CBSE Class 12 Introduction to Hospitality Management Question Paper 2019

SET-4
Series BVM H$moS> Z§.
Code No. 280
amob Z§. narjmWu H$moS >H$mo CÎma-nwpñVH$m Ho$ _wI-n¥ð
Roll No. >na Adí` {bIo§ &
Candidates must write the Code on the
title page of the answer-book.

 H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _o§ _w{ÐV n¥ð> 11 h¢ &
 àíZ-nÌ _| Xm{hZo hmW H$s Amoa {XE JE H$moS >Zå~a H$mo N>mÌ CÎma -nwpñVH$m Ho$ _wI-n¥ð> na
{bI| &
 H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| >33 àíZ h¢ &
 H¥$n`m àíZ H$m CÎma {bIZm ewê$ H$aZo go nhbo, àíZ H$m H«$_m§H$ Adí` {bI| &
 Bg àíZ-nÌ H$mo n‹T>Zo Ho$ {bE 15 {_ZQ >H$m g_` {X`m J`m h¡ & àíZ-nÌ H$m {dVaU nydm©•
_| 10.15 ~Oo {H$`m OmEJm & 10.15 ~Oo go 10.30 ~Oo VH$ N>mÌ Ho$db àíZ-nÌ H$mo n‹T>|Jo
Am¡a Bg Ad{Y Ho$ Xm¡amZ do CÎma-nwpñVH$m na H$moB© CÎma Zht {bI|Jo &
 Please check that this question paper contains 11 printed pages.
 Code number given on the right hand side of the question paper should be
written on the title page of the answer-book by the candidate.
 Please check that this question paper contains 33 questions.
 Please write down the Serial Number of the question before
attempting it.
 15 minute time has been allotted to read this question paper. The question
paper will be distributed at 10.15 a.m. From 10.15 a.m. to 10.30 a.m., the
students will read the question paper only and will not write any answer on
the answer-book during this period.

Am{VÏ` à~§YZ H$m n[aM`
INTRODUCTION TO HOSPITALITY MANAGEMENT

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

280 1 P.T.O.

gm_mÝ` {ZX}e :
(i) Bg àíZ-nÌ _| 33 àíZ em{_b h¢ {OZ_| go Aä`Wu H$mo {g\©$ 25 àíZ H$aZo H$s µOê$aV
h¡ &
(ii) àíZ-nÌ Xmo IÊS>m| _| {d^m{OV h¡ &
IÊS> A
 ~hþ{dH$ënr` àíZ /[aº ñWmZ ^[aE /grYo àíZ : Hw$b 12 àíZ em{_b h¢ Omo
1 – 1 A§H$ Ho$ h¢ & BZ_| go {H$Ýht 10 àíZm| Ho$ CÎma Xr{OE &

 A{V bKw CÎmar` àíZ : Hw$b 7 àíZ em{_b h¢, àË`oH$ Ho$ 2 A§H$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
 bKw CÎmar` àíZ : Hw$b 7 àíZ em{_b h¢, àË`oH$ Ho$ 3 A§H$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
IÊS> ~
XrK© CÎmar` /{Z~ÝYmË_H$ àíZ : Hw$b 7 àíZ em{_b h¢, àË`oH$ Ho$ 5 A§H$ h¢ & BZ_| go
{H$Ýht 5 àíZm| Ho$ CÎma Xr{OE &
General Instructions :
(i) This question paper contains 33 questions out of which the candidate
needs to attempt only 25 questions.
(ii) Question paper is divided into two sections.

SECTION A
 Multiple choice questions / Fill in the blanks/Direct questions :
contains total 12 questions of 1 mark each. Answer any 10 questions.
 Very short answer type questions : contains total 7 questions of
2 marks each. Answer any 5 questions.
 Short answer type questions : contains total 7 questions of 3 marks
each. Answer any 5 questions.

SECTION B
Long answer / Essay type questions : contains total 7 questions of 5 marks
each. Answer any 5 questions.

280 2

IÊS> A
SECTION A

{XE JE ~mah ‘| go {H$Ýht Xg àíZm| Ho$ CÎma Xr{OE & 1×10=10
Answer any ten questions from the given twelve.

1. µ\$ma{g`m| Zo ___________ _mJ© Ho$ gmW gam` d nmoñQ> hmCg (post house) {dH${gV
{H$E &
(H$) H$madm§ (Caravan)
(I) g_wÐ
(J) {h_mb`
(K) J«¢S> Q´>§H$ amoS>
The Persians along the ___________ route developed inns and post
houses.

(a) Caravan

(b) Sea

(c) Himalayas

(d) Grand Trunk Road

2. ___________ 1788 _| {Z{_©V g~go nhbo `yamo{n`Z hmoQ>bm| _| go EH$ Wm &
(H$) hmoQ>b JmoëS>Za {he© (Hotel Goldener Hirsch)
(I) X ã`y_moÝQ> (The Beaumont)
(J) hmoQ>b X h¡Zar (Hotel de Henry)
(K) hmoQ>b gm§Vm H¡$Q>oarZm (Hotel Santa Caterina)
____________ was one of the first European hotels built in 1788.

(a) Hotel Goldener Hirsch

(b) The Beaumont

(c) Hotel de Henry

(d) Hotel Santa Caterina

280 3 P.T.O.

3. H$_am| na [a`m`V ____________ na CnbãY hmoVr h¡ &
(H$) a¡H$ aoQ> (Rack Rate)
(I) n¡Ho$O aoQ> (Package Rate)
(J) ~ëH$ aoQ> (Bulk Rate)
(K) Cn`w©º$ _| go H$moB© Zht
The discounts on rooms are available on ____________ .

(a) Rack Rate

(b) Package Rate

(c) Bulk Rate

(d) None of the above

4. O~ A{V{W {gµ\©$ {XZ Ho$ Cn`moJ Ho$ {bE H$_am MmhVm h¡, Vmo br OmZo dmbr Xa H$mo
____________ Ho$ Zm_ go OmZm OmVm h¡ &

(H$) am{Ì Xa (Night Rate)
(I) S>o aoQ> (Day Rate)
(J) a¡H$ aoQ> (Rack Rate)
(K) n¡Ho$O aoQ> (Package Rate)
When the guest wants a room for day use only, the rate charged is
termed as _____________.

(a) Night Rate

(b) Day Rate

(c) Rack Rate

(d) Package Rate

280 4

5. VH$ZrH$s {dH$mg Zo hmoQ>b {S>ñQ´>rã`yeZ M¡Zb H$mo EH$ ZB© AmH¥${V àXmZ H$s h¡ Š`m|{H$
____________ &

(H$) B§Q>aZoQ> H$s CnbãYVm h¡
(I) ñ_mQ>©µ\$moZ H$m A{YH$ à`moJ hmoVm h¡
(J) Q´>¡dob EOoÝQ> H$s Am°ZbmBZ CnpñW{V h¡
(K) Cn`w©º$ g^r
Technological advances have reshaped the hotel distribution channel
because of _____________.

(a) Availability of Internet

(b) High usage of smartphones

(c) Presence of online travel agents

(d) All of the above

6. ___________ hmoQ>bm| H$s EH$ gm_yhH$ do~gmBQ> (aggregator website) h¡ &

(H$) Amo`mo (Oyo)
(I) {Q´>dmJmo (Trivago)
(J) Om~m|J (Jabong)
(K) A_oµOZ (Amazon)
______________ is an aggregator website for hotels.

(a) Oyo

(b) Trivago

(c) Jabong

(d) Amazon

280 5 P.T.O.

7. ________________ {d^mJ EH$ H$_ amOñd CËnmXZ H$aZo dmbm {d^mJ h¡ &

(H$) hmCgH$sqnJ (Housekeeping)
(I) ImÚ Ed§ no`
(J) _mZd g§gmYZ
(K) Xÿa^mf
__________________ department is a minor revenue producing
department.

(a) Housekeeping

(b) Food and Beverage

(c) Human Resource

(d) Telephones

8. ____________ AmajU, nyN>VmN> Ed§ ê$_ ~wqH$J H$m H$m`© H$aVm h¡ &

(H$) hmCgH$sqnJ à~§YH$ (Housekeeping Manager)
(I) bm°~r à~§YH$ (Lobby Manager)
(J) \«$ÝQ> Am°{\$g à~§YH$ (Fornt Office Manager)
(K) Cn`w©º$ g^r
_____________ deals with reservations, enquiries and room bookings.

(a) Housekeeping Manager

(b) Lobby Manager

(c) Front Office Manager

(d) All of the above

280 6

9. ~ob S>oñH$ (Bell desk) H$m _w{I`m H$m¡Z h¡ ?
(H$) gr{Z`a ~ob H$ßVmZ (Senior Bell Captain)
(I) ~ob H$ßVmZ (Bell Captain)
(J) ~ob~m°` (Bellboy)
(K) bm°~r à~§YH$ (Lobby Manager)
Who heads the Bell desk ?

(a) Senior Bell Captain

(b) Bell Captain

(c) Bellboy

(d) Lobby Manager

10. `{X H$moB© A{V{W hmoQ>b H$s g§n{Îm H$mo j{V nhþ±MmVm h¡, Vmo CgH$m Zm_ __________ _|
gyMr~Õ {H$`m Om gH$Vm h¡ &
(H$) bmb gyMr
(I) H$mbr gyMr
(J) Zmo emo (No Show)
(K) àmW{_H$Vm gyMr
If the guest damages the hotel property, then his/her name can be listed
in _______________.

(a) Red List

(b) Black List

(c) No Show

(d) Priority List

280 7 P.T.O.

11. \$mo_ àH$ma (Foam type) Ho$ em_H$ H$m à`moJ ____________ _| {H$`m OmVm h¡ &
(H$) Šbmg ~r àH$ma H$s AmJ
(I) Šbmg gr àH$ma H$s AmJ
(J) Šbmg S>r àH$ma H$s AmJ
(K) Šbmg B© àH$ma H$s AmJ
Foam type of extinguisher is used in ____________.

(a) Class B type of Fire

(b) Class C type of Fire

(c) Class D type of Fire

(d) Class E type of Fire

12. ___________ EH$ pñWa AmJ ~wPmZo H$s àUmbr h¡ &

(H$) gr.gr.Q>r.dr. (CCTV)
(I) ñdMm{bV {N>‹S>H$md (Automatic Sprinkler)
(J) S>r.gr.nr. em_H$ (DCP Extinguisher)
(K) gmoS>m Eo{gS> A{½Z em_H$ (Soda Acid Fire Extinguisher)
________________ is a stationary fire fighting system.

(a) CCTV

(b) Automatic Sprinkler

(c) DCP Extinguisher

(d) Soda Acid Fire Extinguisher

280 8

{XE JE gmV A{V bKw CÎmar` àíZm| ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 2×5=10
Answer any five questions from the given seven very short answer questions.

13. ~OQ> hmoQ>b Š`m h¡ ?
What is a budget hotel ?

14. {H$Ýht Mma ImÚ d no` AmCQ>boQ> H$m CëboI H$s{OE &
Mention any four Food and Beverage outlets.

15. H$mb gh^mOZ {gÕm§V (Timeshare concept) na H$m`© H$aZo dmbr {H$Ýht Xmo H$ån{Z`m|
Ho$ Zm_ {b{IE &
Name any two companies which work on timeshare concept.

16. H$m°b boIm àUmbr Š`m h¡ ?
What is Call Accounting System ?

17. {H$Ýht Xmo µJ¡a-_m¡{IH$ g§Mma H$mo {b{IE {OZH$m A{V{W nañna-{H«$`m _| AZwgaU {H$`m
OmZm Mm{hE &
Mention any two non-verbal communications to be followed while
interacting with a guest.

18. AmnmV-pñW{V _oZwAb Š`m h¡ ?
What is Emergency Manual ?

19. Zmo emo (No Show) Š`m h¡ ?
What is No Show ?

{XE JE gmV bKw CÎmar` àíZm| ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 3×5=15
Answer any five questions from the given seven short answer questions.

20. âbmoqQ>J hmoQ>b Š`m h¢ ? CXmhaUm| g{hV {b{IE &
What are Floating Hotels ? Write with examples.

280 9 P.T.O.

21. hmoQ>b Ho$ {dÎm Ed§ boIm {d^mJ H$s J{V{d{Y`m| H$s gyMr ~ZmBE &
Enlist the activities of Finance and Accounts department in a hotel.

22. ho[aQ>oO Šbm{gH$ hmoQ>b Š`m h¢ ?
What are Heritage Classic hotels ?

23. {dVaU M¡Zb (Distribution Channel) go Amn Š`m g_PVo h¢ ? {d{^Þ M¡Zbm| Ho$ ñVam|
H$m dU©Z H$s{OE &
What do you understand by Distribution Channel ? Describe the various
channel levels.

24. gr{Z`a ~ob H$ßVmZ Ho$ H$V©ì`m| H$mo g_PmBE & >
Explain the duties of Senior Bell Captain.

25. [agoße{ZñQ> Ho$ H$V©ì`m| H$m dU©Z H$s{OE &
Describe the duties of Receptionist.

26. Šbmg B© AmJ (Class E Fire) Š`m h¡ ?
What is Class E Fire ?

IÊS> ~
SECTION B

{XE JE gmV bå~o {Z~ÝYmË_H$ àíZm| ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 5×5=25
Answer any five questions from the given seven long essay type questions.

27. BH$moQ>oëg (Ecotels) Š`m h¢ ?
What are Ecotels ?

28. hmoQ>b Ho$ {d{^Þ {d^mJ Š`m h¢ ? {H$gr EH$ {d^mJ Ho$ H$m`m] H$mo g_PmBE &
What are the different departments in a hotel ? Explain the functions of
any one department.

280 10

29. Q>mJ}Q> _mH}$Q> (target market) Ho$ AmYma na hmoQ>b H$m dJuH$aU H$s{OE Ed§ g_PmBE &
Classify and explain the hotel on the basis of target market.

30. \«$ÝQ> Am°{\$g àUm{b`m| H$mo g_PmBE &
Explain the Front Office systems.

31. ‘{eH$m`V H$s H$m°b’ go \«$ÝQ> Am°{\$g Ho$ H$_©Mm[a`m| H$mo H¡$go {ZnQ>Zm Mm{hE ?
How should Front Office staff handle a ‘Complaint Call’ ?

32. hmoQ>b _| Mmoar H$s dmaXmV na {H$Z gmdYm{Z`m| d Cnm`m| H$mo boZm Mm{hE ?
What precautions and measures should be taken in case of theft in the
hotel ?

33. \«$ÝQ> Am°{\$g _| g§Mma Ho$ _hÎd H$s ì`m»`m H$s{OE &
Explain the importance of communication in Front Office.

280 11 P.T.O.