CBSE Class 12 Sample Paper 2026 Solution for Front Office Operation

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CBSE | DEPARTMENT OF SKILL EDUCATION
FRONT OFFICE OPERATIONS (SUBJECT CODE - 810)
MARKING SCHEME FOR CLASS XII (SESSION 2025-2026)
Max. Time: 3 Hours Max. Marks: 60
General Instructions:
1. Please read the instructions carefully.
2. This Question Paper consists of 24 questions in two sections – Section A & Section B.
3. Section A has Objective type questions whereas Section B contains Subjective type questions.
4. Out of the given (6 + 18 =) 24 questions, a candidate has to answer (6 + 11 =) 17 questions in the
allotted (maximum) time of 3 hours.
5. All questions of a particular section must be attempted in the correct order.
6. SECTION A - OBJECTIVE TYPE QUESTIONS (30 MARKS):
i. This section has 06 questions.
ii. There is no negative marking.
iii. Do as per the instructions given.
iv. Marks allotted are mentioned against each question/part.
7. SECTION B – SUBJECTIVE TYPE QUESTIONS (30 MARKS):
i. This section contains 18 questions.
ii. A candidate has to do 11 questions.
iii. Do as per the instructions given.
iv. Marks allotted are mentioned against each question/part.

SECTION A: OBJECTIVE TYPE QUESTIONS
Source Material
Unit/ Page no.
Q. (NCERT/PSSCIVE/
QUESTION Chap. of source Marks
No. CBSE Study
No. material
Material)
Q. 1 Answer any 4 out of the given 6 questions on Employability Skills (1 x 4 = 4 marks)
i. a) Perceiving NCERT 1 1 1
ii. d) Healthy diet and adequate sleep NCERT 2 24 & 25 1
iii. c) Measurable NCERT 2 30 1
iv. a) Name box NCERT 3 42 1
v. b) To undertake NCERT 4 79 1
vi. a) Compressed Natural Gas NCERT 5 115 1
Q. 2 Answer any 5 out of the given 7 questions (1 x 5 = 5 marks)
i. c) Switzerland CBSE Study Material 1 1
ii. b) ITC- Welcome Group CBSE Study Material 1 1
iii. a) Greater Noida CBSE Study Material 1 1
iv. c) Singapore CBSE Study Material 1 1
v. a) East India Hotels CBSE Study Material 1 1
vi. b) Talk in vernacular CBSE Study Material 2 1
vii. d) Runaround CBSE Study Material 2 1
Q. 3 Answer any 6 out of the given 7 questions (1 x 6 = 6 marks)
i. b) Greeting- Identify your establishment- CBSE Study Material 2 1
Identify your department- Identify yourself

1

ii. c) Sales and Marketing CBSE Study Material 3 1
iii. d) Size of the property CBSE Study Material 3 1

iv. b) Housekeeping CBSE Study Material 3 1

v. b) Concierge CBSE Study Material 4 1
vi. d) Front Office cashier and Night Auditor CBSE Study Material 4 1
vii. a) Room Service CBSE Study Material 4 1
Source Material
Unit/ Page no.
Q. (NCERT/PSSCIVE/
QUESTION Chap. of source Marks
No. CBSE Study
No. material
Material)
Q. 4 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i. d) César Ritz CBSE Study Material 5 1
ii. c) 1987 CBSE Study Material 5 1
iii. c) Occupancy CBSE Study Material 5 1
iv. b) Inter-sell agencies CBSE Study Material 5 1
v. b) Formulation of the reservation process CBSE Study Material 5 1
vi. b) Over stay CBSE Study Material 5 1
Q. 5 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i. a) Density chart CBSE Study Material 5 1
ii. d) Selling more rooms than are actually CBSE Study Material 5 1
available
iii. c) Assistant director of security CBSE Study Material 6 1
iv. b) Use of Key Cards to operate elevators CBSE Study Material 6 1
v. b) Section master key CBSE Study Material 6 1
vi. b) Smoke detectors CBSE Study Material 6 1
Q. 6 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i. d) Front Office Cashier CBSE Study Material 6 1
ii. c) Consult with superior CBSE Study Material 7 1
iii. a) Missed wake up call CBSE Study Material 7 1
iv. c) Maintenance work order CBSE Study Material 7 1
v. c) Green Seal CBSE Study Material 8 1
vi. b) Mass tourism CBSE Study Material 8 1

SECTION B: SUBJECTIVE TYPE QUESTIONS
Source Material Page
Unit/
Q. (NCERT/PSSCIVE/ no. of
QUESTION Chap. Marks
No. CBSE Study source
No.
Material) material
Answer any 3 out of the given 5 questions on Employability Skills in 20 – 30 words each (2 x 3 = 6 marks)
Q. 7 1. Receiving: It involves listening NCERT 1 5 ½ x 4=
attentively. 2. Understanding: It is an 2
informed agreement about something or
someone.
3. Remembering: It refers to the retrieval
or recall of some information from the
past.

2

4. Evaluating: It is about judging the value,
quantity, importance and amount of
something or someone.
5. Responding: It is about saying or doing
something as a response to something that
has been said or done
(Any four)
Q. 8 1) Stay positive and analyze what is going NCERT 2 26 ½ x 4= 2
wrong in a certain situation. Resolving
the situation is easy once understood.
2) Maintain an accomplishment sheet and
enter even small achievements.
3) Keep your thoughts in present.
Pondering over past issues makes us
feel upset and helpless.
4) Talk to friends and family for comfort.
5) Practice meditation and yoga.
(Any four points)

Q. 9 1) LibreOffice Impress NCERT 3 63 & 64 ½ x 4= 2
2) Microsoft Office – PowerPoint
3) OpenOffice Impress
4) Google Slides
5) Apple Keynote
(Any four)
Q. 10 1) Lack of adequate resources or raw NCERT 4 92 ½ x 4= 2
material.
2) Non-availability of skilled labor.
3) Lack of requisite machinery and other
infrastructure.
4) Unavailability of monetary resources
on time.
Q. 11 1) Increase the efficiency of energy and NCERT 5 114 ½ x 4= 2
raw material.
2) Reduce greenhouse gas emissions.
3) Control waste and pollution.
4) Protect and restore ecosystems.
5) Support adaptation to the effects of
climate change
(Any four points)
Answer any 3 out of the given 5 questions in 20 – 30 words each (2 x 3 = 6 marks)
Q. 12 The massive destruction caused by the two CBSE Study 1 1+1=2
world wars and the resulting economic Material
depression proved to be the major setback
for the travel business.

The development of aircraft and passenger
flights accelerated the growth of the hotel
Industry during this period.

3

Q. 13 1) Be Polite and Helpful CBSE Study 2 ½ x 4= 2
2) Modulate voice Material
3) Should not sound mechanical
4) Speak clearly, slowly and distinctly
(Any other four points)
Q. 14 1) HRD (Human Resource Department) CBSE Study 3 1+1= 2
This department is a group who is Material
responsible for managing the employee life
cycle that is (recruiting, hiring, onboarding,
training of employees) and administering
employee benefits.
2) Engineering
Their main job is to troubleshoot and repair
hotel equipment, facilities, and systems.
Performing preventative maintenance,
making regular inspections, coordinating
the maintenance staff, diagnosing potential
problems are also the functions of this
department.
Q. 15 1) Mirrored walls of the guest room CBSE Study 6 ½ x 4= 2
floor/corridor so that the female Material
guest can actually watch who is
walking behind her.
2) Well-lit public areas like lobby, bars,
swimming pool and parking place.
3) Valet parking services to avoid the
need of a female guest to enter the
parking area where doubtful and
suspicious people can be present.

4) Assigning rooms closer to the
elevators.
5) Assigning room to the female guest
on a special executive floor with a
security guard manned for 24 hours a
day.
(Any four points)
Q. 16 1) Dependence on natural environment CBSE Study 8 ½ x 4= 2
2) Ecological sustainability. Material
3) Proven contribution to conservation.
4) Provision of environmental training
programs.
5) Incorporation of cultural
considerations
6) Provision of an economic return to
local community.
(Any four points)
Answer any 2 out of the given 3 questions in 30– 50 words each (3 x 2 = 6 marks)
Q. 17 1) Handling guest luggage. CBSE Study 4 ½ x 6= 3
2) Handling guest mail. Material

4

3) Delivering newspaper.
4) Paging the guest inside the hotel
(locating the guest in the hotel).
5) Arranging for a doctor in emergency.
6) Parking guest’s automobiles.
7) Arranging for reservations at the
places of entertainment outside the
hotel
(Any six points)
Q. 18 a) An affiliate network is a hotel chains CBSE Study 5 1½ x 2=
network where all individual units are linked Material 3
through the central network. Chain hotels
link their operations to stream line the
processing of reservations and reduce
overall system costs; and at the same time,
it also allows the non-chain properties to
join the system as overflow facilities.
Overflow facilities receive reservation
requests only after all room availabilities in
chain properties within a geographic area
are been exhausted

b) A Non affiliate reservation system
connects non chain properties and enables
independent hotel operators to get the
benefit of reservation which the units of
chain get and this system also take care of
the advertising of the properties.

Q. 19 Once a guest’s problem has been resolved, CBSE Study 7 3
it is important to do a follow up with the Material
guest to find out whether he is happy with
the solution. A follow up also makes the
guest feel special and this can make a huge
difference in the overall impression that the
guest has about the hotel.
Front Office manager may use the Front
Office log book to initiate corrective action,
verify the guest complaint have been
resolved, and identify recurring problems.
This comprehensive written record may also
enable management to contact guests who
may still be dissatisfied with some aspect of
their stay at check out. After the guest has
departed a letter from the Front Office
Manager expressing regret about the

5

incident is usually sufficient to promote
good will and demonstrate concern for the
guest satisfaction.
Answer any 3 out of the given 5 questions in 50– 80 words each (4 x 3 = 12 marks)
Q. 20 GDS provide worldwide distribution of hotel CBSE Study 5 2+2=4
reservation information and allow selling of Material
hotel reservations around the world. This is
usually accomplished by connecting the
hotel company reservation system with an
airline reservation system. Most travel
agents around the world have terminals
connected to one of the many airline
reservation systems to book airline travel.
By having hotel accommodations and
automobile rentals available in the
computer system at the same time, most
airline systems provide single source access
to most of the travel agents’ selling
requirements. In one transaction, a travel
agents can sell an airline ticket, hotel room,
and car rental service also.

Examples of GDS:
1) SABRE
2) Galileo International
3) Amadeus
4) World Span

Q. 21 1) Rooms are already blocked for the CBSE Study 5 ½ x 8= 4
group Material
2) Tags to identify baggage should be
attached to the baggage and room
number (errand card).
3) Registration card may be distributed
through the group leader.
4) Welcome drinks should be provided
before the room assignment to VIP.
5) VIPS should be received by the Front
Office Manager or General Manager.
6) Receptionist notifies the
housekeeping for welcome card and
bouquet of flowers and room service
for fruits in the guest bedroom.
7) In some instance, registration of the
guest may take place in his/ her
room
8) In the case of airline crews,
physically disabled, old guest, etc.,

6

the registration card can be
completed in advance, necessitating
only the guest signature on arrival.
Q. 22 a) Fire is the most common emergency CBSE Study 6 2+2=4
situation which could break in the hotel at Material
any point of time. The most probable reason
of fire break in the hotels can be kitchen or
faulty wirings in the hotel. The concerned
staff should immediately inform the fire
brigade. Do not panic. If the hotel staff is
well versed with the firefighting equipment,
then immediately fire extinguisher should
be used. The supply of electricity and gas
should be immediately turned off whenever
any news regarding fire comes to the hotel.

b) Whenever information comes regarding
death of an in-house guest the Front Office
Manager should be reported directly who
informs the General Manager and the
Security Manager. Inform the police
authority and the hotel doctor is summoned
to confirm the death of the guest. The
residential address of the guests is also
identified and the relatives are informed.
Once the doctor has confirmed the death
and the police has given the permission the
dead body is removed. A death certificate is
also prepared and a report is prepared
mentioning the time, room number and
other details related to the deceased guest.
Q. 23 Any activity that has security- related CBSE Study 6 2+2=4
dimension to it be recorded for future Material
reference. Security records are important
for several reasons; they allow hotel
management to track issues. Security
records may assist the hotel with insurance
claims made by either the hotel or the guest.
In either case security records can present
the hotel’s view of what happened. This is
especially helpful when hotel staff members
are called upon to describe a security
incident that occurred many months ago.

1. Reports about robberies, assaults,
personal injuries to guest or

7

employees, and property damage or
theft; all should be part of a security
record program.
2. Vehicle maintenance records allow
hotel to track maintenance issues,
such as tire wear. Most
municipalities mandate periodic
testing of the fire alarm system and
recordings of the results.
Q. 24 The exact opposite of the meek customer, CBSE Study 7 1+1½+1½
the aggressive customer will loudly voice Material =4
any complaints and will not accept excuses.
How to Respond: Thank the customer for
sharing their concern and listen. Be polite,
agree on the definition of the problem, and
explain what is being done to resolve the
situation and when.
The Risk: In heated customer situations, it is
easy to become confrontational. Mirroring
the customer's aggressive behavior will only
make the situation worse. Thanking the
customers for sharing their concerns. Let
them know the staff are interested in
hearing what they have to say and reaching
a mutually-beneficial resolution.

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Study Materials
Notes

Model Papers Class 6 Notes

Sample Papers Class 7 Notes
Half Yearly Sample Papers Class 8 Notes

Class 9 Notes
Important Resources
Class 10 Notes
Periodic Table
Class 11 Notes
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Maps of India / World Class 12 Notes

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