Annamalai University Question Paper,B.B.A.(AVIATION, TOURISM & HOSPITALITY MANAGEMENT) (THIRD YEAR) : FRONT OFFICE AND HOUSE KEEPING

Annamalai University Question Paper December 2014

B.B.A. DEGREE EXAMINATION December 2014

(AVIATION, TOURISM & HOSPITALITY MANAGEMENT)
(THIRD YEAR)
(PART-III)
330: FRONT OFFICE AND HOUSE KEEPING
Time: Three hours Maximum: 100 marks
SECTION-A
 Answer ALL questions (10 × 2 = 20)
1. Define the following:
a) Breakfast knob cards
b) EPABX operator
c) Queen size bed
d) American plan
e) Motels
f) Concierge
g) Rack rate
h) Bill-to-account
i) Walk in
j) Errand card
SECTION-B
 Answer any FOUR questions (4 × 10 = 40)
2. Write a note on housekeeping department.
3. Give the functions of travel desk executive.
4. Write a note on pest control.
5. Describe the functions of a receptionist
2
6. Give an account on different cleaning equipments.
7. Discuss about room discrepancy report.
SECTION-C
 Answer any TWO questions (2 × 20 = 40)
8. Enlist and explain about various registers to be maintained in House
Keeping department.
9. Write a detailed note on front office operations.
10. Explain the different types of rooms in hotel.
11. Discuss the activities of linen room.
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5807

Annamalai University Question Paper,B.B.A.(AVIATION, TOURISM & HOSPITALITY MANAGEMENT): FOOD AND BEVERAGES

Annamalai University Question Paper December 2014
B.B.A. DEGREE EXAMINATION December 2014
(AVIATION, TOURISM & HOSPITALITY MANAGEMENT)
(THIRD YEAR)
(PART-III)
320: FOOD AND BEVERAGES
Time: Three hours Maximum: 100 marks
SECTION-A
 Answer ALL questions (10 × 2 = 20)
1. Define the following:
a) Restaurant
b) Cuisine
c) 24 hours coffee shop
d) Room valet service
e) European plan
f) Continental plan
g) Cafeteria
h) Food Position
i) Table’ de carte
j) Cutlery
SECTION-B
 Answer any FOUR questions (4 × 10 = 40)
2. Explain the role of food and beverage service.
3. Bring out the importance of room service.
4. Explain Beverage services.
5. Bring out the preparatory works of services.
2
6. Explain table setting.
7. Illustrate different services in Food and Beverage services.
SECTION-C
 Answer any TWO questions (2 × 20 = 40)
8. State the functions of the central committee for food standards.
9. Explain what are the different approval to be acquired to start a
restaurant?
10. Explain the important roles of the chef.
11. Elaborate the importance of Kitchen in a Five Star Hotel.
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5806

B.B.A.(AVIATION, TOURISM & HOSPITALITY MANAGEMENT): INTRODUCTION TO HOSPITALITY,Annamalai University Question Paper

Annamalai University Question Paper December 2014
B.B.A. DEGREE EXAMINATION December 2014
(AVIATION, TOURISM & HOSPITALITY MANAGEMENT)
(THIRD YEAR)
(PART-III)
310: INTRODUCTION TO HOSPITALITY
Time: Three hours Maximum: 100 marks
SECTION-A
 Answer ALL questions (10 × 2 = 20)
1. Define the following:
a) Hospitality management
b) Guest
c) Motel
d) B & B hotels
e) Stewarding
f) PBX
g) POS
h) Guest folio
i) Airport hotel
j) Star Hotel
SECTION-B
 Answer any FOUR questions (4 × 10 = 40)
2. Write a note on problems and prospects of hotel industry in India.
3. Give the functions of front office in a hotel.
2
4. What is hospitality management? Write a descriptive note on its origin and
growth.
5. Write down and describe the components of tourism.
6. Write a note on event management.
7. Discuss the importance of training in hospitality sector.
SECTION-C
 Answer any TWO questions (2 × 20 = 40)
8. Describe the classification of hotels based on ownership.
9. Discuss the impact of tourism on socio-cultural, economic and
environmental scenario.
10. Write a brief note on targeting and positioning of hospitality industry.
11. Explain the organisation structure of a large hotel.
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5805

Annamalai University Question Paper,B.B.A.(AVIATION, TOURISM & HOSPITALITY MANAGEMENT): INTERNATIONAL TOURISM AND TRAVEL MANAGEMENT

Annamalai University Question Paper December 2014

B.B.A. DEGREE EXAMINATION December 2014

(AVIATION, TOURISM & HOSPITALITY MANAGEMENT)
(SECOND YEAR)
(PART-III)
250: INTERNATIONAL TOURISM AND TRAVEL MANAGEMENT
Time: Three hours Maximum: 100 marks
SECTION-A
 Answer ALL questions (10 × 2 = 20)
1. Define the following:
a) Tour operator
b) Remittance
c) Human trafficking
d) Passport
e) Mother vessel
f) Foreign exchange
g) Cruise Ship
h) An Excursionist
i) PATA
j) Marine insurance
SECTION-B
 Answer any FOUR questions (4 × 10 = 40)
2. Write a note on any ten historical places around the globe for international
tourist.
3. Explain in detail the future of Indian civil aviation industry.
4. Bring out the special features of international tourism in India.
2
5. Describe the growth of international tourism in India.
6. Differentiate cabin baggage from check-in baggage in international travel.
7. Illustrate with appropriate example the benefits of tourism industry to the
exporting country?
SECTION-C
 Answer any TWO questions (2 × 20 = 40)
8. Prepare the check-lists for pre-flight and post-flight arrangement.
9. Write an essay on the positives and negatives of wild-life tourism.
10. Explain the various components of tourism industry.
11. How would you estimate the demand for tourism in a country? Also, list
out the limitations of such estimates?
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5804

B.B.A.(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT) (SECOND YEAR):INTRODUCTION TO TOURISM AND PLANNING,Annamalai University Question Paper

Annamalai University Question Paper December 2014
B.B.A. DEGREE EXAMINATION December 2014
(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT)
(SECOND YEAR)
(PART-III)
240. INTRODUCTION TO TOURISM AND PLANNING
Time: Three hours Maximum: 100 marks
 SECTION – A
 Answer ALL questions
(10×2=20)
1.Write short note on:
a) Demand and supply in Tourism.
b) PTA.
c) Itenerary.
d) Child fare.
e) Code sharing.
f) Paper less ticket.
g) Rate of Exchange.
h) Fare Calculation.
i) SOTO.
j) Car Tourism.
 SECTION – B
 Answer any FOUR questions
(4×10=40)
2. Explain in detail World Geographics.
3. Write down the importance of travel documentation.
4. Give a detail on IATA coding system.
5. Elucidate the procedure of handling passengers at an international
airport.
6. What do you mean by transit visa? Explain the rule sand procedure of it.
7. List out the information that is required to place a hotel reservation.
 SECTION – C
 Answer any TWO questions
 (2×20=40)
8. Explain the international sales indicators.
9. Discuss the merits of E-ticketing over the manual ticketing.
10. Enumerate the Frontier formalities for an Indian to travel abroad.
11. Explain the difference between passport and visa. Describe the types of
passport.
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Annamalai University Question Paper,B.B.A.(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT):CUSTOMER RELATIONSHIP MANAGEMENT

Annamalai University Question Paper December 2014
B.B.A. DEGREE EXAMINATION December 2014
(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT)
(SECOND YEAR)
(PART-III)
230. CUSTOMER RELATIONSHIP MANAGEMENT
Time: Three hours Maximum: 100 marks
 SECTION – A
 Answer ALL questions
(10×2=20)
1.Define the following:
a) Customer Loyalty.
b) Data Sourcing.
c) Critical Mass.
d) CRM Value.
e) Active CRM.
f) Customer Equity in customer relation.
g) Customer Intelligence.
h) Customer value as Financial Asset.
i) Customer acquisition.
j) Customer Life Cycle
 SECTION – B
 Answer any FOUR questions
 (4×10=40)
2. Discuss the issues that arises while implementing CRM.
3. Write short notes on data ware housing.
4. List out and explain various aspects of CRM.
5. “The management (Or) mismanagement of customer assets played in the
success (or) failures in CRM”-Discuss the statement.
6. Discuss with example as CRM roadmap for business applications.
7. Explain the process of customer Intelligence in detail.
 SECTION – B
 Answer any TWO questions
(2×20=40)
8. Give a detailed programme to implement CRM in the company.
9. How will you integrate CRM with business intelligence tools?
10. Explain the different sources of data that are available for customer
Intelligence.
11. “Customers are value maximisers and risk minimisers”-Comment with
example.
 ******* 

B.Sc.(HOTEL MANAGEMENT AND TOURISM):ENGLISH COMPOSITION AND BUSINESS CORRESPONDENCE,Annamalai University Question Paper

Annamalai University Question Paper December 2014
B.Sc. DEGREE EXAMINATION, December 2014
(HOTEL MANAGEMENT AND TOURISM)
(SECOND YEAR)
(PART-II)
210. ENGLISH COMPOSITION AND BUSINESS CORRESPONDENCE
(Common with B.B.A Tel. Mgt. B.B.A Bus. Appl., B.B.A Retail Mgt.
B.B.A. MHRM B.B.A. HTM., B.B.A. ATHM, BMC, B.Sc. Hotel Mgt.,
B.B.A AM.)
Time: Three hours Maximum: 100 marks

I. Write an essay on any two of the following not less than 250
words
(2× 15 = 30)
 a) Justify the title “Great expectations”.
 b) Is Michael Heuchard-a victim of circumstances? Discuss.
 c) Examine how female characters differ from the traditional Victorian women in
Great expectation.
 d) Discuss the role of Mrs. Harisham

II. Write a précis of the following passage reducing it to one third of its
length.
(20)
 A stamp to many people, just a slip of paper that takes a letter from one town or
country to another. They are unable to understand why we, stamp collectors, find
so much pleasure in collecting them and how we find the time in which to indulge
in our hobby. To them its seems a waste of time, a waste of effort and a waste of
money. But they do not realise that there are many why do buy stamps, many
who find the effort worthwhile, and many who, if they did not spend it less
profitably we all seek something to do in our leisure time and what better
occupation is there to keep us out of mischief that, that of collecting stamps?
2
5551
 An album, a packet of hinges a new supply of stamps and the time passes swiftly
and pleasantly. Stamp collecting has no limits, an a collection never has an end,
countries are always printing and issuing new stamps to celebrate corouatius,
great events, anniversaries and deaths. And the fascination of collecting is trying
to obtain these stamps before one’s rival every sphere of stamp collecting has its
fascination receiving letters from distant countries and discovering old stamps in
the leaves of dusty old books. A stamp itself has a fascination all its own.
III. Answer any THREE questions (50)
 1. Write an essay about the insurance scenario in agriculture.
 2. Draft a letter asking your banker to stop payment of a cheque.
 3. Explain the features of a sales letter.
 4. Write a letter to your dealers communicating the special bonansa discount
scheme.
 5. What are circular letters? How they differ from other office circulars.
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B.B.A.(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT):GROUND HANDLING,Annamalai University Question Paper

Annamalai University Question Paper December 2014
B.B.A. DEGREE EXAMINATION December 2014
(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT)
(FIRST YEAR)
(PART-III)
150. GROUND HANDLING
Time: Three hours Maximum: 100 marks
 SECTION – A
 Answer ALL questions (10× 2 = 20)
1.Define the following:
a) B-737.
b) GMT.
c) Unaccompanied minor.
d) Elapsed Time.
e) Cabin Baggage.
f) Dry weight of aircraft.
g) Embarkation.
h) TARMAC.
i) Dolly.
 j) Fuselage.
 SECTION – B
 Answer any FOUR questions
 (4×10=40)
2. Discuss the sequential activities for handling of passengers at the
airport.
3. Mention any fifteen items that are not permitted for carriage on board in
India.
4. Different cabin babbage from check in baggage
5. How is theory of gravitation important, while trimming and loading in to
the aircraft?
6. List any ten types of passengers requiring special handling?
7. Outline the differences between narrow body and wide body aircraft?
 SECTION – C
 Answer any TWO questions
 (2× 20 = 40)
8. Elaborately list out the check-lists for pre-flight and post-flight
arrangements. Outline the differences between them.
9. Discuss the concept of Baggage handling procedure in details.
10. Draw a specimen of an meaning of the columns therein.
11. Outline the various forces and their target markets in Indian scenario.
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Annamalai University Question Paper,B.B.A.(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT):CABIN CREW-ROLE AND SCOPE

Annamalai University Question Paper December 2014

B.B.A. DEGREE EXAMINATION December 2014

(AVIATION, TOURISM AND HOSPITALITY MANAGEMENT)
 (FIRST YEAR)
(PART-III)
140. CABIN CREW-ROLE AND SCOPE
Time: Three hours Maximum: 100 marks
 SECTION – A
 Answer ALL questions
(10× 2 = 20)
1.Answer in one or few sentences:

a) What is Charted Service?
b) What is quarantine?
c) What is Y-Class?
d) What is Green Channel?
e) What is FFB?
f) What is IATA?
g) Which are the dangerous goods?
h) What is GIT?
i) What is in-flight service?
 j) What is red channel?
 SECTION – B
 Answer any FOUR questions (4× 10 = 40)
2. Write a short note on the evolutions of Airline business in India.
3. What are the important in-flight services provided inside an aircraft?
4. What are the Primary job responsibilities of cabin crew in the aircraft?
5. Write short notes on first aid facilities in an aircraft.
6. Write the significance of IATA in promoting air travel.
7. Describe the TC areas and TC sub areas as per the IATA.
 SECTION – B
 Answer any TWO questions (2× 20 = 40)
8. Explain the role and functions of IATA for the promotion of civil aviation
in the World.
9. Explain different types of aircrafts and their features.
10. Discuss the role and functions of DGCA.
11. Elaborate on the pros and cons of air travel.
 *******