Wednesday 4 June 2014 Afternoon

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1 Wednesday 4 June 2014 Afternoon GCSE LEISURE AND TOURISM B183/01 Working in the Leisure and Tourism Industries * * Candidates answer on the Question Paper. OCR supplied materials: None Other materials required: None Duration: 1 hour 30 minutes * B * INSTRUCTIONS TO CANDIDATES Write your name, centre number and candidate number in the boxes above. Please write clearly and in capital letters. Use black ink. HB pencil may be used for graphs and diagrams only. Answer all the questions. Read each question carefully. Make sure you know what you have to do before starting your answer. Write your answer to each question in the space provided. Additional paper may be used if necessary but you must clearly show your candidate number, centre number and question number(s). Do not write in the bar codes. INFORMATION FOR CANDIDATES The number of marks is given in brackets [ ] at the end of each question or part question. The total number of marks for this paper is 80. The quality of written communication will be taken into account in marking your answer to the question marked with an asterisk (*). This document consists of 20 pages. Any blank pages are indicated. [T/501/5520] DC (LK/CGW) 73313/3 OCR is an exempt Charity Turn over

2 1 (a) (i) State two personal qualities which would be desirable in a member of air cabin crew [2] (ii) The working time for a member of air cabin crew may vary according to the airline they work for and the destinations it serves. Explain, using an example, the term working time in relation to a member of air cabin crew [2]

3 3 (b) Other than dealing with customer complaints, explain three main duties which a member of air cabin crew is likely to carry out during a scheduled flight [6] Turn over

4 (c) Most airlines have a customer complaints procedure. 4 Discuss the reasons why it is important that members of air cabin crew are familiar with the airline s customer complaints procedure.... [6]

5 2 (a) (i) A ticket seller may work part-time. 5 Explain, using an example, what working part-time means.... [2] (ii) Describe two types of training which a newly appointed ticket seller might need in order to carry out the job role effectively [6] Turn over

6 (iii) 6 Which two of the following statements apply to the working conditions of an entertainment industry ticket seller? Place a tick ( ) in the column to show which two of these statements are true. Statements about working conditions for a ticket seller Ticket sellers are always paid an annual salary A ticket seller s pay is usually based on the number of hours actually worked Ticket sellers never work unsocial hours Ticket sellers sometimes work outdoors All ticket sellers have four weeks holiday entitlement [2]

7 7 (b) Discuss reasons why it is important for ticket sellers to keep accurate sales records.... [6] Turn over

8 8 3 You work as the Facility Manager at Moreton Place Health Club. A member of staff has had an accident and you need to complete and sign the accident report form. Details of the accident are given in Fig. 1(a) below. 4 June 2014 at Incident Report One of the personal trainers, Owen Turner, was cleaning some of the equipment in the gym at the end of a training session with a client. One of the Olympic weights rolled unexpectedly from the weight rack, rolling across two of the toes on Mr Turner s left foot. Owen immediately sought attention from one of the other personal trainers in the gym, Laura Marshall, who is a qualified First Aider and who witnessed the accident. Together they removed Mr Turner s left shoe to inspect the injury to his toes. As Owen was still able to wiggle his toes without too much discomfort, it was suspected that the accident had caused nothing more than bruising to the toes. Owen, however, was advised to seek further medical attention, in case either toe was broken. Laura drove him to the local medical centre, where it was confirmed that the accident had resulted in bruising to the second and third toes on Mr Turner s left foot. Fig. 1(a) (a) Refer to Fig. 1(a). Select relevant information with which to complete the accident report form in Fig. 1(b) opposite. [12]

9 9 ACCIDENT REPORT FORM Details of person injured Surname Forenames Date and time of accident Place of accident How the accident occurred Nature of injuries Was first aid given? (Give details) Yes/No Was injured person taken to doctor, medical centre or hospital? (Give details) Yes/No Name(s) of witness(es) to the accident Signature of person reporting the accident Date Facility Manager Fig. 1(b) Turn over

10 (b) 10 Explain two reasons why a facility manager must keep an accident report record [4]

11 11 (c) As Facility Manager you regularly carry out health and safety checks at the health club. You use a copy of the following checklist to show how health and safety standards are being met at the club. For each item on the checklist, provide an example of how the health club may meet health and safety standards. Two examples have been completed for you. Health and Safety Checklist Aspect Identify potential hazards and risks for employees and customers Example List any hazards found on a routine check. Qualified First Aiders Monitor pool and spa water quality Take regular water samples. Control of Substances Hazardous to Health (CoSHH) Equipment maintenance 1: Fitness and gym equipment Equipment maintenance 2: Sports hall equipment Visitor flow (overcrowding) Cleanliness and hygiene Emergency plans [8] Turn over

12 12 4 Refer to Fig. 2(a), a job advertisement for the position of hotel receptionist, and Fig. 2(b), two applicant profiles. KENDA LODGE HOTEL Requires a full time HOTEL RECEPTIONIST. We offer you: full training and opportunities to gain nationally recognised qualifications good rates of pay uniform meals on duty friendly working environment. We need someone who is: keen to get all-round experience in hotels, especially reception duties and housekeeping well-presented and articulate flexible and hard-working committed to looking after our guests willing to work on a rota basis. Shifts are 7am-3pm or 3pm-11pm, 5 days a week, including weekends. If you are ready for a challenge and would like to find out more, call or info@kendalodgehotel.co.uk Fig. 2(a)

13 13 Applicant 1 Applicant 2 2 years experience working as receptionist in a large international hotel in Brighton 8 years experience in hotels across the UK 3 years in housekeeping and 5 years as waiter 5 GCSEs grade A C, including Maths and English Has NVQ Level 3 Customer Service NVQ Level 3 Customer Service BTEC Extended Diploma in Travel and Tourism and Welsh Baccalaureate Experienced in dealing with reception desk queries, including use of switchboard technology Has ECDL Computer Skills certificate Bilingual in English and Italian Has cash and credit card transaction experience Fig. 2(b) Turn over

14 14 (a) Outline the key differences between the two applicants and justify which candidate is most suited to the advertised post of Hotel Receptionist.... [6]

15 15 (b) There are six main stages to the customer check-out procedure in a hotel. Describe each of the following stages in the process. Hotel check-out procedure 1. Greet the customer Ask about the stay Review the bill with the guest Process payment Offer luggage assistance or transportation service Thank the customer... [6] Turn over

16 (c) Explain two reasons why hotels use check-in and check-out documents [4] Refer to Fig. 3, the Fire Safety and Evacuation Policy at the Kenda Lodge Hotel. The Hotel Receptionist will act as a Fire Marshal within the evacuation process. In the event of a fire: 1. Shout FIRE very loudly and encourage the customers to make their way out of the building safely. 2. DO NOT run or panic. 3. DO NOT stop to collect possessions. 4. Leave the building by the main entrance if it is safe to do so or the fire exit nearest to you. 5. The last person out of the room should close the door (to try and contain the fire). The last person out of reception should take the diary, hotel register and bookings record (if it is safe to do so). 6. Report to the assembly point. This is clearly marked at the far end of the car park. 7. Under no circumstances must you return to the building, unless told to do so by a member of management. 8. DO NOT try and fight the fire yourself (unless you are confident AND it is safe to do so). 9. KEEP CALM. Fig. 3

17 17 (d)* Assess the strengths of the Fire Safety and Evacuation Policy in Fig. 3 and make recommendations for its improvement.... [8] END OF QUESTION PAPER

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Monday 1 June 2015 Afternoon

Oxford Cambridge and RSA Monday 1 June 2015 Afternoon GCSE ECONOMICS A592/01 How the Economy Works *2715071236* Candidates answer on the Question Paper. OCR supplied materials: None Other materials required: