1. Explain with example ‘adventure tourism’. 1+1=2
Ans: Adventure tourism is one in which tourists are involved in some exploration of less-known areas or places, particularly in a hostile environment. Aerial adventure includes mainly parachuting and paragliding, water based adventure tourism includes rafting and water skiing.
2 . Why are the temples of Delwara in Rajasthan famous for tourists? Explain. 2
Ans: The Dilwara Temple at Mount Abu is one of the most beautiful of Jaina temples. Mahavira spent his entire life preaching his philosophy in Anga, Mithila, Magadha, and Kosala. They are undoubtedly the masterpieces of Jain architecture and are almost unequalled in India for beauty and delicacy of carving.
3. Describe any two characteristics of Harappan town planning skills. 3
Ans: Harappan people had constructed mainly three types of buildings: dwelling houses, pillared halls and public baths. They had an advanced drainage system along with well-planned roads and houses
4. Explain the role played by the water transport in the development of tourism. 2
Ans: Water transport thrills the people/tourists, and cruises are arranged for such tourists. It is the cheapest mode but takes the longest duration and consumes less energy. Very heavy items are transported very easily by paying a lesser amount. Nowadays, cruise trips are becoming very popular.
Water transport is also used for tourism promotion as the West Bengal Tourism Department introduced special tourist programmes to carry tourists to the Sunderbans.
Goa Tourism Department organises sea cruises for half or full day bookings for tourists.
Tourists enjoy a lot cruising on the Ganga, Brahamaputra and Hoogly rivers.
River rafting is already in operation between Rishikesh and Haridwar.
Lakes and backwaters like Dal Lake in Kashmir, Naini Lake in Nainital, Nakki Lake in Mount Abu, Chilka Lake in Orissa, etc., are attracting a great number of national and international tourists.
5. Explain the meaning of tapping external manpower sources.
Ans: When an organisation grows rapidly and diversifies into newer areas of operation or when it is not able to find people internally to fill the vacancies, it has to resort to external sources of manpower supply. The need for tapping external human resource supply arises primarily through recruitment, which is necessarily meant to augment internal supply.
6. Explain the concept of ‘culture’.
Ans: Culture is the expression of our nature in our modes of living and thinking. It may be seen in our literature, in religious practices, in recreation and enjoyment. In very simple terms, we can say that it is
the embodiment of the way in which we think and do things. It is also the things that we have inherited as members of society. Culture thus refers to a human-made environment which includes all the material
and non-material products of group life that are transmitted from one generation to the next.
7. Why are hill stations, attraction spots for tourists in India? Explain any two reasons. 2×1=2
Ans: The British rulers in India developed some of these hill stations to escape the heat of the summer seasons. These hill stations are very much in demand even today, particularly in the summer season, to get respite from the scorching heat of the sun in the plains and plateau region of the country.
They also offer picturesque views and the calmness of forests.
8. Explain any two positive economic impacts of tourism. 2×1=2
Ans:
Expenditure incurred for the purpose of encouraging tourism generates income in the host countries. This, in turn, increases the growth in the other allied economic sectors.
As mentioned above, attracting foreign tourists to a host country fetches foreign currency. This is a very good sign of having good international trading capacity.
9. Mention any two types of managerial skills. 2×1=2
Ans:
Technical skills include knowledge of and proficiency in certain specialised fields such as engineering, computers, finance, manufacturing, etc.
Human or interpersonal skills refer to the ability to work with, understand, and motivate other people; the way the individual perceives his superiors, equals, and subordinates, and the way he behaves with them.
10. Describe the main features each of ‘Shimla’ and ‘Darjeeling’ as the natural attraction sites for tourists. 2+2=4
Ans:
Shimla used to be the summer capital of the British when they ruled India.
Now it’s the state capital of Himachal Pradesh.
It is a cool, charming town enveloped by Oak, Pine and Rhododendron forests.
It is famous for its colonial-style buildings and historic railway.
The old Christ Church, with its beautiful stained glass windows, mesmerising views from Scandal Point, and the Viceregal Lodge, are the landmarks of this town.
It is also interesting to watch the sunrise and sunset from Observatory Hill.
Darjeeling
Darjeeling, in West Bengal, is famous for its lush tea gardens.
It is known for a stunning view of Mount Kanchenjunga, the world’s third-highest peak.
The town is dotted with monasteries, botanical gardens and a zoo.
Darjeeling is a wonderful place to walk around and explore the tea estates, villages, and markets.
11. Describe the main features each of Bharatpur and Kumarakom Bird Sanctuaries. 2+2=4
Ans:
Bharatpur Bird Sanctuary in Rajasthan is one of the most famous bird sanctuaries in India. It is also known as Keoladeo Ghana National Park. Thousands of rare and highly endangered birds come here during the winter season. During winter season it is the most wanted site by the bird watchers who flock over here to see some of the most exotic birds in the world.
Kumarakom Bird Sanctuary also known as Vembanad bird sanctuary is situated in Kerala. It offers a home to a large number of migratory birds like flycatcher, teal, Siberian stork, crane, parrots and wood beetle. Riding on a houseboat is the best way for bird watching in Kerala. Other bird sanctuaries in Kerala are Mangalavanam and Thattekkad bird sanctuaries, situated on the banks of the Periyar River and famous for some of the rarest species of birds and other unique fauna.
12 Explain any two features each of ‘Lai Haraoba’ and ‘Garba’ folk dances. 2+2=4
Ans:
Lai Haraoba
The literal meaning of Lai Haraoba is “The festival of gods”.
The festival is celebrated in Manipur with a variety of dances showing the creation and destruction of the Universe.
This dance was performed by special male and female worshippers known as Maiba and Maibi, respectively.
Garba
Garba is a popular dance of Gujarat.
The dance is performed during the occasion of the Navratri festival.
Traditionally, Garba is performed around a centrally lit lamp or around the statue of the goddess Shakti.
Both men and women take part in the dance.
13 Explain with examples any four positive political impacts of tourism, particularly in the developing countries. 4×1=4
Ans:
Political stability is of foremost concern to the tourists. Safety and security at any tourist destination attract a large number of tourists.
Law and order are the concern of the government. If it is well managed, it helps in the inflow of tourists.
Political stability and protection for tourists from the government machinery is a tonic for the promotion of tourism.
Political willpower to establish infrastructure in tourist attraction areas encourages tourism. It facilitates the easy access, accommodation, provision of guidance and other facilities required for the tourists.
14. How are Dussehra and Durgapuja festivals attract tourists? Explain. 4
Ans:
Take, for example, the popular Dussehra festival of our country, every year, this festival is celebrated with the popular “Ram Leela” on the stage. It is watched by lakhs of people in Delhi. Many performances are held every year, which are sponsored by big industrial houses.
Durga Puja is famous in West Bengal. Because of commercialisation and globalization many Bengalese have shifted to various parts of the countries hence you can come across many Durga Puja Pandals in
major centres, where worship of the Goddess Durga. People visit these pandals during the festival time, which attracts tourists.
15. Describe any four characteristics of ‘Carnatic Music’. 4×1=4
Ans: Carnatic music has a history of development in the world of music. Music in South India is associated with devotion to God. The three forms of performing arts (1) Music (2) Dance (3) Singing, go together to please God. Thus, these performing arts are also related to the Devdas, known as servants of God. South Indian music, popularly known as Carnatic music, is identified with Bhakti Saints, who sang in praise of God and associated themselves with the temple rituals from the 8th century. Thus grew a culture of Guru-Sishya tradition, and through rigorous practice, South Indian music has achieved a prime position in musicology.
16. Explain the significance of St. Thomas Mount and Basilica of Bom Jesus heritage sites for Christians. 4
Ans:
The St. Thomas Mount was built by the Portuguese. The stone cross here, believed to have been carved by St Thomas and similar to those found in Kerala, where his seven shrines were built, is now part of the ornate. Tradition has it that the cross first publicly bled on August 18, 1558, during Mass and that it bled periodically ever after till 1704. It is a very important religious tourist site for Christians.
The Basilica of Bom Jesus houses the sacred relics of St. Francis Xavier, patron saint of Goa, who died while on a sea voyage to China on December 2, 1552. The following year, while transferring his remains to Goa in accordance with his wishes, it was found that the saint’s body was as fresh as on the day it was buried. This miraculous phenomenon continues to attract the devout of all lands, and an exposition or public viewing of his body every ten years attracts lakhs of pilgrims from across the World.
17. What is ‘new railway catering policy’? Explain any five features of ‘new railway catering policy’. 1+5=6
Ans: The New Railway Catering Policy was launched in February 2017, whereby IRCTC has been mandated to carry out the unbundling by creating a distinction between food preparation and food distribution. In order to upgrade the quality of food preparation, IRCTC is to set up new kitchens and upgrade existing ones.
The salient features of the new policy are:
1. IRCTC to manage catering service on all mobile units. Pantry car contracts awarded by the zonal railway to be reassigned to IRCTC.
2. Meals for all mobile units to be picked up from the nominated kitchens owned, operated and managed by IRCTC.
3. IRCTC does not outrightly outsource or issue licences for the provision of catering services to private licensees. IRCTC to retain the ownership and be fully accountable for all the issues about setting up and operating the base kitchens and the quality of food.
4. IRCTC to engage service providers from the hospitality industry for the service of food in trains.
5. All four base kitchens under departmental operation of Zonal Railways (Nagpur, Chhatrapati Shivaji Terminus (CSTM), Mumbai Central (BCT) and Balharshah) and all kitchen units, i.e. Refreshment Rooms at A1 and A category stations.
18. How does physiography of India promote the tourism activities? Explain. 6
Ans: India is a vast country with immense geographical and cultural diversity. The diversity varies from the Himalayan Mountains in the north to the coasts in the south and from the Thar Desert of Rajasthan in the west to the humid forests of the North-East. With different climatic conditions from the equatorial in the south to the polar region in the higher slope of the northern mountain, there are several natural attractions for tourists to visit. People from these regions would like to visit the other areas in search of a different climate. This provides opportunities for the development of tourism in the country. Each geographical region has its own beauty, and people prefer nature to refresh themselves. Both domestic and international tourists prefer such beauty and help increase tourism.
19. Analyse with examples the significant role of ‘Geography’ in enhancing travel and tourism at global level. 6
Ans: Geography plays a very significant role in travel and tourism. Some of the ways are as follows:
It helps us:
to locate a specific area on the globe/map
to find out the geographical time-lag between source and destination,
to set the time of the clock in a global perspective,
to illustrate factual data through maps and charts,
to understand different types of maps,
to read maps with comprehension,
to understand different types of charts,
to study other useful maps and charts pertaining to tourists.
20. Explain the importance of Indian food items as attraction of tourists. 6
Ans: Human beings desire to taste the cuisine which they have not tasted before. This makes food and beverages as major Tourist attractions. Fairs and festivals serve most of these cuisines. India has multicultural diversity, which makes it a country with a variety of food and beverages which can be had by the food-loving tourists visiting that place or on the occasion of a festival.
Sewiyyan, a sweet dessert, is one of the most important cuisines on Eid al-Fitr, which is popularly called sewiyyan wali Eid.
A dessert called gujiyan is served on Holi, and certain food items are served as Prasad on festivals, which are available only during those days.
Namkeens of Gujarat and Rajasthan, Dhoda sweet from Gurgaon, Petha from Agra, and Pedas from Mathura, banana chips from Kerala, Mishti Dahi and Rosogullaha from Kolkata, while Saffron and Waazwan comes form Kashmir and Apples from Kullu.
21. How to face an interview? Explain any six valid points. 6×1=6
Ans:
Pre Plan: Successful delivery depends on preparation. Invest time and effort in rehearsals. Get your friend or partner to ask questions. Think about how you will respond to tough or hostile questions by developing and practising clear, honest and appropriate answers.
Be in control of the interview. Be the first to speak by assertively introducing yourself and initiating a handshake.
Minimise distractions. Turn off your cell phone.
Make eye contact with the panellist. Holding eye contact is critical to projecting a positive and confident image. Looking down can make you seem uncooperative.
Do not repeat an interviewer’s negative comment as you respond to a question. Always positively frame answers.
Avoid jargon, industry language and acronyms. It is important to speak in the terms everyone can understand.
Never speculate. If you don’t know the answer, say so and promise to do your best to find out the correct answer and get back to them.
22. Describe any four characteristics of Mauryan period architecture. Name any two stupas that show the achievement of Mauryan architecture. 4+2=6
Ans:
Mauryan art and architecture depicted the influence of the Persians and the Greeks.
During the reign of Ashoka, many monolithic stone pillars were erected on which the teachings of ‘Dhamma’ were inscribed. The highly polished pillars with animal figures adorning the top (capitals) are unique and remarkable.
The blending of Greek and Indian art led to the development of Gandhara art, which developed later.
Life-like statues of Buddha and Bodhisattavas were made in the likeness of Greek gods and were in stone, terracotta, cement-like material and clay.
The two stupas are seen at Sanchi and Sarnath.
23 Explain any six steps involved in a process of ‘Consumer Relationship Management’ (C.R.M.). 6×1=6
Ans: CRM as a process involves the following steps:
It collects information about its customers.
Builds a customer database (detailed information about customers).
Obtain the requirements of the customers.
Analyses the requirements of the customers.
Develops products and services as per the requirements of the customers.
Maintains a personal communication with the customers.
Offers and delivers products and services through personal communication.
SECTION B
OPTION I (Travel and Tour Operation Business)
24. Name any four globally famous travel organizations. 1/2×4=2
Ans:
Universal Federation of Travel Agents Association (UFTAA)
Pacific Asia Travel Association (PATA)
World Association of Travel Agencies (WATA)
United Nations World Tourism Organisation (WATA)
International Air Transport Association (IATA)
World Travel and Tourism Council (WTTC)
25 Mention any four features of ‘Online Travel Agency’. 1⁄2 ×4=2
Ans:
OTA or Online Travel Agency is a typical travel agency resembling an offline travel agency in all its services, but operates on the internet through a website connected to a global distribution system.
The OTAs apply the operational mechanisms of e-commerce and transact online with their customers.
OTAs offer information, bookings of hotels, cars, reservation of seats in airlines, railways, ships and buses, sell package tours, customise tours, take enquiries etc.
Transactions of payment are also done online using online payment modes such as credit/debit cards, internet banking, etc.
26 Explain with examples any four types of package tours on the basis of their operations and services.
Ans:
Escorted Tour: An escorted tour is conducted sending along with the group/individual a well trained, experienced and qualified, guide/escort to provide information and assistance to the group at the origin, en-route and the destinations about flight boarding, baggage handling, hotel check-in, meal arrangements along with interpretation about the places of tourist importance during sightseeing and all along the trip. The tour escort helps the group with check-in procedures, hotels, and food facilities and provides timely assistance and advice wherever and whenever required.
Independent Tour: A package tour is called an independent tour when tourists want to travel independently. It is designed for people who want the services of their interest to be included as part of the package. Such tour packages give flexibility to the tourists. Because these tours are designed according to their desires, they ought to be costlier than the group tours. But the element of flexibility makes them more interesting. With the increasing awareness in this regard, more tourists are now showing interest in such tours.
Hosted Tour: A hosted tour refers to a tour handled by another agency, ground operator or destination management agency as their representative of the tour operator, wholesaler or principal provider. They actually play the role of a host on behalf of a tour operator, providing ground services like cab, coach, guide, confirmation of hotel rooms, toll taxes, entry tickets, etc. as per the agreement. The wholesaler may not have its presence in a particular destination and thus takes the help of another agency to host the tour.
Incentive Tour: An incentive tour is an organised package tour conducted for employees, usually sponsored by the business firms or corporate houses as incentives to their employees. These tours are also all-inclusive package tours that include all essential components of a standard package tour. For example, if a team completes a project for XYZ company. and brings cash inflows, the management may send the team for a weeklong incentive tour to Singapore and bear all the expenses.
27. Differentiate between retail and wholesale travel agency. 4×1=4
Ans:
Retail Travel Agency
Wholesale Travel Agency
Works as a retailer and sells package tours on behalf of the wholesaler
Does not sell package tours directly to clients
Is an intermediary between tour operators and tourists
Makes bulk purchase of services and assembles them to sell as package tours
Follows the tour itinerary
Is less inclined to perform ground services
Plans sightseeing tours and excursion tours, airport transfer, check-in and check-out time in the hotel
May deal with one specialised component of a travel product
Acts as a local agent to confirm and reconfirm the services
The size of the business, the operational area is limited, and the multi-service capacity is low
Works on commission from principal suppliers
OPTION II (Hospitality Management)
24. Mention any four expectations during arrival of guests. 1/2×4=2
Ans: Guest Expectations During Arrival
Warm and friendly greeting and welcome.
Well-groomed staff with good communication skills.
Efficient and quick check-in procedure.
Clean and well-maintained rooms.
Efficient luggage handling by the bell desk (from car to room).
Recognition of guests and addressing by name, especially if they are regular guests.
25. Explain any two important components of tourism industry.
Ans: There are 3 important components of the tourism industry, which are:
Tourism Attraction, Accessibility and Accommodation
1. Attraction: It can be a natural or man-made facility, location or activity which generates specific interest for tourists. It is the basic reason for the movement of people from one place to another. e.g. – Education, art, music, religion, adventure.
2. Accessibility: People require various types of transport, like buses, trains, taxis, etc., to visit their place of interest. It is sometimes not possible to reach the desired destination by only one type of transport. For example, foreigners coming to India wishing to see different monuments or different places of interest in different cities may need to travel by road, rail or air.
3. Accommodation: The 3rd ‘A’ is the hospitality/accommodation industry. It is made up of a variety of interconnected sectors, which include everything ranging from guest houses to luxury resorts to hotels.
26 “Basically, if there is no engineering department, there is no hotel. ” Support the statement with suitable examples. 4
Ans: Basically, if there is no engineering department, there is no hotel. This is because if there are no services like hot water, elevators/lifts, heating or cooling, electricity, kitchen equipment, laundry equipment, etc., there would be no guests in that hotel.
The duties of the maintenance staff are –
1. Inspection
2. Repairs Maintenance
3. Preventive and Maintenance 4. Breakdown
5. Overhaul
6. Construction
7. Clerical jobs.
The basic functions of the maintenance department are-
1. Protect the investment in the physical plant.
2. Control the maintenance cost.
3. Minimise the energy cost of the facilities.
4. Minimise safety problems.
27. Explain with examples any four steps needed for individual reservation in a hotel. 4×1=4
Ans: Procedure for Individual Reservation
The hotel first receives the reservation request from the guest either through telephone, letter or personally.
The reservation assistant asks about the arrival and departure dates of the guest. Then, information about the type of room and the number of rooms is asked.
The reservation assistant matches the reservation request of the guest with the room availability with the help of a computerised booking system.
If the request does not match with room availability, other dates or types of rooms are offered to the guest.
In case the request matches the room availability, the processing of the reservation is done by finding out other information from the guest. This includes the name of the guest, position, company or home address, time and arrival details, billing details and any other special information. This information is recorded in the reservation form.
Finally, the reservation assistant gives a confirmation number to the guests, which is proof of the confirmation by the hotel.