CBSE Class 12 Introduction to Hospital Management Question Paper 2020

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.

ZmoQ> NOTE
(I) H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _o§ _w{ÐV (I) Please check that this question
n¥ð> 11 h¢ & paper contains 11 printed pages.

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

Am{V϶ 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.

{ZX}e :
(i) `h àíZ-nÌ Xmo IÊS>m| _| {d^m{OV h¡ &
IÊS> H$  [aº$ ñWmZ ^[aE & (àË`oH$ 1 A§H$)
A{V bKw-CÎmar` (àË`oH$ 2 A§H$)
bKw-CÎmar` (àË`oH$ 3 A§H$)
IÊS> I  XrK©-CÎmar` (àË`oH$ 5 A§H$)
(ii) g^r àíZm| Ho$ {deof IÊS> H$mo ghr H«$_ _| H$s{OE &
(iii) H¥$n`m Om±M H$a b| {H$ Bg àíZ-nÌ _| 33 àíZ h¢ {OZ_| go 25 àíZm| Ho$ CÎma Xr{OE &
(iv) A{YH$V_ g_` 3 K§Q>o h¡ &

IÊS> H$

~mah àíZm| ‘| go {H$Ýht Xg àíZm| Ho$ CÎma Xr{OE & à˶oH$ àíZ 1 A§H$ H$m h¡ & 110=10

1. ñnmQ>m© eha ‘| _________ Xodr H$mo ‘AOZ{~¶m| H$m ajH$’ ‘mZm OmVm Wm & 1

(A) EWoZm (Athena)
(B) hoam (Hera)
(C) S>o‘oQ>a (Demeter)
(D) drZg (Venus)

2. ^maV ‘| Am{V϶ joÌ, qhXÿ Xe©Z _________ ‘| {Z{hV h¡ & 1

(A) dmgwXod Hw$Qw>å~H$‘
(B) A{V{W Xodmo ^d:
(C) ñdmJV‘ Vo
(D) gd}… ^dÝVw gwIoZm…
.280 2

Instructions :
(i) This question paper is divided into two sections.
Section A – Fill in the blanks. (1 mark each)
Very Short Answer (2 marks each)
Short Answer (3 marks each)
Section B – Long Answer (5 marks each)
(ii) All questions of that particular section must be placed in the correct order.
(iii) Please check that this question paper contain 33 questions out of which
25 questions are to be attempted.
(iv) The maximum time allowed is 3 hours.

SECTION A

Answer any ten questions from twelve questions of 1 mark each. 110=10

1. In Sparta city _________ goddess was considered a ‘protector of strangers’. 1
(A) Athena
(B) Hera
(C) Demeter
(D) Venus

2. Hospitality sector in India stands rooted in the Hindu philosophy of
_________. 1
(A) Vasudhaiva Kutumbakam
(B) Atithi Devo Bhavah
(C) Swagatam Te
(D) Sarvé Bhavantu Sukhinah.

.280 3 P.T.O.

3. Q>¡[a’$ H$mS>m] na ‘w{ÐV Xam| H$mo OmZm OmVm h¡ _________ & 1

(A) [a¶m¶Vr Xa (Discount Rate)
(B) {ZYm©[aV Xa (Fixed Rate)
(C) a¡H$ aoQ> (Rack Rate)
(D) n[adV©Zr¶ Xa (Variable Rate)
4. EH$ H$‘am {Og‘| Xmo qgJb ~oS> (Single Bed) EH$-Xÿgao go AbJ hmoVo h¢, H$mo
_________ go OmZm OmVm h¡ & 1

(A) S>~b ê$‘ (Double Room)
(B) S>~b-S>~b ê$‘ (Double-Double Room)
(C) qgJb ê$‘ (Single Room)
(D) {Q²>dZ ê$‘ (Twin Room)
5. Am°ZbmBZ {dVaU M¡Zb _________ Ho$ H$maU bmoH${à¶Vm àmßV H$a aho h¢ & 1

(A) B§Q>aZoQ> H$s CnbãYVm (Availability of internet)
(B) ñ‘mQ>©µ\$moZ H$m A{YH$ Cn¶moJ
(C) Am°ZbmBZ Q´>¡db EOoÝQ²>g H$s ‘m¡OyXJr
(D) Cn`w©³V g^r
6. _________ hmoQ>bm| H$s EH$ g‘yhH$ do~gmBQ> (aggregator website) h¡ & 1
(A) {Ìd¡Jmo (Trivago)
(B) E‘oµOm°Z (Amazon)
(C) pâbnH$mQ>© (Flipkart)
(D) Amo¶mo (Oyo)
7. _________ EH$ H$‘ amOñd CËnmXZ H$aZo dmbm {d^mJ h¡ & 1
(A) bm°ÝS´>r (Laundry)
(B) ê$åg {S>drOZ
(C) EM.Ama. {d^mJ
(D) ImÚ Ed§ no¶ {d^mJ
.280 4

3. The rates printed in the tariff cards are known as _________. 1
(A) Discount Rates
(B) Fixed Rates
(C) Rack Rates
(D) Variable Rates

4. A room having two single beds separated from each other is known as
_________. 1
(A) Double Room
(B) Double-Double Room
(C) Single Room
(D) Twin Room

5. Online distribution channels are gaining popularity because of _________. 1
(A) Availability of internet
(B) High usage of smartphones
(C) Presence of online travel agents
(D) All of the above

6. _________ is an aggregator website for hotels. 1
(A) Trivago
(B) Amazon
(C) Flipkart
(D) Oyo

7. _________ is a minor revenue producing department. 1
(A) Laundry
(B) Rooms Division
(C) HR Department
(D) Food & Beverage Division
.280 5 P.T.O.

8. _________ A{V{W`m| H$mo g§Mma godmE± àXmZ H$aVr h¡ & 1

(A) H$m°µ’$s em°n (Coffee Shop)
(B) gm°do{Z¶a em°n (Souvenir Shop)
(C) ì¶dgm¶ Ho$ÝÐ (Business Centre)
(D) hmCgH$sqnJ (Housekeeping)
9. _________ Mm~r H$mo J«¡ÝS> ‘mñQ>a H$s go ^r OmZm OmVm h¡ & 1

(A) ‘mñQ>a
(B) B‘aOoÝgr
(C) A{V{W (Guest)
(D) Bbo³Q´>m°{ZH$ (Electronic)
10. EH$ hmoQ>b ‘| ^ao hþE (Occupied) Ed§ Imbr (Vacant) eãXm| H$mo _________ H$m g§Ho$V
XoZo Ho$ {bE à¶moJ {H$¶m OmVm h¡ & 1
(A) ê$‘ H$s ñQ>oQ>g
(B) ê$‘ ³brZ ñQ>oQ>g
(C) ê$‘ Bbop³Q´>{gQ>r ñQ>oQ>g
(D) ê$‘ ñQ>oQ>g OmZH$mar
11. {H$g dJ© H$s A{½Z Ho$ {bE, nmZr H$m à¶moJ em‘H$ (extinguisher) H$s Vah H$^r Zht
{H$¶m OmVm h¡ ? 1
(A) ³bmg E ’$m¶a
(B) ³bmg ~r ’$m¶a
(C) ³bmg gr ’$m¶a
(D) ³bmg B© ’$m¶a
12. _________ em‘H$ àH$ma Ho$ A{½Z em‘H$ H$mo O‘Zo go Xÿa aIZm Mm{hE & 1
(A) gmoS>m-Eo{gS> ’$m¶a
(B) nmZr
(C) g¡ÊS>
(D) H§$~b (Blanket)

.280 6

8. _________ provides communication services to the guests. 1
(A) Coffee Shop
(B) Souvenir Shop
(C) Business Centre
(D) Housekeeping

9. _________ key is also known as Grand Master Key. 1
(A) Master
(B) Emergency
(C) Guest
(D) Electronic

10. In a hotel, Occupied and Vacant are the terms used to indicate _________. 1
(A) Room Key Status
(B) Room Clean Status
(C) Room Electricity Status
(D) Room Status Information

11. For which category of fire is water never used as an extinguisher ? 1
(A) Class A Fire
(B) Class B Fire
(C) Class C Fire
(D) Class E Fire

12. _________ extinguisher type of fire extinguisher should be kept away
from freezing. 1
(A) Soda-Acid Fire
(B) Water
(C) Sand
(D) Blanket

.280 7 P.T.O.

A{V bKw-CÎmar¶ àíZ (à˶oH$ 2 A§H$)
gmV àíZm| ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 25=10

13. hmoQ>b H$mo n[a^m{fV H$s{OE & 2

14. H$m°ÝgrAO© (Concierge) ³¶m h¡ ? 2

15. ‘{h‘mb¶ ‘| AmZÝXm’ (Ananda in the Himalayas) ³¶m h¡ ? 2

16. H§$gmo{Q>©¶‘ (Consortium) ³¶m h¡ ? 2

17. dmCMa a¡H$ H$s Amdí¶H$Vm H$mo ñnîQ> H$s{OE & 2

18. A{V{W`m| Ho$ µ\$moZ H$m°b H$mo g±^mbZo Ho$ Xm¡amZ {H$gr H$mo g™Vr go ³¶m Zht H$aZm Mm{hE ? 2

19. EH$ hmoQ>b Ho$ A{V{W`m| Ûmam gm_Zm H$s OmZo dmbr {H$Ýht Xmo gå^m{dV gwajm g‘ñ¶mAm|
H$s gyMr ~ZmBE & 2

bKw-CÎmar¶ àíZ (à˶oH$ 3 A§H$)
gmV àíZm| ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 35=15

20. hmo‘ñQ>o (Homestays) Ho$ bm^m| na àH$me S>m{bE & 3

21. hmoQ>b ‘| EM.Ama.{d^mJ (HR department) Ho$ ‘hÎd H$mo g‘PmBE & 3

22. EM.Ama.E.gr.gr. (HRACC) H$m nyU© ê$n {b{IE & BgHo$ ³¶m H$m¶© h¢ ? 3

23. VH$ZrH$s {dH$mg Zo hmoQ>b {dVaU àUm{b`m| H$mo H¡$go ~Xb {X¶m h¡ ? 3

24. ’«$ÝQ> Am°{’$g H¡${e¶a Ho$ H$m¶m] H$mo g‘PmBE & 3

25. noqOJ ³¶m h¡ ? 3

26. EH$ A{V{W Ho$ µ\$moZ H$m°b H$m CÎma XoVo g‘¶ Xÿa^mf {eîQ>mMma ³¶m h¢ ? 3

.280 8

Very Short Answer Questions (2 Marks each)

Answer any five questions from seven questions. 25=10

13. Define hotel. 2

14. What is concierge ? 2

15. What is ‘Ananda in the Himalayas’ ? 2

16. What is consortium ? 2

17. Explain the need of Voucher Rack. 2

18. What should one strictly avoid while handling phone calls of guests ? 2

19. Enlist any two safety problems that guests can face in the hotel. 2

Short Answer Questions (3 Marks each)

Answer any five questions from seven questions. 35=15

20. Highlight the benefits of homestays. 3

21. Explain the importance of HR department in a hotel. 3

22. Write the full form of HRACC. What are its functions ? 3

23. How have the technological advances changed the hotel distribution
channels ? 3

24. Explain the duties of a Front Office Cashier. 3

25. What is paging ? 3

26. What are the telephone etiquettes in answering the phone call of a guest ? 3

.280 9 P.T.O.

IÊS> I
XrK© {Z~ÝYmË‘H$ àíZ (à˶oH$ 5 A§H$)
gmV àíZm| ‘| go {H$Ýht nm±M àíZm| Ho$ CÎma Xr{OE & 55=25

27. g§Mma Ho$ ‘yb ê$nm| H$mo g‘PmBE & 5

28. hmoQ>bm| Ûmam AnZmB© JB© n¶m©daU-AZwHy$b àWmAm| H$s gyMr ~ZmBE & 5

29. hmoQ>bm| ‘| g§JR>ZmË‘H$ g§aMZm ³¶m| _hÎdnyU© h¡ ? dU©Z H$s{OE & 5

30. pñW{V Ho$ AmYma na hmoQ>bm| H$m dJuH$aU H$s{OE d g‘PmBE & 5

31. JoñQ> gmB{H$b (Guest cycle) H$mo g‘PmBE & 5

32. ’«$ÝQ> Am°{’$g ñQ>m’$ Ho$ gm¢X¶© ‘mZH$m| H$mo g‘PmBE & 5

33. ~‘ H$s Y‘{H$¶m| (IVao) Ho$ {bE {H$Z gmdYm{Z¶m| d Cnm¶m| H$mo boZm Mm{hE ? 5

.280 10

SECTION B

Long Essay Type Questions (5 Marks each)

Answer any five questions from seven questions. 55=25

27. Explain the basic forms of communication. 5

28. Enlist the environment-friendly practices adopted by hotels. 5

29. Describe why organisational structure is important in hotels. 5

30. Classify and explain the hotels on the basis of location. 5

31. Explain the Guest cycle. 5

32. Explain the grooming standards of the Front Office Staff. 5

33. What precautions and measures should be taken in case of a bomb
threat ? 5

.280 11 P.T.O.