CBSE Class 12 Question Paper 2024 Front Office Operations

CBSE

Series &RQPS Set-4
àíZ -nÌ H$moS>
Q.P. Code
334
amob Z§. narjmWu àíZ-nÌ H$moS> >H$mo CÎma-nwpñVH$m Ho$
Roll No. _wI-n¥ð >na Adí` {bIo§ &
Candidates must write the Q.P. Code
on the title page of the answer-book.

\«$ÝQ> Am°{\$g g§MmbZ
FRONT OFFICE OPERATIONS

{ZYm©[aV g_` : 3 KÊQ>o A{YH$V_ A§H$ : 60
Time allowed : 3 hours Maximum Marks : 60

ZmoQ> NOTE
(I) H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _o§ _w{ÐV (I) Please check that this question paper
contains 23 printed pages.
n¥ð> 23 h¢ &
(II) H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| (II) Please check that this question paper
contains 24 questions.
>24 àíZ h¢ &
(III) àíZ-nÌ _| Xm{hZo hmW H$s Amo a {XE JE (III) Q.P. Code given on the right hand side of
the question paper should be written on
àíZ-nÌ H$moS >H$mo narjmWu CÎma-nwpñVH$m Ho$ the title page of the answer-book by the
_wI-n¥ð> na {bI| & candidate.
(IV) H¥$ n`m àíZ H$m CÎma {bIZm ewê$ H$aZo go (IV) Please write down the serial number of
the question in the answer-book before
nhbo, CÎma-nwpñVH$m _| àíZ H$m H«$_m§H$ attempting it.
Adí` {bI| &
(V) Bg àíZ-nÌ H$mo n‹ T>Zo Ho$ {bE 15 {_ZQ (V) 15 minute time has been allotted to read
this question paper. The question paper
>H$m g_` {X`m J`m h¡ & àíZ-nÌ H$m will be distributed at 10.15 a.m. From
{dVaU nydm©• _| 10.15 ~Oo {H$`m OmEJm & 10.15 a.m. to 10.30 a.m., the students will
10.15 ~Oo go 10.30 ~Oo VH$ N>mÌ Ho$db read the question paper only and will not
àíZ-nÌ H$mo n‹T>|Jo Am¡a Bg Ad{Y Ho$ Xm¡amZ write any answer on the answer-book
during this period.
do CÎma-nwpñVH$m na H$moB© CÎma Zht {bI|Jo &
11-334 1 P.T.O.

gm_mÝ` {ZX}e :
(i) H¥$n`m {ZX}em| H$mo Ü`mZ go n‹T>| &
(ii) Bg àíZ-nÌ _| Xmo IÊS>m| _| 24 àíZ h¢ : IÊS> H$ Am¡a IÊS> I &
(iii) IÊS> H$ _| dñVw{ZîR> àH$ma Ho$ àíZ h¢ O~{H$ IÊS> I _| {df`naH$ àH$ma Ho $ àíZ h¢ &

(iv) {XE JE (6 + 18) = 24 àíZm| _| go, Cå_rXdma H$mo 3 K§Q>o Ho $ Am~§{Q>V (A{YH$V_) g_` _|
(6 + 11) = 17 àíZm| Ho$ CÎma XoZo h¢ &
(v) {H$gr {deof IÊS> Ho$ g^r àíZm| H$mo ghr H«$_ _| H$aZo H$m à`mg {H$`m OmZm Mm{hE &
(vi) IÊS> H$ : dñVw{ZîR> àH$ma Ho$ àíZ (30 A§H$) :
(a) Bg IÊS> _| 6 àíZ h¢ &
(b) H$moB © ZH$mamË_H$ A§H$Z Zht h¡ &
(c) {XE JE {ZX}em| Ho$ AZwgma H$s{OE &
(d) àË`oH$ àíZ /^mJ Ho$ gm_Zo Am~§{Q>V A§H$m| H$m CëboI {H$`m J`m h¡ &
(vii) IÊS> I : {df`naH$ àH$ma Ho$ àíZ (30 A§H$) :
(a) Bg IÊS> _| 18 àíZ h¢ &
(b) Cå_rXdma H$mo 11 àíZ H$aZo h¢ &
(c) {XE JE {ZX}em| Ho$ AZwgma H$s{OE &
(d) àË`oH$ àíZ /^mJ Ho$ gm_Zo Am~§{Q>V A§H$m| H$m CëboI {H$`m J`m h¡ &

IÊS> H$ $
(dñVw{ZîR àH$ma Ho$> 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) à^mdr g§Mma H$m¡eb h_| g§Xoe H$mo __________ g§ào{fV H$aZo _| _XX H$aVo h¢ &
(A) ghr T>§J go
(B) AYyao T>§J go
(C) JbV T>J§ go
(D) h‹S>~S‹ >r _|
11-334 2

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) Effective communication skills help us to communicate the
message ___________.
(A) correctly
(B) incompletely
(C) inaccurately
(D) hurriedly
11-334 3 P.T.O.

(ii) ñd`§ H$mo AÀN>r Vah go à~§{YV H$aZo Ho$ {bE, EH$ ì`{º$ H$mo __________
{dH${gV H$aZo H$s Amdí`H$Vm h¡ &
(A) gH$mamË_H$ gmoM
(B) ZH$mamË_H$ gmoM
(C) AmË_-OmJê$H$Vm H$s H$_r
(D) AmË__w½Y hmoZm

(iii) ñd-à~§YZ H$m¡eb _| bú` {ZYm©[aV H$aZo Ho$ ñ_mQ>© VarHo$ Š`m h¢ ?
(A) AñnîQ>
(B) g_`~Õ
(C) AdmñV{dH$
(D) CbPm hþAm

(iv) __________ j¡{VH$ VarHo$ go H$mo{eH$mAm| H$s EH$ ì`dñWm h¡ &
(A) n§{º$/amo
(B) H$m°b_
(C) g¡b
(D) Q>o~b
(v) ‘AmÝÌàoÝ`moa’ eãX __________ eãX ‘AmÝÌàm±Ð ’ go {b`m J`m h¡ &
(A) \«|$M
(B) Am°pñQ´>`mB©
(C) J« rH$
(D) qhXr

(vi) An{eîQ> à~§YZ _|§ h[aV H$m`© Ho$ Cn`wº$ CXmhaU _| em{_b h¢ :
(A) ~mdMu
(B) J¥ h ì`dñWm
(C) R>mog An{eîQ> à~§YZ
(D) \«§$Q> Am°{\$g _¡ZoOa

11-334 4

(ii) To manage oneself well, a person needs to develop __________.
(A) Positive thinking
(B) Negative thinking
(C) Lack of self-awareness
(D) Self-obsession

(iii) What are the smart methods to set goals in self-management
skills ?
(A) Vague
(B) Time bound
(C) Unrealistic
(D) Complicated

(iv) A ___________ is an arrangement of cells in a horizontal manner.
(A) Row
(B) Column
(C) Cell
(D) Table

(v) The word ‘entrepreneur’ is derived from the ___________ word
‘entreprendre.’
(A) French
(B) Austrian
(C) Greek
(D) Hindi

(vi) A suitable example of green job in waste management includes :
(A) Chef
(B) Housekeeping
(C) Solid Waste Management
(D) Front Office Manager
11-334 5 P.T.O.

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

(i) EH$ A§Vam©îQ´>r` \«|$MmBµOr hmoQ>b ûm¥§Ibm H$s nhMmZ H$s{OE &
(A) VmO J«wn
(B) AmB©.Q>r.gr dobH$_ J«wn
(C) _¡[a`Q>
(D) b¡_Z Q´>r

(ii) Q>obr\$moZ H$m CÎma, __________ {X`m OmZm Mm{hE &
(A) 2 [a¨J Ho$ ^rVa
(B) 3 [a¨J Ho$ ^rVa
(C) 4 [a¨J Ho$ ^rVa
(D) CÎma XoZo dmbr _erZ ewê$ hmoZo go nhbo

(iii) {ZåZ{b{IV _| go H$m¡Z-gm \«§$Q> Am°{\$g H$m AZw^mJ Zht h¡ ?
(A) ê$_ g{d©g
(B) AmajU
(C) H¡ ${e`a
(D) ~ob S>oñH$

(iv) O~ Ama{jV H$_am| H$s g§»`m hmoQ>b _| CnbãY Hw$b H$_am| go A{YH$ hmo OmVr h¡,
Vmo Bg pñW{V H$mo Š`m H$hm OmVm h¡ ?
(A) Zmo emo
(B) [anrQ>> AmajU
(C) A{V ~wqH$J
(D) AñWm`r AmajU

(v) Jma§Q>rH¥$V AmajU H$aZo H$m g~go Am_ VarH$m h¡ :
(A) H« o${S>Q> `m S>o{~Q> H$mS>©
(B) nyd©^wJVmZ
(C) A{J«_ O_m
(D) Q´>odb EO|Q>
11-334 6

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

(i) Identify an international franchise hotel chain.
(A) Taj Group
(B) ITC Welcome Group
(C) Marriott
(D) Lemon Tree

(ii) The telephone must be answered ____________.
(A) Within 2 rings
(B) Within 3 rings
(C) Within 4 rings
(D) Before the answering machine starts

(iii) Which of the following is not a part of Front Office ?
(A) Room Service
(B) Reservations
(C) Cashier
(D) Bell Desk

(iv) When the number of rooms reserved exceeds the total number of
rooms available in a hotel, this situation is called :
(A) No-show
(B) Repeat reservation
(C) Overbooking
(D) Tentative reservation

(v) The most common method of making a guaranteed reservation is by :
(A) Credit or Debit card
(B) Prepayment
(C) Advance deposit
(D) Travel agent

11-334 7 P.T.O.

(vi) {H$gr hmoQ>b Ho$ gwajm {d^mJ Ho$ à_wI H$mo H$hm OmVm h¡ :
(A) gwajm à~§YH$
(B) gwajm n`©dojH$
(C) gwajm {ZXoeH$
(D) gwajm à^mar

(vii) {ZåZ{b{IV _| go BH$mo-hmoQ>b H$s Š`m {deofVm h¡ ?
(A) hmCgH$sqnJ _| J¡a-{df¡bo g\$mB© EO|Q>m| H$m Cn`moJ H$aZm
(B) Yy_«nmZ H$m dmVmdaU
(C) J¡ a-O¡{dH$ CËnmXm| H$m Cn`moJ
(D) hmoQ >b _| agm`Zm| H$m Cn`moJ

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

(i) ‘hm°pñnQ>¡{bQ>r ’ eãX {H$g eãX go ~Zm h¡ ?
(A) hmoñQ>b
(B) AñnVmb
(C) hmoQ >b
(D) hmoñnog (hmoñQ>)

(ii) Vrgar [a¨J _| \$moZ CR>mZm Š`mo§ Oê$ar h¡ ?
(A) Amn H$m°b {_g H$a gH$Vo h¢ &
(B) Amn Zht MmhVo {H$ H$m°b dm°Bg_ob na OmE &
(C) H$m°ba ~ma-~ma H$m°b H$a gH$Vm h¡ &
(D) H$m°b H$aZo dmbo na ~wam à^md n‹S> gH$Vm h¡ &

(iii) A{V{W n§OrH$aU J{V{d{Y Ho$ {bE \«§$Q> Am°{\$g H$m H$m¡Z -gm AZw^mJ {Oå_oXma
h¡ ?
(A) ñdmJV
(B) H§ $gr`O©
(C) ~ob S>oñH$
(D) Q>obr\$moZ Am°naoQ>a
11-334 8

(vi) The head of the Security department of a hotel is known as :
(A) Security Manager
(B) Security Supervisor
(C) Director of Security
(D) Security Incharge

(vii) Which of the following is a characteristic of an Eco-hotel ?
(A) Housekeeping uses non-toxic cleaning agents
(B) Smoking environment
(C) Using non-organic products
(D) Using chemicals in the hotel

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

(i) The word ‘Hospitality’ is derived from the word :
(A) Hostel
(B) Hospital
(C) Hotel
(D) Hospes (host)

(ii) Why is it important to pick up the phone within the third ring ?
(A) You might miss the call.
(B) You do not want the call to go to voicemail.
(C) The caller might keep calling you repeatedly.
(D) It can make a bad impression on the caller.

(iii) Which section of the Front Office is responsible for guest
registration activity ?
(A) Reception
(B) Concierge
(C) Bell Desk
(D) Telephone Operator
11-334 9 P.T.O.

(iv) gr Ama Eg H$m _Vb~ hmoVm h¡ :
(A) g|Q´>b [aµOd}eZ {gñQ>_
(B) {g{db [aµOd}eZ {gñQ>_
(C) g|Q´>b [adago~b {gñQ>_
(D) g|Q´>b [anmo{Q>ªJ {gñQ>_

(v) BZ_| go A{YH$m§e EO|{g`m| Zo AnZr ng§X Ho$ hmoQ>b _| AnZo Qy>a g_yhm| H$s
nyd©-ì`dpñWV ~wqH$J H$s hmoVr h¡ :
(A) ñWmZr`/Kaoby `m{Ì`m| Zo
(B) _wº$ (\«$s) ñdV§Ì `m{Ì`m| Zo
(C) Q´>¡db EO|{g`m| Zo
(D) e¡{jH$ EO|{g`m| Zo

(vi) {H$gr hmoQ>b Ho$ gwajm {d^mJ H$mo BZ MrOm| Ho$ {bE {Oå_oXma R>ham`m OmVm h¡ :
(A) _oh_mZm| Am¡a CZHo$ gm_mZ H$s gwajm Ho$ {bE
(B) nmg Ho$ AÝ` hmoQ>bm| Ho$ CnH$aUm| H$s gwajm Ho$ {bE
(C) hmoQ>b _|§ Zht ah aho bmoJm| H$s gwajm Ho$ {bE
(D) _oh_mZm| Ho$ Ka na aIo JE gm_mZ H$s gwajm Ho$ {bE

(vii) {ZåZ{b{IV _| go H$m¡Z-gm h[aV hmoQ>b H$m CÔoí` Zht h¡ ?
(A) nmZr H$m H$_ Cn`moJ H$aZm
(B) n`m©daU H$s j{V H$mo H$_ H$aZm
(C) An{eîQ> nXmWm] H$m nwZ: Cn`moJ
(D) ßbmpñQ>H$ Ho$ Cn`moJ H$mo ~‹T>mdm XoZm
11-334 10

(iv) CRS stands for :

(A) Central Reservation System

(B) Civil Reservation System

(C) Central Reversible System

(D) Central Reporting System

(v) Most of these agencies have pre-arranged bookings of their tour
groups in a hotel of their choice :

(A) Local/domestic travellers

(B) Free independent travellers

(C) Travel agencies

(D) Educational agencies

(vi) The Security department of a hotel is held responsible for :

(A) Protecting the guests and their luggage

(B) Safety of the equipment of other nearby hotels

(C) Safety of the people not staying in the hotel

(D) Safety of things of guests placed at their home

(vii) Which of the following is not the purpose of a green hotel ?

(A) To reduce use of water

(B) To minimize damage of the environment

(C) Reuse of waste materials

(D) To promote use of plastic

11-334 11 P.T.O.

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

(i) ______ Xþ{Z`m H$s nhbr Q´>¡db EO| gr h¡ &

(A) H$m°Šg E§S> {H$§½g
(B) Wm°_g Hw$H$
(C) SOTC
(D) _aH$ar Q´>d¡ ëg

(ii) _oh_mZm| go ~mV H$aVo g_` H$m¡Z-gr _wÐm ~ZmE aIZm ghr h¡ ?
(A) T>rbo VarHo$ go PwH$Zm
(B) ~m±hm| H$mo H«$m°g H$aHo$ _µO~yVr go I‹S>m hmoZm
(C) XmoZm| n¡am| na g§Vw{bV dµOZ Ho$ gmW grYr _wÐm ~ZmE aIZm
(D) K~amH$a I‹S>o hmoZm

(iii) H§$gr`O© __________ H$m AZw^mJ h¡ &
(A) gwajm
(B) B§Or{Z`[a¨J
(C) {~H«$s
(D) \«§$Q> Am°{\$g

(iv) {ZåZ{b{IV _| go H$m¡Z-gm ^maV _| CnbãY gr Ama Eg ZoQ>dH©$ Zht h¡ ?
(A) A~oH$g hmoQ>b ZoQ>
(B) `yQ>ob AmajU
(C) J¡br{b`mo – ê$_ _mñQ>a
(D) {díd {dñVma
11-334 12

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

(i) ____________ is the world’s first travel agency.

(A) Cox & Kings

(B) Thomas Cook

(C) SOTC

(D) Mercury Travels

(ii) What is the correct posture to maintain while talking to the guests ?

(A) Slouching

(B) Standing rigidly with arms crossed

(C) Maintaining an erect posture with weight balanced on both
feet.

(D) Standing nervously

(iii) Concierge is a section of ____________.

(A) Security

(B) Engineering

(C) Sales

(D) Front Office

(iv) Which of the following is not a CRS network available in India ?

(A) Abacus Hotel Net

(B) Utell Reservation

(C) Galileo – Room Master

(D) World Span
11-334 13 P.T.O.

(v) `h gw{ZpíMV H$aZo Ho$ {bE {H$ H$moB© ^r A{V{W H$j dmbr _§{Obm| na AZm{YH$ma
àdoe Z H$a gHo$, hmoQ>bm| Ûmam AnZmB© JB© ZdrZV_ nÕ{V Š`m h¡ ?
(A) gr{‹T>`m±
(B) gr.gr.Q>r.dr.
(C) gwajm Abm_©
(D) H$s H$mS>©²g (Key cards) H$m Cn`moJ {bâQ> H$mo g§Mm{bV H$aZo Ho$ {bE
{H$`m OmVm h¡

(vi) {eH$m`V {ZdmaU H$m Ü`mZ H$m¡Z aIVm h¡ ?
(A) `mÌm S>oñH$
(B) [agoße{ZñQ>
(C) Or.Ama.B©.
(D) (B) Am¡a (C) XmoZm|

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

(i) AmB©.Q>r.S>r.gr. H$m nyU© ê$n h¡ :
(A) ^maVr` n`©Q>Z {dH$mg {ZJ_
(B) A§Vam© îQ´> r` n`©Q>Z {dH$mg {ZJ_
(C) B§{S>`Z Q>mo~H ¡ $mo S>odbn_|Q> {ZJ_
(D) ^maVr` n`©Q>H$ {dH$mg {ZJ_

(ii) __________ hmoQ>b Ho $ gmd©O{ZH$ Am¡ a nrN>o Ho$ joÌmo§ H$s ñdÀN>Vm Am¡a gw§XaVm H$mo
~ZmE aIZo H$m à^mar h¡ &
(A) bm±S´>r
(B) hmCgH$sqnJ
(C) ^moOZ Am¡a no` nXmW©
(D) gmd©O{ZH$ joÌ

11-334 14

(v) What is the latest practice adopted by hotels to ensure no one can
trespass on the guest floors ?

(A) Stairs

(B) CCTV

(C) Security alarms

(D) Key cards are used to operate elevators

(vi) ____________ takes care of complaint handling.

(A) Travel desk

(B) Receptionist

(C) GRE

(D) Both (B) and (C)

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

(i) ITDC stands for :

(A) Indian Tourism Development Corporation

(B) International Tourism Development Corporation

(C) Indian Tobacco Development Corporation

(D) Indian Tourist Development Corporation

(ii) ____________ is incharge of maintaining the cleanliness and
appearance of the public and back areas of a hotel.

(A) Laundry
(B) Housekeeping
(C) Food and Beverage

(D) Public area
11-334 15 P.T.O.

(iii) noqOJ H$m Cn`moJ {H$gr hmoQ>b _| A{V{W H$mo _________ Ho$ {bE {H$`m OmVm h¡ &
(A) Ty>±T>Zo
(B) OJmZo
(C) ~mV| H$aZo
(D) naoemZ H$aZo

(iv) dh ì`{º$ Omo {~Zm {H$gr nyd© AmajU Ho$ hmoQ>b _| AmVm h¡ Cgo __________ H$hm
OmVm h¡ &
(A) dm°H$-BZ
(B) Zmo emo
(C) pñH$na
(D) A{V{W

(v) N>moQ>o ñVa na bJr AmJ go {ZnQ>Zo H$s à{H«$`m Š`m h¡ ?
(A) RACE - ~Mmd, Abm_©, amoH$Zm, ~wPmZm

(B) gr.gr.Q>r.dr.
(C) Abm_© ~OmZm
(D) Imbr H$aZm

(vi) O~ _oh_mZm| H$mo bJVm h¡ {H$ hmoQ>b Ho$ ñQ>m \$ Zo CZHo$ gmW Xþì`©dhma {H$`m h¡ Vmo do
{H$g àH$ma H$s {eH$m`V| h¢ ?
(A) g§VwpîQ> g§~§Yr {eH$m`V|
(B) gm_mÝ` {eH$m`V|
(C) BboŠQ´>m°{ZH$ {eH$m`V|
(D) ì`dhma g§~Y§ r {eH$m`V|
11-334 16

(iii) Paging is used to ____________ a guest in the hotel.

(A) Locate

(B) Wake up

(C) Talk to

(D) Disturb

(iv) A person who comes to the hotel without any prior reservation is

called as ____________.

(A) Walk-in

(B) No-show

(C) Skipper

(D) Guest

(v) What is the process for handling a small fire ?

(A) RACE – Rescue, Alarm, Contain, Extinguish

(B) CCTV

(C) Raise Alarms

(D) Evacuate

(vi) What type of complaints do guests make when they feel they have
been mistreated by the hotel staff ?

(A) Satisfaction-related complaints

(B) Usual complaints

(C) Electronic complaints

(D) Attitudinal complaints

11-334 17 P.T.O.

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

(i) EbrQ> hmoQ>ëg {H$g J«wn H$m ~«m§S> h¡ ?
(A) AemoH$ J«wn
(B) VmO J«wn
(C) dobH$_ J«wn
(D) Amo~oam°` J«wn

(ii) __________ {d^mJ do {d^mJ h§¡ Omo hmoQ> b Ho$ {bE n¡gm Zht H$_mVo h¢ &

(A) J¡a-amOñd
(B) amOñd
(C) (A) Am¡a (B) XmoZm|

(D) àemg{ZH$

(iii) EH$ ~‹S>o nyU©-godm hmoQ>b _|, \«§$Q> Am°{\$g _¡ZoOa BÝh| [anmoQ>© H$aVm h¡ :
(A) _hmà~§YH$
(B) _w»` A{^`§Vm
(C) H$j à^mJ à~§YH$
(D) gwajm {ZXoeH$

(iv) {ZåZ{b{IV _| go H$m¡Z-gr MrO| _oh_mZm| H$mo Amam_Xm`H$ _hgyg H$admVr h¢ ?
(A) ì`{º$JV àíZ nyN>Zm
(B) A{V{W na h±gZm
(C) A{V{W H$mo KyaZm
(D) _wñHw$am H$a ~mV H$aZm
11-334 18

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

(i) Elite Hotels are a brand of :
(A) Ashoka Group
(B) Taj Group
(C) Welcome Group
(D) Oberoi Group

(ii) ____________ departments are departments which do not make
money for the hotel.
(A) Non-revenue
(B) Revenue
(C) Both (A) and (B)
(D) Administrative

(iii) In a large full-service hotel, the Front Office Manager reports to
the :
(A) General Manager
(B) Chief Engineer
(C) Rooms Division Manager
(D) Security Director

(iv) Which of the following things should make the guests feel
comfortable ?

(A) Asking personal questions
(B) Laughing at guests
(C) Staring at guests
(D) Talking with a smile

11-334 19 P.T.O.

(v) hmoQ>b _| Mm{~`m| Ho$ {Z`§ÌU Ho$ _hÎd _| em{_b h¡ :
(A) `h _oh_mZm| Am¡a CZHo$ gm_mZ H$s gwajm _| ghm`Vm H$aVm h¡ &
(B) agmoB© Ho$ gm_mZm| H$s gwajm _| ghm`Vm H$aVm h¡ &
(C) hmoQ>bm| Ho$ ~mha ahZo dmbo AZOmZ bmoJm| H$s gwajm H$aVm h¡ &
(D) Mmoam| Am¡a bwQ>ao m| VH$ AmgmZ nhþ±M àXmZ H$aVm h¡ &

(vi) {ZåZ{b{IV _| go H$m¡Z-gm A{V{W {eH$m`Vm| H$mo noeoda VarHo$ go {ZnQ>mZo Ho$ {bE
{Xem{ZX}e Zht h¢ ?
(A) g_ñ`m na Ü`mZ H|${ÐV H$aZm, XmofmamonU na Zht
(B) A{V{W H$s ~mV IË_ Zm hmoZo VH$ ZmoQ²>g Z {bIZm
(C) gwYmamË_H$ H$ma©dmB© H$s àJ{V H$s {ZJamZr H$aZm
(D) `{X g§^d hmo Vmo A{V{W H$mo AbJ H$a XoZm, Vm{H$ AÝ` A{V{W {eH$m`V Z
gwZ gH|$

IÊS> I $
({df`naH$ àH$ma Ho$> àíZ) (30 A§H$)
amoµOJma H$m¡eb na {XE JE 5 àíZm| _| go {H$Ýht 3 àíZm| Ho$ CÎma Xr{OE & àË`oH$ àíZ H$m CÎma
20 – 30 eãXm| _| Xr{OE & 3´2=6

7. h_ g§Mma H$mo H¡$go dJuH¥$V H$a gH$Vo h¢ ?

8. ~mø àoaUm Am§V[aH$ àoaUm go {H$g àH$ma {^Þ h¡ ?

9. H$åß`yQ>a hmS>©do`a Am¡a gm°âQ>do`a Ho$ ~rM A§Va ~VmBE &

10. EH$ g\$b CÚ_r Ho$ Š`m JwU h¡§ ?

11. àXÿfU Ho$ òmoV Š`m h¢ ?
11-334 20

(v) Importance of key control in a hotel includes :
(A) It helps to protect guests and their belongings.
(B) It helps in protecting kitchen commodities.

(C) It protects strangers living outside hotels.
(D) It provides easy access to thieves and robbers.

(vi) 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 has finished speaking
(C) Monitor the progress of the corrective action

(D) Isolate the guest if possible, so that other guests cannot
overhear

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. How can we classify communication ?

8. How is Extrinsic motivation different from Intrinsic motivation ?

9. Differentiate between computer hardware and software.

10. What are the qualities of a successful entrepreneur ?

11. What are the sources of pollution ?

11-334 21 P.T.O.

{XE JE 5 àíZm| _| go {H$Ýht 3 Ho$ CÎma Xr{OE & àË`oH$ àíZ H$m CÎma 20 – 30 eãXm| _|
Xr{OE & 3´2=6

12. ^maV _| hmoQ>b CÚmoJ H$s CËn{Îm Am¡a {dH$mg H$mo VrZ Ad{Y`m| Ho$ AmYma na dJuH¥$V
H$s{OE &

13. H$m`©ñWb na \«§$Q> Am°{\$g ng©Zb H$mo H$m¡Z-go noeoda {eîQ>mMma H$s Amdí`H$Vm hmoVr h¡ ?

14. EH$ hmoQ>b _| amOñd CËnÞ H$aZo dmbo {d^mJ H$m¡Z-go h¢ ?

15. hmoQ>bm| Ûmam Cn`moJ {H$E OmZo dmbo {H$Ýht Xmo {ZJamZr CnH$aUm| H$m Zm_ ~VmBE &

16. CZ _mZX§S>m| H$mo gyMr~Õ H$s{OE {OÝh| EH$ BH$mo-hmoQ>b H$mo Am_Vm¡a na nyam H$aZm Mm{hE &

{XE JE 3 àíZm| _| go {H$Ýht 2 Ho$ CÎma 30 – 50 eãXm| _| Xr{OE & 2´3=6

17. 300 H$_amo§ dmbo hmoQ> b Ho$ \«§$Q> Am°{\$g {d^mJ H$s EH$ gm\$-gwWar g§JR>ZmË_H$ g§aMZm
~ZmBE &

18. \«§$Q> Am°{\$g {d^mJ Ûmam {Zînm{XV {d{^Þ H$m`m] H$m CëboI H$s{OE &
19. Amn EH$ Z_« J«mhH$ H$mo H¡$go g§^mbVo h¢ ?

{XE JE 5 àíZm| _| go {H$Ýht 3 Ho$ CÎma 50 – 80 eãXm| _| Xr{OE & 3´4=12

20. hmoQ>b CÚmoJ Ûmam Cn`moJ {H$E OmZo dmbo AmajU Ho$ g~go gm_mÝ` VarH$m| H$s ì`m»`m H$s{OE &

21. hmoQ>bm| Ho$ {bE d¡pídH$ {dVaU àUmbr Ho$ {d{^Þ bm^ Š`m h¢ ?

22. hmoQ>bm| _| Cn`moJ H$s OmZo dmbr {d{^Þ àH$ma H$s Mm{~`m± H$m¡Z-gr h¢ ?

23. gwajm {d^mJ Ûmam {Z^mB© OmZo dmbr ^y{_H$m ñnîQ> H$s{OE &

24. do H$m¡Z-gr {d{^Þ lo{U`m± h¢ {OZHo$ A§VJ©V A{V{W {eH$m`Vm| H$mo dJuH¥$V {H$`m Om gH$Vm
h¡ ?
11-334 22

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

12. On the basis of three periods, categorise the origin and evolution of the
hotel industry in India.

13. What professional etiquettes are required by the Front Office personnel at
the workplace ?

14. What are the revenue generating departments in a hotel ?

15. Name any two surveillance devices used by the hotels.

16. Enlist the criteria that an Eco-hotel must usually meet.

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

17. Neatly draw an organizational structure of a Front Office department of a
property having 300 rooms.

18. Mention the different functions performed by the Front Office department.

19. How do you handle a meek customer ?

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

20. Explain the most common modes of reservation used by the hotel
industry.

21. What are the different benefits of Global Distribution System for hotels ?

22. What are the different types of keys used by the hotels ?

23. Explain the role performed by the Security department.

24. What are the different categories under which guest complaints can be
classified ?

11-334 23 P.T.O.

CBSE STUDY MATERIAL

CBSE Board

INFORMATION CLASS STUDY MATERIAL

1 Time Table 09 Sample Paper
10 Sample Paper
2 Result
11 Sample Paper
3 Syllabus 12 Sample Paper

OTHER RESOURCES
09 Question Paper
Maps of India, Maps of World
Writing Skill Formats 10 Question Paper
Periodic Table 11 Question Paper
12 Question Paper
Class 9 Notes
Class 10 Notes
NCERT Book
Class 11 Notes
Class 12 Notes NCERT Solutions

ENTRANCE EXAMS

JEE Main CLAT CUET UG
JEE Advanced NEET UG Fashion & Design