ISC Class 12 Specimen Paper 2022 Hospitality Management Semester 1

ISC SEMESTER 1 EXAMINATION
SPECIMEN QUESTION PAPER
HOSPITALITY MANAGEMENT
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Maximum Marks: 70
Time allowed: One and a half hours
(Candidates are allowed additional 15 minutes for only reading the paper.)
ALL QUESTIONS ARE COMPULSORY
Each question / subpart of a question carries one mark.
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Select the correct option for each of the following questions.
1. __________ gap is the quality gap between the understanding of the customer
needs by the company and the actual customer expectations.
(a) Policy
(b) Knowledge
(c) Delivery
(d) Communication
2. __________ gap is the quality gap between the service promised and service actual
delivered.
(a) Knowledge
(b) Delivery
(c) Communication
(d) Customer
3. __________ is the willingness to help customers and provide them prompt service.
(a) Responsiveness
(b) Reliability
(c) Empathy
(d) Assurance

4. __________ is the care and individualised attention provided to the customers.
(a) Reliability
(b) Empathy
(c) Assurance
(d) Responsiveness
5. How many chances does a hotel staff get to create a WOW experience for a guest?
(a) 10
(b) 50
(c) 100
(d) More than 100
6. __________ means providing everything a guest needs and not just that is required
to meet the minimum standards.
(a) Trustworthy service
(b) Attentive service
(c) Seamless service
(d) Resourcefulness
7. __________ is when an employee anticipates a customer’s needs even before the
customer asks for it.
(a) Attentive service
(b) Pro-active service
(c) Resourcefulness
(d) Trustworthy service
8. Identify the term which means meeting the customers’ needs and even exceeding
their expectations.
(a) Resourcefulness
(b) Trustworthy service
(c) Service excellence
(d) Attentiveness

9. Which of the following should not be done while handling the complaint of a
customer?
(a) Use the name of the customer.
(b) Lose temper.
(c) Take notes.
(d) Review the complaint.
10. One should always __________ while handling a guest complaint.
(a) Interrupt
(b) Jump to conclusions
(c) Sympathise
(d) Patronise
11. The standard area of double room in a 5-star hotel is:
(a) 100 sq ft
(b) 140 sq ft
(c) 200 sq ft
(d) 150 sq ft
12. The standard area of a single AC room in a 3-star hotel is:
(a) 120 sq ft
(b) 150 sq ft
(c) 100 sq ft
(d) 140 sq ft
13. Hotels located in the heart of the city are known as __________.
(a) Resort Hotels
(b) Downtown Hotels
(c) Commercial Hotels
(d) Both (b) and (c)

14. What are the hotels located on highways known as?
(a) Motels
(b) Resort Hotels
(c) Commercial Hotels
(d) Transit Hotels
15. What are the hotels near the airports known as?
(a) Residential Hotels
(b) Transit Hotels
(c) Motels
(d) None of the above
16. Shelter for dad accommodation is a famous concept in __________.
(a) USA
(b) London
(c) Italy
(d) Norway
17. __________ is also known as ‘Motels on Wheels’.
(a) Flotels
(b) Rotels
(c) Sub-urban Hotels
(d) Commercial Hotels
18. One star hotel should have at least __________ number of lettable rooms.
(a) 50
(b) 25
(c) 10
(d) 30
19. Government guest houses are ideal examples of __________.
(a) Transit Hotels
(b) Transient Hotels
(c) Residential Hotels
(d) Semi-residential Hotels

20. According to American scenario, a large hotel should have _______ lettable
rooms.
(a) 300 to 600
(b) 300 to 500
(c) 600 to 900
(d) 500 to 700
21. According to Indian Scenario, how many lettable rooms should a medium hotel
have?
(a) 50 – 100
(b) 25 to 100
(c) 75 – 100
(d) 100 – 150
22. The hotels which have no ownership with other properties are known as
__________.
(a) Heritage Hotels
(b) Independent Hotels
(c) Chain Hotels
(d) None of the above
23. When both, a property and the management are owned by two different owners, it
is called __________.
(a) Franchise
(b) Chain Hotels
(c) Management Contract
(d) Referral Group
24. In which year was the Aparthotel developed?
(a) 1970
(b) 1975
(c) 1980
(d) 1965

25. When hotels themselves evaluate their compliance with the criteria, without any
audit or control, which classification system do they use?
(a) Quality Assurance
(b) Trust Based System
(c) Classification including guest reviews
(d) Traditional Classification System
26. The full form of ‘AAA’ classification committee is __________.
(a) American Authentication Association
(b) American Authorization Association
(c) American Automobile Association
(d) American Accounting Association
27. Nomenclature used for hotels in the USA is __________.
(a) One to Five Star
(b) One to Five Star Deluxe
(c) One to Five Star Superior
(d) One to Five Diamonds
28. The reception of a hotel should operate __________.
(a) All 24 hours
(b) 09 hours in a day
(c) 12 hours in a day
(d) 08 hours in a day
29. The full form of FIT is __________.
(a) Frequent Indian Traveller
(b) Frequent Independent Traveller
(c) Free Independent Traveller
(d) Free Indian Traveller

30. Classification committee for classification of hotels in Portugal is __________.
(a) HRACC
(b) HOTREC
(c) National Tourist Board
(d) AAA
31. Functions of management are explained by _________.
(a) Mr. Abraham Maslow
(b) Mr. Henry Fayol
(c) Mr. William James
(d) Mr. Carl Rogers
32. _____________ is the management task of preparing objectives of an organisation.

(a) Gathering relevant information

(b) Setting goals
(c) Planning
(d) Controlling
33. ______________ is an example of external resource.

(a) Customers

(b) Security
(c) Employees
(d) Equipment
34. How many phases of Planning exist?

(a) Two
(b) Three
(c) Five
(d) Four

35. How many types of plans are there in an organization?

(a) Four
(b) Two
(c) One
(d) Three
36. Short term Plan involves planning for __________.
(a) 3 Months
(b) 6 Months
(c) 1 Year
(d) 2 Years
37. The Annual Plans are for _________.
(a) 12 months
(b) 24 months
(c) 36 months
(d) None of the above
38. What are the goals set by department heads known as?
(a) Individual goals
(b) Sectional goals
(c) Functional goals
(d) Corporate goals
39. Arranging the resources and allocating duties is known as __________.
(a) Allocating resources
(b) Stock Taking
(c) Span of control
(d) Organizing

40. Keeping the organizational activities united is known as __________.
(a) Unity of demand
(b) Unity of activity
(c) Unity of command
(d) Delegation of authority
41. What is the first step that an effective manager should take for solving a problem?

(a) Collect information

(b) List possible course of action
(c) Define the aim
(d) Evaluate the pros & cons
42. While making a decision, ______ is the process of thinking of the entirety.

(a) Analysing
(b) Holistic thinking
(c) Valuing
(d) Decision Making
43. When a manager does not have enough information or skill, he or she asks other
people for information and then makes a decision. What is this decision-making
style known as?
(a) Autocratic

(b) Consultation
(c) Negotiation
(d) Information Finding
44. ___________ refers to the number of sub-ordinates under the manager’s direct
control.
(a) Unity of Command
(b) Unity of Activity
(c) Span of Control
(d) Delegation of Authority

45. Which is the leadership style in which the leader makes decision by his / her sheer
personality?
(a) Dictatorial Style
(b) Charismatic Style
(c) Democratic Style
(d) Delegate Style
46. __________ is the best way to analyse the company’s performance.

(a) Employee retention
(b) Pay scale of the employees
(c) Customer feedback
(d) Occupancy of a hotel
47. __________ is important for a company to grow in the market.

(a) To meet customer’s demand
(b) To meet financial goals
(c) To hire qualified staff
(d) To give high pay scale for employees
48. __________ means paying attention towards the guest during and after the initial
contact with her / him.
(a) Trustworthy service
(b) Attentive service
(c) Resourcefulness
(d) Pro-active service
49. The term __________ means characteristics that may be impossible to evaluate
even after purchase and consumption of the product.
(a) Search Quality
(b) Experience Quality
(c) Credence Quality
(d) None of the above

50. __________ means the attributes of a product that a customer can determine prior
to the purchase of the product.
(a) Experience Quality
(b) Search Quality
(c) Post Experience
(d) Credence Quality
51. How many gaps between the customer and company have been explained in the
service quality gap model?
(a) 4
(b) 5
(c) 6
(d) 3
52. With reference to the service quality gap model, which is the third gap between the
customer and the company?
(a) Knowledge Gap
(b) Policy Gap
(c) Communication Gap
(d) Delivery Gap
53. ‘The Policy Gap’ is the:

(a) Gap between understanding the customer needs by the company and actual
customer expectation.
(b) Gap between service delivery standards and actual delivery standard.
(c) Gap between management understanding of customer needs and the
translation of that understanding into service delivery policies and standards.
(d) Gap between customer expectations and customer perceptions.
54. The housekeeping department in a hotel provides _______ to the employees.

(a) ID cards
(b) Meals for the day
(c) Uniform
(d) Duty roster for the entire staff

55. Well-groomed professionals provide __________ service quality.

(a) Tangibles
(b) Responsiveness
(c) Empathy
(d) Reliability
56. Choose the correct statement.

(a) If the product is good, customer service quality is not required.
(b) An organisation can possibly overcome all service quality gaps.
(c) Positive feedbacks are more important than negative feedbacks for an
organisation.
(d) In a hotel, attentive service helps in providing a ‘WOW’ experience to the
guest.
57. The __________ has motivated the hotels to embrace sustainability.

(a) Government
(b) Employees
(c) Rising Cost
(d) All of the above
58. __________ is considered to be the safest mode of payment by hoteliers.

(a) Cheque
(b) Cash
(c) Credit card / Debit Card
(d) Demand Draft
59. __________ helps in creating a strong security management.

(a) Educated employees
(b) Training of employees
(c) Effective management
(d) Infrastructure of the hotel

60. __________ is the department responsible for inspecting all the visitors who enter
the hotel.
(a) Security Department
(b) Front Office Department
(c) Valet
(d) Housekeeping Department
61. In a hotel, the housekeeping department is responsible for:

(a) Check-in
(b) Welcoming the guest
(c) Banquet
(d) Lost & found
62. In a hotel, __________ are considered as ‘front of the house’ area.

(a) Storage areas
(b) Linen rooms
(c) Meeting rooms
(d) Cloak rooms
63. Housekeeping co-ordinates with which department the most through the day?

(a) Front office
(b) Food and Beverage Service
(c) Kitchen
(d) All of the above
64. Staff of a hotel with __________ displays an even temper and good humour.

(a) Courtesy
(b) Honesty
(c) Diplomacy
(d) The Right Attitude

65. Housekeeping staff faces a lot of emergency situations and __________ is one of
their most important quality.
(a) Courtesy
(b) Calm demeanour
(c) Cooperation
(d) Loyalty
66. Choose the correct statement.

(a) Cloud computing is not beneficial to hotels.
(b) Cloud-based software innovates faster.
(c) Cloud computing and cloud beds are not related.
(d) Cloud computing is very difficult for employees to understand.
67. In a hotel, the __________ consumes maximum electricity.

(a) Guest rooms
(b) Lobby
(c) Banquet
(d) Security Department
68. EMS can save energy consumption up to __________.

(a) 100%
(b) 80%
(c) 60%
(d) 40%
69. ___________ is an example of non-cycled inventory.

(a) Linen
(b) Uniform
(c) Heating pads
(d) Cleaning cloth

70. Ceilings of guestroom in a hotel should be cleaned __________.

(a) Once a week.
(b) Once a day.
(c) Once a year.
(d) Once a fortnight.