CBSE Class 12 Question Paper 2022 Front Office Operations

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Q.P. Code 334
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Roll No. _wI-n¥ð >na Adí` {bIo§ &
Candidates must write the Q.P. 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$s Amoa {XE JE àíZ-nÌ H$moS H$mo narjmWu CÎma-nwpñVH$m Ho$ _wI-n¥>ð> na
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H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| >25 àíZ h¢ &
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Bg àíZ-nÌ 15 {_ZQ >H$m g_` {X`m J`m h¡ & àíZ-
10.15 ~Oo {H$`m OmEJm & 10.15 ~Oo go 10.30 ~Oo VH$ N>mÌ Ho$db àíZ-
Bg Ad{Y Ho$ Xm¡amZ do CÎma-nwpñVH$m na H$moB© CÎma Zht {bI|Jo &
Please check that this question paper contains 7 printed pages.
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 25 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.

\«$ÝQ> Am°{\$g g§MmbZ
FRONT OFFICE OPERATIONS
1
:1 : 30
2
1
Time allowed : 1 hours Maximum Marks : 30
2

334 Page 1 P.T.O.

:

(i)

(ii)

(iii) 5 6
1 4
5 6

(iv) 17 16
7 13
14 18
19 22

(v) 8 3
23 25

(vi)

(vii) /

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(amoµOJma H$m¡eb) (3+2=5 A§H$)
4 3 3 1=3
1. CÚ{_`m| Ho$ {H$Ýht 1
2. 1
3. ^dZ Ed§ {Z_m©U Ho$ joÌ _| {H$Ýht Xmo h[aV H$m`m] Ho$ Zm_ {b{IE & 1
4. {H$Ýht Xmo J«rZhmCg J¡gm| Ho$ Zm_ {b{IE & 1

2 1 1 2=2
5. ? 2
6. Obdm`w n[adV©Z na amï´>r` H$m`© `moOZm (EZ.E.nr.gr.gr.
H$s{OE & 2
334 Page 2

General Instructions :
(i) Please read the instructions carefully.
(ii) This question paper is divided into three sections, viz. Section A,
Section B and Section C.
(iii) Section A is of 5 marks and has 6 questions on Employability Skills.
(a) Questions number 1 to 4 are one mark questions. Attempt any
three questions.
(b) Questions number 5 and 6 are two marks questions. Attempt any
one question.
(iv) Section B is of 17 marks and has 16 questions on Subject Specific Skills.
(a) Questions number 7 to 13 are one mark questions. Attempt any
five questions.
(b) Questions number 14 to 18 are two marks questions. Attempt any
three questions.
(c) Questions number 19 to 22 are three marks questions. Attempt any
two questions.
(v) Section C is of 8 marks and has 3 Competency-Based Questions.
Questions number 23 to 25 are four marks questions. Attempt any
two questions.
(vi) Do as per the instructions given in the respective sections.
(vii) Marks allotted are mentioned against each section/question.

SECTION A
(Employability Skills) (3+2=5 marks)

Answer any 3 questions out of the given 4 questions. 3 1=3
1. Mention any two qualities of entrepreneurs. 1
2. Briefly explain first generation entrepreneurs. 1
3. Name any two green jobs in the field of Building and Construction. 1
4. Name any two greenhouse gases. 1

Answer any 1 question out of the given 2 questions. 1 2=2
5. What do you understand by interpersonal skills and organisational
skills ? 2
6. State any four missions of the National Action Plan on Climate Change
(NAPCC). 2
334 Page 3 P.T.O.

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({df` {d{eï> H$m¡eb) (5+6+6=17 A§H$)

7 5 5 1=5

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8. ? 1

9. ? 1

10. ? 1

11. {H$gr hmoQ>b _| Agm_mÝ` {eH$m`Vm| Ho$ CXmhaU Xr{OE & (H$moB© ) 1

12. ? 1

13. n`m©daUr` n`©Q>Z H$mo n[a^m{fV H$s{OE & 1

5 3 3 2=6

14. EH$ hmoQ>b _| A{V{W gmB{H$b (MH«$) Ho$ àñWmZ MaU _| à_wI \«§$Q> Am°{\$g J{V{d{Y`m|
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15. ? 2

16. B©-Mm~ ? 2

17. g§jon _| g_PmBE {H$ hmB© amoba J«mhH$ Ûmam CR>mB© JB© {eH$m`Vm| na hmoQ>b Ho$ H$_©Mm[a`m|
H$mo H¡$go à{V{H«$`m XoZr Mm{hE & 2

18. ? 2

4 2 2 3=6

19. A{V{W H$mo AmajU H$m _hÎd g_PmBE & 3

20. ? 3

21. {H$gr hmoQ>b _| gwajm {d^mJ H$m g§JR>Z MmQ>© ~ZmBE & 3

22. J«rZ hmoQ>bm| H$s {H$Ýht N>h {deofVmAm| H$mo gyMr~Õ H$s{OE & 3

334 Page 4

SECTION B
(Subject Specific Skills) (5+6+6=17 marks)

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

7. What is waitlisted reservation ? 1
8. What do you understand by No-Show ? 1
9. What is Whitney system in a hotel ? 1
10. What is Safe Deposit ? 1
11. Give examples of unusual complaints in a hotel. (Any four) 1

12. What is the use of a Guest Complaint Card in a hotel ? 1
13. Define Ecotourism. 1

Answer any 3 out of the given 5 questions. 3 2=6

14. Enlist the major Front Office activities in the Departure Stage of the
Guest Cycle in a hotel. 2
15. What is a Peephole, in a guest room ? 2

16. What is E-key ? 2
17. Explain briefly how the hotel staff should respond to the complaints
raised by the High Roller customer. 2

18. What is Green Seal ? 2

Answer any 2 questions out of the given 4 questions. 2 3=6

19. Explain the importance of reservation to the guest. 3

20. What is a Letting Chart ? 3

21. Draw the organisation chart of the Security Department in a hotel. 3

22. Enlist any six characteristics of Green Hotels. 3

334 Page 5 P.T.O.

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(`mo½`Vm-AmYm[aV àíZ) (2 4=8 A§H$)
3 2

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g§~§{YV H$m`m] H$s ì`m»`m H$s{OE : 4
(a) H$_ao H$m Am~§Q>Z
(b) gyMZm godm
24. EH$ _{hbm A{V{W AmnHo$ hmoQ>b _| EH$ H$_am boZm MmhVr h¡ & dh hmoQ>b _| AnZr gwajm
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{bE gwa{jV h¡ ? 4

25. A{V{W {eH$m`Vm| H$mo g§^mbZo _| AZwdVu à{H«$`m H$s ì`m»`m H$s{OE & 4

334 Page 6

SECTION C
(Competency-Based Questions) (2 4=8 marks)

Answer any 2 questions out of the given 3 questions.

23. The check-in procedure of guests in a hotel comprises of various stages.
Explain the functions related to the following stages : 4
(a) Allocation of the Room
(b) Information Service

24. A female guest wants a room in your hotel. She is concerned about her
safety and security in the hotel. How will you convince her that your
hotel is safe for her ? 4

25. Explain the follow-up procedure in handling the guest complaints. 4

334 Page 7 P.T.O.