• Brush, pour or drizzle or sugar syrup over the fruit √
• Fruit is continuously cooked in a high concentrated sugar syrup until it forms a glaze√ (Any 2) (2)

4.1.6

• Ovo-vegetarian√
• Lacto-ovo vegetarian/ ovo-lacto vegetarian√
• Pesco-vegetarian/ pescatarian vegetarian√
• Pollo-vegetarian√
• Pollo-pescatarian√
• Semi-vegetarian√
• Flexitarian√
• Reason: May eat eggs and fruits√
  (Any 4 vegetarians and ONE reason) (5)

4.1.7 Agar-agar√
The vegetarians may not eat gelatin because it is made from animal tissue√
Agar-agar is made from seaweed√ (Any 2) (2)
4.2
4.2.1 Gelatin leaves√ sheet gelatin√ (Any 1) (1)
4.2.2

• Gelatin was hydrated/soaked in cold water√
• Soak till very soft/liquid absorbed √
• Excess water is squeezed out√ (Any2) (2)

4.2.3 Melt the hydrated gelatin over steam/ hot water bath/ or bain-marie/Melt gelatin in the microwave for a few seconds√
Then stir into the strawberry purée /OR heated puree√ (2)

Reason:
The strawberry purée is cold/not hot enough to melt the hydrated gelatin, therefore the gelatin should be melted first√
The gelatin must be slightly cooled/not too hot when adding it to the strawberry purée√ (Any 1 reason) (3)
4.2.4 The gelatin in the strawberry purée was not thick enough or
The strawberry purée did not have the consistency of thick egg white or strawberry purée was still too runny√
when adding the foam/beaten cream and egg white√
Not folded in correctly√ (Any 2) (2)
4.3
4.3.1

• Tongue√
• Kidney√
• Oxtail√ (Any 2) (2)

4.3.2

• To brown the surface√
• To create a desirable flavour/to add flavour√
• Prevents loss of moisture√ (Any 2) (2)

4.3.3

• After searing√ flat rib is cooked in liquid√ in a covered pan √
• Placed on a bed of root vegetables/mirepoix√
• Add enough liquid/stock to cover a quarter of the flat rib√
• Put in the oven at 180 ºC / on the stove top√ (Any 3) (3)

4.3.4

• The white connective tissue/collagen bonds with water√
• Changing the connective tissue/collagen to gelatin√
• It makes the collagen more edible√
• Yellow connective tissue/elastin is not affected by moist heat and it remains chewy√ (Any 2) (2)

4.4
4.4.1 Rabbit√√ OR
Kudu√, springbok√, blesbok√, impala√, cane rats√, porcupine√
(Any 2) (2)

4.4.2

• Wood smoke contains compounds√
• that slow down/inhibit the growth of microbes√
• Slow down fat going off/It slows down the animal fat from going rancid√
• Preserves by drying/removing moisture √
• Meat does not become contaminated easily√
• Prevents enzymes from reacting with oxygen/prevents browning√
• Increases shelf life√ (Any 2) (2)

4.4.3

• Drying√
• Salting√ / Curing
• Vacuum packing√ (Any 2) (2)

[40]
TOTAL SECTION C: 80

SECTION D:
SECTORS AND CAREERS; FOOD AND BEVERAGE SERVICE
QUESTION 5
5.1
5.1.1

• The hospitality sector makes a contribution to the gross domestic product (GDP) of the economy of SA / income tax paid to governement√
• An increase in demand for the products will create jobs√
• Secondary jobs in the companies that supply products to the manufacturers, such as food outlets√
• Local income will increase√
• Multiplier effect / Income generated contributes to development and improvement of the country's infrastructure√
• Funds are provided for maintenance and responsible utilization of natural resources√
• Tourists bring valuable foreign currency into the country√
• The esteem and living standard of the community will improve√
  (Any 4) (4)

5.1.2

• Baking√
• Home industries√
• Function catering / Birthday party catering√
• Vendors√
• Meals on wheels√
• Restaurant /coffee shop√
• Tuck-shops√ (Any relevant food preparation opportunities) (3)

5.1.3 In designing the operational plan the following must be included:

• Costs for manufacturing/running the business√
• Purchasing and suppliers/merchandising√
• Who will supply their raw materials and equipment, where they are located, what their credit terms are√
• Delivery: whether they deliver or you will have to pick up your order√
• Personnel plan / staff plan √
• Stock control and storage√
• An organogram: who will be responsible for which task within your business√
• Job descriptions: a written list of tasks for every job in your company√
• Individual responsibilities: which employees will need to take responsibility for each task√ (Any 4) (4)

5.1.4

• Cover page: name of the business / name of the owner√
• Business description: objectives /goals / address / map layout/ type of business / layout of business√
• Product/service description√
• Marketing plan / strategy√
• Financial plan / budget / cash flow analysis / income statement / balance sheet / break-even analysis √
  (Any 2) (2)

5.2
5.2.1

• Guest rooms / Accommodation√
• Food and beverage/restaurant√
• Bar√
• Spa treatments√ (Any 3) (3)

5.2.2

• Human resource / manager√
• Trainers√
• Recruitment officers√
• Administrative posts/clerk/secretary √
  (Any 2) (2)

5.2.3

• Product is indicated in the advert√: accommodation, meals, spa √
• Promotion is indicated√: special packages: stay 2 nights, 3rd night free√
• Price is indicated√: R2 999, it seems more affordable than R3 000√
• Place/address of business is indicated√: 22 Avondale Road√
• People/Target market is indicated√: Parents and children√
• Packaging is not indicated√ :no brand awareness/logo√
• Presentation not indicated √– no pictures of products√ (Any 6) (6)

5.2.4

• Promotional videos √
• TV √
• Advertisements (shown in movie theatres or on video walls) √
• Digital shows√
• YouTube / video clips√
  (Any 2) (2)

5.2.5

• The security team protects guests, staff and property so that claims which may lead to huge financial losses are prevented. √
• Human resource officers oversee security staff affairs:
  such as employment, training, leave, salaries, bonuses, medical aid and problems experienced/counselling. √
• Draws up employment contracts for security staff, work schedules and rosters, codes of conduct, procedures/disciplinary actions/ settling of disputes. √
• Security people make sure that the human resource staff are secure/safe√
• Therefore these two departments work closely with one another to ensure the success of the establishment. √ (Any 4) (4)

[30]

QUESTION 6
6.1
6.1.1 On-consumption / on-site license√ (1)
6.1.2

• The applicant / their spouse should have a clean record / not imprisoned for more than 10 years√
• The applicant should not be insolvent√
• The applicant should be over the age of 18 / under age√
• Adequate guest toilet facilities for males and females must be provided on or near the premises. √
• Ordinary meals must be available on the premises during the hours that liquor is sold. √
• Liquor may be sold on any day between 10:00 and 02:00 provided that on 'closed days' liquor may only be sold to a person taking a meal on the licensed premises. √
• May only sell liquor to be consumed on the premises√.
• May not sell liquor to people under the age of 18√
• People that are already intoxicated√
• It is illegal to add any liquids, such as water, to the liquor in a bottle√ (Any 3) (3)

6.2
6.2.1 Suitable√ – it is a champagne√ , flute glass√, used for sparkling wine√
Not suitable√- the glass is shorter and is suitable for white wine√
(Any 2) (2)
6.2.2

• Unique name √: PeZulu Restaurant or any other suitable name√
• Name of wine √: Sparkling wine√
• Harvest year/Vintage√: 2015√
• Origin√: e.g. Paarl, Country: South Africa√
• Producer: Estate/Manufacturer√
• Alcohol√: e.g.13%√
• Bottle content√: 750 mℓ√
• Logo√

(Any 4 for the items on the label, 1 mark for the design of the label) (5)

6.3
6.3.1 Non-alcoholic cocktail / virgin drink√ (1)
6.3.2 Made from fruit juice or syrups / concentrate (prepared from sugar and water) √ and other flavourings, √
usually diluted with water, sodas or lemonade (Any 2) (2)
6.3.3 Very dry wine√ (1)
6.3.4 Dry wine√ (1)
6.4
6.4.1 Cloche / plate cover / butter dish√ (Any 1) (1)
6.4.2

• Wash in clean, hot, soapy water√
• Rinse in clean, hot water (± 60 °C – dries faster) √
• Air dry and polish using a clean cloth / metal cleaner√
• If water stains remain after washing, dip equipment in very hot water / steam √ for a few moments, and then polish with a clean, dry cloth√
• Use a dishcloth or a service cloth to handle the equipment/cloche after polishing to prevent fingerprints√ (Any 2) (2)

6.5

• Place similar items together on the waiter's station:
  Table numbers, menus, sugar pots, salt and pepper pots, condiments√
• Collect all linen, both clean and dirty; return the same quantities that were issued. Place soiled linen in different piles, e.g. tablecloths, serviettes, service cloths; return to the linen room. √
• Empty ashtrays into a fireproof container, and place apart from other dishes. √
• Empty coffee pots and milk jugs, wash and pack away. √
• Scrape off food debris, sort and throw away other rubbish before leaving items at the dishwashing area. √
• Place saucers and plates in neat piles, cups together, cutlery soaking in a bowl or sorted into the basket for the dishwasher√.
• Wipe clean bottles, jars and other containers used for accompaniments, check that they are closed properly and place those that must be kept chilled in the refrigerator. √
• Return all the equipment to their various storerooms. Pack away neatly according to shelf labels. √
• Bundle cutlery in groups of ten√
• Switch off electrical equipment: bain-marie, plate warmers, hot plates, refrigerated units, and urns when not in use√.
• Wipe down surfaces and wash out food containers. √
• Check that all the sideboards are completely empty√. (Any 5) (5)

6.6
6.6.1

• He should have apologised sincerely. √
• The manager should have handled the situation positively and professionally. √
• He should have been calm√, helpful√ and friendly as much possible – and try to put aside any feelings of anger, hurt or embarrassment. √
• The manager should have communicated tactfully and sensitively. √
• He should have shown understanding and willingness to resolve the matter. √
• He should not have argued with the guest, √ instead listened and paid attention. √
• The manager should have acknowledged the complaint and moved the guests to his sister B&B. √
• The manager should have had alternative measures in place, e.g. buying water for drinking and a water tank / jojo for washing. √
  (Any 4) (4)

6.6.2

• The kitchen would have been closed during water cuts for the sake of hygiene. √
• Only beverages would be served as long as clean glassware and crockery were available. √
• Productivity of staff would have decreased.√
• Profits would have decreased.√
• Will lose customers√
• Bad word of mouth√
  (Any 2) (2)

TOTAL SECTION D:60
GRAND TOTAL:200