CBSE Class 12 Question Paper 2023 Front Office Operations

Qu e st i o n

P a p e r
2023

Series HEFG Set-4
àíZ-nÌ H$moS>
Q.P. Code 334
amob Z§.
Roll No.

\«$ÝQ> Am°{\$g g§MmbZ
FRONT OFFICE OPERATIONS
:3 : 60
Time allowed : 3 hours Maximum Marks : 60

H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _o§ _w{ÐV n¥ð> 23 h¢ &
àíZ-nÌ _| Xm{hZo hmW H$s Amoa {XE JE àíZ-nÌ H$moS H$mo narjmWu CÎma-nwpñVH$m Ho$
_wI-n¥>ð> na {bI| &
H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| >24 àíZ h¢ &
H¥$n`m àíZ H$m CÎma {bIZm ewê$ H$aZo go nhbo, CÎma-nwpñVH$m _| àíZ H$m H«$_m§H$
Adí` {bI| &
Bg àíZ-nÌ 15 {_ZQ >H$m g_` {X`m J`m h¡ & àíZ-nÌ H$m {dVaU
10.15 ~Oo {H$`m OmEJm & 10.15 ~Oo go 10.30 ~Oo VH$ N>mÌ Ho$db
àíZ- -nwpñVH$m na H$moB© CÎma Zht {bI|Jo &

Please check that this question paper contains 23 printed pages.
Q.P. Code 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 24 questions.
Please write down the serial number of the question in the
answer-book 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.
*
334 Page 1 of 23 P.T.O.

:

(i)
(ii) 24 :

(iii)

(iv) (6 + 18) = 24 3
(6 + 11) = 17
(v)
(vi) : 30 :
(a) 6
(b)
(c)
(d) /
(vii) : 30 :
(a) 18
(b) 11
(c)
(d) /

IÊS> H$ $
(dñVw{ZîR> àíZ) (30 A§H$)

1. amoµOJma H$m¡eb na {XE JE 6 àíZm| _| go {H$Ýht 4 àíZm| Ho$ CÎma Xr{OE & 4 1=4

(i) BZ_| go H$m¡Z-gm CÚ_erbVm H$m JwU h¡ ?
(a)

(b) AmË_{dídmg
(c) AZwHy$berbVm
(d) Omo{I_ boZo H$m S>a
334 Page 2 of 23

General Instructions :
(i) Please read the instructions carefully.
(ii) This question paper consists of 24 questions in two Sections : Section A
and Section B.
(iii) Section A has Objective Type questions, whereas Section B contains
Subjective type questions.
(iv) Out of the given (6 + 18) = 24 questions, a candidate has to answer
(6 + 11) = 17 questions in the allotted (maximum) time of 3 hours.
(v) All questions of a particular section must be attempted in the correct
order.
(vi) Section A : Objective Type Questions (30 marks) :
(a) This section has 6 questions.
(b) There is no negative marking.
(c) Do as per the instructions given.
(d) Marks allotted are mentioned against each question/part.
(vii) Section B : Subjective Type Questions (30 marks) :
(a) This section has 18 questions.
(b) A candidate has to do 11 questions.
(c) Do as per the instructions given.
(d) Marks allotted are mentioned against each question/part.

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) Which one of these is not an entrepreneurial quality ?
(a) Persistence
(b) Self-confidence
(c) Adaptability
(d) Fear of risk taking
334 Page 3 of 23 P.T.O.

(ii) {ZåZ
?
(a) Ka na ahZm
(b) ñdñW Amhma Am¡a n¶m©á ZtX
(c) Ag§J{R>V {ejm{dX
(d) A{YH$ gmoMZm Am¡a VZmd boZm
(iii) ì¶{º$Ëd {dH$mam| H$mo H¡$go Xya {H$¶m Om gH$Vm h¡ ?
(a) AnZo Amn H$mo AbJ aIZm
(b) H$moB© hm°~r / J{V{d{Y Z aIZm
(c) {dídmg ~ZmZm
(d) n¶m©á g§Mma Zht H$aZm

(iv) ____________ g¡ëg H$s EH$ D$Üdm©Ya VarHo$ go ì¶dñWm h¡ &
(a) n§{º$
(b)
(c) H$j
(d) {S>ã~m
(v) CÚ{_Vm {dH$mg ____________

(a) g§a{MV à{ejU
(b) g§ñWmZ ^dZ
(c) (a) Am¡a (b) XmoZm|
(d) g§Mma ~ZmZm
(vi) gob Ho$ H§$Q>|Q> H$mo H$m°nr H$aZo Ho$ {bE H$m¡Z-go ~Q>Z X~mE OmVo h¢ ?
(a) gr Q>r Ama Eb + dr
(b) gr Q>r Ama Eb +
(c) gr Q>r Ama Eb + OoS>
(d) gr Q>r Ama Eb + gr
334 Page 4 of 23

(ii) Which of the following helps in maintaining a positive outlook in
life in the long run ?
(a) Staying at home
(b) Healthy diet and Adequate sleep
(c) Disorganised academics
(d) Overthinking and stressing out

(iii) How can personality disorder be overcome ?
(a) Isolating yourself
(b) Not having a hobby/activity
(c) Building confidence
(d) Not communicating enough

(iv) A __________ is an arrangement of cells in a vertical manner.
(a) Row
(b) Column
(c) Cell
(d) Box

(v) Entrepreneurship development refers to the process of enhancing
entrepreneurial skills and knowledge through __________
programmes.
(a) Structured training
(b) Institution building
(c) Both (a) and (b)
(d) Communication building

(vi) Which buttons are pressed to c
(a) CTRL + V
(b) CTRL + X
(c) CTRL + Z
(d) CTRL + C
334 Page 5 of 23 P.T.O.

2. {XE JE 7 àíZm| _| go {H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 5 1=5

(i) ____________ hþB© Wr &
(a) 1903
(b) 1956
(c) 1914
(d) 1949

(ii) H$aZm) :
(a) A{V{W Ho$
(b) ZrH$m| H$m nmbZ Zht H$aZm
(c) Agä¶ ~ZZm
(d)

(iii) hmoQ>b Ho$ A{V{W H$mo namogo OmZo dmbo g^r ImÚ Am¡a no¶ nXmW© V¡¶ma {H$E OmVo
h¢ :
(a) aoñQ>moa|Q> _|
(b) {H$MZ _|
(c) _|
(d) hmoQ>b _|

(iv) {g ?
(a) wå~B©
(b)
(c) H$mobH$Vm
(d) MoÞB©
(v) A{V{W Ho$ MoH -AmCQ> Ho$ Xm¡amZ [agoße{ZñQ> H$mo H$m¡Z-gm [aH$m°S>© AnS>oQ> H$aZm hmoVm
h¡ ?
(a)
(b)
(c) godm a{OñQ>a
(d) agmoB© a{OñQ>a
334 Page 6 of 23

2. Answer any 5 out of the given 7 questions. 5 1=5
(i) The Ashoka Hotel in Delhi was founded in the year _____ .
(a) 1903
(b) 1956
(c) 1914
(d) 1949

(ii) telephone communication include :
(a) Using the hotel procedures while answering guest calls
(b) Not adhering to telephonic techniques
(c) Being rude
(d) Being uninformed about the hotel

(iii) All the food and beverages that are served to the hotel guest are
prepared in the :
(a) Restaurant
(b) Kitchen
(c) Coffee shop
(d) Hotel

(iv) In which metropolitan city is Hotel Chola Sheraton located ?
(a) Mumbai
(b) Delhi
(c) Kolkata
(d) Chennai

(v) Which record does a receptionist need to update during the
check-out of the guests ?
(a) Current Room Status
(b) Other G Room Status
(c) Service Register
(d) Kitchen Register
334 Page 7 of 23 P.T.O.

(vi) Mm~r {ZåZ{b{IV -gm VarH$m hmoQ>b H$mo AnZmZm
Mm{hE ?
(a) Vmbm ~XbZm
(b) Cgr bm°H$ H$s Xÿgar Mm~r ~ZmZm
(c) (a) Am¡a (b) XmoZm|

(d)

(vii) BH$mo hm :

(a) à^mdr pñWaVm ¶moOZm
(b)

(c)

(d) g§gmYZm| H$m Cn¶moJ {~ëHw$b Zht

3. {XE JE 7 àíZm| _| go {H$Ýht 6 àíZm| Ho$ CÎma Xr{OE & 6 1=6

(i) __________ CÚmoJ ¶H$sZZ Am{V϶ CÚmoJ H$m g~ ÎdnyU© {hñgm h¡ &
(a) hmoQ>b
(b) AñnVmb
(c) {S>ñH$mo Ed§> n~
(d) aoñQ>moa|Q>
(ii) __________ hmoZm
Mm{hE &
(a)

(b) ñdÀN>
(c) Hy$Q>Zr{VH$
(d) AmH$f©H$

334 Page 8 of 23

(vi) In an event of loss of key which of the following practices should
the hotel follow ?
(a) Replace lock
(b) Create another key of the same lock
(c) Both (a) and (b)
(d)

(vii) Criteria of Eco-Hotels include :

(a) Effective sustainability planning
(b) Minimum use of resources

(c) Minimum staff requirements
(d) No use of resources at all

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

(i) The __________ industry is not the most significant part of the
hospitality industry.
(a) Hotel

(b) Hospital
(c) Disco and Pub
(d) Restaurant

(ii) Front office employees should be ___________ while attending to
any problem.
(a) Punctual

(b) Hygienic
(c) Diplomatic
(d) Handsome

334 Page 9 of 23 P.T.O.

(iii) {díd H$s nhbr ¶mÌm EO|gr H$m¡Z-gr h¡ ?
(a) H$mo³g E§S> qH$½g
(b) Wm°
(c) SOTC

(d) ëg

(iv) ,

(a) dopñQ>~wb
(b) bm°~r
(c)

(d) bmC§O

(v) {~bm| H$m ^wJVmZ H$a gH$Vo h¢ :
(a) Q´>odbg© MoH$ go
(b) H«o${S>Q> H$mS>© go
(c) (a) Am¡a (b) XmoZm|

(d) bm°¶ëQ>r H$mS>© go

(vi) AmJ H$mo ~wPm¶m Om gH$Vm h¡ :
(a) hdm {ZH$mb / ~§X H$a Ho$
(b)

(c)

(d) ^mJ OmZo go
334 Page 10 of 23

(iii) ?

(a) Cox and Kings

(b) Thomas Cook

(c) SOTC

(d) Mercury Travels

(iv) It is an area which is located at the entrance of a hotel building
t.

(a) Vestibule

(b) Lobby

(c) Atrium

(d) Lounge

(v) Mode of settlement of Bills is /are :

(a) Travell

(b) Credit card

(c) Both (a) and (b)

(d) Loyalty card

(vi) Fire can be extinguished by :

(a) Removal of air

(b) Adding fuel

(c) Adding salt

(d) Running away
334 Page 11 of 23 P.T.O.

(vii) BH$mo- {H$g ?

(a) na
(b) n¶m©daU na
(c) à~§YZ na
(d) A§V[aj na

4. {XE JE 6 àíZm| _| go {H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 5 1=5

(i) ¶m{̶m| H$s µOê$aVm| H$m n gam¶ (inns) H$mo {H$g
?

(a) noamS>moa
(b)

(c)

(d) a¶moH$mZ

(ii) nr ~r E³g H$m nyU© ê$n ³¶m h¡ ?
(a) npãbH$ ~«m§M E³gM|O
(b) àmBdoQ> ~«m§M E³gM|O
(c) npãbH$ ~«m°S>~oÝS> E³gM|O
(d) àmBdoQ> ~g BZ³bod

(iii) A{V{W H$s noqOJ {H$gHo$ Ûmam H$s OmVr h¡ ?
(a) Or Ama B©
(b) ~ob ~m°¶
(c)

(d) Or Eg Eo

334 Page 12 of 23

(vii) Eco- minimize the impact upon :

(a) Guests

(b) Environment

(c) Management

(d) Space

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

(i) The inns originated in Japan to cater to the needs of the travellers
are known as :

(a) Paradore

(b) Coffee house

(c) Phatnal

(d) Ryokan

(ii) The full form of PBX is :

(a) Public Branch Exchange

(b) Private Branch Exchange

(c) Public Broadband Exchange

(d) Private Bus Enclave

(iii) Paging of the guest is done by :

(a) GRE

(b) Bell boy

(c) FOM

(d) GSA
334 Page 13 of 23 P.T.O.

(iv) & ¶h
EH$ __________ àH$ma H$s {eH$m¶V h¡ &
(a) ¶m§{ÌH$
(b) ì¶mdhm[aH$
(c) godm-g§~§{YV
(d)

(v) gy __________ àH$ma H$s OmZH$mar àXmZ H$aVm h¡ &

(a) hmoQ>b gw{dYmE±
(b) Aݶ A{V{W¶m| Ho$ nVo
(c)

(d)

(vi) , ^bo hr do S>~b
bm°H$ hm|, dh Mm~r h¡ :
(a)

(b)

(c) A{V{W H$j Mm~r
(d)

5. {XE JE 6 àíZm| _| go {H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 5 1=5

(i) XmZ H$aZo H$m H$m¶© H$hbmVm
h¡ :
(a) hmoQ>b
(b) hm°pñnQ>¡{bQ>r
(c)

(d) µOr
334 Page 14 of 23

(iv) complain about the lack of golf course in the hotel.
This is a _____ type of complaint.
(a) Mechanical
(b) Attitudinal
(c) Service-related
(d) Unusual

(v) Information desk agent provides _________ information to the
guests.
(a) Hotel facilities
(b) Addresses of other guests
(c) Daily schedule of other guests
(d) Personal details of other guests

(vi) The key that can open the door locks of all the rooms, even if they
are double locked is called :

(a) Master key
(b) Grand master key

(c) Guest room key
(d) Standard key

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

(i) The act of generously providing care and kindness to someone in
need is called :

(a) Hotel
(b) Hospitality
(c) Help
(d) Hospitable

334 Page 15 of 23 P.T.O.

(ii) {ZåZ{b{IV
h¢ ?
(a) ~mgr ImZm namogZm
(b) aoñQ>ma|Q> H$m Ñí¶ AÀN>m Zm hmoZm
(c)
(d)

(iii) __________ àH$ma Ho$ AmajU Ho$ VhV, hmoQ>b EH$ H$Q>- {V{W VH$ A{V{W Ho$

(a) A{Z[üV
(b) nwpîQ>
(c)
(d) Jma§Q>r
(iv)
H$aVm h¡ Am¡a {eH$m¶V H$aVm h¡, Vmo Bgo H$hm OmVm h¡ :
(a) {Îm {eH$m¶V
(b) ¶m§{ÌH$ {eH$m¶V
(c) godm-g§~§{YV {eH$m¶V
(d)

(v) FAX H$m nyU© ê$n h¡ :
(a)
(b) § eZ
(c)
(d) EÝQ>
(vi)
~aVZo Ho$ {bE ~VmZo Ho$ {bE ³¶m ?
(a) gmdYmZr Ho$ g§Ho$V
(b) IVao Ho$ g§Ho$V
(c) (a) Am¡a (b) XmoZm|
(d) hao g§Ho$V
334 Page 16 of 23

(ii) Which of the following examples does not include guest complaints
related to food ?
(a) Stale food served
(b) Restaurant view not good
(c) Quantity of the food served
(d) Non-vegetarian delivered in place of vegetarian food items

(iii) Under _________ type of reservation, the hotel holds the room for
the guest till a cut-off date.
(a) Tentative
(b) Confirmed
(c) Wait-listed
(d) Guaranteed

(iv) When the guest feels insulted by the rude or tactless hotel staff
and lodges a complaint, it is referred to as :
(a) Attitudinal complaint
(b) Mechanical complaint
(c) Service-related complaint
(d) Unusual complaint

(v) FAX stands for :
(a) Facsimile transaction
(b) Fast transmission
(c) Facsimile transmission
(d) Facsimile transient

(vi) What should be used to warn against potential hazards or to
caution against unsafe practices ?
(a) Caution signs
(b) Danger signs
(c) Both (a) and (b)
(d) Green signs

334 Page 17 of 23 P.T.O.

6. {XE JE 6 àíZm| _| go {H$Ýht 5 àíZm| Ho$ CÎma Xr{OE & 5 1=5

(i) ~mB{~b Ho$ ¶wJ Ho$ gam¶ __________ àH$ma Ho$ Wo &
(a) emZ em¡H$V
(b) AmYw{ZH$
(c) àmMrZ
(d) ^{dî¶dmXr

(ii) {ZåZ{b{IV g§^mbZo Ho$ {bE {Xem{ZX}e h¡ ?
(a) , XmofmamonU na Zht

(b)

(c) a©dmB© H$s àJ{V H$s {ZJamZr H$aZm ^bo hr {eH$m¶V {H$gr
Am¡a Ûmam hb H$s JB© hmo
(d) A{V{W H$mo AHo$bo H$aZm Vm{H$ Xÿgao A{V{W Z gwZ|

(iii) BH$mo- :

(a) ZµOaA§XmµO H$aZm
(b) µJ¡a-ZdrH$aUr¶ g§gmYZmo§ H$m hmg
(c) ZdrH$aUr¶ g§gm
(d)

(iv) VmO J«wn Am° Q>ëg Ho$ g§ñWmnH$ H$m¡Z h¢ ?
(a) ¶
(b) b{bV gwar
(c) b¡ar noO
(d) Or Q>mQ>m
334 Page 18 of 23

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

(i) The inns of Biblical era were of __________ type.

(a) Luxurious

(b) Modern

(c) Primitive

(d) Futuristic

(ii) Which of the following is not a guideline for handling guest
complaints professionally ?

(a) Concentrate on the problem, not on placing blame

(b) Do not take notes until after the guest is finished

(c) Monitor the progress of the corrective action, even if the
complaint was resolved by someone else

(d) Isolate the guest if possible,

(iii) Characteristics for Eco-Hotels include :

(a) Local communities to be neglected

(b) Depletion of non-renewable resources

(c) Less use of renewable resources

(d) Local participation in decision-making

(iv) Who was the founder of the Taj Group of Hotels ?

(a) Mohan Singh Oberoi

(b) Lalit Suri

(c) Larry Page

(d) Jamshedji, Tata

334 Page 19 of 23 P.T.O.

(v) ~ob S>oñH$ H$m ZoV¥Ëd {H$gHo$ Ûmam {H$¶m OmVm h¡ ?
(a) ~ob H$ámZ
(b) ~ob ~m°¶
(c) ~ob hm°n
(d) noO ~m°¶>

(vi) gwajm {d^mJ H$m ZoV¥Ëd {H$gHo$ Ûmam {H$¶m OmVm h¡ ?
(a) go
(b) gwajm à~§YH$
(c) L & D à~§YH$

(d) ÝQ>oZ|g

IÊS>-I
({df¶naH$ àH$ma Ho$ àíZ)

5 3
20 30 3 2=6

7. ?

8.

9. ñbmBS> emo MbmZo Ho$ {bE {H$g H$s~moS>© H$s H$m à¶moJ {H$¶m OmVm h¡ ?

10. bE Amdí¶H$ JwUm| H$s gyMr ~ZmE± &

11. h¢ ?

334 Page 20 of 23

(v) The bell desk is headed by :

(a) Bell captain

(b) Bell boy

(c) Bell hop

(d) Page boy

(vi) Who heads the Security department ?

(a) Safety Manager

(b) Security Manager

(c) L & D Manager

(d) Maintenance Manager

SECTION-B
(Subjective Type Questions)

Answer any 3 questions out of the given 5 questions on Employability Skills.
Answer each question in 20 30 words each. 3 2=6

7. What are some common entrepreneurial competencies found in people ?

8. Mention the different ways to maintain positive attitude in life.

9. Which keyboard key is used when running a slide show ?

10. Enlist the qualities needed to successfully run an enterprise.

11. What are some common personality disorders ?

334 Page 21 of 23 P.T.O.

5 3 20 30 3 2=6

12. :

13. Am¡a {b{IE &
14. -Am ¡?
15. h h¢ ?
16. B©H$mo-hmoQ>bm| h¢ ?

3 2 30 50 2 3=6

17. \$ ~ZZo {H$ {bE {H$Z ¶mo½¶VmAmo| H$s Amdí¶H$Vm hmoVr h¡ ?
18. _rH$ J«mhH$ ?

19. n¶m©daÊm Ho$ AZwHy$b

5 3 50 80 3 4=12

20. {H$gr hmoQ>b Ho$ {d{^Þ {d^mJm| Ûmam {H$E JE H$m¶m] Ho$ AmYma na CZH$m dJuH$aU H$s{OE &
21. A{V{W Ho$ MoqH$J-BZ H$s à{H«$¶m ³¶m h¡ ?
22. MoH$-AmCQ> à{H«$¶m MaU ³¶m h¢ ?
23. à^mdr Hw±$Or oJ H$s OmZo dmbr {d{^Þ àH$ma H$s Mm{~¶m| Ho$

24. A{V{W {eH$m¶Vm| go {ZnQ>Zo H$s VH$ZrH$m| H$mo gyMr~Õ H$a| &

334 Page 22 of 23

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

12. Mention the factors that commonly promote tourism.

13. Write the do

14. What is check-out at the front office ?

15. What is the role of the Security Department in hotels ?

16. What do you mean by Eco-Hotels ?

Answer any 2 out of the given 3 questions in 30 50 words each. 2 3=6

17. What are the competencies needed to be a front office staff ?

18. What do you understand by eek customer ?

19. Mention the characteristics of an eco-friendly hotel.

Answer any 3 out of the given 5 questions in 50 80 words each. 3 4=12

20. Classify different departments of a hotel on the basis of functions
performed by them.

21. What is the process of checking-in the guest ?

22. What are the standard check-out process steps ?

23. Discuss all different types of keys used in hotels for effective key control.

24. Enlist the techniques used for handling guest complaints.

334 Page 23 of 23 P.T.O.