Previous Year Question Paper with Answer of “Front Office Operations – Code 410” for Class 10 NSQF Vocational, CBSE Session 2021-2022.
CBSE | Vocational Education
Front Office Operations – Code 410
Class 10
(Session 2021-2022)
Previous Year Solved Question Paper for Term – 2
Max. Time Allowed: 1 Hour (60 Min) Max. Marks: 25
General Instructions:
- Please read the instructions carefully
- This Question Paper is divided into 03 sections, viz., Section A, Section B and Section C.
- Section A is of 05 marks and has 06 questions on Employability Skills.
- a) Questions numbers 1 to 4 are one-mark questions. Attempt any three questions.
- b) Questions numbers 5 and 6 are two marks questions. Attempt any one question.
- Section B is of 12 marks and has 12 questions on Subject Specific Skills.
- a) Questions numbers 7 to 12 are one-mark questions. Attempt any four questions.
- b) Questions numbers 13 to 18 are two marks questions. Attempt any four questions.
- Section C is of 08 marks and has 03 competency-based questions.
- a) Questions numbers 19 to 21 are four marks questions. Attempt any two questions.
- Do as per the instructions given in the respective sections.
- Marks allotted are mentioned against each section/question.
SECTION A
(3 + 2 = 5 marks)
Answer any 3 questions out of the given 4 questions. Each question is of mark. 1 x 3 = 3
Q.1 Which organisation has made the Sustainable Development Goals? 1
Q.2 Write any 2 qualities of an Entrepreneur. 1
Q.3 How many SDGs have been created? 1
Q.4 “Entrepreneurs are confident and like the freedom to take decisions”. Which characteristic of entrepreneurs can be depicted from the above statement? 1
Answer any 1 question out of the given 2 questions. Each question is of the mark. 2 x 1 = 2
Q.5 What is the meaning of sustainable development? 2
Q.6 Write any 2 positive impacts of entrepreneurship on society. 2
SECTION B
(4 + 8 = 12 marks)
Answer any 04 questions out of the given 06 questions 1 x 4 = 4
Q.7 Which section of front office provide the communication facilities and service like STD, ISD, E-mail, internet, fax, xerox, etc. to guests? 1
Q.8 Expand Computer. 1
Q.9 Mention any one primary responsibility of hotel telephone exchange. 1
Q.10 Front office staff should have ________ to take the busy demands of front office operations as it is the nerve centre of the hotel and is constantly in touch with guests and therefore invariably comes under tremendous pressure. 1
Q.11 Which section of front office is responsible for conducting the pre-arrival booking activity of the guest in the hotel? 1
Q.12″Even after working continuously for a long time, a computer does not suffer from the human features of exhaustion or loss of concentration. “Which characteristic of computer can be depicted from above statement?1
Answer any 04 questions out of the given 06 questions 2 x 4 = 8
Q.13 Mention any two duties and responsibilities of concierge. 2
Q.14 Write a short note on the impact of computers on the Environment. 2
Q.15 Write a short note on Travel Desk. 2
Q.16 Briefly explain any one of the below-mentioned characteristics of Computers
- a) Reliability
- b) Storage 2
Q.17 Write any 4 main functions of Bell desk/Porter service in a hotel. 2
Q.18 Etiquette and manners are considered as the essential quality of a front office personnel. Explain? 2
SECTION C
(2 x 4 = 8 marks)
(COMPETENCY-BASED QUESTIONS)
Answer any 02 questions out of the given 03 questions
Q.19 Assuming you are an architect, design a hotel lobby layout that is universally accepted. 4
Q.20Explain the role of computers in the following sections of hotel which can help in providing a better guest experience.
- a) Housekeeping
- b) Point of Sale
- c) Front Desk
- d) Reservations 4
Q.21 Draw an organisational chart for the front office department of a large hotel.
ANSWERS
SECTION A
(3 + 2 = 5 marks)
Answer any 3 questions out of the given 4 questions. Each question is of the mark. 1 x 3 = 3
Q.1 United Nations 1
Q.2 Qualities of Entrepreneur
- Hard work
- Optimism
- Independence
- Energetic
- Self-confident
- Perseverant
(Student can write any 2)
Q.3 17
Q.4 Independence
Answer any 1 question out of the given 2 questions. Each question is of mark. 2 x 1 = 2
Q.5 Sustainable development is the development that satisfies the needs of the present without compromising the capacity of future generations, guaranteeing the balance between economic growth, care for theenvironment and social well-being. 2
Q.6 Positive impact of entrepreneurship on society are:
- Accentuates economic Growth
- Fosters Creativity 2
- Stimulates Innovation and Efficiency
- Creates Jobs and Employment Opportunities
- Solves the problems of the society
- Encourages welfare of the society
(Student can write any two)
SECTION B
(4 + 8 = 12 marks)
Answer any 04 questions out of the given 06 questions 1 x 4 = 4
Q.7 Business Center 1
Q.8 ‘Common Operating Machine Particularly used for Technological and Educational Research’. 1
Q.9Telephone Exchange major duties include handling incoming and outgoing calls, handling wake up call, preparation of telephone bills made by guest etc.
(Student can write any one) 1
Q.10 Calmness 1
Q.11 Reservation 1
Q.12 Diligence 1
Answer any 04 questions out of the given 06 questions 2 x 4 = 8
Q.13 The main duties and responsibilities of concierge are as follows:
- Make reservations for dining in famous restaurants.
- Obtaining tickets for theatres, musical, sporting events.
- Arranging for transportation by cars, coaches, buses, trains or airplanes.
- Providing information on cultural and social events like photo exhibitions, art shows etc. (Student can write any two) 2
Q.14 The computer manufacturing processes and computer waste is polluting the environment. The wasted parts of computer can release dangerous toxic materials. When computer junk is discarded in open grounds, they release harmful chemicals like lead and mercury to the environment. Mercury can result in cancer and lead can cause radiation diseases when exposed to the environment. Disposed computers could also cause fire. 2
Q.15 The travel desk is the section of the front desk which handles the transportation facility of the hotel guest. It is responsible for the booking of the air tickets for the guests, hiring of the car and other transportation facility if required by the guest, organizing of the city tour to the guest on request etc. 2
Q.16 a) Reliability: Computer provides very high speed accompanied by an equality high level for reliability. Thus, computers never make mistakes of their own accord.
- b) Storage: The computers have a lot of storage devices which can store a tremendous amount of data with appropriate format. (Students has to explain any one) 2
Q.17 Functions of Bell Desk/Porter
- This desk is responsible for handling the guest luggage during arrival and departure.
- Escorting guest to their rooms on arrival.
- Performs rooming of the guest.
- The bell desk section also handles the paging of the guest.
- Making sundry purchases for the guest.
- Deliver guest mail and messages to the concern guest room.
- Delivers newspaper in the guest room.
- At guests’ requests keep the luggage in the Left-Luggage room. (Student can write any 4) 2
Q.18 Etiquettes and manners are considered as the essential quality of a front office staff. Guests of all status come to stay in the hotel and they are used to good manners and politeness. Especially the star level hotels are the meeting place of the social elites of the society. In this level of environment good manners, courtesy and politeness must be maintained in service. Wishing guest as per time of the day and using magic words to satisfy them are important traits of hotel staff. 2
SECTION C
(2 x 4 = 8 marks)
(COMPETENCY-BASED QUESTIONS)
Answer any 02 questions out of the given 03 questions
Q.19
4 (1 marks for every 4 sections)
Q.20 Computer technology plays an important role in the hospitality and tourism industry. Today, most hospitality businesses such as: hotels, motels, food service, and beverage operations are using computers to record, report, and analyze the effectiveness of internal operations.
Housekeeping: Housekeepers use the same software as front desk staff to verify which rooms are checking out and staying over each day. That way, they know which rooms to clean completely and which ones to simply tidy.
Point-of-Sale: Hotels that have a restaurant may employ a computerized point of- sale (POS) system/ terminals and registers that control guest checks, kitchen orders, and guest payments.
Front Desk: Front desk personnel use the software to check-in and check-out of guests and to print off bills. Additionally, they may check the computer to see if a room has been cleaned before checking in a guest.
Reservations: Use of computers has made the reservation or booking of rooms easy. It helps the reservation staff to rapidly check the availability of rooms when the guest calls for reserving a room. Reservation staff uses computer software programs to make reservations.
Q.21
4 (1 mark for every 4 sections)
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