Grade 12 · CAPS

Grade 12 Kitchen and restaurant operations

Hospitality practice questions and a worked example

Grade 12 Hospitality Studies questions on kitchen and restaurant operations come from the final NSC exam. The questions here ask you to explain how computers and point-of-sale systems help with stock control, reservations and check-in, judge customer care from a guest survey or a restaurant scenario, and criticise a waiter’s work ethics. They come from the Department of Basic Education’s Grade 12 Hospitality Studies NSC papers for November 2023, November 2024 and November 2025, each with the answer from the marking guideline.

Worked example

SECTION B: KITCHEN AND RESTAURANT OPERATIONS; HYGIENE, SAFETY AND SECURITY QUESTION 2 2.2 Guest surveys are one of the best methods of making sure that the establishment meets the guests' expectations. Study the guest survey below and answer the question that follows. TAMM RESTAURANT RESULTS FROM GUEST SURVEY: 15 NOVEMBER 2023 Quality of the food: 4 Waiting time for the meal: 1 Time it took to be seated: 4 Taking of the food order: 3 Professionalism and efficiency of staff: 3 Overall excellent service: 1 Recommendation of restaurant to friends: 1 Rating scale: 1 – Poor; 2 – Acceptable; 3 – Good; 4 – Excellent Analyse the impact that the positive and negative results may have on TAMM Restaurant and its profitability.

Answer

The feedback is good/ positive • Profitability/profit will increase • The guests will return for the food / good reviews regarding food / quality of the food is rated excellent • Guests received food/meal that was well prepared/guests willing to pay for good quality food • Taking of the food order was rated good • The guests were recognised and seated promptly/ the guests felt welcomed/ time it took to be seated was rated excellent • The serving staff created a good impression initially/ professionalism and efficiency of the staff is rated good The feedback was bad/negative • The guests reported that they will not recommend the restaurant to friends/ recommendation to friends rated poor/ compromises advertising/ publicity of the restaurant/ negative word of mouth • Guests may not return/ fewer customers/ reduces customers coming to the restaurant • Profit will be reduced/ smaller profit/less profit • Overall service was rated poor/ bad service creating a bad impression/ Customer care is compromised • The waiting time was very long/ rated poor /The restaurant did not respond in a timely manner with the service of food/ guests don’t like to wait (Any 2)

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Kitchen and restaurant operations

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SECTION A: SHORT QUESTIONS QUESTION 1 1.1.10 The hospitality sector ensures good customer care by providing …
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Explore additional Grade 12 Kitchen and restaurant operations questions.

  • 2
    SECTION B: KITCHEN AND RESTAURANT OPERATIONS; HYGIENE, SAFETY AND SECURITY QUESTION 2 Study the scenario below and answer the questions that follow. Due to load-shedding, Five-star Fish Shop has been experiencing many challenges maintaining control of their stock. On Monday, a truck from a wholesale fish company delivered 10 boxes of fish cakes. Since the computers were offline, the storekeeper had to draw up a manual stock control card and in the process incorrectly captured five boxes. COMPUTERISED STOCK CONTROL CARD Description: Haddock fish cakes 300 g | Date: 22/11/2023 | Stock received: (a) | Price per unit: R45,99 | Stock on hand: 12 | Balance: (b) 2.3.2 Briefly explain how computers are beneficial for stock control systems at Five-star Fish Shop.
  • 3
    SECTION A: SHORT QUESTIONS QUESTION 1 1.1.5 The main purpose of the opening mise-en-place in a restaurant kitchen is to …
  • 4
    SECTION A: SHORT QUESTIONS QUESTION 1 1.1.6 An action that should be prioritised in a restaurant setting when a guest expresses dissatisfaction:
  • 5
    SECTION A: SHORT QUESTIONS QUESTION 1 Give ONE term/word for the following description. 1.4.7 The professional work ethic that requires staff to be vigilant and react quickly to guests' needs

Common mistakes

  • Reading only the good ratings in a guest survey. The marking guideline gives marks for the impact of both the positive and the negative results.
  • Naming a work ethic without the reason. The marking guideline asks for each ethic with an explanation, such as dishonest because he kept the guest’s earphones.
  • Recording what was captured instead of what arrived. In the stock-card question the correct entry is the 10 boxes delivered, not the five the storekeeper captured.

More Grade 12 Hospitality topics

Aligned to CAPS Grade 12 Hospitality — Kitchen and restaurant operations. Curriculum source: CAPS for the FET Phase, Department of Basic Education.

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