ISC Class 12 Specimen Paper 2022 Hospitality Management Semester 2

ISC SEMESTER 2 EXAMINATION
SPECIMEN QUESTION PAPER
HOSPITALITY MANAGEMENT
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Maximum Marks: 35
Time allowed: One and a half hour
Candidates are allowed an additional 10 minutes for only reading the paper.
They must NOT start writing during this time.
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Answer all questions in Section A, Section B and Section C.
The intended marks for questions or parts of questions are given in brackets.[ ]
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SECTION A – 7 MARKS
Question 1
(i) Give the full form of UNWTO. [1]
(ii) Give the full form of EP plan. [1]
(iii) Mention any one factor that is the basis for classification of hotels in India. [1]
(iv) Name the classification committee responsible for classifying hotels in the [1]
USA.
(v) The appropriate time of serving supper in a hotel is _________. [1]
(vi) The hotels near the airport are known as: [1]
(a) Transit hotels
(b) Transient hotels
(c) Commercial hotels
(d) Downtown hotels
(vii) The guest room in a hotel with two separate beds is known as ________ room. [1]
(a) Suite
(b) Twin
(c) Efficiency
(d) Single

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SECTION B – 12 MARKS
Answer the following questions briefly.
Question 2 [2]
Define sauce.
Question 3 [2]
(i) List any two advantages of American service in a hotel.
OR
(ii) List any two disadvantages of American service in a hotel.
Question 4 [2]
Explain the key history register used by the housekeeping control desk.
Question 5 [2]
Briefly discuss the meaning of Studio Room in a hotel.
Question 6 [2]
Explain the method of cleaning a wallpaper.
Question 7 [2]
What is meant by brunch?

SECTION C – 16 MARKS
Question 8 [4]
List the four processes in the guest cycle.
Question 9 [4]
(i) Explain Side Table service provided by Food & Beverage department in a hotel.
OR
(ii) Explain Pre-plated service provided by Food & Beverage department in a
hotel.
Question 10 [4]
List any two dos and any two don’ts for an employee of a restaurant while handling a
guest complaint.

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Question 11
A guest named Mr. John had given his blazer to the housekeeping desk attendant for
dry-cleaning. The desk attendant had sent the blazer to the laundry department where
the laundry attendant mistakenly put the blazer in the laundry list instead of the
dry-cleaning list. When it was returned to Mr. John, he complained that the blazer had
considerably shrunk and had not been dry-cleaned. It was a branded and expensive
blazer gifted to him by his mother.
(i) What is the first step the housekeeping desk attendant should take while [1]
speaking to the guest who complained in this case?
(ii) As per the situation given above, who is responsible for the mistake? [1]
(iii) Keeping in mind the handling guest complaints techniques, what should the [2]
manager of the department do to pacify the guest?

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