CBSE Class 12 Question Paper 2025 Solution Front Office Operations

Marking Scheme
Strictly Confidential
(For Internal and Restricted use only)
Senior School Certificate Examination, 2025
SUBJECT NAME FRONT OFFICE OPERATIONS (Q.P. CODE 334)

General Instructions: -

1 You are aware that evaluation is the most important process in the actual and correct
assessment of the candidates. A small mistake in evaluation may lead to serious problems
which may affect the future of the candidates, education system and teaching profession.
To avoid mistakes, it is requested that before starting evaluation, you must read and
understand the spot evaluation guidelines carefully.
2 “Evaluation policy is a confidential policy as it is related to the confidentiality of the
examinations conducted, Evaluation done and several other aspects. Its’ leakage to
public in any manner could lead to derailment of the examination system and affect
the life and future of millions of candidates. Sharing this policy/document to
anyone, publishing in any magazine and printing in News Paper/Website etc may
invite action under various rules of the Board and IPC.”
3 Evaluation is to be done as per instructions provided in the Marking Scheme. It should not
be done according to one’s own interpretation or any other consideration. Marking
Scheme should be strictly adhered to and religiously followed. However, while
evaluating, answers which are based on latest information or knowledge and/or are
innovative, they may be assessed for their correctness otherwise and due marks be
awarded to them. In class-X, while evaluating two competency-based questions,
please try to understand given answer and even if reply is not from marking scheme
but correct competency is enumerated by the candidate, due marks should be
awarded.
4 The Marking scheme carries only suggested value points for the answers
These are in the nature of Guidelines only and do not constitute the complete answer. The
students can have their own expression and if the expression is correct, the due marks
should be awarded accordingly.
5 The Head-Examiner must go through the first five answer books evaluated by each
evaluator on the first day, to ensure that evaluation has been carried out as per the
instructions given in the Marking Scheme. If there is any variation, the same should be
zero after delibration and discussion. The remaining answer books meant for evaluation
shall be given only after ensuring that there is no significant variation in the marking of
individual evaluators.
6 Evaluators will mark( √ ) wherever answer is correct. For wrong answer CROSS ‘X” be
marked. Evaluators will not put right (✓)while evaluating which gives an impression that
answer is correct and no marks are awarded. This is most common mistake which
evaluators are committing.
7 If a question has parts, please award marks on the right-hand side for each part. Marks
awarded for different parts of the question should then be totaled up and written in the left-
hand margin and encircled. This may be followed strictly.
8 If a question does not have any parts, marks must be awarded in the left-hand margin and
encircled. This may also be followed strictly.
9 If a student has attempted an extra question, answer of the question deserving more
marks should be retained and the other answer scored out with a note “Extra Question”.
334 1 P.T.O.

10 No marks to be deducted for the cumulative effect of an error. It should be penalized only
once.
11 A full scale of marks __________(example 0 to 80/70/60/50/40/30 marks as given in
Question Paper) has to be used. Please do not hesitate to award full marks if the answer
deserves it.
12 Every examiner has to necessarily do evaluation work for full working hours i.e., 8 hours
every day and evaluate 20 answer books per day in main subjects and 25 answer books
per day in other subjects (Details are given in Spot Guidelines).This is in view of the
reduced syllabus and number of questions in question paper.
13 Ensure that you do not make the following common types of errors committed by the
Examiner in the past:-
● Leaving answer or part thereof unassessed in an answer book.
● Giving more marks for an answer than assigned to it.
● Wrong totaling of marks awarded on an answer.
● Wrong transfer of marks from the inside pages of the answer book to the title page.
● Wrong question wise totaling on the title page.
● Wrong totaling of marks of the two columns on the title page.
● Wrong grand total.
● Marks in words and figures not tallying/not same.
● Wrong transfer of marks from the answer book to online award list.
● Answers marked as correct, but marks not awarded. (Ensure that the right tick mark
is correctly and clearly indicated. It should merely be a line. Same is with the X for
incorrect answer.)
● Half or a part of answer marked correct and the rest as wrong, but no marks awarded.
14 While evaluating the answer books if the answer is found to be totally incorrect, it should
be marked as cross (X) and awarded zero (0)Marks.
15 Any unassessed portion, non-carrying over of marks to the title page, or totaling error
detected by the candidate shall damage the prestige of all the personnel engaged in the
evaluation work as also of the Board. Hence, in order to uphold the prestige of all
concerned, it is again reiterated that the instructions be followed meticulously and
judiciously.
16 The Examiners should acquaint themselves with the guidelines given in the “Guidelines
for Spot Evaluation” before starting the actual evaluation.
17 Every Examiner shall also ensure that all the answers are evaluated, marks carried over to
the title page, correctly totaled and written in figures and words.
18 The candidates are entitled to obtain photocopy of the Answer Book on request on
payment of the prescribed processing fee. All Examiners/Additional Head Examiners/Head
Examiners are once again reminded that they must ensure that evaluation is carried out
strictly as per value points for each answer as given in the Marking Scheme.

334 2

Set 4 >

$
MARKING SCHEME
FRONT OFFICE OPERATIONS

SECTION A
(Objective Type Questions) (30 marks)

1. Answer any 4 questions out of the given 6 questions on Employability
Skills. 41=4

(i) (D) Motivation 1

(ii) (A) Mental 1

(iii) (B) Impatience 1

(iv) (C) MS PowerPoint 1

(v) (B) Wage-employed 1

(vi) (A) Solar energy 1

2. Answer any 5 out of the given 7 questions. 51=5

(i) (B) Europe 1

(ii) (D) Greet guests with a smile 1

(iii) (A) Booking more room than available to maximise revenue 1

(iv) (B) Global Distribution System 1

(v) (D) Food and beverage Services 1

334 3 P.T.O.

(vi) (D) Security of the guest’s and hotel’s property 1

(vii) (D) Eco tourism 1

3. Answer any 6 out of the given 7 questions. 61=6

(i) (A) Hospitality 1

(ii) (B) Answer without introducing yourself. 1

(iii) (A) Room assignments 1

(iv) (C) Conducting Room Cleaning 1

(v) (D) Reception 1

(vi) (A) Front office cashier 1

(vii) (D) Negligible economic return to the community 1

4. Answer any 5 out of the given 6 questions. 51=5

(i) (A) Business Trip 1

(ii) (D) Maintaining good personal hygiene 1

(iii) (C) Bell captain 1

(iv) (A) Food and Beverage 1

(v) (D) Smoke Detector 1

(vi) (C) Attitude; behaviour 1

5. Answer any 5 out of the given 6 questions. 51=5

(i) (A) Dharamshala 1

(ii) (A) Rooms Division 1

(iii) (A) Telephone operator 1

(iv) (A) Telephone 1

334 4

(v) (C) Guest room key 1

(vi) (A) Lack of assistance with luggage 1

6. Answer any 5 out of the given 6 questions. 51=5

(i) (A) Lemon Tree Hotels 1

(ii) (B) Reception 1

(iii) (A) Cut-off date 1

(iv) (C) Left luggage room 1

(v) (B) Near the lobby and lift 1

(vi) (A) Effective use of front office log book 1

334 5 P.T.O.

SECTION B
(Subjective Type Questions) (30 Marks)
Answer any 3 questions out of the given 5 questions on Employability Skills. Answer each
question in 20 – 30 words. 32=6

7.

i. Verbal

ii. Non-Verbal

iii. Written

iv. Visual

(Any other relevant point)
8. A goal is somewhere we want to reach. OR It is the aim or result that we want
from an activity. 2

9. Types of spreadsheets:- 2

Microsoft Excel
LibreOffice Calc
Google Sheets
(Any 2)

10. Encourage Creativity
Innovation
Financial Independence
(Any other relevant point) 2

11. Sustainable Development goals. 2

Answer any 3 out of the given 5 questions in 20 – 30 words each. 32=6

12.
Ancient Era 2
Grand Tour Era
Modern Era

334 6

13.

Be Polite and Helpful 2
Modulate voice
Friendly , Interested/helpful, cheerful and concerned tone
Should not sound mechanical
Speak clearly, slowly and distinctly
Do not use technical/unfamiliar terms
Be Brief but not rushed
Listen attentively
Make notes
Repeat the information to confirm the correctness of information
Interrupt call courteously
Transfer call courteously
Advice the person briefly on the caller’s name and nature of enquiry. Make the
connection
Complete the call
Put the caller on hold if need be
(Any other relevant point)

14. Laundry, Swimming Pool, Telephone. (Any Two) 2
15.
Smoke Detectors 2
Water Sprinklers
Fire Extinguisher

16. Ecotels : use environment friendly practices where as regular hotels basically
provides paid accommodation and are not concerned very much with their
environment improvement practices. 2

Answer any 2 out of the given 3 questions in 30 – 50 words each. 23=6
17.
Qualities required for Receptionist

Be conscious of their image-they dress smartly and carry themselves
confidently.
Be knowledgeable and have the required specialized skills and experience

334 7 P.T.O.

Be hard working, self disciplines individuals who are accountable for their
words and actions.
Be visionary leaders who can motivate their subordinates.
Be honest and trustworthy
Willing to learn from mistakes
Respond to a crisis and effectively resolve problems.
Always be optimistic by displaying positive attitude
Be compassionate and humble
Always be willing to help others

(Any Six)

18. It is an example of GDS. This is used for Booking of Hotels, Airlines and other
Travel related services. 3
19. Aggressive Customer complains loudly to any and all who will listen. Aggressive
Customers don’t respond well to those who are aggressive in return 3

Answer any 3 out of the given 5 questions in 50 – 80 words each. 34=12
20. Central Reservation System : Deals with booking of rooms of chain property
where as GDS helps us to book airlines ticket, hotels and also car rentals. 4

21. The most important outcome of the reservation process is having a guestroom
ready and waiting when the guest arrives.

This guestroom should not be just any room , but the room that best meets the
needs the guest expressed the reservation process.
4
22.
Death of Inhouse Guest

Whenever information comes regarding death of an in-house guest the Front
Office Manager should be reported directly who informs the General Manager
and the Security Manager.

Later on the police authority is even told and the hotel doctor is summoned to
confirm the death of the guest.

The residential address of the guests is also identified and the relatives are
informed.
334 8

Once the doctor has confirmed the death and the police has given the
permission the dead body is removed by the help of a stretcher.
A death certificate is also prepared and a report is prepared mentioning the
time, room number and other details related to the deceased guest.

The guest room is locked and sealed and after the permission and clearance of
police the room is opened and spring cleaned and can be resold again after the
approval of the local authority.
4
23. Grand master key opens all locks of the door even if they are double locked
when as master key open do locks of all guest room but not double locked ones. 4

24. Air condition is not working 4

Water is leaking

Room furniture wobbling

Television not working

AC is noisy

334 9 P.T.O.