NBSE Class 12 Question Paper 2021 for Tourism and Hospitality

Total number of printed pages : 2 NB/XII/T&H(V)/1 2021 Tourism & Hospitality (Vocational) Total marks : 50 Time : 2 hours General instructions : i) Approximately 15 minutes is allotted to read the question paper and revise the answers. ii) All questions are compulsory except Q. nos.18 to 23 where general option is given. iii) The question paper consists of 23 questions. iv) Marks allocated to every question are indicated against it. N.B: Check that all pages of the question paper are complete as indicated on the top left side. 1. Choose the correct answer from the given alternatives: 10x1=10 i. The crucial part to improve the quality of customer service in hospitality industry is the (a) dressing of staff (b) feedback and updated information books (c) Front Desk (d) Receptionist ii. As a guest in a hotel, everyone at the hotel including staff and other guests (a) deserve respect and kindness (b) deserve attention (b) should be treated equally (d) should be well informed iii. What does Swachata Abhiyan deal with? (a) Sustainable development (b) Cleanliness and hygiene (c) Environmental protection (d) Tourism development iv. Food safety hazards are divided into how many categories? (a) One (b) Two (c) Three (d) Four v. A friendly smile, spotless premises, and an attractive menu creates (a) lasting impression (b) attraction of restaurants (c) attraction to guests (d) a good first impression vi. Hey! How are you doing is a (a) question (b) greeting (c) sentence (d) gesture vii. We do things because they make us happy, healthy and feel good is an example of (a) inspiration (b) commitment (c) external motivation (d) internal motivation viii. Information that is available on every page at the bottom of a document is known as (a) page number (b) header (c) title (d) footer ix. What solution does an entrepreneur think of to serve the customer? (a) Business idea (b) Trade (c) Profit making (d) Market

-2- NB/XII/T&H(V)/1 x) What is the main role of the government in a green economy? (a) Making inventions (b) Creating awareness (c) Making policies (d) Use new technologies Answer the following questions in one word or one sentence: 2. What is hospitality according to the Oxford Dictionary? 1 3. Write any one etiquette and manner that should be followed when not on duty. 1 4. What does FSSAI stand for? 1 5. Mention any one safety precaution to be observed in any workplace. 1 6. Write any two safety practices for the kitchen. 1 7. What is meant by active listening? 1 8. What is communication skill? 1 9. Write any two ways to set goals. 1 Answer the following questions in 20-50 words: 10. What is service in the hospitality industry? 2 11. Mention any four categories of people that should be tipped upon arrival at a hotel. 2 12. Mention any two etiquettes and manners for hotel/ front office staff. 2 13. How is food quality evaluated? 2 14. Distinguish between hygiene and cleanliness. 2 15. Write any two procedures to handle equipment. 2 16. Write one action each that should be taken immediately inside and outside of the buildings when an earthquake strikes. 2 17. Write any two strategies to create good first impression of your business. 2 Answer any four from the following questions in 60-100 words: 18. Explain any four characteristics of the hospitality industry. 4 19. Explain any four types of PPE used in industry. 4 20. Explain any two categories of food safety hazards. 4 21. Explain any four different ways to communicate effectively in the workplace. 4 22. What is greeting? Explain the two types of greetings. 1+3=4 23. Explain the importance of planning for an entrepreneur. 4 ******************************************