ISC Hospitality Management Semester-2 Solved Specimen Paper 2022 Class-12

(vii) The guest room in a hotel with two separate beds is known as ________ room.

(a) Suite

(b) Twin

(c) Efficiency

(d) Single

Answer: (b) Twin

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SECTION B – 12 MARKS

Answer the following questions briefly.

Question 2:

Define sauce.

Answer:  liquid or semiliquid mixture that is added to a food as it cooks or that is served with it. Sauces provide flavour, moisture, and a contrast in texture and colour.

Question 3:

(i) List any two advantages of American service in a hotel.

OR

(ii) List any two disadvantages of American service in a hotel.

Answer: 

(i) 

These are the advantages of American service:

• Service skill is not required.
• Low labor cost.
• Needs fewer waiters.
• Quick service.
• High seat turnover as service is fast.

(ii)

These are the disadvantages of American service:

• No personalized service.
• Chances of plate wastage.
• Skilled writers do not have the scope to show their service skills.
• Food may become cold.

Question 4:

Explain the key history register used by the housekeeping control desk.

Answer: Update soon

Question 5:

Briefly discuss the meaning of Studio Room in a hotel.

Answer: This type of room has a studio bed, e.g. a couch that can be converted into a bed. Some studios come with additional beds. Others come with more space: a studio room can be like a fully-furnished apartment, meaning it will have a small kitchenette.

Question 6:

Explain the method of cleaning a wallpaper.

Answer:  Washable wallpapers can be easily cleaned with a natural sponge wet with soapy water, as long as it is wrung out very well. Wipe the sponge across the wall surface gently, being cautious so that the wallpaper doesn’t get too wet, and immediately follow-up with a dry white cloth to absorb extra moisture.

Question 7:

What is meant by brunch?

Answer: A meal usually taken late in the morning that combines a late breakfast and an early lunch is called brunch.

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SECTION C – 16 MARKS

Question 8:

List the four processes in the guest cycle.

Answer: On the basis of the stage of interaction and activities involved, the Guest Cycle is broadly, classified into four main stages based on the activity type. These are: Pre Arrival, Arrival, Stay and Departure.

Question 9:

(i) Explain Side Table service provided by Food & Beverage department in a hotel.

OR

(ii) Explain Pre-plated service provided by Food & Beverage department in a hotel.

Answer: 

(i) In this type of service, the guests enter the dining area and select food items. They pay for coupons of respective food items. They go to food counter and give the coupons to avail the chosen food. The guests are required to take their own plates to the table and eat.

(ii) The American service is a pre‐plated service, which means that the food is served into the guest’s plate in the kitchen itself and brought to the guest.

Question 10:

List any two do’s and any two don’ts for an employee of a restaurant while handling a guest complaint.

Answer: 

Do: Listen:  Sounds obvious enough, but not listening is a classic rookie mistake. So many times, when a customer has a complaint, the sales associate will hook into something the customer says initially and work with that, without ever finding out the real problem.

Don’t: Dismiss the complaint as not-a-big-deal:  Every complaint is a big deal. Even if someone is upset because there is a tiny smudge on a product that is invisible to everybody but them, it’s a valid complaint, and you need to treat it as such.

Do: Ask questions:  Ask your customer as many questions as it takes to get to the bottom of their problem. Customers will appreciate that you’re working hard to get them the right fix.

Don’t: Ask questions that the customer has already answered:  That said, you can ask too many questions or the wrong ones. If you ask a question the customer has already answered, whether because you were following a script or because you weren’t listening closely enough, you are wasting the customer’s time.

Do: Be efficient: By the same token, no one wants to take hours to have their problem with a company fixed. Make sure to fix the customer’s problem with as little work and time involved for them possible, much like DSC did for me.

Don’t: Be impatient: When someone has a complaint, pause everything else and focus on your customer. Take the time necessary to get the fix right. Don’t rush it and risk making the customer feel like an imposition.

Question 11:

A guest named Mr. John had given his blazer to the housekeeping desk attendant for dry-cleaning. The desk attendant had sent the blazer to the laundry department where the laundry attendant mistakenly put the blazer in the laundry list instead of the dry-cleaning list. When it was returned to Mr. John, he complained that the blazer had considerably shrunk and had not been dry-cleaned. It was a branded and expensive blazer gifted to him by his mother.

(i) What is the first step the housekeeping desk attendant should take while speaking to the guest who complained in this case?

(ii) As per the situation given above, who is responsible for the mistake?

(iii) Keeping in mind the handling guest complaints techniques, what should the manager of the department do to pacify the guest

Answer: Update soon

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Return to:-  Specimen Paper Semester-2 ISC 2022 Class-12 Descriptive Type

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