Applied Management N5 — Document
November 2020 — N5 — Applied Management
N5
2020
Nated Hospitality
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Q1— Section header —
1.1Give ONE term for each of the following descriptions by w rit ing it next to the question number (
1.1.1
1.1.5\n the ANSWER BOOK.
1.1.1cheme designed to improve standard of service, quality, professionalism and hospitality for the benefit of all South Africans
1.1.2Ability to behave appropriately towards others in different situations
1.1.3elf discipline enabl ing one to act professional ly and pleasant ly
1.1.4Correct w ay of standing and walking
1.1.5rt of conducting negotiations between people (5 1\ (5
1.2State what is included in each of the following reception terms
1.2.1 Continental plan
1.2.2European plan
1.2.3American plan
1.2.4Modified American plan
1.2.5R & B (5 10
1.3Indicate whether the following statements are TRUE or FALSE by writing only rue or
1.3.5\in the ANSWER BOOK.
1.3.1 All details of bookings and cancellations are stored alphabetically in filing cabinets.
1.3.2Overseas guests are normally asked to complete a supplementary orm for aliens for additional information.
1.3.3The three sides of a triangle are used on a bed sheet.
1.3.4n alphabetical arrival list is prepared a day in advance showing all guests due to arrive the following day , the length of stay and any special requirements.
1.3.5A hotel has the right to retain a guest s luggage until the person's bill is settled. (5 1\
1.4Study th e extract of a hotel brochure and choose relevant service image that would appeal to each of the types of guests below. Write only
1.410 \n the ANSWER BOOK. A B C D E F G H I J K L M N O
1.4.1 uest with mobility challenges (2\
1.4.2Guests leading an active lifestyle (3\
1.4.3Guests on a breakaway weekend to attend a show after sundowners at the hotel (2\
1.4.4International backpackers (2\
1.4.5Business person need ing to correspond with head office (2\
1.4.6Parents with teenage children (2\
1.4.7Conference goers (2\
1.4.8Bri dal party preparing for a wedding at the hotel (3\
1.4.9Guests using own transport (1\
1.4.10Someone who is allergic to pet hair (1\ 4090605
1.5Complete the organisational diagram below by w rit ing only the missing word next to the question number (1.5.1
1.5.10
1.5.6Manager
1.5.7Maintenance
1.5.9Accommodation Manager
1.5.104090605 Copyright reserved Please turn over SECTION B
Q2— Section header —
2.2
2.3Discuss the implications of the liquor laws and regulations in South Africa regarding each of the following:
2.3.1Access to premises (5\
2.3.2Closed days (2\
2.3.3Premises (3\ 2. You have to design a price list.
2.4.1State the information that must be included in the price display notice. (4\
Q2— Section header —
2.5Explain FIVE ways to safeguard hotel premises (10 2.
2.6.1Name TREE cash receiving departments in a hotel. (3\
2.6.2Explain, step by step, the correct procedure that must be followed by the receptionist when money is paid in from another sales point. (5\ [50]50
Q3— Section header —
3.1receptionist appearance and personal hygiene are of the utmost importanc
3.1.1Bad body odour
3.1.2Hair
3.1.3Uniform
3.1.4Hands
3.1.5
3.2Identify TWO different categories of liquor licences and give ONE example of each. (2 2\ (4\
3.3Explain FIVE reception duties that have to be carried out during the morning shift. 2\ (10
3.4Choose a term from COLUMN B that matches a description in COLUMN A. Write only the letter (A H\ next to the question number (3.4.1
3.4.8\in the ANSWER BOOK. COLUMN A COLUMN B 3. .1
3.4.8nables a hotel to be certain it is full, without the risk of having to charge guests for nonarrival Often offered to regular customers Usually offered to travel agents or companies who deal regularly with
3.5
3.6guest could settle his/her bill by using the ledger account Name EIGHT other ways a bill could be settled.
3.7State FOUR checks that should be done when a guest uses the ledger account as payment method. (4\ [50]50
Q4— Section header —
4.1.1Conditions of participation
4.1.2
4.2Mrs B Zana would like you to keep her valuables in the hotel safe. She is staying for two nights, sharing from 3 September 2020 and her room number is 133. She requests that you keep her wallet, which contains R45 000 cash.
4.3List SIX basic behaviour rules management expect reception staff to follow (6\
4.4Discuss the abular edger as method o recording charges in a hotel
4.4.1Definition (2\
4.4.2Related records/ ocuments (3\
4.4.3Purpose (3\
4.4.4
4.5
4.6State SEVEN conditions when payment is made using traveller's cheque
Q4— Section header —
Topics Identified
2
LeadershipBusiness Plan
Mark Allocation
Total200 marks
Sections50 + 50 + 50 + 50 = 200 marks
Paper information
TitleDocument
SubjectApplied Management
LevelN5
Document typeQuestion paper
Year2020
MonthNovember
Pages10
Downloads5
Examination context
Decade2020s
Years ago6y
SeasonSpring (SH)
Start daySunday
Exam periodNovember 2020
Days since exam2,171
About Applied Management examination preparation
This TVET examination resource can be used as part of a structured revision programme. Past papers are most useful when learners attempt questions independently, work within a realistic time limit, and review their answers afterwards.
How to use this resource for revision
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A practical revision approach
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