Organisation : Council For The Indian School Certificate Examinations
Class : Class XII
Document Type : Specimen Question Paper
Subject : Hospitality Management
Semester : 1 And 2
Year : 2022
Website : https://cisce.org/publications.aspx
ICSE Class XII Hospitality Management Question Paper
Council For The Indian School Certificate Examinations (ICSE) Class XII Hospitality Management Specimen Question Papers Semester 1 and 2 for the year 2022.
Related / Similar Question Paper : ICSE Class XII Business Studies Question Paper 2022
ICSE Class XII Hospitality Management Questions
Select the correct option for each of the following questions.
1. __________ gap is the quality gap between the understanding of the customer needs by the company and the actual customer expectations.
(a) Policy
(b) Knowledge
(c) Delivery
(d) Communication
2. __________ gap is the quality gap between the service promised and service actual
delivered.
(a) Knowledge
(b) Delivery
(c) Communication
(d) Customer
3. __________ is the willingness to help customers and provide them prompt service.
(a) Responsiveness
(b) Reliability
(c) Empathy
(d) Assurance
4. __________ is the care and individualised attention provided to the customers.
(a) Reliability
(b) Empathy
(c) Assurance
(d) Responsiveness
5. How many chances does a hotel staff get to create a WOW experience for a guest?
(a) 10
(b) 50
(c) 100
(d) More than 100
6. __________ means providing everything a guest needs and not just that is required to meet the minimum standards.
(a) Trustworthy service
(b) Attentive service
(c) Seamless service
(d) Resourcefulness
7. __________ is when an employee anticipates a customer’s needs even before the customer asks for it.
(a) Attentive service
(b) Pro-active service
(c) Resourcefulness
(d) Trustworthy service
8. Identify the term which means meeting the customers’ needs and even exceeding their expectations.
(a) Resourcefulness
(b) Trustworthy service
(c) Service excellence
(d) Attentiveness
9. Which of the following should not be done while handling the complaint of a customer?
(a) Use the name of the customer.
(b) Lose temper.
(c) Take notes.
(d) Review the complaint.
10. One should always __________ while handling a guest complaint.
(a) Interrupt
(b) Jump to conclusions
(c) Sympathise
(d) Patronise
11. The standard area of double room in a 5-star hotel is
(a) 100 sq ft
(b) 140 sq ft
(c) 200 sq ft
(d) 150 sq ft
12. The standard area of a single AC room in a 3-star hotel is
(a) 120 sq ft
(b) 150 sq ft
(c) 100 sq ft
(d) 140 sq ft
13. Hotels located in the heart of the city are known as __________.
(a) Resort Hotels
(b) Downtown Hotels
(c) Commercial Hotels
(d) Both (b) and (c)
14. What are the hotels located on highways known as?
(a) Motels
(b) Resort Hotels
(c) Commercial Hotels
(d) Transit Hotels
15. What are the hotels near the airports known as?
(a) Residential Hotels
(b) Transit Hotels
(c) Motels
(d) None of the above
16. Shelter for dad accommodation is a famous concept in __________.
(a) USA
(b) London
(c) Italy
(d) Norway
17. __________ is also known as ‘Motels on Wheels’.
(a) Flotels
(b) Rotels
(c) Sub-urban Hotels
(d) Commercial Hotels
18. One star hotel should have at least __________ number of lettable rooms.
(a) 50
(b) 25
(c) 10
(d) 30
19. Government guest houses are ideal examples of __________.
(a) Transit Hotels
(b) Transient Hotels
(c) Residential Hotels
(d) Semi-residential Hotels
20. According to American scenario, a large hotel should have _______ lettable rooms.
(a) 300 to 600
(b) 300 to 500
(c) 600 to 900
(d) 500 to 700
Download ICSE Class XII Hospitality Management Question Paper
Download ICSE Hospitality Management Semester – 1 Class XII Question Paper Here :
https://www.pdfquestion.in/uploads/pdf2022/2hm2sem1.pdf
Download ICSE Hospitality Management Semester – 2 Class XII Question Paper Here :
https://www.pdfquestion.in/uploads/pdf2022/2hm2sem2.pdf