Previous Year Question Paper with Answer of “Front Office Operations- Code 410” for Class 10 NSQF Vocational, CBSE Session 2019-2020.

Front Office Operations (Subject Code-410)
Previous Year Question Paper for Class 10 NSQF Vocational, CBSE Session 2019-2020

SECTION A: OBJECTIVE TYPE QUESTIONS

Q. 1 Answer any 4 out of the given 6 questions on Employability Skills (1 x 4 = 4 marks)

i. The communication which helps to understand others’ thoughts and feelings:

a) Verbal Communication
b) Non-verbal Communication
c) Visual Communication
d) Written Communication

ii. Stress management is about learning

a) How to avoid the pressures of life
b) The connection between mind and body
c) To avoid all kinds of stress
d) How to develop skills that would enhance our body’s adjustment when we
are subjected to the pressures of life

iii. Which one of the following is not the physical signs of stress?

a) Boredom
b) Fatigue
c) Breathlessness
d) Hyperactivity

iv. This allows the user to change various settings in a computer:

a) Search Box
b) Taskbar
c) Control Panel
d) Recycle Bin

v. Which of the following is not something that can be invested?

a) Energy
b) Expertise
c) Money
d) Time

vi. One of the best solutions to get rid of non-biodegradable waste is:

a) Burning
b) Dumping
c) Recycling
d) Burying

Q. 2 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i A modern newspaper is a chronicle and ________________in miniature.

a) Dictionary
b) Reference
c) Encyclopedia
d) Articles

ii Newspapers are regarded by economists as a ___________ of modern life.

a) Medium
b) Communication
c) Access
d) Necessity

iii Which of the following is the capital of Uttarakhand?

a) Agartala
b) Dehradun
c) Gangtok
d) Ranchi

iv Which of the following is a Union territory?

a) Tripura
b) Chandigarh
c) Manipur
d) Nagaland

v The capital of Mizoram is:

a) Aizwal
b) Imphal
c) Shillong
d) Kohima

vi On 2 June 2014, which place was separated from Andhra Pradesh as the 29th state of the union.

a) Chhattisgarh
b) Karnataka
c) Telangana
d) Bangalore

Q. 3 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i First impression is important because:

a) We may not meet a guest for a second time
b) We do not unconsciously make snap judgement about anything.
c) We unconsciously make some form of impression as soon as we meet.
d) They are not always reliable.

ii Personal hygiene and cleanliness of staff reflect:

a) Importance of washing hands.
b) The standard of the establishment
c) The harmfulness of the bacteria
d) Standard of the employees.

iii A cut, boil or septic spot should be

a) Covered with water proof dressing.
b) Looked at by a doctor.
c) Cleaned in warm water.
d) Left uncovered to heal quickly.

iv How can biting your nails be harmful to your health

a) It makes your teeth more brittle.
b) It makes your nails too short
c) It transfers bacteria between your mouth and hands.
d) It prevents bacteria from digesting food in the mouth.

v In the hospitality industry a key part of quality assurance is:

a) Interpersonal skills.
b) Personal appearance
c) Good hygiene
d) Positive guest service attitude

vi To maintain a good guest relation, the front office staff should possess:

a) Pleasing personality
b) Communication Skills
c) Positive attitude
d) Confidence.

Q. 4 Answer any 5out of the given 6 questions (1 x 5 = 5 marks)

i In customer contact situation you should not

a) Use any facial expression or eye contact
b) Reinforce your message with a particular tone of voice
c) Move your body or hands to emphasize your message
d) Stand sideways to a customer with your arms folded

ii Good customer care is all about

a) Giving a service focused on customer needs.
b) Following established procedure
c) Giving complimentary items when things go wrong.
d) Keeping to the itinerary.

iii Which one of the following is most important in a receptionist, to ensure good personal presentation?

a) Clothes that are colorful
b) Smiling face.
c) Clothes that are neat and clean
d) Calmness.

iv As a front office staff, you are attending a regular customer at reception. In order to promote your salesmanship, the most important skill required is:

a) Positive attitude
b) Honesty
c) Confidence
d) Memorizing Skill

v The organizational structure of a hotel front office varies depending upon the:

a) Location of the hotel
b) Number of employees working
c) Size of hotel
d) Type of customers.

vi A guest folio is:

a) A guest report
b) A guest bill
c) A guest history
d) A guest resume

Q. 5 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i The section of the front office which makes sundry purchase for the guest:
a) Cash and bills
b) Business Centre
c) Travel Desk
d) Bell Desk

ii Mr. Sandeep is staying in a hotel and wants a wakeup call at 4:00 am. Which front office section will assist him in this function?

a) Guest relation desk
b) Telephone Exchange
c) Reservation
d) Information Desk

iii Which one of the following is a NOT a Front-of -the -house section?

a) Cash and bill desk
b) Reservation Desk
c) Business Centre
d) Bell Desk

iv Which one is the result of the output given by a computer:

a) Data
b) Instruction
c) Information
d) Command

v Efficiency of a computer depends upon:

a) Monitor
b) Keyboard
c) Mouse
d) Processor

vi In a computer the raw facts are:

a) Programs
b) Data
c) Commands
d) Attributes

SECTION B: SUBJECTIVE TYPE QUESTIONS

Answer any 3 out of the given 5 questions on Employability Skills (2 x 3 = 6 marks)
Answer each question in 20 – 30 words.

Q. 6 Why feedback is important in a communication process? Name any two types of feedback?
Q. 7 Suggest your friend some activities which can help him/her manage stress.
Q. 8 List out any four signs that indicate the computer is infected with virus.
Q. 9 Briefly explain any two qualities of an entrepreneur?
Q. 10 Enlist any four good practices that can be adopted in daily life to conserve energy.

Answer any 4 out of the given 6 questions in 20 – 30 words each (2 x 4 = 8 marks)

Q. 11 Briefly explain any two advantages of reading newspaper?
Q. 12 Write the social benefits of maintaining good hygiene?
Q. 13 Why teamwork is considered as an essential quality of front office personnel?
Q. 14 Who is a concierge? What are his main duties and responsibilities?
Q. 15 Briefly explain versatility as one of the characteristics of computer?
Q. 16 What is POS? Write the main application of POS in Restaurants?

Answer any 3 out of the given 5 questions in 50– 80 words each (4 x 3 = 12 marks)

Q. 17 Good grooming influences the hospitality professional in a positive manner. Discuss any four points to support the above statement?
Q. 18 Explain physical ability and etiquette and manners as two significant qualities of front office staff?
Q. 19 Elaborate the main functions of Reception/Registration Desk.
Q. 20 Draw the layout of a hotel lobby.
Q. 21 Explain the role of computer in the following sections of a hotel

i) Reservations
ii) Front Desk
iii) House keeping
iv) Night Auditing

Answers

SECTION A: OBJECTIVE TYPE QUESTIONS

Q. 1 Answer any 4 out of the given 6 questions on Employability Skills (1 x 4 = 4 marks)

i. a) Verbal Communication
ii. d) How to develop skills that would enhance our body’s adjustment when we are subjected to the pressures of life
iii. a) Boredom
iv. c) Control Panel
v. b) Expertise
vi. c) Recycling

Q. 2 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i. c) Encyclopedia
ii. d) Necessity
iii. b) Dehradun
iv. b) Chandigarh
v. a) Aizwal
vi. c) Telangana

Q. 3 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i. c) We unconsciously make some form of impression as soon as we meet.
ii. b) The standard of the establishment
iii. a) Covered with water-proof dressing.
iv. c) It transfers bacteria between your mouth and hands.
v. c) Good hygiene
vi. b) Communication Skills

Q. 4 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i. d) Stand sideways to a customer with your arms folded
ii. a) Giving a service focused on customer needs.
iii. c) Clothes that are neat and clean
iv. d) Memorizing Skill
v. c) Size of hotel
vi. b) A guest bill

Q. 5 Answer any 5 out of the given 6 questions (1 x 5 = 5 marks)

i. d) Bell Desk
ii. b) Telephone Exchange
iii. b) Reservation Desk
iv. c) Information
v. d) Processor
vi. b) Data

SECTION B: SUBJECTIVE TYPE QUESTIONS

Answer any 3 out of the given 5 questions on Employability Skills (2 x 3 = 6 marks)
Answer each question in 20 – 30 words.

Q. 6 Feedback plays an important part in communication because it tells both the source and the receiver, how their messages are being interpreted. Two types of Feedback:

1. Specific feedback
2. Descriptive feedback

Q. 7 Physical Exercise: When stress affects the brain, rest of the body also feels the impact. Physical exercise in the form of walking, skipping or for that matter indulging in any sports has been found to relieve stress as they stabilize mood, improve self-esteem and induce sleep. Enjoying: Recreational activities like watching movies, attending concerts, playing games, involving in adventure sports, singing, dancing or even sketching can help individuals transcend to a happier mental state and help manage stress.

Q. 8 Some of the common signs of a virus attack are:

• Computer runs very slow

• There is change in the file size

• Computer often stops responding

• Unusual error message appears on the screen

Q. 9 1. Hard working: In order to be successful, an entrepreneur must be very hard working. Successful entrepreneurs adapt to the habit of hard work from a very early stage.

2. Independent: Successful entrepreneurs like to function at their own will and rules. They dislike being guided by others. They do not prefer working for others and are the masters of their own.

Q. 10

1.Use Air conditioner with doors closed.

2.Do not keep the door of refrigerator open for too long

3.Switch off the lights and fans while not in use.

4.Switch off main plugs(power) of TV, computer and other gadgets.

These are some practices that we can adopt in our daily life to conserve, energy.

Answer any 4 out of the given 6 questions in 20 – 30 words each (2 x 4 = 8 marks)

Q. 11

1. Easy to Carry: It is very convenient to get access to newspapers. It can be easily bought from many places and easily be carried to any place or anywhere. It can be read in the car, train, bus or airplane and at any time.

2. Informative: There are a variety of interesting topics in newspapers appealing to reader of all tastes. Newspapers cover a lot of topics, e.g.
international and local news, stories, movies models, food etc. Everyone can choose any topics they like to read.

Q. 12 Maintaining good hygiene includes social benefits such as:

• Caring body regularly can reduce body odour and improve personal appearance, subsequently improving others (employees and guests) perceptions about you.
• Good personal hygiene is also helpful in improving self-image.
• By being well presented, clean and tidy, people can feel more confident, especially in social situations.
• Chances of succeeding either in work or social settings can be altered by maintenance of good hygiene.

Q. 13 Team work is considered as an essential quality of front office staff because these employees are considered as reference point. The front office staffs are required to coordinate with other departments, airlines, travel agencies and city tour officers to give the guests personalized services. Therefore, it is very essential that they need to work as a team so that right information is conveyed to guest without any delay.

Q. 14 The concierge of a hotel is a front office professional who coordinates guests’ entertainment, travel and other activities. Any time guests’ have a question, such as directions to local attractions, he finds the answer as quickly as possible. In addition, he makes restaurant reservations, orders car service and may even arrange personal shopping for the guests.

Q. 15 Versatility is one of the most wonderful things about computer. Multiprocessing features of computer makes it quite versatile in nature. By versatility we mean the capacity to perform completely different types of work at the same time. One moment, it can be used to prepare payroll slips, the next moment you may use it for inventory management. It can perform different types of tasks with same ease. Briefly, a computer is capable of performing almost any task provided that the task can be reduced to series of logical steps.

Q. 16 POS stands for Point of Sale. Hotels that have a restaurant may employ a computerized point of-sale system/ terminal and registers that control guest checks, kitchen orders, and guest payments. Restaurant staff or stewards enter food and drink orders into the POS system, which prints KOT (kitchen order ticket) for the kitchen and bar staff that they know what to prepare.

Answer any 3 out of the given 5 questions in 50– 80 words each(4 x 3 = 12 marks)

Q. 17 1. Image Building/Enhances Organizations Image: Working at a hotel means you are the face of the hotel, whether you are greeting a guest on arrival or cleaning their rooms. So, it is of utmost importance to have high personal grooming standards and be well maintained.

2.Delivers Good Quality Service: Employees feel good if they look good and provide services as per guests’ expectations.

3. Boosts Self-Confidence: In hotel industry looks make a lot of difference. It boosts self-confidence and self-esteem. One feels very reassured when other people admire them and prefer to associate with them as they find them good.

4. Guest Comfort: A pleasing face is nice to look at. Guests like to relax in the presence of beautiful things. A pleasant face can relax the mind. Those with an aesthetic sense like to admire beautiful people and things.

Q. 18 Physical Ability: Front office operations requires the staff to stand for long hours at a stretch. The staff must be sturdy, agile, and active. At the front office desk or in the lobby area everyone performs their duty in standing for 8/10 hours every day. During working hour there is no option to sit and no seating arrangements are available for the hotel staffs as per hotel rule. Therefore, physical fitness is a must for every hotel staff especially for front office staffs where standing on duty time is essential.

Etiquette and Manners: Etiquette and Manners are the essential quality that every front office staff has to possess whether it is small or large hotel. 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.

Q. 19 Reception/Registration Desk: This section is located in the lobby. It also allocates the room and establishes the room rate for different types of guest. The person of the section is called Receptionist and he/she has direct contact with the guest. The functions of this section are:

1. Warmly receiving all arrival guests.
2. Perform pre-registration formalities for group, VIPs and disable guest.
3. Complete registration formalities and perform guest check-in.
4. Assign a room type and a room rate for each guest.
5. Co-ordinate closely with House-Keeping department for the cleanliness of department, guest room, room change and OOS (Out of Service)/UR (Under
Repair) rooms.
6. Issue VIPs amenities voucher to the Food and Beverage service.
7. Co-ordinate closely with bell desk for luggage handling and room keys.
8. Forecast room occupancies.

Q. 21 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.

i. 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.

ii. Front Desk: Front desk personnel use the software to check-in and checkout 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.

iii. 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. Housekeepers use the software to communicate to the front desk, letting them know which rooms are clean vacant and available for check-ins.

iv. Night Auditing: Night auditors use computer software for daily and overall accounting purposes. This includes reviewing the day’s check-ins and check-outs, payments received and owing and complementary given out, to make sure all is in order.