CBSE Class 10 Front Office Operations 2019 Question Paper

1. Communication can be defined as

(a) Transfer of information
(b) Exchanging of message between two more persons
(c) Both (a) and (b)
(d) None of the above

2. Basic components of communication include

(a) A context (b) A source
(c) A receiver (d) All of the above

3. Name the capital of China.

(a) Beijing 
(b) Brussels
(c) Bogota 
(d) Brasilia

4. What is the currency of Bangladesh ?

(a) Peso 
(b) Dram
(c) Taka 
(d) Dollar

5. Which of the following is the code of Singapore Airlines ?

(a) SA 
(b) SQ
(c) SK 
(d) S5

6. Hygienic cleaning can be done by

(a) Soap
(b) Detergent
(c) Micro-biocidal product
(d) All of the above

7. Which quality should a front office staff possess for handling rush of too many guests at the reception counter ?

(a) Etiquette and manners (b) Patience
(c) Honesty (d) Punctuality

8. Which section of front office is responsible for exchanging foreign currency ?

(a) Travel Desk (b) Concierge
(c) Cash and Bills section (d) Bell Desk

9. Who heads the front office department ?

(a) Assistant Front Office Manager
(b) Front Office Supervisor
(c) Duty Manager
(d) Front Office Manager

10. The ______ of a hotel is a front office professional who coordinates guests’ entertainment, travel and other activities.

(a) Concierge (b) EPBX
(c) Business centre (d) Porter service

11. Compact Disk is used to _____ data.

(a) Filter 
(b) Store
(c) Remember 
(d) Sort

12. The usage of computer helps in

(a) Accuracy of data
(b) Error free processing
(c) Easy to make changes in data
(d) All of the above

Very Short Answer type Questions (2 Marks each)

13. What do you understand by "Communication Failure" ?

14. Explain the term "Encoding".

15. Enlist any four benefits of reading newspaper.

16. How can newspaper be used for promoting various products ?

17. Why is grooming an important aspect for all the hotel employees ?

18. Why is it necessary to maintain personal hygiene ?

19. Enlist any four features of hotel lobby.

Short Answer type Questions (3 Marks each)

20. Define Two-way communication.

21. Differentiate between Downward communication and Upward communication.

22. State the different hygiene standards for female staff of front office department.

23. State any six hair grooming standards for front office male staff.

24. Why is high sense of personal grooming and sharp memory considered as an essential quality for a front office staff ?

25. Which sections come under the front-of-the-house section of front office department ?

26. Differentiate between Data and Information.

Section B

27. "Newspaper is an important tool of learning process for the front office professionals." Do you agree ? Give any four reasons in support of your answer.

28. Draw an organisational chart of front office department of a hotel having 300 rooms.

29. List any five functions of the below mentioned sections of front office :

(a) Concierge
(b) Cashier’s Desk
(c) Reservation

30. Briefly explain the role of computers in the hotel industry.

31. Briefly explain the various disadvantages of using computers.