CBSE Class 12 Front Office Operations Question Paper 2019

SET-4
Series BVM H$moS> Z§.
Code No. 277
amob Z§. narjmWu H$moS >H$mo CÎma-nwpñVH$m Ho$ _wI-n¥ð
Roll No. >na Adí` {bIo§ &
Candidates must write the Code on the
title page of the answer-book.

 H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _o§ _w{ÐV n¥ð> 7 h¢ &
 àíZ-nÌ _| Xm{hZo hmW H$s Amoa {XE JE H$moS >Zå~a H$mo N>mÌ CÎma-nwpñVH$m Ho$ _wI-n¥>ð> na {bI| &
 H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| >33 àíZ h¢ &
 H¥$n`m àíZ H$m CÎma {bIZm ewê$ H$aZo go nhbo, àíZ H$m H«$_m§H$ Adí` {bI| &
 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 nydm©• _|
10.15 ~Oo {H$`m OmEJm & 10.15 ~Oo go 10.30 ~Oo VH$ 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 &
 Please check that this question paper contains 7 printed pages.
 Code number given on the right hand side of the question paper should be
written on the title page of the answer-book by the candidate.
 Please check that this question paper contains 33 questions.
 Please write down the Serial Number of the question before
attempting it.
 15 minute time has been allotted to read this question paper. The question
paper will be distributed at 10.15 a.m. From 10.15 a.m. to 10.30 a.m., the
students will read the question paper only and will not write any answer on
the answer-book during this period.

\«$ÝQ> Am°{\$g g§MmbZ
FRONT OFFICE OPERATIONS

{ZYm©[aV g_` : 3 KÊQ>o A{YH$V_ A§H$ : 60
Time allowed : 3 hours Maximum Marks : 60

277 1 P.T.O.

gm_mÝ` {ZX}e :
(i) Bg àíZ-nÌ _| 33 àíZ em{_b h¢ {OZ_| go Aä`Wu H$mo {g\©$ 25 àíZ H$aZo H$s µOê$aV
h¡ &
(ii) àíZ-nÌ Xmo IÊS>m| _| {d^m{OV h¡ &
IÊS> A$
 ~hþ{dH$ënr` àíZ /[aº ñWmZ ^[aE /grYo àíZ : Hw$b 12 àíZ em{_b h¢ Omo
1 – 1 A§H$ Ho$ h¢ & BZ_| go {H$Ýht 10 àíZm| Ho$ CÎma Xr{OE &

 A{V bKw CÎmar` àíZ : BZ_| Hw$b 7 àíZ em{_b h¢, àË`oH$ 2 A§H$ Ho$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
 bKw CÎmar` àíZ : BZ_| Hw$b 7 àíZ em{_b h¢, àË`oH$ 3 A§H$ Ho$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
IÊS> ~
XrK© CÎmar` /{Z~ÝYmË_H$ àíZ : BZ_| Hw$b 7 àíZ em{_b h¢, àË`oH$ 5 A§H$ Ho$ h¢ & BZ_|
go {H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
General Instructions :

(i) This question paper contains 33 questions out of which the candidate
needs to attempt only 25 questions.

(ii) Question paper is divided into two sections.

SECTION A
 Multiple choice questions / Fill in the blanks/Direct questions :
contains total 12 questions of 1 mark each. Answer
any 10 questions.
 Very short answer type questions : contains total 7 questions of
2 marks each. Answer any 5 questions.
 Short answer type questions : contains total 7 questions of 3 marks
each. Answer any 5 questions.

SECTION B

Long answer / Essay type questions : contains total 7 questions of 5 marks
each. Answer any 5 questions.

277 2

IÊS> A$
SECTION A

{XE JE ~mah ‘| go {H$Ýht Xg àíZm| Ho$ CÎma Xr{OE & 1×10=10
Answer any ten questions from the given twelve.

1. JoñQ> ’$mo{b¶mo (guest folio) ImobZo Ed§ E E§S> S>r a{OñQ>a (A and D register) H$mo
ZdrZrH$aU H$aZo H$s {Oå‘oXmar {H$g-{H$g H$s hmoVr h¡ ? 1
Who are responsible for opening the guest folio and updating the A and D
register ?

2. A{V{W ^wJVmZ H$aZo Ho$ {bE H$m¡Z-go Xmo bmoH${à` VarHo$ Cn¶moJ H$aVo h¢ ? 1
List two popular modes of payment used by the guests.

3. ’$m°‘© E’$ (Form F) {H$g {bE à¶moJ {H$¶m OmVm h¡ ? 1
What is Form F used for ?

4. drgm (Visa) H$m ³¶m CÔoí¶ h¡ ? 1
What is the purpose of Visa ?

5. {S>nmM©a EaÝS> H$mS>© (departure errand card) ~ZmZo H$m EH$ H$maU ~VmBE & 1
Mention one reason for making a departure errand card.

6. ê$q‘J (Rooming) go Amn ³¶m g‘PVo h¢ ? 1
What do you understand by Rooming ?

7. ~‹S>o hmoQ>b AnZr AmCQ>JmoB§J ‘ob (outgoing mail) H$mo g§^mbZo Ho$ {bE {H$g ‘erZ H$m
à¶moJ H$aVo h¢ ? 1
Which machine is used by large hotels to handle their outgoing mails ?

8. H$mS>© Q>oñQ> (card test) H$m à¶moJ H$aZo H$m CÔoí¶ ~VmBE & 1
State the purpose of using card test.

277 3 P.T.O.

9. dr.Amo.AmB©.nr. (VOIP) H$m à¶moJ H$aZo H$s EH$ H$‘r {b{IE & 1
Write one drawback of using VOIP.

10. H$m°ÝgrAO© (concierge) {H$go [anmoQ>© (report) H$aVm h¡ ? 1
Whom does a concierge report to ?

11. Adm§N>Zr¶ (unwelcome) A{V{W¶m| Ho$ Zm‘ hmoQ>b H$s {H$g {H$Vm~ ‘| {bIo OmVo h¢ ? 1
Which book contains the names of guests who are not welcome in the
hotel ?

12. ~a‘wS>m ßbmZ (Bermuda plan) go Amn ³¶m g‘PVo h¢ ? 1
What do you understand by Bermuda plan ?

{XE JE gmV ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 2×5=10
Answer any five questions from the given seven.

13. hmoQ>b ‘| R>haVo g‘¶ A{V{W`m| H$mo H$m¡Z-gr Mma gw{dYmE± Xr OmVr h¢, ~VmBE & 2
Mention four services provided to the guests during their stay.

14. JoñQ> gmB{H$b Ho$ àñWmZ Ho$ MaU H$s {H$Ýht Mma J{V{d{Y¶m| H$mo gyMr~Õ H$s{OE & 2
List any four activities done at the departure stage of guest cycle.

15. H$‘ao ~oMZo Ho$ {bE ’«$ÝQ> Am°{’$g (front office) H$‘©Mmar H$mo Mma VH$ZrH|$ gwPmBE & 2
Suggest four techniques a front office staff can adopt to sell their rooms.

16. H$‘am XoZo go nyd©, à˶oH$ A{V{W H$m n§OrH$aU H$aZm A{V Amdí¶H$ h¡ & Bg H$WZ H$s
{H$Ýht Mma H$maUm| H$s ghm¶Vm go nwpîQ> H$s{OE & 2
It is important to register each guest before giving him a room. Support
this statement with the help of any four reasons.

17. hmoQ>b _| BZ-hmCg (in-house) JoñQ> (guest) ‘ob (mail) H¡$go g§^mbr OmVr h¡ ? 2
How is in-house guest mail handled in a hotel ?

277 4

18. H$m°ÝgrAO© (concierge) ‘| H$m¡Z-gr Mma j‘VmE± hmoZr Mm{hE± ? 2
Write any four abilities a concierge should possess.

19. ‘a’$s ~oS> (murphy bed) Ed§ hm°brdwS> ~oS> (hollywood bed) Ho$ ~rM EH$ A§Va
{b{IE & 2
Write one difference between Murphy bed and Hollywood bed.

20. EH$ n§OrH$aU ~wH$ (registration book) H$m àmê$n ~ZmBE & 2
Draw a format of a registration book.

{XE JE gmV ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 3×5=15
Answer any five questions from the given seven.

21. byµO br’$ a{OñQ>a (loose leaf register) Ho$ H$moB© VrZ bm^ Ed§ VrZ H${‘¶m± {b{IE & 3

Write any three advantages and three drawbacks of a loose leaf register.

22. ~ob H¡$ßQ>Z H$ÝQ´>mob erQ> (bell captain control sheet) H$m àmê$n ~ZmBE & 3

Make a format of bell captain control sheet.

23. lr g¡å¶yb Hw$N> {XZm| Ho$ {bE hmoQ>b ‘| AnZm ^mar gm‘mZ N>mo‹S>Zm MmhVo h¢ & ~ob H¡$ßQ>Z
hmoZo Ho$ ZmVo Amn BgHo$ {bE H$m¡Z-gr H$m¶©àUmbr AnZmE±Jo ? 3

Mr. Samuel wants to leave his heavy luggage in the hotel for some days.
As a bell captain, what procedure would you adopt ?

24. A{V{W H$s gwajm gw{ZpíMV H$aZo Ho$ {bE, YmVw H$s Mm{~¶m| (Metallic keys) H$m à¶moJ
H$aVo g‘¶, H$m¡Z-gr N>: gmdYm{Z¶m± AnZmZr Mm{hE ? 3

What six precautions should be adopted while using metallic keys to
ensure security of a guest ?

277 5 P.T.O.

25. EH$ A{V{W Ho$ {bE, ¶mÌm H$s ¶moOZm ~ZmVo g‘¶, EH$ H$m°ÝgrAO© (concierge) H$mo
H$m¡Z-gr N>: ‘w»¶ OmZH$mar EH${ÌV H$aZr Mm{hE ? 3

Write six important information a concierge should collect while making
a travel plan for a guest.

26. amo{hV EH$ Q>obrµ\$moZ gwnadmBµOa (supervisor) h¡ & Cgo CgH$s N>: Aݶ H$m¶© g§~§{YV
{Oå‘oXm[a¶m| go AdJV H$amBE & 3

Rohit is a telephone supervisor. Make him aware of his six other
work-related responsibilities.
IÊS> ~
SECTION B

{XE JE gmV ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 5×5=25
Answer any five questions from the given seven.

27. JoñQ> gmB{H$b (guest cycle) Ho$ àr-a{OñQ´>oeZ MaU (pre-registration stage) Ed§
a{OñQ´>oeZ MaU (registration stage) H$s H$moB© nm±M-nm±M J{V{d{Y¶m± {b{IE & 5
Write any five activities that are done at pre-registration and registration
stages of a guest cycle.

28. EH$ {dXoer A{V{W (foreign guest) Ho$ MoH$-BZ (check-in) H$m¶©àUmbr H$mo H«$‘mZwgma
{b{IE & 5
Sequence the check-in procedure of a foreign guest.

29. ~ob S>oñH$ (bell desk) Ho$ {bE {H$Ýht Xg CnH$aUm| H$m gwPmd Xr{OE & 5
Suggest any ten equipments needed for a bell desk.

30. lr‘mZ qgh Zo 25 OZdar, 2019 H$mo nb© hmoQ>b Ho$ H$‘am Zå~a 304 ‘| MoH$-BZ
(check-in) {H$¶m & dh 29 OZdar, 2019 H$mo àñWmZ H$a|Jo & Bg OmZH$mar Ho$ AmYma na
EH$ ‘H$s H$mS>©’ (key card) ~ZmBE & 5
Mr. Singh has just checked-in to your hotel Pearl on 25th January, 2019,
in room number 304. He will depart on 29th January, 2019. Prepare a
‘key card’ on the basis of this information.

277 6

31. K{Q>¶m godmAm| Ho$ H$maU lr e‘m© hmoQ>b Ho$ H$‘©Mmar na {M„m aho h¢ & Bg pñW{V go {ZnQ>Zo
Ho$ {bE ’«$ÝQ> Am°{’$g H$‘©Mmar H$mo Xg {Xem{ZX}em| H$m gwPmd Xr{OE & 5
Mr. Sharma is shouting at the hotel staff for poor services. Suggest ten
guidelines to the front office staff to handle this situation.

32. àË`oH$ Q>obrµ\$moZ Am°naoQ>a ‘| H$m¡Z-gr Xg {eîQ>VmE± hmoZr Mm{hE, {b{IE & 5
Write ten etiquettes every telephone operator should possess.

33. nr.~r.E³g. (PBX) Ed§ nr.E.~r.E³g. (PABX) Ho$ ~rM A§Va ñnîQ> H$s{OE & 5
Differentiate between PBX and PABX.

277 7 P.T.O.