NIOS Class 12 April 2024 Question Paper Hotel Front Office Operations

This Question Paper consists of 27 questions and 8 printed pages.
Bg àíZ-nÌ ‘| 27 àíZ VWm 8 ‘w{ÐV n¥ð> h¢&

Roll No.
AZwH«$‘m§H$
Code No.
67/ACV/A
u
H$moS> Z§0
Set / goQ>
HOTEL FRONT OFFICE OPERATIONS
hmoQ>b ñdmJV H$m¶m©b¶ g§MmbZ
(360)
Day and Date of Examination .....................................................................................
(narjm H$m {XZ d {XZm§H$)
Signature of Invigilators 1. .....................................................................................
({ZarjH$m| Ho$ hñVmja)
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. 67/ACV/A, Set u on the Answer-Book.

360/ACV/A/712 [ P.T.O.

gm‘mݶ AZwXoe …
1. narjmWu àíZ-nÌ Ho$ nhbo n¥ð> na AnZm AZwH«$‘m§H$ Adí¶ {bI|&
2. H¥$n¶m àíZ-nÌ H$mo Om±M b| {H$ àíZ-nÌ Ho$ Hw$b n¥ð>m| VWm àíZm| H$s CVZr hr g§»¶m h¡ {OVZr àW‘ n¥ð> Ho$ g~go
D$na N>nr h¡& Bg ~mV H$s Om±M ^r H$a b| {H$ àíZ H«${‘H$ ê$n ‘| h¢&
3. dñVw{Zð> àíZm| Ho$ {bE AmnH$mo àíZ Ho$ (A), (B), (C) AWdm (D) Mmam| {dH$ënm| ‘| go H$moB© EH$ ghr CÎma MwZZm
h¡ VWm AnZo ghr CÎma H$mo AmnH$mo CÎma-nwpñVH$m ‘| {bIZm h¡&
4. CÎma-nwpñVH$m ‘| nhMmZ-{M• ~ZmZo AWdm {Z{X©ï> ñWmZm| Ho$ A{V[aº$ H$ht ^r AZwH«$‘m§H$ {bIZo na narjmWu H$mo
A¶mo½¶ R>ham¶m OmEJm&
5. {‘bmZ H$aZm, ghr AWdm µJbV, [aº$ ñWmZ ^aZm, Am{X g{hV g^r àíZm| Ho$ CÎma, CÎma-nwpñVH$m ‘| hr {bI|&
6. AnZr CÎma-nwpñVH$m na àíZ-nÌ H$m H$moS> Z§0 67/ACV/A, goQ u {bI|&

360/ACV/A/712 2

HOTEL FRONT OFFICE OPERATIONS
hmoQ>b ñdmJV H$m¶m©b¶ g§MmbZ
(360)
Time : 1½ Hours ] [ Maximum Marks : 40
g‘¶ … 1½ KÊQ>o ] [ nyUmªH$ … 40
Note : (i) All questions are compulsory.
(ii) Marks are given against each question.
(iii) Question Nos. 1 to 5 are Multiple-choice Questions. Choose the correct
alternative from (A), (B), (C) and (D) and write it in the Answer-Book.
{ZX}e … (i) g^r àíZ A{Zdm¶© h¢&
(ii) à˶oH$ àíZ Ho$ A§H$ Cg àíZ Ho$ gm‘Zo {XE JE h¢&
(iii) àíZ g§»¶m 1 go 5 VH$ ~hþ{dH$ënr¶ àíZ h¢& (A), (B), (C) AWdm (D) Mmam| {dH$ënm| ‘| go
H$moB© EH$ ghr CÎma MwZHo$ CÎma-nw{ñVH$m ‘§o {bI|&
(1) Answers of all questions are to be given in the Answer-Book given to you.
g^r àíZm| Ho$ CÎma AmnH$mo Xr JB© CÎma-nwpñVH$m ‘| hr {bI|&
(2) 15 minutes time have 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.
Bg àíZ-nÌ H$mo n‹T>Zo Ho$ {bE 15 {‘ZQ> H$m g‘¶ {X¶m J¶m h¡& àíZ-nÌ H$m {dVaU Xmonha ‘|
2:15 ~Oo {H$¶m OmEJm& Xmonha 2:15 ~Oo go 2:30 ~Oo VH$ N>mÌ Ho$db àíZ-nÌ H$mo n‹T>|Jo Am¡a
Bg Ad{Y Ho$ Xm¡amZ do CÎma-nwpñVH$m na H$moB© CÎma Zht {bI|Jo&
Choose the correct option from the options given below :
{XE JE {dH$ënm| go ghr {dH$ën MwZo§ :
1. Rack rate is the rate at which the management let out the rooms to
(A) special guest
(B) all individuals
(C) a group of 15 or more guests booking together
(D) companies assuring a guarantee of definite volume of business 1
a¡H$ Xa dh Xa h¡ {Og na à~§YZ _____ H$mo H$‘ao {H$am¶o na XoVr h¡&
(A) {deof A{V{W
(B) g~ ì¶{º$¶m| H$mo
(C) EH$ gmW ~wqH$J H$aZo dmbo 15 ¶m A{YH$ ‘oh‘mZm§o dmbo g‘yh
(D) ì¶dgm¶ H$s {ZpíMV ‘mÌm ‘o§ Jma§Q>r H$m AmídmgZ XoZodmbr H§$n{Z¶m|

360/ACV/A/712 3 [ P.T.O.

2. The role of front office is to
(A) record the supplies to the guests
(B) keep accounts of stocks
(C) reserve rooms and give information
(D) ensure good housekeeping facilities 1

’§«$Q> Am°{’$g H$s ^y{‘H$m h¡
(A) ‘oh‘mZm§o H$s Amny{V© [aH$m°S>© H$aZm
(B) ñQ>m°H$ H$m {hgm~ aIZm
(C) H$‘am| H$m AmajU H$aZm d gyMZm XoZm
(D) AÀN>r hmCgH$s{n§J gw{dYmE± gw{ZpíMV H$aZm

3. If a request from the guest is beyond your authority, then you must
(A) transfer the call to the person concerned
(B) tell them that you cannot help them
(C) give the name of the person to contact
(D) ask the guest to go to the concerned person 1
¶{X A{V{W H$m AZwamoY AmnHo$ A{YH$ma go nao h¡, Vmo Amn
(A) H$m°b H$mo g§~§{YV ì¶{º$ H$mo ñWmZm§V[aV H$a§oJo
(B) CÝh§o ~VmE±Jo {H$ Amn CZH$s ‘XX Zht H$a gH$Vo
(C) g§nH©$ H$aZo Ho$ ì¶{º$ H$m Zm‘ ~VmE±Jo
(D) A{V{W H$mo g§~§{YV ì¶pº$ Ho$ nmg OmZo H$s gbmh X|Jo

4. To handle ‘Walk in Guests’, you must
(A) offer the available/non-booked rooms to them
(B) keep the guests waiting and tell them you will let them know soon
(C) inform the manager to take care of them
(D) tell them that rooms need to be booked in advance only 1

"dm°H$ BZ JoñQ²g' H$mo g§^mbZo Ho$ {bE Amn
(A) CÝho§ CnbãY /J¡a-~wH$ {H$¶o J¶o H$‘ao H$s noeH$e H$a|Jo
(B) CÝh§o àVrjm H$aZo Ho$ {bE H$h|Jo ¶h H$hH$a {H$ AmnH$mo OëX ~VmE±Jo
(C) à~§YH$ H$mo CZH$s XoI^mb Ho$ {bE H$h§oJo
(D) CÝho§ ~VmE±Jo {H$ H$‘ao nhbo go ~wH$ H$aZo hm§oJo

360/ACV/A/712 4

5. When you take a message on the phone
(A) ask the guest to come and personally write the message
(B) write the message and file it
(C) listen carefully, write it and read it back to the guest
(D) pretend to listen 1
’$moZ na g§Xoe boVo g‘¶ Amn
(A) A{V{W H$mo AmZo Am¡a ì¶{º$JV ê$n go g§Xoe {bIZo Ho$ {bE H$h|Jo
(B) g§Xoe H$mo {bIH$a ’$mBb H$a|Jo
(C) ܶmZ go gwZ|Jo, {bIo§Jo Am¡a A{V{W H$mo n‹T>H$a gwZmE±Jo
(D) gwZZo H$m ZmQ>H$ H$a|Jo

Fill in the blanks :

{aº$ ñWmZ ^a§o :

6. In _____, the India Tourism Development Corporation was formed. 1

_____ ‘| ^maV n¶©Q>Z {dH$mg {ZJ‘ H$m JR>Z {H$¶m J¶m&

7. The front office in big hotels has _____ separate sections. 1

~‹S>o hmoQ>bmo§ ‘o§ ’«§$Q> Am°{’$g Ho$ _____ AbJ ^mJ hmoVo h¢&

8. Hotel reservations can be made on Telephone, Fax, Telex or _____. 1

hmoQ>b AmajU Q>o{b’$moZ, ’¡$³g, Q>obo³g ¶m _____ Ûmam {H$¶m Om gH$Vm h¡&

9. The reception is usually located in the front, so that it easily noticed and
_____. 1

[agoßeZ Am‘Vm¡a na gm‘Zo pñWV hmoVm h¡ Vm{H$ AmgmZr go XoIm Om gHo$ Am¡a _____ Om gHo$&

10. Write the message in exactly the same _____ words spoken by the caller. 1

g§Xoe H$mo {~bHw$b _____ eãXm§o ‘| {bI§o Omo H$m°b H$aZo dmbo Zo ~mobo h§¡&

360/ACV/A/712 5 [ P.T.O.

Explain the terms in one sentence only :

{ZåZ eãXmo§ H$mo Ho$db EH$ dm³¶ ‘| g‘PmE± :

11. Amenities voucher 1

gw{dYm dmCMa

12. Computerized billing 1

H$å߶yQ>arH¥$V {~{b§J

13. Change foreign currency 1

{dXoer ‘wÐm ~XbZm

14. Night auditing 1

am{Ì Am°{S>{Q§>J

15. Theft of hotel property 1

hmoQ>b g§n{Îm H$s Mmoar

16. Letter of credit 1

H«o${S>Q> nÌ

17. First aid 1

àmW{‘H$ {M{H$Ëgm

360/ACV/A/712 6

Short answer questions :

bKw-CÎmar¶ àíZ :

18. What are the special activities of the front office? 2

’«§$Q> Am°{’$g H$s {deof J{V{d{Y¶m± ³¶m hmoVr h¡§?

19. Why is it important for the front office staff to have good salesmanship? 2

’«§$Q> Am°{’$g ñQ>m’$ Ho$ {bE AÀN>m goëg‘¡Z{en hmoZm ³¶mo§ Amdí¶H$ h¡?

20. What is the procedure of handing over keys to the guest? 2

A{V{W H$mo Mm~r gm§¡nZo H$s à{H«$¶m ³¶m hmoVr h¡?

21. What information needs to be recorded in the guest request book? 2

A{V{W AZwamoY nwpñVH$m ‘| H$m¡Z-gr OmZH$mar XO© H$s OmZr Mm{hE?

22. How is information about a VIP guest circulated? 2

{H$gr dr0AmB©0nr0 A{V{W Ho$ ~mao ‘§o OmZH$mar H¡$go àgm[aV H$s OmVr h¡?

23. Explain the term ‘paging’. 2

"no{O§J' eãX H$s ì¶m»¶m H$s{OE&

24. What points to keep in mind when handling telephonic communication? 2

Q>o{b’$moZ g§Mma Ho$ g‘¶ {H$Z ~mVmo§ H$mo ܶmZ ‘| aIZm Mm{hE?

360/ACV/A/712 7 [ P.T.O.

Long answer questions :

XrK©-CÎmar¶ àíZ :

25. What is the role of housekeeping in a hotel? 3

{H$gr hmoQ>b ‘| hmCgH$s{n§J H$s ³¶m ^y{‘H$m hmoVr h¡?

26. What procedure will you follow with regard to No Shows of guests? 3

‘oh‘mZmo§ Ho$ "Zmo emoO' Ho$ g§~§Y ‘o§ Amn H$m¡Z-gr à{H«$¶m AnZmE±Jo?

27. What do you understand by the term ‘night receptionist’s report’? 3

"ZmBQ> [agoße{ZñQ> H$s [anmoQ©>' go Amn ³¶m g‘PVo h§¡?

  

360/ACV/A/712 [24V—300] 8