NSQF Practical Guidelines and Project 2018 of “Front Office Operations (753)” for Class 12 CBSE

 Practical Guidelines

 Front Office Operations XII (753)

 1.)MINIMUM PASS MARKS

The Minimum number of marks required to pass in each subject is (33) percent in the written papers and practical examination.

2.)Marks for record, Viva Project etc., in respect of Senior School Certificate Examination:

Marks allotted for laboratory Record, Viva Voice etc., should be separately stated in the answer book (if answer-Books are used) and added to the marks given for other items. The projects and the practical records, duly punched should be returned to the students concerned immediately after evaluation

3.)Assessment of performance.

• The two examiners, one internal and the other external may be assigned for the conduct and assessment of Practical Examinations each in Senior Secondary School Curriculum. Question for the viva examinations should be conducted by both the examiners. Question to be based on the practical work or the practical curriculum.

• In the assessment and award of marks, strictly follow the marking Scheme which has been given in the list of practical I.e. provided to the Examiners/Schools at the time of Examination.

• Every effort should be made to reach a consensus on the marks to be awarded to individual candidates. If a difference of one or two marks still persists even after discussion the average marks should be awarded.

• If irregularities are perceived by either examiner in the conduct of the Practical Examination these should be included in the examiner’s report and should be sent to the Asstt. Secretary (A.B. Cell) within three days after the end of practical examination.

• The external examiner should assume responsibility of deposit of answer books & award list to the Board.

• Award lists should be signed by both the examiners and should be sent separately through mail or messenger/personally in a double sealed cover and not mixed with the Answer-books. The answer-books can be delivered personally in the Board’s office.

• The related material will be collected by the external examiner from the allotted schools.

Sample for projects have been given below. Any three projects can be selected during the year. However, teachers could also frame similar projects to test candidates’ skills. Project should be based from the field of subject as per the Curriculum

Project -15 MARKS

1. Prepare a flowchart /Power point presentation on stages of guest cycle and the activities involved in each stage

2. Draw the formats of the following vouchers ( any 5)
3. i) Arrival and departure Errand card.
4. ii) VIP amenity voucher.

iii) Registration card.

1. iv) C-form.
2. v) Left luggage tag
3. vi) Bell captain control sheet

vii) Key card/control sheet

3. Make flow charts to illustrate the check-in procedures of a guest- having confirmed reservation/VIP/ Walk in / foreigner

4. Draw flow charts to outline the procedures of bell desk ( guest arrival/scanty baggage /guest departure /left luggage )

5. Develop one case study each on four types of complaints (mechanical/ attitudinal / service related /unusual) and guidelines to handle each complaint.

6. Make a checklist /brief description on
7. i) Do’s and don’ts of telephone etiquette
8. ii) Desirable qualities of a telephone operator

iii) Records used by telephone operator

7. Develop the job description and competencies required for a concierge
8. Develop a quiz for your class based on glossary terms

(If students cannot be assigned a power point presentation, then they can communicate their project work through flip charts, flow diagram, etc .Students can also use electronic media to gain information on hotels)

• Students should demonstrate their capacity to handle a project in the examination. To improve students’ presentation skills, it is suggested that the students be trained to present final project.

• The marks for the projects will be assessed by the subject teachers through, a well planned rubric, keeping in view the core content, quality of the project and presentation of work.

• The correctness and quality of the projects in accordance to the time limit should be kept in mind before grading the child.

Viva based on project – 05 marks

1. Why is C form used?
2. What does GRC stand for?
3. What do you understand by guest paging?
4. How will you handle if a guest complains of his geyser not working/ any other complaint
5. What is the procedure for check-in in case of foreigner guest /walk in guest?
6. What is the procedure of bell desk in case of scanty baggage?

The examiner conducting the final practical examination may ask verbal questions related to the practical done by the student.

Practical File-05 Marks

• The Examiner in charge of conducting practical may assign practical activities to the students as per the curriculum given below.

• Students are required to prepare a practical file as per the curriculum and instructions of the subject teacher.

Practical file should have at least 10 activities as given in the practical syllabus and should cover all the units.

Grooming and soft skills – 05 marks

• Communication skills -Ask to introduce self, talk about self, his likes /dislikes, why chosen this field , observe and note –clarity of thought and speech ,confidence

• Courtesy and Manners -how greets, sits only when asked to , Table manners

• Grooming – uniform, nails, hair, shoes, etc

Demonstration of skill competency via Lab Activities/ practical exam- 10 marks

Any two questions ( 5 marks each) can be chosen from the below . or Activity questions can be created by both external and internal examiner, to be conducted on the day of practical exam .

1. Briefly describe four important activities each involved in guest cycle.
2. List ten Do’s and don’ts of telephone etiquette or desirable qualities of a telephone operator / or records used by telephone operator.
3. Write the job description/competencies required for a concierge
4. Outline the steps of the procedures of bell desk ( guest arrival or scanty baggage or guest departure or left luggage )
5. Draw the formats of the following vouchers ( any two)
6. i) Arrival and departure Errand card.
7. ii) VIP amenity voucher.

iii) Registration card.

1. iv) C-form.
2. v) Left luggage tag
3. vi) Bell captain control sheet

vii) Key card/control sheet

Record of Marks in the Practical answer-books

The marks for the practical will be assessed by the subject teachers through, a well planned rubric, keeping in view the core content, quality of the practical and presentation of work.

The examiner will indicate separately marks of practical examination on the title page of the answer-books under the following heads:-

Projects ( 5×3)                                                                                           15 Marks

1. Viva 5 marks
2. File 5 marks
3. Grooming and soft skills 5 marks
4. Practical exam 10 Marks

Total                                                                                                               40 marks