ISC Class 12 Syllabus 2024 Hospitality Management

HOSPITALITY MANAGEMENT (880)

Aims
1. To develop an understanding of the different 5. To enable candidates to describe and explain
phrases used in hospitality. professional skills required in hospitality.
2. To develop an understanding of the basic 6. To create awareness regarding the emerging
management principles. trends in hospitality establishments.
3. To equip candidates with the knowledge of 7. To develop the ability to classify hotels and
hospitality management and the services describe the facilities available.
offered.
8. To develop practical skills in operational areas
4. To enable candidates to distinguish between for the hospitality industry.
different departments of a hotel and to explain
basic functions of each.
CLASS XI

There will be two papers in the subject. leading, controlling - to be explained generally
Paper I - Theory: 3 hours ……70 marks and with specific reference to hospitality.

Paper II- Practical Work …30 marks Hotel hierarchy: GM, departmental heads,
supervisors, operational employees (To be
PAPER - I (THEORY) – 70 Marks explained generally and with specific reference
to hospitality).
Part I (20 marks) will consist of compulsory short
answer questions covering the entire syllabus. 3. Hospitality Management and Tourism

Part II (50 marks): Candidates will be required to Interdependence of Hospitality Management
answer five questions. Each question in this part and Tourism.
shall carry 10 marks. Meaning of each. An understanding of why and
how Hospitality and Tourism are interlinked,
1. Soft Skills in Hospitality with examples.
Hospitality based English; personal
development, motivation. 4. Services offered in Hospitality

Hospitality based English: meeting and Services offered to guests, Characteristics of
greeting phrases used in operational areas; hospitality personnel.
personal development (patience, respect, Services offered to guests such as food and
tolerance, leadership skills, technical skills); accommodation services and personal services
motivation: self-motivation and the art of (for example - tour arrangements, sightseeing,
motivating others using appropriate language spas) – to be discussed in brief with examples.
skills.
Characteristics of hospitality personnel such as
2. Basic Management Principles dedication, honesty, social intelligence,
empathy, presence of mind, knowledge of
Fayol’s principles of Management; Levels of different languages, punctuality, positive
Management. attitude, appearance, communication skills,
Introduction to Fayol’s five principles of networking, initiative, personal touch, taking
Management: planning, organizing, staffing, responsibility, positive body language, hard
work, desire to learn, ambition and talent.

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5. Departments in a Hotel Accommodation Operations - Role of
accommodation operations in hospitality.
Departmental hierarchy. General layout and
Front Office, Accommodation Operations.
structure of the department. Public areas –
Food Production - Knowledge of basic maintenance and decoration (examples of both
commodities (salt, sugar, fats, oils, raising public areas and guest rooms). Flower
agents); meaning of cuisine, examples of two arrangements (low-long, front open, ikebana,
Indian regional cuisines (own state and one horizontal).
other) and their popular dishes and two
international cuisines and their popular dishes PAPER II - PRACTICAL WORK
(French and Italian); basic knife skills and cuts (30 Marks)
of vegetables.
Food and Beverage service - Meaning of practical work listed below and maintain a File for
catering establishments, brief history of the same.
catering - thermopolia, inns, taverns (in Rome The file will be assessed internally by the
and Greece), dharamshalas, sarais, (in India) Teacher out of 30 Marks.
leading to restaurants, hotels, cafes in the
present day; food and beverage service areas, List of Practical Work to be done throughout the
departmental hierarchy, duties and year:
responsibilities of staff, service conventions (i) Front office – standard guest phrases,
(brief overview). telephone manners, guest handling, the guest
cycle (role play). Demonstration and practice
Front Office - Departmental hierarchy, duties
of the above through real time situations e.g.
and responsibilities of front office staff. Brief
school functions.
explanations of how the Front Office has
interdepartmental relations with all (ii) Accommodation operations – cleaning
departments of the hotel; description and agents e.g. for public areas, flower
explanation of the use of property management arrangements (low-long, front open, ikebana,
systems. horizontal), projects on decor for public areas
and guest rooms.

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CLASS XII

There will be two papers in the subject. 4. Classification of Hotels
Paper I - Theory: 3 hours ……70 marks Criteria for classification of Hotels.
Paper II- Practical Work …30 marks Different criteria for classification with
Practical: 3 hours ……20 marks explanations and examples - classifications
Project Work……………….7 marks from regulatory bodies by the Ministry of
Tourism, Government of India and one
Practical File…………..3 marks
international body United Nations World
Tourism Organization (UNWTO).
PAPER - I (THEORY) – 70 Marks
Part I (20 marks) will consist of compulsory short 5. Operational Areas of Hotels
answer questions covering the entire syllabus.
Part II (50 marks): Candidates will be required to Front Office, Accommodation Operations.
answer five questions. Each question in this part
shall carry 10 marks. Food Production - Basic inputs on stocks,
soups and sauces (theory only and demo
1. Managerial Skills in Hospitality through videos) – these form the basics of
different cuisines, allergens, nutritional values
A brief understanding of conceptual skills – their importance and how to calculate them
(planning and organizing), interpersonal skills using a simple software), menu planning and
(communication and rapport building), food cost; importance of safety and hygiene.
operational/technical skills (knowledge) and
leadership skills in relation to Hospitality - Food and Beverage service- Types of meals,
using appropriate hospitality phrases and various meal periods (breakfast, lunch, high
language skills. tea, supper, dinner) – timing and type of food
served (with respect to the Indian scenario)
2. Hospitality: reach, growth and emerging menus and covers (Hors d’oeuvre varies,
trends Parathas, Indian curries, Soups like
Increase in Tourism over the last few years, Minestrone, Roast meat like chicken, Fruits and
Current issues/emerging trends in hospitality. nuts (Dessert), different types of service,
welcoming and seating guests (concept of meet,
Tourism Statistics from domestic and greet, seat), discussion of standard operating
international travel to show where and how procedures (SOPs) : Greeting upon arrival,
tourism has increased over the last few years. Restaurant Service Sequence, Table setups,
Trends, technology (e.g. hospitality technology Handling guest complaints, Mise en place.
for energy conservation, cloud-based services, Front Office - Guest cycle, introduction to the
instant check-in and check-out), guest property management systems and their uses
experiences, sustainability, security, use of (relationship between different departments).
social media.
Accommodation Operations - Attributes of AO
3. Customer care in Hospitality personnel, planning and control desk,
classification of guest rooms, public area
Meaning and importance of customer care in
cleaning and maintenance (e.g. common to in-
the Hospitality industry.
house and non-resident guests), decor
General definitions and examples of customer (including four different types of flower
satisfaction (meeting customer expectations), arrangements), appropriate wall and floor
customer delight (the ‘wow’ factor – surpassing coverings for guest rooms and public areas.
customer expectations and providing a pleasant
experience which is unexpected).
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PAPER II 2. Cold Cooking:
PRACTICAL (20 Marks) Candidates will be required to prepare a
salad/ chaat/ sandwich for a given number of
people and display the same with proper
practical work listed below and maintain a File for
presentation (garnish and plating).
the same.
They will also be required to list down the
List of Practical Work to be done throughout the
ingredients used (based on the standard
year
recipe) with correct quantities.
(i) Food Production – knife skills, cuts of
3. Table Layout
vegetables (classical cuts like Julienne,
Jardiniere, Macedoine, Chiffonade), nutritional Candidates will be required to prepare a table
knowledge and calculation of nutritional values, layout for two people for an à la carte/table
menu planning and food cost, pre-preparation d'hôte restaurant for an Indian meal. The
of food such as cold cooking, salads, chaats, layout will need to be according to the
sandwiches, induction cooking. occasion specified. Candidates will be
required to display the following:
(ii) Food and Beverage Service – service
sequence, restaurant mise-en-place, table • the correct placement of cutlery,
layout sequence for different meals (breakfast, glassware, crockery;
lunch and dinner), table layouts sequence setup
of major meals (breakfast lunch and dinner), • napkin folding, specially keeping in
service conventions (do’s and don’ts during the mind the occasion (rose napkin fold,
service) and standard operating procedures heart napkin fold, pocket fold), colours of
(Greeting upon arrival, Restaurant Service the napkins used (according to occasion).
Sequence, Table Setup, Handling Guest They will also be required to draw and label
complaint) and phrases used related to the F & the table layout prepared.
B Department of the hotel, at various times.
The Practical Work will be evaluated by a
PROJECT WORK AND PRACTICAL FILE
Visiting Examiner appointed locally and
(10 Marks)
approved by the Council.
Project Work – 7 Marks
Distribution of Marks:
The candidate is to creatively execute ONE
Cuts of Vegetables 4 Marks
project/assignment on any aspect of Hospitality
Cold Cooking 8 Marks Management. Teachers may assign or students may
choose any one project of their choice.
Table Layout 8 Marks
The project work is to be assessed by a Visiting
TOTAL 20 MARKS Examiner appointed locally and approved by the
Council.
The practical examination will be of 3 hours Practical File – 3 Marks
duration. Practical examination will consist of The Visiting Examiner is required to assess
questions based on the following: candidates on the basis of the Practical file
1. Cuts of Vegetables: maintained by them during the academic year.
Candidates will be required to display any
two cuts of vegetables (Julienne, Jardiniere, NOTE: No question paper for Project Work will be
Macedoine, Chiffonade) and list their uses. set by the Council.

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