NCERT Class 12 Home Science Chapter 11 Hospitality Management Solutions, CBSE Class 12 Home Science Question Answer in English Medium to each chapter is provided in the list so that you can easily browse throughout different chapter NCERT Class 12 Home Science Chapter 11 Hospitality Management Notes and select needs one.
NCERT Class 12 Home Science Chapter 11 Hospitality Management
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Hospitality Management
Chapter – 11
| PART – ⅠⅠ HUMAN ECOLOGY AND FAMILY SCIENCES |
| Unit – V Resource Management |
Review Questions:
1. What is the importance of ‘Front Office’ in a hotel?
Ans: Front office staff plays a significant role in guest service, ensuring a positive encounter with the company’s goods and services. Second, they provide a direct link between customers and the company’s internal systems. They are responsible for managing customer data, processing orders, and providing customer service.
2. Write the responsibilities of any three members of the front office Staff.
Ans: The responsibilities of any three members of the front office Staff are mentioned:
(i) Front Desk Agent: Responsible for welcoming guests, checking them in and out, answering inquiries, and managing reservations. They act as the primary point of contact for guest services.
(ii) Concierge: Assists guests with special requests such as arranging transportation, booking tickets, recommending local attractions, and organizing dining reservations.
(iii) Night Auditor: Handles overnight operations, including processing end-of-day financial transactions, preparing reports, and ensuring all systems are updated for the next day.
3. Write the responsibilities of any three members of the housekeeping department of a hotel.
Ans: The responsibilities of any three members of the housekeeping department of a hotel are mentioned below:
(i) Executive Housekeeper: Is responsible for managing the functioning of the department through judicious use of manpower, materials, money, time and other available resources. She checks schedules, cleanliness and all functioning of the housekeeping department.
(ii) Assistant Housekeeper: There may be one for each shift of duty in a large hotel. Prepares duty schedule and checks cleanliness and functioning of the workers.
(iii) Desk control supervisor: Coordinates with front office for information on departure of guests, gets vacated rooms cleaned and hands over cleaned rooms. This desk should be manned 24 hours, as guests and staff contact this desk to receive or transmit information any time.
4. Explain the meaning and functioning of restaurant and kitchen.
Ans: Kitchen Stewarding is concerned with the storage, maintenance, cleanliness and issue of cutlery, crockery and glassware to the restaurant and kitchen. It is the responsibility of this department to maintain cleanliness in the kitchen and to wash the pots and pans used. This department may have an executive kitchen steward, kitchen steward, dishwasher, pot washer and utility workers to clean the kitchen. Those working in this department must have high standards of grooming, hygiene and sanitation, and good manners and basic etiquette. Each hotel serves different varieties of food and beverages to the customers.
Restaurant is a commercial facility that provides food and beverages to the customers. It is equipped with dining tables, chairs and other required furniture with crockery, cutlery, linen and décor, varying in quality as suited to the objectives, concept and standards of the establishment. The restaurant has various staff members. A restaurant manager is responsible for overall functioning of the restaurant. The senior Restaurant supervisor and Head Waiter lead a team of waiters/stewards who actually serve the food and the assistant waiter who clears the table. They see that the standard of cleanliness, hygiene and service are maintained. They have to be smiling, courteous to the guests and possess good manners and etiquette. They should have thorough knowledge of the ways of serving the food.
5. What are the different types of food services in a hotel?
Ans: The different types of food services in a hotel are:
(i) Executive Housekeeper: Is responsible for managing the functioning of the department through judicious use of manpower, materials, money, time and other available resources. S/he checks schedules, cleanliness and all functioning of the housekeeping department.
(ii) Assistant Housekeeper: There may be one for each shift of duty in a large hotel. Prepares duty schedule and checks cleanliness and functioning of the workers.
(iii) Desk control supervisor: Coordinates with front office for information on departure of guests, gets vacated rooms cleaned and hands over cleaned rooms. This desk should be manned 24 hours, as guests and staff contact this desk to receive or transmit information any time.
(iv) Floor supervisor: There is one supervisor for each floor, responsible for cleanliness and maintenance of guest rooms, corridors, and staircase and floor pantries.
(v) Room attendant: Does actual cleaning of guest rooms and bath rooms. Housemen perform the heavy cleaning activities such as vacuuming, mopping, sweeping, shifting of furniture.
(vi) Public Area Supervisor: Is responsible for maintaining cleanliness of the public areas (Main entrance, corridor, offices, banquet halls, restaurants etc.). Gets work done through Housemen.
(vii) Florist/Gardner: May be one person in case of small hotel. Maintains garden and does flower arrangement in various parts of the hotel.
(viii) Linen room/uniform room supervisor: Responsible for supply, acquisition, storage, issue and cleanliness of the linen and uniforms required in various parts of the hotel.
6. What are the management functions in relation to hotels?
Ans: The management functions are planning, organising, co-ordinating, staffing, directing, controlling and evaluating the use of resources in light of the goals of the institution. Each of these functions have been briefly discussed in the chapter on Catering Management.
7. State whether the following statements are True or False.
(a) Smile is the most enduring competency required of Front Office Personnel.
Ans: True.
(b) ‘A Suite’ has two rooms, one serves as a living-cum-dining area and the other room has a bed.
Ans: True.
(c) Housekeeping department provides food to the customers.
Ans: False.
(d) Kitchen stewarding is concerned with the preparation of food.
Ans: False.
(e) Controlling is the function of ensuring that the plans and objectives keep to the schedules and allocated budget.
Ans: True.
