ISC Class 12 Question Paper 2025 Hospitality Management

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HOSPITALITY MANAGEMENT

Maximum Marks: 70
Time Allotted: Three Hours
Reading Time: Additional Fifteen minutes

Instructions to Candidates
1. You are allowed an additional fifteen minutes for only reading the
question
paper.
2. You must NOT start writing during the reading time.
3. This question paper has 7 printed pages and one blank page.
4. It is divided into three sections and has twelve questions in all.
5. Answer all questions.
6. Section A has ten subparts which are very short answer
questions.
Each subpart carries 1 mark.
7. While attempting Multiple Choice Questions in Section A, you are required
to write only ONE option as the answer.
8. Section B has seven questions which are short answer
questions.
Each question carries 4 marks.
9. Section C has four questions which are long answer
questions.
Each question carries 7 marks.
10. Internal choices have been provided in two questions i Section B and in
one question in Section C.
11. The intended marks for questions are given in brackets ].

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OCopyright reserved. Turn over

Instruction to Supervising Examiner
1. Kindly read aloud the Instructions given on page I to all the candidates
present in the examination hall.

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SECTION A - 14 MARKS
Question 1
() The management of Palace hotel plans to expand its business in next twenty [1]
years and open branches in many other cities.
Identify the type of plan referred to above.
(a) Annual plan
(b) Financial plan
(c) Perspective plan
(d) Short term plan
(ii) Which one of the following softwares is NOT an example of P.M.S. used in a [1]
hotel?

(a) I.D.S. (Internet Distribution System)
(b) Maximo

(c) OPERA

(d) Amadeus

(iii) What is a guestroom that consists of a bedroom and a kitchen facility called in [1]
a hotel?

(a) Cabana
(b) Suite room

(c) Studio room
(d) Efficiency room
(iv) In aFood and Beverage service setup, pre-plated food service is also known [1|
as

(a) American service
(b) Silver service

(c) Self-service
(d) Butler service

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dish.
(v) A stock is a flavourful liquid prepared by chèfs to add flavour to a
Which one of the following is the correct method of preparing a stock?
(a) Simmering a soup for a long period
(b) Simmering sauce for a long period
(c) Preparing a batter of bones or vegetables

(d) Simmering bones or vegetables for a long period
(vi) Assertion: Customer service is considered the backbone of the hospitality
industry.
Reason: Customer service is the only factor that makes a guest visit a hotel.
correct
(a) Both Assertion and Reason are true and Reason is the
explanation for Assertion.
the correct
(b) Both Assertion and Reason are true but Reason is not
explanation for Assertion.
Assertion is true and Reason is false.
(c)
Both Assertion and Reason are false.
(d)
(vii) State whether the following are True or False:
staff,
a In a hotel, Organising denotes arranging of the resources such as [1]
machinery and equipment for the smooth functioning of the hotel.
(b) Communication skillhelps the hotel staff in providing better service to [1]
guests.

(c) The emerging trend of the use of social media by the guests, can hamper [1]
the public image of a hotel.
(d) The profile of an Accommodation Operation (A.0.) personnel is the [1]
most sensitive one in ahotel. Hence, the personnel is required to be
diplomatic and tactful while dealing with the guests.
(e) Elevators in a hotel do not come under the category of public area. (1|

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(viii) Ms. Saira booked a room in a hotel she used to frequently check-in. Due to a [1]
political meet being organised in the hotel, the hotel staff cancelled Ms. Saira's
booking at the last minute for security reasons. She was informed of the
cancellation by the receptionist at the time of check-in.
Specify any one customer service strategy that the hotel should adopt to pacify
Ms. Saira.

(ix) Giveany twoexamples of Interpersonal skills that a Manager should possess. [1]
(x) Ms. Arti misplaced her luggage in the lobby of the hotel, which could not be (1]
found by the staff of the hotel.
Which security tool can be used by the hotel staff to find the misplaced
luggage of Ms. Arti?

SECTION B -28 MARKS

Question 2 14]
What is the full form of 0.T.A.? State any three reasons to explain why customers
prefer O.T.A.

Question 3
List any four safety and security measures to be followed by the hotels when a
female guest checks-in.

Question 4 [4]
(i) What is the full form of HRACC? Mention any three functions of HRACC.
OR

(ii) What is the fullform of UNWTO? Mention any three functions of UNWTO.

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Question5 (4]
Martin organised aparty in the restaurant of ahotel. Being the host of the party Martin
expected a wonderful service by the hotel for his guests. Unfortunately, the hotel staff
delayed the delivery of the food items and also served them cold. Martin was deeply
disappointed and approached the General Manager of the hotel.
List any four ways in which the General Manager of the hotel can pacify Martin.

Question6 [4]
(i) Discuss E.P. as used by the hotels while booking a room.
OR

(ii) Discuss M.A.P. as used by the hotels while booking a room.

Question 7 14]
List anyfour benefits of hotel classification systems.

Question 8 14]
Name the types of meals served in a hotel. Explain any two of these meals.
SECTION C-28 MARKS

Question 9 (7]
Discuss the concept of Meet, Greet and Seat followed in the restaurant of a hotel.

Question 10 I7]
(i) What is restaurant-mise-en-place? Mention any five steps involved in the
process of mise-en-place in a restaurant.
OR

(ii) What are food nutrients and allergens? List any five nutrients.

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Question 11

Enumerate any seven essential points that a chef should consider while preparing a
soup.

Question 12

Read the passage given below and answer the questions that follow.
The Grand Plaza hotel, one of the oldest five-star hotels in the city, has been receiving
negative reviews for the past one year. There has been a steady decline in the
percentage of the occupancy of their rooms. The management of the hotel has realised
the need for a comprehensive renewal to restore its reputation and attract customers.
() Which department of the hotel is responsible for addressing and resolving the [1]
issue mentioned above?
(ii) In your opinion, what could be the reasons for the negative reviews of the [3)
hotel?

(ii) Suggest any three strategies that the hotel should adopt to restore its popularity. (3]

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