MBOSE Class 12 Question Paper 2026 for Tourism and Hospitality

FOR MBOSE CLASS 12 EXAM PREPARATION

MBOSE Class 12 2026
Question Paper ·
Tourism Hospitality
EXAM YEAR TYPE SUBJECT

MBOSE Class 12 2026 Question Paper Tourism Hospitality

Notes · Sample Papers · Previous Year Papers · Mock Tests

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Total No. of Printed Pages—6
HS/XII/A.Sc.Com/ToH/26
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s e m
seTOURISM l a
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ag ( Meet and Greet )

Full Marks : 30

Time : 1 hour

The figures in the margin indicate full marks for the questions

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General Instructions :

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(i) Write all the answers in the Answer Script.
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(ii) Attempt Section—A (Objectivea Questions) serially.

(iii) Attempt all parts of a question together at one place.

SECTION—A
Choose the most appropriate answer from the given options
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(any eight) : 1×8=8
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. Customer satisfaction results in _____ business. e m
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(a) high

(b) profitable

(c) repeat

(d) low

/81 [ P.T.O.

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( 2 )

2. _____ is the art of presenting your thoughts in the best
possible way.

(a) Anger

(b) Politeness

(c) Happiness

(d) Loyalty

3. _____ is the basic goal of hospitality industry.

(a) Profit

(b) Brand value

(c) Attracting customers

(d) Customer satisfaction

4. The Vishaka Guidelines were promulgated by the Indian
Supreme Court in the year

(a) 1988

(b) 1977

(c) 1997

(d) 1992

HS/XII/A.Sc.Com/ToH/26/81 [ Contd.

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( 3 )

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5. Which of the following is not a behavioural etiquette when
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dealing with colleagues?
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(a) Be courteous
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(b) Bega
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(c) Respect a closed door
(d) Indulge in cracking jokes

6. Which of the following is dry waste?
(a) Green leaves

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(b) Rubber
(c) Dried plant
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(d) Earbud
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7. ‘Nior’ in French means
(a) blue
(b) black
(c) green

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(d) yellow
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8. If a guest is angry or unhappy because of your mistake,
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s e you should
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a (b) ask them to speak to the manager
(c) apologise by saying, “Sorry”
(d) try to justify/defend your mistake

HS/XII/A.Sc.Com/ToH/26/81 [ P.T.O.

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( 4 )

9. Loyalty program is for

(a) customer retention

(b) customer profit

(c) customer feedback

(d) customer exclusion

10. Effective pricing increases

(a) customer

(b) guest

(c) profit

(d) clientele

11. Hazardous household wastes are

(a) batteries

(b) gloves

(c) medicines

(d) CDs

12. Which one of the following does not belong to an
accommodation service?

(a) Resort

(b) Kiosks

(c) Motel

(d) Camping

HS/XII/A.Sc.Com/ToH/26/81 [ Contd.

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( 5 )

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Answer the following very short answer-type questions
(any four) :
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13. Definea upward communication.

14. What do you mean by body language?

15. What is etiquette?

16. What is brand value?

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17. Define feedback.
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18. Give the full form of CCTV.

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SECTION—C
Answer the following short answer-type questions (any three) :
2×3=6

19. What are the reasons for guest complaints?

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20. Define hesitation in brief.
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21. Name the common pests found in restaurant area.
s g l a
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a 23. What is the importance of delivering service as promised
to the customer?

24. List the rules of handling guest complaints.

HS/XII/A.Sc.Com/ToH/26/81 [ P.T.O.

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( 6 )

SECTION—D
Answer the following long answer-type questions (any three) :
4×3=12

25. What is customer centricity? Explain customer centricity
in service.

26. Explain the various components of body language.

27. Explain the role of foreign language in hospitality
industry.

28. List at least four common safety measures adopted for the
safety and security of female.

29. Draw feedback cycle.

30. Discuss the hand hygiene technique a customer service
executive should follow.

HHH

HS/XII/A.Sc.Com/ToH/26/81 26K—560

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