CBSE Class 11 Sample Paper 2022 for Front Office Operation Term 1

CBSE | DEPARTMENT OF SKILL EDUCATION
FRONT OFFICE OPERATIONS (SUBJECT CODE: 810)
CLASS XI (SESSION 2021-2022)
BLUE PRINT FOR SAMPLE QUESTION PAPER FOR TERM -1
Max. Time Allowed: 1½ hours Max. Marks: 30

PART A - EMPLOYABILITY SKILLS (05 MARKS):

UNIT NO. OF QUESTIONS
NAME OF THE UNIT
NO. (1 MARK EACH)
1 Communication Skills-III 2
2 Self-Management Skills-III 2
3 Information and Communication Technology Skills-III 2
TOTAL QUESTIONS 6 Questions
NO. OF QUESTIONS TO BE ANSWERED Any 5 Questions
TOTAL MARKS 1 x 5 = 5 marks

PART B - SUBJECT SPECIFIC SKILLS (25 MARKS):

UNIT NO. OF QUESTIONS
NAME OF THE UNIT
NO. (1 MARK EACH)
1 Let’s Recall Tourism 10

2 Evolution and Growth of Hotels 4

3 Communication Skills 8

4 Pronunciation & Body Language 5

5 Grooming Standards 5

TOTAL QUESTIONS 32 Questions

NO. OF QUESTIONS TO BE ANSWERED 25 Questions

TOTAL MARKS 1 x 25 = 25 MARKS

810-SQP-XI Term-1 (2021-22) 1

CBSE | DEPARTMENT OF SKILL EDUCATION
FRONT OFFICE OPERATIONS (SUBJECT CODE: 810)
CLASS XI (SESSION 2021-2022)
SAMPLE QUESTION PAPER FOR TERM -1
Max. Time Allowed: 1½ hours Max. Marks: 30

General Instructions:
1. Please read the instructions carefully
2. This Question Paper is divided into 03 sections, viz., Section A, Section B and Section C.
3. Section A is of 05 marks and has 06 questions on Employability Skills.
4. Section B is of 20 marks and has 25 questions on Subject specific Skills.
5. Section C is of 05 marks and has 07 competency-based questions.
6. Do as per the instructions given in the respective sections.
7. Marks allotted are mentioned against each section/question.
8. All questions must be attempted in the correct order

SECTION A

Answer any 5 questions out of the given 6 questions on Employability Skills (1 x 5 = 5 marks)

1. The principle of professional communication in which the words should make 1
sense and should be related to the main topic is known as:
a) Correct
b) Concrete
c) Concise
d) Coherent
2. These words express strong emotions, such as happiness, surprise, anger or pain. 1
They have an exclamation mark at the end. It is known as:
a) Articles
b) Prepositions
c) Conjunctions
d) Interjections
3. Which of the following is NOT an internal motivational force? 1
a) Goals
b) Feedback
c) Needs
d) Attitudes

810-SQP-XI Term-1 (2021-22) 2

4. Amit is worried about his overweight and wants to be fit in order to join Army 1
service as it is his first priority. He wants to reduce his weight by 15 kg and develop
stamina to be able to run 10 km in 30 minutes in next six months. We can term his
goal as:
a) Specific
b) Realistic
c) Measurable
d) Achievable
5. When a file is saved in LibreOffice it gets a default extension as: 1
a) .odt
b) .otd
c) .odd
d) .doc
6. ____________ is the shortcut key to create a new document in LibreOffice Writer. 1
a) Ctrl+v
b) Ctrl+N
c) Ctrl+ Shift+N
d) Shift+v

SECTION B

Answer any 20 questions out of the given 25 questions (1 x 20 = 20 marks)

7. According to the definition of tourism by UNWTO, the minimum time period a 1
tourist should spent in a destination is:
a) 8 hours
b) 10 hours
c) 12 hours
d) 24 hours
8. Tourism primarily is an ____________ industry. 1
a) Product based
b) Service
c) Transport
d) Commerce
9. ___________ is acknowledged as ‘one of the most significant factors to have 1
contributed to the international development of tourism’.
a) Attractions
b) Accommodation
c) Transportation
d) Information technology
10. In which country was the first rail system introduced? 1
a) England
b) USA
c) India
d) China
810-SQP-XI Term-1 (2021-22) 3

11. Rahul is on a trip to USA to visit his friends after many years. His friends are 1
planning a vacation with Rahul in a passenger ship. Which of the following ship
they would consider for their vacation?
a) Cargo ships
b) Cruise ships
c) Special purpose ships
d) Service Vessels
12. Fast food chains are also known as: 1
a) Casual dining restaurants
b) Fine dining restaurants
c) Quick service restaurants
d) Special service restaurants
13. ___________revolutionized the potential relationship between the consumer and 1
the suppliers in the tourism supply chain.
a) Computers
b) Travel agents
c) Tour operators
d) Internet
14. The first hotel to serve French Cuisine in the United States was: 1
a) City Hotel
b) Tremont House
c) Mansion House
d) Exchange Coffee House
15. The organized existence of the hotel industry in India started during: 1
a) Medieval Era
b) Colonial Era
c) Modern Era
d) Grand Tour
16. ITC stands for: 1
a) Indian Tobacco Company
b) Indian Tourist Company
c) Indian Travel Company
d) Indian Trade Company
17. The first luxury hotel built by the government of India in 1956 was: 1
a) The Claridges Hotel
b) The Imperial
c) The Ashok Hotel
d) Hotel Samrat
18. Message is any signal that triggers the response of a_____________ 1
a) Sender
b) Receiver
c) Mediator
d) Observer

810-SQP-XI Term-1 (2021-22) 4

19. Once a message is encoded in desired format it is transferred through: 1
a) Medium
b) Media
c) Channel
d) Satellite
20. The information which is transferred to the receiver has to be interpreted, this 1
process is called:
a) Encoding
b) Decoding
c) Opening
d) Transferring
21. Communication through _______ and _______ is called verbal communication 1
a) Written material and gestures
b) Gestures and spoken words
c) Spoken words and written material
d) Body language and gestures
22. Words that are used in a profession, that can influence communication are known 1
as:
a) Professional language
b) Jargon
c) Professional terminology
d) Vernacular language
23. When employees of same level of an organization communicate each other, it is
termed as:
a) Upward communication
b) Downward communication
c) Vertical communication
d) Lateral communication
24. Match the following body language gestures with their meanings: 1
(1) Rolling one’s eyes (a) lack of confidence
(2) Nodding (b) exasperation
(3) The crossing of arms (c) confirmation
(4) Shaking of legs (d) defensive
a) 1-d, 2- c,3- b, 4- a
b) 1-c,2-a,3-d,4-b
c) 1-b,2-c,3-d,4-a
d) 1-a,2-b,3-c,4-d

810-SQP-XI Term-1 (2021-22) 5

25. Which of the following giving emphasis to a syllable? 1
a) Word stress
b) Voice quality
c) Appearance
d) Correct tones
26. Your tongue should not touch the top of your mouth. Pull your tongue back to the 1
middle of your mouth, near where it naturally rests if you weren’t saying anything.
As you say this sound, your lips should be a little rounded. The above statement is
applicable to make which sound?
a) “L”
b) “R”
c) “H”
d) “TH”
27. Select the correct way to divide this word into syllables: DEHYDRATE 1
a) Dehy-drat-e
b) De-hyd-rate
c) Deh-y-dra-te
d) De-hy-drate
28. Of the following listed items, which one is a front office personnel are permitted to 1
wear when in the department?
a) Eyeglass
b) Diamond ring
c) Large golden chain
d) Fancy Watch
29. Find the odd one out in grooming standards for men: 1
a) No long sideburns.
b) Hair should touch the collar line of shirt
c) Non-oily appearance
d) Moustaches neatly trimmed.
30. In hotel industry, looks make a lot of difference. One feels very reassured when 1
other people admire them and prefer to associate with them as they find them
good. It boosts___________________ of an employee.
a) Character
b) Self-esteem
c) Personal Values
d) Physical appearance
31. When on duty, a man's shirt should:
a) Be an attractive color
b) Be short sleeved
c) Not be buttoned up at the collar
d) Be light in color

810-SQP-XI Term-1 (2021-22) 6

SECTION C
(COMPETENCY BASED QUESTIONS)

Answer any 5 questions out of the given 7 questions (1 x 5 = 5 marks)

32. Mr. David and his family from Australia came to visit the outskirts of Rajasthan. 1
They have a plan to spend a week there to explore the beauty of villages in India.
As their children are young, they took part in some adventurous activities after
which they had some minor injuries. They rushed the children to a hospital which is
located very far from their stay, as they could not find one in the nearby place.
According to you which component of tourism is missing in this place?
a) Accessibility
b) Accommodation
c) Information Technology
d) Essential Services
33. A group of people went for a pilgrimage to Vaishno Devi Temple where they did 1
not find a hotel accommodation as it was season time and all the hotels in the
region were fully occupied with the guest. Later they had to adjust in a
“Dharamshala” , where only minimal facilities were offered to them. This
accommodation sector is known as:
a) Condominium hotels
b) Forest Lodges
c) Supplementary accommodation
d) Motels
34. India is a large market for travel and tourism. It offers a diverse portfolio of niche 1
tourism products - cruises, adventure, medical, sports, MICE, eco-tourism, and
religious tourism etc. India has been recognized as a destination for spiritual
tourism for domestic and international tourists. In 2020, the travel & tourism
industry’s contribution to the GDP was US$ 121.9 billion; this is expected to reach
US$ 512 billion by 2028. Tourists’ initial expenditure in the country creates revenue
for hotels, restaurants, travel agents and other tourist services etc. This economic
influence of tourism is termed as:
a) Direct effect
b) Indirect effect
c) Induced effect
d) Fast effect
35. Kumar applied for the post of a Marketing Manager in a company after seeing the 1
job vacancy in a leading newspaper. After one week he received a letter from the
company by post mentioning that he did not attach the copies of his experience
certificate and the company wants all the documents on an urgent basis. Later he
sent all the necessary documents. He received interview card after 15 days and got
selected in the interview. Which modes of communication occurred in the given
situation?
a) Simplex
b) Half- Duplex
c) Duplex
d) Visual

810-SQP-XI Term-1 (2021-22) 7

36. A room was booked for a VIP in Sea Pearl Hotel, Mumbai. Front Office Manager 1
and his team made all necessary arrangement for the VIP check-in, to make the
stay comfortable for the guest. But the manager failed to communicate regarding
this to the General Manager of the hotel. The type of barrier in the above situation
is termed as:
a) Semantic barrier
b) Physical barrier
c) Organizational barrier
d) Psychological barrier
37. A walk-in guest approach front office staff to inquire about room availability. He 1
noticed the staff at the front desk stands his arms crossed in front of the chest. This
body language of the staff indicates that, he is:
a) Defensive
b) Impatient
c) Authoritative
d) Arrogant
38. As a Front Office Manager, you are conducting an orientation programme for the 1
new employees of the department on various topic. As part of the orientation,
employees are being guided with grooming standards to follow in the hotel. One
lady staff raises a question regarding the accessories she can wear on duty specially
nose ring. As a manager how will you guide the staff?
a) The lady staff are not supposed to wear a nose ring
b) Can wear a nose ring
c) Only a small nose stud can be worn
d) Nose studs are also not allowed.

810-SQP-XI Term-1 (2021-22) 8