CBSE Class 12 Sample Paper 2022 for Front Office Operations Term 1

CBSE | DEPARTMENT OF SKILL EDUCATION
FRONT OFFICE OPERATIONS (SUBJECT CODE-810)
CLASS XII (SESSION 2021-2022)
BLUE PRINT FOR SAMPLE QUESTION PAPER FOR TERM -1
Max. Time Allowed: 1½ hours Max. Marks: 30

PART A - EMPLOYABILITY SKILLS (05 MARKS):

NO. OF QUESTIONS
UNIT NO. NAME OF THE UNIT
(1 MARK EACH)
1 Communication Skills-IV 2
2 Self-Management Skills-IV 2
3 Information and Communication Technology Skills-IV 2
TOTAL QUESTIONS 6 Questions
NO. OF QUESTIONS TO BE ANSWERED Any 5 Questions
TOTAL MARKS 1 x 5 = 5 marks

PART B - SUBJECT SPECIFIC SKILLS (25 MARKS):

NO. OF QUESTIONS
UNIT NO. NAME OF THE UNIT
(1 MARK EACH)
1 Evolution of Hotels in India 10

2 Etiquettes and manners for hospitality Professionals 8

3 Hotel Organization 7

4 Organization of Front office Department 7

TOTAL QUESTIONS 32 Questions

NO. OF QUESTIONS TO BE ANSWERED 25 Questions

TOTAL MARKS 1 x 25 = 25 MARKS

810-SQP-XII- Term 1 (2021-22) 1

CBSE | DEPARTMENT OF SKILL EDUCATION
FRONT OFFICE OPERATIONS (SUBJECT CODE-810)
CLASS XII (SESSION 2021-2022)
SAMPLE QUESTION PAPER FOR TERM -1
Max. Time Allowed: 1½ hours Max. Marks: 30

General Instructions:
1. Please read the instructions carefully
2. This Question Paper is divided into 03 sections, viz., Section A, Section B and Section C.
3. Section A is of 05 marks and has 06 questions on Employability Skills.
4. Section B is of 20 marks and has 25 questions on Subject specific Skills.
5. Section C is of 05 marks and has 07 competency-based questions.
6. Do as per the instructions given in the respective sections.
7. Marks allotted are mentioned against each section/question.
8. All questions must be attempted in the correct order

SECTION A

Answer any 5 questions out of the given 6 questions on Employability Skills (1 x 5 = 5 marks)

1. Which of the following is NOT the stage of active listening? 1

a) Receiving
b) Discussing
c) Understanding
d) Remembering
2. The type of sentences which show an order, command, request or advice is: 1

a) Declarative Sentence
b) Interrogative Sentence
c) Exclamatory Sentence
d) Imperative Sentence
3. Meera is very talkative and interact with people in a very friendly manner. The 1
personality trait she possesses is:

a) Openness
b) Extraversion
c) Agreeableness
d) Consciousness

810-SQP-XII- Term 1 (2021-22) 2

4. Rahul works very hard to get the best student award at the end of the academic session. 1
What type of motivation is this?

a) Intrinsic
b) Extrinsic
c) Both Intrinsic and Extrinsic
d) Not any specific type of motivation
5. Collection of cells in the form of a grid is known as: 1

a) Worksheet
b) Workbook
c) Name Box
d) Formula Bar
6. The short cut key used to cut a formula in a cell is: 1

a) Ctrl+c
b) Ctrl+x
c) Ctrl+v
d) Ctrl+p

SECTION B

Answer any 20 questions out of the given 25 questions (1 x 20 = 20 marks)

7. Which continent is regarded as the cradle of organized hotel business? 1

a) America
b) Europe
c) Australia
d) Asia
8. The main factor that changed travel from social to business travel in England was: 1

a) Computerization
b) Globalization
c) Industrial Revolution
d) Grand Tour
9. ____________________was a main concern in Inns of the biblical era. 1

a) Food
b) Privacy
c) Bed
d) Price of rooms

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10. The increase in automobile travel in 1950’slead to the rise of: 1

a) Hotels
b) Resorts
c) Motels
d) Business Hotels
11. The first Taj Mahal Hotel in Mumbai was started in the year: 1

a) 1840
b) 1871
c) 1903
d) 1934
12. Elite Hotels are brand of: 1

a) Taj Group
b) Welcome Group
c) Ashoka Group
d) Mahindra Holidays
13. Club Mahindra Holidays company started its first resort in: 1

a) Goa
b) Munnar
c) Alappey
d) Jaipur
14. The parent company of Oberoi Hotels & Resort is: 1

a) East India Hotels
b) Inter-Continental Hotel Group
c) Indian Tobacco Company
d) The Indian Hotel Company
15. Crowne Plaza is a Brand name of: 1

a) JW Marriot
b) The Carlson Group
c) Intercontinental Group of Hotels
d) Sheraton Group
16. Which one is most appropriate in telephone etiquettes: 1

a) Can I put you on hold?
b) Be on line
c) May, I please place your call on hold
d) Please, hold for some time

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17. Call opening in hotels include: 1
a) Greeting and your name
b) Company and your name
c) Greeting, company and your name
d) Greeting and company name
18. “To ignore or behave coldly” is one of the seven deadly sins of service. It is termed as: 1
a) Brush-off
b) Condescension
c) Runaround
d) Coldness
19. The front office staff should attend all telephone calls within the: 1
a) First
b) Second ring
c) Third ring
d) Fourth ring
20. When with the guest, find the odd one out: 1
a) Avoid unnecessary movements of hands and facial gestures
b) Don’t Keep hands on the sides or behind your back
c) Do not keep hands in pockets or on the hips.
d) Do not cross arms across the chest
21. Which of the below is NOT a minor revenue producing department? 1

a) Rooms Department
b) Laundry
c) Swimming Pool
d) Telephone Department
22. Which of the below is non-Operating yet Revenue Producing department (N.O.R.P)? 1

a) Front Office
b) Housekeeping
c) Food & Beverage Service
d) Travel agencies & airline offices
23. The overall head of a hotel is: 1

a) Front Office Manager
b) General Manager
c) Executive Assistant Manager
d) F&B Manager
24. The department which responsible for the upkeep of rooms and public area of a hotel 1
is:

a) Stewarding
b) House Keeping
c) Security
d) F&B Service
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25. Front Office night auditor needs to report to the: 1
a) Head of Accounts department
b) Head of Front Office department
c) Heads of both Front office and Accounts department
d) Heads of both HR and Accounts department
26. The hotel employee responsible for balancing the guests accounts every day is: 1
a) Night Auditor
b) Front Desk Clerk
c) Front Office Manager
d) Accountant
27. Which section of the front office is responsible for guest registration activity? 1
a) Reception
b) Concierge
c) Bell Desk
d) Telephone Operator
28. Paging is used to ___________ a guest in a hotel 1
a) Locate
b) Wake Up
c) Reserve
d) Assist
29. Front office functions include reservations, registrations, room & rate assignment, 1
check-in and ________.
a) Cleaning
b) Food Service
c) Room Maintenance
d) Guest Services
30. In which of the following areas of a hotel are guest registered, assigned rooms, and 1
checked out?
a) Reservation
b) Concierge
c) Reception
d) Bell Desk
31. The hotel employee who provides information and personalized service, such as dinner 1
reservation, tour and travel arrangements, is known as:
a) Bell boy
b) Concierge
c) Valet
d) Reservation Assistant

810-SQP-XII- Term 1 (2021-22) 6

SECTION C
(COMPETENCY BASED QUESTIONS)

Answer any 5 questions out of the given 7 questions (1 x 5 = 5 marks)

32. The second half of the 18th century, before the French Revolution (1789-99), is referred 1
as the ‘Golden Era of Era’. In those days, ‘Grand Tour’ of the European continent was
taken by the wealthy families in Britain. What was the main purpose of ‘Grand Tour’?

a) Business
b) Education
c) Religious
d) Trade
33. Mr. Kumar, a Front Office Assistant handles a guest in the reception to complete his 1
check-in formalities. The minimum distance he should maintain with the guest is:

a) 1 foot
b) 2 feet
c) 3 feet
d) 4 feet
34. A hotel receptionist notices an old man with some physical disabilities walking towards 1
the reception and offered him a wheel chair, before he asks for it. This conduct of her is
known as:

a) Sympathy
b) Empathy
c) Anticipation
d) Consideration
35. A guest walks up to the front desk of the hotel and asks for a recommendation for a 1
good place to eat. Which is the best way to respond to your guest?

a) Tell your guest that is the concierge’s job and she is not on duty.
b) Direct your guest to the restaurant your friend owns.
c) Tell your guest you are new in town and don’t know the restaurants
d) Ask your guest what type of food they like and offer them nearby restaurants to
choose from.
36. Your friend is newly appointed as a General Manager of a hotel. In order to recruit more 1
staff for the hotel, he will give the responsibility to:

a) Human Resource Department
b) Security Department
c) Sales & Marketing
d) Front Office Department

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37. An international guest checks-in your hotel at 3:00 AM and wants to have some snacks. 1
Which of the following outlet you would suggest to the guest for his meal?

a) Restaurant
b) Coffee Shop
c) Pastry Shop
d) Banquet
38. A staying guest has developed chest pain when in hotel premises and wish to consult a 1
doctor. Which of the following section of front office makes an arrangement for a
doctor?

a. Reservation
b. Reception
c. Uniformed Services
d. Night Auditor

810-SQP-XII- Term 1 (2021-22) 8