CBSE Class 11 Sample Paper 2026 Solution for Front Office Operations

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2026

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CBSE | DEPARTMENT OF SKILL EDUCATION
FRONT OFFICE OPERATIONS (SUBJECT CODE-810)
MARKING SCHEME FOR CLASS XI (SESSION 2025-2026)
Max. Time: 3 Hours Max. Marks: 60
General Instructions:
1. Please read the instructions carefully.
2. This Question Paper consists of 24 questions in two sections – Section A & Section B.
3. Section A has Objective type questions whereas Section B contains Subjective type questions.
4. 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.
5. All questions of a particular section must be attempted in the correct order.
6. SECTION A - OBJECTIVE TYPE QUESTIONS (30 MARKS):
i. This section has 06 questions.
ii. There is no negative marking.
iii. Do as per the instructions given.
iv. Marks allotted are mentioned against each question/part.
7. SECTION B – SUBJECTIVE TYPE QUESTIONS (30 MARKS):
i. This section contains 18 questions.
ii. A candidate has to do 11 questions.
iii. Do as per the instructions given.
iv. Marks allotted are mentioned against each question/part.

SECTION A: OBJECTIVE TYPE QUESTIONS
Source Material Unit/ Page no.
Q.
QUESTION (NCERT/PSSCIVE/ Chap. of source Marks
No.
CBSE Study Material) No. material
Q. 1 Answer any 4 out of the given 6 questions on Employability Skills (1 x 4 = 4 marks)
i. c) Use precise words NCERT 1 6&7 1
ii. c) Self-motivation NCERT 2 92 1
iii. b) Opinion NCERT 2 70 1
iv. c) Shift+ F7 NCERT 3 123 1
v. c) Critical thinking NCERT 4 153 1
vi. a) Green India Mission NCERT 5 1
Q. 2 Answer any 5 out of the given 7 questions (1 x 5 = 5 marks)
i. b) Service CBSE Study Material 1 1
ii. d) Outbound tourism CBSE Study Material 1 1
iii. c) Transportation CBSE Study Material 1 1
iv. c) Motels CBSE Study Material 1 1
v. a) Kiosk CBSE Study Material 1 1
vi. d) Internet CBSE Study Material 1 1
vii. b) Cultural tourism CBSE Study Material 1 1
Q. 3 Answer any 6 out of the given 7 questions (1 x 6 = 6 marks)
i. b) Invention of wheel CBSE Study Material 2 1
ii. d) Industrial Revolution CBSE Study Material 2 1
iii. a) Tremont House CBSE Study Material 2 1
iv. a) FHRAI CBSE Study Material 2 1

1

v. b) To impart CBSE Study Material 3 1
vi. b) Receiver CBSE Study Material 3 1
vii. d) Decoding CBSE Study Material 3 1
Source Material Unit/ Page no.
Q.
QUESTION (NCERT/PSSCIVE/ Chap. of source Marks
No.
CBSE Study Material) No. material
Q. 4 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i. b) Jargon CBSE Study Material 3 1
ii. a) L CBSE Study Material 4 1
iii. a) Word stress CBSE Study Material 4 1
iv. c) Attentiveness CBSE Study Material 4 1
v. a) Eyeglass CBSE Study Material 5 1
vi. b) Use of hair color, bleached hair CBSE Study Material 5 1
permitted
Q. 5 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i. b) Black oxford shoes CBSE Study Material 5 1
ii. a) The speed CBSE Study Material 6 1
iii. d) Shouldn’t have any distractions of any CBSE Study Material 6 1
kind.
iv. c) Use jargons and acronym in CBSE Study Material 6 1
conversation
v. c) Three copies CBSE Study Material 7 1
vi. a) Bell Captain CBSE Study Material 7 1
Q. 6 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)
i. a) Locate CBSE Study Material 7 1
ii. a) Executive Housekeeper CBSE Study Material 7 1
iii. d) Sub- Master key CBSE Study Material 7 1
iv. b) Chatbot CBSE Study Material 8 1
v. a) Point Of Sale CBSE Study Material 8 1
vi. c) Reservation module CBSE Study Material 8 1

SECTION B: SUBJECTIVE TYPE QUESTIONS
Source Material Unit/ Page no.
Q.
QUESTION (NCERT/PSSCIVE/ Chap. of source Marks
No.
CBSE Study Material) No. material
Answer any 3 out of the given 5 questions on Employability Skills in 20 – 30 words each (2 x 3 = 6 marks)
Q. 7 Questions that can be answered with a NCERT 1 54 1+1=2
‘yes’ or a ‘no’ are called close-ended
questions. That is because the answer
options are limited or closed.

We can form close-ended questions by
adding helping verbs called auxiliary
verbs like Be, Do and Have.

Q. 8 i. Self-motivated people know what NCERT 2 93 ½ x 4=
2
they want from life
ii. They are focused
iii. They know what is important

2

iv. They are dedicated to fulfill their
dreams
Q. 9 i. A word processor helps to check NCERT 3 106 1 x 2=
2
spelling and grammar so that we can
use correct grammar, spelling and
language.

ii. Different documents can be made
attractive by adding different colors,
text styles and text sizes

Q. 10 A trading business does not manufacture NCERT 4 140 2
a good or product but only facilitates the
act of bringing the finished goods from
the manufacturing unit to the buyer or
customer who is ready to pay for the
produced goods.

Q. 11 National Green Tribunal acts on disputes NCERT 5 179 2
related to environmental issues and may
ask people causing ecological damage to
pay heavy fines, take actions to stop and
correct environmental damage or even
send such people to jail.

Answer any 3 out of the given 5 questions in 20 – 30 words each (2 x 3 = 6 marks)
Q. 12 a) Condominium Hotels: CBSE Study Material 1 1 x 2=
2
Condominium hotels are those which are
owned by a single owner who might use
it for some part of the year and rent it out
for the remainder of the year.

b) Supplementary Accommodation:
Supplementary accommodations are
those accommodations that are available
outside the formal or organized
accommodation sector.

Q. 13 Any problems arising from the CBSE Study Material 3 1+1=2
expression/transmission of meaning are
called semantic problems or barriers.
These are concerned with problems and
obstructions in the process of encoding
and decoding the message into words or
other impressions.

Examples: Different Languages, Poor
vocabulary
3

Q. 14 i. Delivers Good Quality Service: CBSE Study Material 5 1 x 2=
2
Employees feel good if they look good
and provide services as per guests’
expectations.

ii. Boosts Self-Confidence: In hotel
industry looks make a lot of
difference. It boosts self-confidence
and self-esteem. One feels very
reassured when other people admire
them and prefer to associate with
them as they find them good.
Q. 15 A log book can be used to monitor the CBSE Study Material 7 1+1=2
distribution of master keys.

This log should include the date, time and
the name of the person who signed for a
particular key. Every time the employee
receives or returns a master key, he or
she should be required to initial or sign
the log. The person issuing the keys
should also initial or sign the log for each
master key transaction.
Q. 16 i. Reduces paper work CBSE Study Material 8 ½ x 4=
2
ii. Environment friendly
iii. Saves time
iv. Increases efficiency
Answer any 2 out of the given 3 questions in 30– 50 words each (3 x 2 = 6 marks)
Q. 17 The second half of the 18th century, CBSE Study Material 2 3
before the French Revolution, is referred
as the “golden era of era’’. In those days,
‘Grand Tour’ of the European continent
was taken by the wealthy families in
Britain for educational purpose. It gave a
big push to the hotel industry in cities of
France, Italy, and Germany etc. This gave
rise to the development of the modern
hotel industry.
Q. 18 I. Simplex: Simplex communication CBSE Study Material 3 1x 3=
3
allows messages to flow in one
direction only. An example of
simplex communication is a
television broadcast, where signal is
sent from a television station to
people watching their televisions.

II. Half-duplex: This communication
allows messages to flow in both

4

directions, but not at the same time.
The sender and the receiver
alternate, with each side waiting for
the other to finish before
responding. A good example of half-
duplex mode is communicating by
post.

II. Duplex: Duplex communication
allows messages to flow in both
directions simultaneously. People
are not good at duplex
communication.

Q. 19 i. Friendliness CBSE Study Material 6 ½ x 6=
3
ii. Confidence
iii. Intelligence
iv. Creativeness
v. Enthusiasm
vi. Tactfulness
Answer any 3 out of the given 5 questions in 50– 80 words each (4 x 3 = 12 marks)
Q. 20 i. Changing the family system and life CBSE Study Material 1 1x 4=
4
styles of people with the invention of
modes of transport and with
increased urbanization many joint
families are dissolute and nuclear
family concept starting.
ii. Under the disguise of tourist anti-
social elements are entering into
various target countries to spoil the
peace and harmony in the society.
iii. With the movement of people, many
various types of diseases are also
spreading and creating health-related
problems among the host country
people.
iv. Tourism development leads to
increase in number of crimes in a
locality. Problems like gambling, eve
teasing, molestation, prostitutions
and other related crime in the tourist
area causes threat to the movement
of people.
Q. 21 i. Appearance – Physical appearance CBSE Study Material 4 1x 4=
4
includes clothing, neatness, body
shape, and anything else that
provides visual messages and cues to
other people.

ii. Facial expression – Face is a major
source of expression when

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communicating with others. It can
smile, frown, remain neutral, show
anger and show disgust.

iii. Eyes – They are often the first piece of
body language others see or notice.
They can be used to make visual
contact, avoid visual contact, express
feelings based on intensity and length
of eye contact, and the like.

iv. Posture – Posture includes how to
hold head, shoulders, legs and arms.
Each of these parts of the body work
separately as well as together to send
non-verbal cues.

Q. 22 i. "I don't know". Instead, say: "That is a CBSE Study Material 6 1x 4=
4
good question; let me find out for
you" or offer to connect the caller with
someone who could provide the
answer.

ii. "I/we can't do that." Instead say:
"This is what I/we can do."

iii. "Just a second" Instead: Give a more
honest estimate of how long it will
take you and/or let them know what
you are doing.

iv. "No." Instead: Find a way to state the
situation positively.
Q. 23 i. Listen carefully: When guest CBSE Study Material 7 1x 4=
4
complaints, do not interrupt, listen
carefully and do not give excuses. The
guest is angry and to lessen the anger,
let him tell you the entire problem.

ii. Clarify: If the staff are in doubt about
the specific problem their guest, then
do not guess his problem but, clarify it
by asking questions and
understanding the nature of problem

iii. Act immediately: Take immediate
action and take the action in front of
the guest so that he feels that he is
taken care of.

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iv. Follow-up Merely taking action is not
sufficient, so follow-up with the other
departments, to check if the
complaint has been handled properly.

Q. 24 Mobile Communication: To keep CBSE Study Material 8 2+2=4
customers updated of changes, many
hospitality businesses use mobile
communication; they send delay notices,
offer deals and sponsor location-based
advertising. Depending on the type of
business the reach can be increased
through emails, text messaging or GPS
tagging. Most of the travelers take some
form of a mobile communication device
with them, whether it is a tablet,
computer or a mobile phone.

In-Room Technology: Nowadays traveler
carries numerous electronic devices and
reliable wireless Internet connectivity
ranks at the top of the list for customer
needs. Guests can use the hotel’s Web
application to access room service
options via online or an e-dining Internet
site, or use an interactive service that
finds nearby restaurants, transportation
or shopping stops for them.

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Study Materials
Notes

Model Papers Class 6 Notes

Sample Papers Class 7 Notes
Half Yearly Sample Papers Class 8 Notes

Class 9 Notes
Important Resources
Class 10 Notes
Periodic Table
Class 11 Notes
Writing Skills / Formats

Maps of India / World Class 12 Notes

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