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Study the extract below and answer the questions that follow - NSC Hospitality Studies - Question 5 - 2022 - Paper 1
Question 5
Study the extract below and answer the questions that follow. The Nkosi family booked their annual holiday at the NAMAT Hotel after seeing an advertisement with spe... show full transcript
Worked Solution & Example Answer:Study the extract below and answer the questions that follow - NSC Hospitality Studies - Question 5 - 2022 - Paper 1
Step 1
Determine which non-revenue-generating area was responsible for the fault on the Nkosi family booking.
Answer
The non-revenue-generating area responsible for the fault in the Nkosi family booking is the Front Office/Reception. This is where room bookings and guest check-ins are managed. Proper communication of bookings is essential to prevent situations like the Nkosi family's entry refusal.
Step 2
Explain how personnel in the non-revenue-generating area, identified in QUESTION 5.1.1, should handle the situation.
Answer
Personnel in the Front Office should immediately apologise to the Nkosi family for the inconvenience. They need to confirm the booking details and verify the payment. Providing complimentary services, such as a free meal or accommodation for one night as compensation, could enhance customer satisfaction.
Step 3
Evaluate the security guard's actions towards the Nkosi family at the gate of the hotel.
Answer
The security guard’s actions can be evaluated as follows:
- Good Practice: The security followed established protocols by not allowing unregistered guests to enter, ensuring the safety of the property and other guests.
- Poor Communication: The guard should have communicated the situation to the Front Office. Instead, he acted independently without seeking guidance.
- Resolution: The guard should have assisted the Nkosi family in rectifying the situation rather than insisting on them leaving the premises.
Step 4
Name THREE factors that might have influenced the target market of the NAMAT Hotel.
Answer
Factors influencing the target market of NAMAT Hotel include:
- Location/Demographics: The surrounding area’s population and demographics such as age, gender, and religion.
- Affordability: Economic status of potential customers impacting their ability to spend on hotel services.
- Needs and Lifestyle: Preferences and lifestyles of guests, including the type of activities they typically engage in while traveling.
Step 5
Give FOUR aspects that the NAMAT Hotel must include in the business description of their business plan.
Answer
The NAMAT Hotel should include:
- Business Address/Contact Details: Clear information on where the hotel is located and how to reach it.
- Branding/Image: The company’s public image which reflects the type and level of hospitality offered.
- Business Goals: Short, medium, and long-term objectives that outline the hotel's future strategies.
- Market Analysis: Insights on the target market they aim to serve and competitive positioning.
Step 6
Suggest THREE visual, printed marketing tools that can be used by the hotel.
Answer
The hotel can utilize the following visual, printed marketing tools:
- Brochures: Detailed flyers showcasing hotel services and amenities.
- Posters: Eye-catching designs placed in strategic locations to attract walk-ins.
- Leaflets: Informative handouts distributed locally to promote special offers.
Step 7
Briefly discuss THREE promotion strategies that could be used to attract more guests to the hotel.
Answer
To attract more guests, NAMAT Hotel could implement:
- Competitions/Giveaways: Engaging potential guests through exciting contests to win free stays or discounts.
- Special Offers: Deals such as 'stay three nights, get one free' can encourage longer stays.
- Excellent Service Reputation: Focus on quality service that drives positive reviews and word-of-mouth recommendations.
Step 8
Analyse the pop-up market with regards to:
Answer
5.4.1 (a) Strengths:
- Availability of local products which attracts attention.
- Support from the community for its charitable purpose.
(b) Opportunities:
- Potential to engage more local entrepreneurs.
- Possibility to establish recurring events post-pandemic.
Step 9
Discuss how Covid-19 has negatively impacted the pop-up market.
Answer
Covid-19 has created significant challenges:
- Restrictions led to a reduction in stalls from 100 to 50.
- Safety concerns have limited overall attendance.
- Economic uncertainty may deter vendors and customers alike from participating.