NIOS Class 12 October 2024 Question Paper Hotel Front Office Operations

This Question Paper consists of 4 questions and 5 printed pages.
ß‚ ¬˝‡Ÿ-¬òÊ ◊¥ 4 ¬˝‡Ÿ ÃÕÊ 5 ◊ÈÁŒ˝Ã ¬Îc∆U „Ò¥–
Roll No. Code No.
•ŸÈ∑˝§◊Ê¥∑§ ∑§Ê«U Ÿ¥.
68/ACV/O
SET/‚ ≈ A
HOTEL FRONT OFFICE OPERATIONS
„Ê≈U‹ Sflʪà ∑§Êÿʸ‹ÿ ‚¥øÊ‹Ÿ
(360)
Day and Date of Examination :
(¬⁄UˡÊÊ ∑§Ê ÁŒŸ fl ÁŒŸÊ¥∑§)
Signature of Invigilators :
(ÁŸ⁄UˡÊ∑§Ê¥ ∑§ „SÃÊˇÊ⁄U) 1.

2.

General Instructions :
1. Candidate must write his/her Roll Number on the first page of the Question Paper.
2. Please check the Question Paper to verify that the total pages and total number of questions
contained in the Question Paper are the same as those printed on the top of the first page. Also
check to see that the questions are in sequential order.
3. For the Objective type of questions, you have to choose any one of the four alternatives given in the
question, i.e. (A), (B), (C) or (D) and indicate your correct answer in the Answer-Book given to you.
4. Making any identification mark in the Answer-Book or writing Roll Number anywhere other than
the specified places will lead to disqualification of the candidate.
5. Answers for all questions, including Matching, True or False, Fill in the blanks, etc., are to be given
in the Answer-Book only.
6. Write your Question Paper Code No. 68/ACV/O-A on the Answer-Book.
7. In case of any doubt or confusion in the question paper, the English Version will prevail.
‚Ê◊Êãÿ •ŸÈŒ‡Ê —
1. ¬⁄UˡÊÊÕ˸ ¬˝‡Ÿ-¬òÊ ∑§ §¬„‹ ¬Îc∆U ¬⁄U •¬ŸÊ •ŸÈ∑˝§◊Ê¥∑§ •fl‡ÿU Á‹π¥–
2. ∑Χ¬ÿÊ ¬˝‡Ÿ-¬òÊ ∑§Ê ¡ÊÚ°ø ‹¥ Á∑§ ¬˝‡Ÿ-¬òÊ ∑§ ∑ȧ‹ ¬Îc∆UÊ¥ ÃÕÊ ¬˝‡ŸÊ¥ ∑§Ë ©ÃŸË „Ë ‚¥ÅUÿÊ „Ò Á¡ÃŸË ¬˝Õ◊ ¬Îc∆ ∑ §‚’‚ ™§¬⁄U
¿U¬Ë „Ò– ß‚ ’Êà ∑§Ë ¡ÊÚ°ø ÷Ë ∑§⁄U ‹¥ Á∑§ ¬˝‡Ÿ ∑˝ Á◊∑§ UM§¬ ◊¥ „Ò¥–
3. § flSÃÈÁŸc∆U ¬˝‡ŸÊ¥ ∑§ Á‹∞ •Ê¬∑§Ê ¬˝‡Ÿ ∑§ (A), (B), (C) •ÕflÊ (D) øÊ⁄UÊ¥ Áfl∑§À¬Ê¥ ◊¥ ‚ ∑§Ê߸ ∞∑§ ‚„Ë ©ûÊ⁄U øÈŸŸÊ „Ò ÃÕÊ
•¬Ÿ ‚„Ë ©ûÊ⁄U ∑§Ê •Ê¬∑§Ê-¬ÈÁSÃ∑§Ê ◊¥ Á‹πŸÊ „Ò–
4. § ©ûÊ⁄U-¬ÈÁSUÃ∑§Ê ◊¥ ¬„øÊŸ-Áøq ’ŸÊŸ •ÕflÊ ÁŸÁŒ¸c≈U SÕÊŸÊ¥ ∑§§•ÁÃÁ⁄UÄà ∑§„Ë¥ ÷Ë •ŸÈ∑˝§◊Ê¥∑§ Á‹πŸ ¬⁄U ¬⁄UˡÊÊÕ˸ ∑§Ê •ÿÊÇÿ
∆U„⁄UÊÿÊ ¡ÊÿªÊ–
5. Á◊‹ÊŸ ∑§⁄UŸÊ, ‚„Ë •ÕflÊ $ª‹Ã, Á⁄UÄà SÕÊŸ ÷⁄UŸÊ, •ÊÁŒ ‚Á„à ‚÷Ë ¬˝‡ŸÊ¥ ∑§ ©ûÊ⁄U, ©ûÊ⁄U-¬ÈÁSÃ∑§Ê ◊¥ „Ë Á‹π¥–
6. •¬ŸË ©ûÊ⁄U-¬ÈÁSUÃ∑§Ê ¬⁄U ¬˝‡Ÿ-¬òÊ ∑§Ê ∑§Ê«U Ÿ¥. 68/ACV/O-A Á‹π¥–
7. ¬˝‡Ÿ¬òÊ ◊¥ Á∑§‚Ë ÷Ë ¬˝∑§Ê⁄U ∑§ ‚¥Œ„ •ÕflÊ ŒÈÁflœÊ ∑§Ë ÁSÕÁà ◊¥ •¥ª˝¡Ë •ŸÈflÊŒ „Ë ◊Êãÿ „ÊªÊ–

68/ACV/O-360-A ] 1 [ Contd...

HOTEL FRONT OFFICE OPERATIONS
„Ê≈U‹ Sflʪà ∑§Êÿʸ‹ÿ ‚¥øÊ‹Ÿ
(360)
Time : 2 Hours ] [ Maximum Marks : 40
‚◊ÿ — 2 ÉÊá≈U ] [ ¬ÍáÊÊZ∑§ — 40
Note : (i) All questions are compulsory.
(ii) Marks are given against each question.
ÁŸŒ¸‡Ê — (i) ‚÷Ë ¬˝‡Ÿ •ÁŸflÊÿ¸ „Ò¥–
(ii) ¬˝àÿ∑§ ¬˝‡Ÿ ∑§ •¥∑§ ©‚ ¬˝‡Ÿ ∑§ ‚Ê◊Ÿ ÁŒ∞ ª∞ „Ò¥–

(1) Answers of all questions are to be given in the Answer-Book given to you.
‚÷Ë ¬˝‡ŸÊ¥ ∑§ ©ûÊ⁄U •Ê¬∑§Ê ŒË ªß¸ ©ûÊ⁄U-¬ÈÁSÃ∑§Ê ◊¥ „Ë Á‹π¥–
(2) 15 minutes time has been allotted to read this question paper. The question paper will be
distributed at 2:15 p.m. From 2:15 p.m. to 2:30 p.m., the students will read the question paper
only and will not write any answer on the Answer-Book during this period.
ß‚ ¬˝‡Ÿ-¬òÊ ∑§Ê ¬…∏Ÿ ∑§ Á‹∞ 15 Á◊Ÿ≈U ∑§Ê ‚◊ÿ ÁŒÿÊ ªÿÊ „Ò– ¬˝‡Ÿ-¬òÊ ∑§Ê ÁflÃ⁄UáÊ ŒÊ¬„⁄U ◊¥ 2:15 ’¡ Á∑§ÿÊ ¡Ê∞ªÊ–
ŒÊ¬„⁄U 2:15 ’¡ ‚ 2:30 ’¡ Ã∑§ ¿UÊòÊ ∑§fl‹ ¬˝‡Ÿ-¬òÊ ∑§Ê ¬…∏¥ª •ÊÒ⁄U ß‚ •flÁœ ∑§ ŒÊÒ⁄UÊŸ fl ©ûÊ⁄U-¬ÈÁSÃ∑§Ê ¬⁄U ∑§Ê߸
©ûÊ⁄U Ÿ„Ë¥ Á‹π¥ª–

All questions are compulsory and carry marks as indicated against each question.
‚÷Ë ¬˝‡Ÿ •ÁŸflÊÿ¸ „Ò¥ •ÊÒ⁄U ¬˝àÿ∑§ ¬˝‡Ÿ ∑§ •¥∑§ ©‚∑§ ¬˝‡Ÿ ∑§ ‚Ê◊Ÿ ÁŒ∞ ª∞ „Ò¥–

1. Fill in the blanks and write the correct answer in your answer-book : 1x10=10
Á⁄UÄà SÕÊŸÊ¥ ∑§Ë ¬ÍÁø ∑§⁄¥U ∞fl¥ ‚„Ë ©ûÊ⁄U ©ûÊ⁄U-¬ÈÁSÃ∑§Ê ◊¥ Á‹π¥ —
(a) __________ plans consists of room rent+continental breakfast. 1
__________ÿÊ¡ŸÊ•Ê¥ ◊¥ ∑§ˇÊ Œ⁄U+ÁmÃËÿ∑§ ŸÊ‡ÃÊ ‚ê◊Á‹Ã „ÊÃÊ „Ò–

(b) Telephone department is headed by an assistant manager who may also be known as 1
the __________ manager.
≈U‹Ë»§ÊŸ Áfl÷ʪ ∑§Ë •äÿˇÊÃÊ ‚„Êÿ∑§ ¬˝’ãœ∑§ mÊ⁄UÊ ∑§Ë ¡ÊÃË „Ò Á¡‚ __________◊ÒŸ¡⁄U ÷Ë ∑§„Ê ¡ÊÃÊ „Ò–

(c) __________ __________ manager is the team leader or the head of the front office in 1
hotels.
__________ __________◊ÒŸ¡⁄U •¬Ÿ ≈UË◊ ∑§Ê ŸÃÎàfl ∑§⁄UÃÊ „Ò ÿÊ „Ê≈U‹ ◊¥ »˝¥§≈U •ÊÚÁ»§‚ ∑§Ê ŸÃÊ „ÊÃÊ „Ò–U

(d) The racks in which the reservation slip is kept are known as __________ racks. 1
⁄Ò∑§Ê¥ Á¡‚◊¥ •Ê⁄UˇÊáÊ ¬ø˸ ⁄Uπ ¡ÊÃ „Ò¥ ©‚ __________ ⁄ÒU∑§ ∑§„Ê ¡ÊÃÊ „Ò–

68/ACV/O-360-A ] 2 [ Contd...

(e) The guest is __________ on his bills if he is suspected to steal any hotel object. 1
ÿÁŒ Á∑§‚Ë ª˝Ê„∑§ ¬⁄U „Ê≈U‹ ‚ Á∑§‚Ë øË¡ ∑§Ë øÊ⁄UË ∑§Ê •ŸŒ‡ÊÊ „ÊÃÊ „Ò ÃÊ ©‚∑§Ë __________ ª˝Ê„∑§ ∑§
Á’‹ ¬⁄U ‹ªÊ ÁŒÿÊ ¡ÊÃÊ „Ò–

(f) A guest with less or no baggage are usually referred as __________ baggage guest. 1
∞‚ •ÁÃÁÕ Á¡Ÿ∑§ ¬Ê‚ ∑§◊ ‚Ê◊ÊŸ „ÊÃÊ „Ò ÿÊ ‚Ê◊ÊŸ „Ë Ÿ„Ë¥ „ÊÃÊ ©‚ __________ ‚Ê◊ÊŸ •ÁÃÁÕ ∑§„Ã
„Ò–¥

(g) Filling in the details of registration cards before the guest arrives is known as __________. 1
•ÁÃÁÕ ∑§ •ÊŸ ‚ ¬„‹ ¬¥¡Ë∑§⁄UáÊ ∑§Ê«¸U ∑§Ë ¡ÊŸ∑§ÊÁ⁄UÿÊ¥ ∑§Ê ÷⁄UŸÊ __________ ‚ ¡ÊŸÊ ¡ÊÃÊ „Ò–

(h) Occupancy is calculated by the number of occupied rooms __________ by total number 1
of available rooms in the hotel multiplied by 100.
∑§◊⁄UÊ¥ ∑§Ë ÷Ã˸ ∑§Ë ªáÊŸÊ ÷⁄U „Èÿ ∑§◊⁄Ê¥ ∑§Ë ‚¥ÅÿÊ ∑§Ê ∑ȧ‹ ©¬‹éœ ∑§◊⁄UÊ¥ ∑§Ë ‚¥ÅÿÊ ‚__________ Œ∑§⁄U
•ÊÒ⁄U 100 ‚ ªÈáÊÊ ∑§⁄U∑§ ¬˝Êåà Á∑§ÿÊ ¡ÊÃÊ „Ò–

(i) A room which is not sold in a day is called a __________ room. 1
∞∑§ ∑§◊⁄UÊ ¡Ê Ÿ„Ë¥ Á’∑§ ¬ÊÃÊ ©‚ __________ ∑§◊⁄UÊ ∑§„Ã „Ò¥–

(j) The list of guests arriving on a particular day is referred to as _________ list. 1
Á∑§‚Ë ÁflÁ‡Êc≈U ÁŒŸ ◊¥ •ÁÃÁÕÿÊ¥ ∑§ •ÊŸ ∑§Ë ‚ÍøË ∑§Ê _________ ‚ÍøË ∑§„Ê ¡ÊÃÊ „Ò–

2. State in your answer book whether the following statements are True or False. ½x20=10
•¬Ÿ ©ûÊ⁄ ¬ÈÁSÃ∑§Ê ◊¥ Á‹π¥ Á∑§ ÄÿÊ ÁŸêŸÁ‹Áπà ∑§ÕŸ ‚„Ë „Ò ÿÊ ª‹Ã–
(a) A bathroom mirror broken by guest will be charged to his bills. ½
•ÁÃÁÕ ∑§ mÊ⁄UÊ ÃÊ«∏Ê ªÿÊ ’ÊÕL§◊ ∑§Ê ‡ÊˇÊÊ ©‚∑§ Á’‹ ◊¥ ‡ÊÊÁ◊‹ Á∑§ÿÊ ¡ÊÿªÊ–

(b) Reception is not a part of the front office. ½
Sflʪà ¬≈U‹ »˝¥§≈U •ÊÚÁ»§‚ ∑§Ê Á„S‚Ê Ÿ„Ë¥ „Ò–

(c) Hotels do not have any fixed check in or check out time. ½
„Ê≈U‹Ê¥ ◊¥ ∑§Ê߸ ÁŸÁ‡øà ø∑§-ߟ ÿÊ ø∑§-•Ê©≈U ‚◊ÿ Ÿ„Ë¥ „ÊÃÊ–

(d) A guest with confirmed reservation is called a no-show guest. ½
•ÁÃÁÕ Á¡‚∑§ ¬Ê‚ ‚ÈÁŸÁ‡øà •Ê⁄UˇÊáÊ „ÊÃÊ „Ò ©‚ ŸÊ-‡ÊÊ •ÁÃÁÕ ∑§„Ê ¡ÊÃÊ „Ò–

(e) Guest history card is opened for some guests only. ½
•ÁÃÁÕ éÿÊÒ⁄UÊ Á⁄U∑§Ê«¸ ∑§fl‹ ∑ȧ¿U „Ë •ÁÃÁÕÿÊ¥ ∑§Ê ’ŸÊÿÊ ¡ÊÃÊ „Ò–

(f) Generally, the message slip is maintained in duplicate. ½
•Áœ∑§Ê¥‡Ê× ‚¥Œ‡Ê ‚ÍøË ŒÊ„⁄UË ’ŸÊ߸ ¡ÊÃË „Ò–

68/ACV/O-360-A ] 3 [ Contd...

(g) C-form is filled by only foreign guests. ½
‚Ë-»§ÊÚ◊¸ ∑§fl‹ ÁflŒ‡ÊË •ÁÃÁÕÿÊ¥ mÊ⁄UÊ ÷⁄UÊ ¡ÊÃÊ „Ò–

(h) It is not important to be physically fit to work in front office. ½
»˝¥§≈U •ÊÚÁ»§‚ ◊¥ ∑§Ê◊ ∑§⁄UŸ ∑§ Á‹ÿ ‡ÊÊ⁄UËÁ⁄U∑§ M§¬ ‚ SflSÕ „ÊŸÊ ¡M§⁄UË Ÿ„Ë¥ „Ò–

(i) Cancellation of reservation is not allowed in hotels. ½
„Ê≈U‹Ê¥ ◊¥ •Ê⁄UˇÊáÊ ∑§Ê ⁄Ug ∑§⁄UŸ ∑§Ë •ŸÈ◊Áà Ÿ„Ë¥ „Ò–

(j) A room with two separate beds is called a twin room. ½
ŒÊ ¬ÎÕ∑˜§ ∞∑§‹ ’Ò«UÊ¥ flÊ‹ ∑§ˇÊ ∑§Ê ÿÈÇ◊ ∑§ˇÊ ∑§„Ã „Ò¥–

(k) The night auditor posts all the unposted vouchers. ½
⁄UÊÁòÊ ¬⁄UˡÊ∑§ ÿÕÊSÕÊŸ ¬˝Áflc≈U Ÿ Á∑§ÿ ªÿ flÊ©ø⁄UÊ¥ ∑§Ê Œ¡¸ ∑§⁄UÃÊ „Ò–

(l) Room count is the total number of rooms occupied in a day. ½
∑§ˇÊ ªáÊŸÊ ∞∑§ ÁŒŸ ◊¥ ÷⁄U „Èÿ ∑§◊⁄UÊ¥ ∑§Ë ∑ȧ‹ ‚¥ÅÿÊ „Ò–

(m) A group baggage is always tagged for identification. ½
‚Ê◊ÍÁ„∑§ ‚Ê◊ÊŸ ∑§Ê ¬„øÊŸ ∑§ Á‹ÿ „◊‡ÊÊ ≈ÒUª Á∑§ÿÊ ¡ÊÃÊ „Ò–

(n) Company volume guaranteed rate is discounted rates given for companies. ½
∑¥§¬ŸË ∑§Ë ◊ÊòÊÊ-ªÊ⁄¥U≈UË Œ⁄U fl„ Œ⁄U „Ò ¡Ê ∑§≈UÊÒÃË ∑§ ’ÊŒ ∑§ê¬ŸË ∑§Ê ÁŒÿÊ ¡ÊÃÊ „Ò–

(o) Objects found unclaimed are deposited with housekeeping. ½
fl flSÃÈÿ¥ ¡Ê ‹ÊflÊÁ⁄U‚ „ÊÃË „Ò ©ã„¥ ªÎ„ √ÿflSÕÊ ∑§ ¬Ê‚ ¡◊Ê ∑§⁄U ÁŒÿÊ ¡ÊÃÊ „Ò–

(p) In all situations, decisions are taken only by senior managers. ½
„⁄U ¬Á⁄UÁSÕÁÃÿÊ¥ ◊¥ flÁ⁄Uc∆U ◊ÒŸ¡⁄U ∑§Ê „Ë ÁŸáʸÿ ‹ŸÊ „ÊÃÊ „Ò–

(q) As a telephone operator, you have access to telephonic conversation, so you should ½
avoid listening to other’s conversation.
≈U‹Ë»§ÊŸ •ÊÚ¬⁄U≈U⁄U „ÊŸ ∑§ ŸÊÃ •Ê¬∑§ ¬Ê‚ ‚÷Ë ≈U‹Ë»§ÊŸ ∑§ÊÚ‹ ∑§Ë ¬„È°ø „ÊÃË „Ò, ß‚Á‹ÿ •Ê¬∑§Ê ©Ÿ∑§Ë ’ÊÃÊ¥
∑§Ê Ÿ„Ë¥ ‚ÍŸŸÊ øÊÁ„ÿ–

(r) In case of bleeding, the first aid given is an antiseptic on the wound. ½
πÍŸ ∑§ dÊfl ∑§Ë Œ‡ÊÊ ◊¥ ÉÊÊflÊ¥ ¬⁄U ∞á≈UË‚ÒÁå≈U∑§ ‹ªÊŸÊ øÊÁ„ÿ–

(s) Full form of MAP is Modern American Products. ½
MAP ∑§Ê ¬È⁄UÊ M§¬ ◊ÊÚ«UŸ¸ •◊Á⁄U∑§Ÿ ¬˝Ê«UÄ≈U „Ò–

(t) First aid equipment is only available with doctors. ½
¬˝ÊÕÁ◊∑§ ÁøÁ∑§à‚Ê ∑§ ©¬∑§⁄UáÊ ∑§fl‹ «UÊÚÄ≈U⁄UÊ¥ ∑§ ¬Ê‚ „ÊÃÊ „Ò–

68/ACV/O-360-A ] 4 [ Contd...

3. Answer the following questions in brief : 2½x4=10
ÁŸêŸ ¬˝‡ŸÊ¥ ∑§ ©ûÊ⁄U ‚¥ˇÊ¬ ◊¥ Œ¥ —
(a) What is left luggage ? Mention the steps taken in the process of keeping the left luggage.
“¿UÊ«∏UÊ ªÿÊ ‚Ê◊ÊŸ” ÄÿÊ „Ò? “¿UÊ«∏UÊ ªÿÊ ‚Ê◊ÊŸ” ∑§Ê ⁄UπŸ ∑§Ë ÄÿÊ ¬˝Á∑˝§ÿÊÿ¥ „Ò¥ ’ÃÊßÿ– 1+1½

(b) Why is foreign currency conversion important for a foreign guest ? What is the certificate
given to foreigner for currency conversion ? What are paid outs ? 1+½+1
ÁflŒ‡ÊË •ÁÃÁÕÿÊ¥ ∑§ Á‹ÿ ÁflŒ‡ÊË ◊ÈŒ˝Ê ¬Á⁄UfløŸ ÄÿÊ¥ ¡M§⁄UË „Ò? ◊ÈŒ˝Ê ¬Á⁄UfløŸ ∑§ Á‹∞ ÁflŒÁ‡ÊÿÊ¥ ∑§Ê ∑§ÊÒŸ ‚Ê
¬˝◊ÊáʬòÊ ŒŸÊ ¬«∏ÃÊ „Ò? ÷ȪÃÊŸ ÄÿÊ „Ò?

(c) What is a Traveller’s cheque ? Mention the other modes of payment used in hotels. 1+1½
ÿÊòÊË ø∑§ ÄÿÊ „Ò? „Ê≈U‹Ê¥ ◊¥ ÷ȪÃÊŸ ∑§ •ãÿ ◊Êäÿ◊Ê¥ ∑§Ê ’ÃÊÿ¥–

(d) Why is night auditing done in night ? Mention three responsibilities of night auditor.
“ŸÊß≈U •ÊÚÁ«UÁ≈¥Uª” ‡ÊÊ◊ ◊¥ ÄÿÊ¥ ∑§Ë ¡ÊÃË „Ò? ⁄UÊòÊË ¬Á⁄UˇÊ∑§ ∑§ ÃËŸ ©ûÊ⁄UŒÊÁÿàflÊ¥ ∑§Ê Á‹π¥– 1+1½

4. Answer the following questions elaborately : 5x2=10
ÁŸêŸ ¬˝‡ŸÊ¥ ∑§ ©ûÊ⁄U ÁflSÃÊ⁄U ◊¥ Á‹πÊ —
(a) What is plan rates ? Mention the normal plans existing universally for hotels. 1+1x4=5
“ÿÊ¡ŸÊ Œ⁄U” ÄÿÊ „ÊÃË „Ò? „Ê≈U‹Ê¥ ◊¥ Áfl‡fl√ÿÊ¬Ë ‚Ê◊Êãÿ ÿÊ¡ŸÊ•Ê¥ ∑§Ê Á‹πÊ–

(b) What is a Front Office ? Write a short note on reservation section. What do you
understand by coordination with other departments ? 1+1½+2½
»˝¥§≈U •ÊÚÁ»§‚ ÄÿÊ „Ò? •Ê⁄UˇÊáÊ ÷ʪ ¬⁄U ∞∑§ ‚¥ÁˇÊåà ŸÊ≈U Á‹π¥– •ãÿ Áfl÷ʪÊ¥ ‚ ‚◊ãflÿŸ ‚ •Ê¬ ÄÿÊ
‚◊¤ÊÃ „Ò¥?

-oOo-

68/ACV/O-360-A ] 5 [ Contd...