Goa Board Class 12 Question Paper Mar 2019 Introduction to the Hospitality Industry

2019 III 12 1000 Seat No.

Time : 2 Hours Introduction to the Hospitality Industry

Subject Code

V 3 5 6

Total No. of Questions : 5 (Printed Pages : 4) Maximum Marks : 50

INSTRUCTIONS : (i) Answer each question on a fresh page.

(ii) Write the number of each question and sub-question clearly.

(iii) All questions are compulsory.

(iv) Figures to the right indicate full marks.

(v) The question paper consists of 5 units of 4 questions each.

(vi) Answer question no. 1 of each unit in about 2 words.

(vii) Answer question no. 2 of each unit in about 30 words.

(viii) Answer question no. 3 of each unit in about 50 words.

(ix) Answer question no. 4 of each unit in about 100 words.

Unit I

1. (1) A slip issued by the front office to the various departments of a hotel when

the guest checks-in. 1

(2) State any four qualities a telephone operator needs to possess to maintain

efficiency in the hotel. 2

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(3) Explain the process of paging an in-house guest in the hotel using

telephones and public address system. 3

(4) You are working at the hotel Plazo as a front office assistant. How will

you proceed with the registration process of a reserved guest and a

walk-in guest at the hotel ? 4

Or

If you are offered a job of a front office assistant at Hotel Ria Classic,

state any eight qualities you are expected to possess.

Unit II

2. (1) A room located on the guest floor to keep a supply of linen, guest supplies

and cleaning suppplies for the floor. 1

(2) Mention any four functions of the information department. 2

(3) Explain any two types of complaints registered by guest at the hotel and

how will you handlle them. 3

(4) If you are given the role of the following House-keeping Staff, what duties

you are expected to perform : 4

(a) Linen room supervisor

(b) Public area supervisor

(c) Room attendant

(d) Night supervisor.

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Unit III

3. (1) A service in a restaurant where a dish comes partially prepared from the

kitchen. 1

(2) How does the House-keeping Department coordinate with the Personnel

Department of a hotel. 2

(3) Explain any three qualities a House-keeping Staff needs to possess. 3

(4) If you are working as a Bartender at the Azul Bar, mention any eight

duties you are suppose to perform before opening the bar for the

guest. 4

Or

Explain the following types of restaurants :

(a) Coffee shop

(b) Speciality Restaurant

(c) Discotheque

(d) Night Club.

Unit IV

4. (1) A commercial establishment committed to the sale of Food and

Beverage. 1

(2) What type of knowledge should a Food and Beverage service personnel

acquire for the job ? 2

(3) Explain the different types of transport catering units. 3

(4) Elaborate on the process of Formal Banqueting. 4

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Unit V

5. (1) Small pieces of meat fixed on skewers. 1

(2) State any four functions of the kitchen stewarding department in the

hotel. 2

(3) Sketch the organizational layout of the kitchen staff in the food

production section of a hotel. 3

(4) Explain the different type of menus in menu planning. 4

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