Class 11 Introduction to the Hospitality Industry Notes pdf

Define Accommodation?

Ans: Accommodation is one of the basic needs for any tourism activity. Travellers and tourists need lodging for rest, while they are on a tour.

Accommodation in the form of low budget lodges/hotels to world class luxury hotels is available at all the major tourist destinations, a home away from home.

What are the primary and secondary types of accommodation?

The various types of accommodations which are broadly classified into primary and secondary type are as follows:

 Primary Accommodation

  • Hotel

A commercial establishment providing lodging, meals and other guest services is termed as hotel. Thus a hotel is a place where a bonafied traveler can get food and accommodation where he is in a position to pay for it and is in a fit condition to be received. Hotels not only provide accommodation and meals but also offer a variety of other services as per the need s of the guest. For example, many hotels offer a health club, crèche, etc.  Other types of hotels:  –  international hotels, floating hotels, commercial hotels, heritage hotels etc. 

  • Resorts:  –  Resort hotels are usually located in mountains, on an island, or in some other exotic locations away from cities like sea side, hill stations, wildlife sanctuaries etc. These hotels have recreational and relaxation facilities, scenery which includes indoor and outdoor games like Golf, tennis, Sailing, Skiing and Swimming, Gambling, Spa etc.  Resorts can be of various types:  -Mountain and Hill Resorts, Ski or Winter Resorts, Beach Tourism on Sea-side Resorts, All season resorts.

Secondary type of accommodation

Motels : The word ―motel is formed by merging two words motor‘ and hotel‘. They are located primarily on highways and provide modest lodgings to highway travelers. Primarily designed to serve the needs of motorists, motels almost exclusively meet the demand for transit 

Youth hostel: . The youth hostel can be defined as a building which offers clean, moderate, and inexpensive shelter to young travellers exploring their own country or other countries and travelling independently or in groups for holiday or educational purposes.

Caravans and Camping Sites:

These are also known as open Air Hostels, Tourist camps or camping grounds originally practised by hikers. the camping sites provide facilities for parking, tent-pitching, water, electricity, toilet, etc.

Bed and Breakfast (B&B) Establishment or Home-stays:

A Bed and Breakfast is an intimate, independently run lodging establishment, were breakfast is included in room rate. They are also known as ‘Home Stays’. The owners of the B&B usually stay on the premises and are responsible for serving breakfast to the guests.

Forest Lodges

The rest houses at sanctuaries, which fill in shortage of accommodation at such places, are called Forest Lodges.

Circuit Houses

Circuit houses are  the accommodation for Government Officers. There is one circuit house in age city or a small town in all the States of India. They may even be called as Rest Houses. 

Other types of accommodations are Mansion, Inns, Chalet , Time Share or Vacation Rentals, Capsule Hotels etc.

Define hotels. Write the various types of hotels?

A commercial establishment providing lodging, meals and other guest services is termed as hotel. Thus a hotel is a place where a bonified traveler can get food and accommodation where he is in a position to pay for it and is in a fit condition to be received. Hotels not only provide accommodation and meals but also offer a variety of other services as per the needs of the guest. For example, many hotels offer a health club, crèche, etc. 

Various Types of Hotels

Based on the facilities offered to tourists, the hotels are broadly classified into following types.  

International Hotels

Floating Hotels

Commercial Hotels

Heritage Hotels Etc.

Write a paragraph on:

(a) Home stays:  – A  Bread and Breakfast is an intimate, independently run lodging establishment, were breakfast is included in room rate. These are houses with rooms converted into overnight facilities: – this can be having up to 1 -10 guest rooms are known as home stays. A home stay is similar in concept to that of bread and breakfast establishment Guests are either accommodated in the family home or in separate  Quarters nearby. Now a day most home stays provide their guests with just as much comfort as a reputable hotel.

(b)Camping and Caravan sites: -These are very popular in some European Countries as also in United States. These are also known as open Air Hostels, Tourist camps or camping grounds. Camping originally practiced by high hikers on foot, is increasingly giving way to car camping. The sites are usually located within the  large cities in open spaces. Equipped to receive mobile accommodation in the form of caravans, the camping site provide facilities for parking, tent-pitching, water, electricity, toilet etc.

(c) Motels:  -, The concept of motel a kind of hotel with parking, originated in the USA perhaps in the 1925, in San Luis Obispo, near Loss Angles. Since the automobile trade was catching up, there was discovered a need of hotel for drives and this was called a motel. Motel was meant for local motorists and foreign tourists travelling by road. Primarily designed to serve the needs of motorists, motels almost exclusively meet the demand for transit accommodation the services provided by motels include parking, garage facilities, accommodation, restaurant facilities, public catering and recreational facilities.

(d) Bed and breakfast Establishments:  -A Bed and Breakfast is an intimate, independently run lodging establishment, were breakfast is included in room rate. These are houses with roomsconverted into overnight facilities; this can have up to 1 -10 guest rooms. They are also known as Home stays. The  owner of the B & B usually stays on premises and is  responsible serving breakfast to the guests. A Home Stay is similar to that of a bed and breakfast establishment. Guests are either accommodated in family home or in separate quarters nearby. Now a day, most home stays provide their guests with just as much comfort as reputable hotel. There are number of reasons why staying at a home stay can be preferable to staying in a hotel. These benefits are -distinctive and  character full  accommodations‘, personalized service, local knowledge, home cooked food, celebrating festivals with local traditions, etc.

(e) Time Share or  Vacation Rentals: –  Another new type of segment of the hospitality industry is the time share hotels. These are sometimes referred to as ―Vacation -Interval‖ hotels. Time share hotels are the ones in which the guests purchase the ownership if accommodations for a specific period. These owners may also have the unit rented out by the management company that operates the hotel. in a time share rental, the vacation properties owned by the guests for a specific period which is same every year for example, if Mr. Gupta Owens a two  bed room time share vacation home in Kerala for the last week of January, He is garmented a stay every year during the same time. 

Fill in the blanks

Fill in the blanks

1. _______________ hotels are luxury hotels.

Ans.: -Star

2. Taj Lack Palace, Udaipur is an example of _______________ hotel.

Ans.: -Luxury

3. Castles, forts, Palaces, Havalis converted into hotels are called _________________ hotels.

Ans.: – Heritage.

4. __________________________ is responsible for categorization of hotels.

Ans.: – HRACC (hotel and Restaurant Approval and Classification Committee).

5. ________________ hotels are economic hotels.

Ans.: – Budget

Briefly explain the categorization of hotel property.

Hotels are classified into various star categories on the basis of facilities, amenities and services provided by them.

Comprehensive guidelines for the star classification are prepared by the Ministry of Tourism, Government of India. The guidelines of this classification are revised from time to time.

Hotel classification may vary from one Country to another. Guidelines for the classification of hotels in India ensure that they meet International standards in facilities and services. The classification  is valid for a period of five years from the date of approval of the Chairman of Hotel and Restaurant Approval and Classification Committee (HRACC). 

What are the Guest services offered by 5-star hotel?

5-star hotels provide all the modern facilities for accommodation and recreation matching international standards in hospitality. Some examples of these top luxury (5 -Star &5-Star Deluxe Category) hotels are Taj Lake Palace (Udaipur), The Leela Palace(Udaipur), The Taj Mahal Palace (Mumbai), The Oberoi Amar Vilas (Agra), Taj Falaknuma Palace (Hyderabad), The Oberoi Grand (Kolkata), Umaid Bhawan Palace (Jodhpur), etc. 

General Features

The  minimum size of the room excluding bathroom should be 200 Sq. feet.  And  bathroom should be 45 sq. Feet. 

2. 100% rooms to be  Air-Conditioned, Public area with seating facilities and various guest services.

3. one 24 hour’s multi-cuisine restaurant cum coffee shop, one specialty restaurant and 24 hours‘ 

room service is mandatory.

4. having Health fitness, swimming pool and conference facility is necessary for this category of hotel.

5. Special room and facilities for differently abled guests is necessary.

6. Telephone  facility, wifi connection, business centre, parking facilities and all communication facilities are necessary.

7.  Having metal detectors, X-ray machine, CCTV cameras, smoke detectors, first aid kit at front desk, and fire exits are part of the safety and security.

What do you mean by heritage Hotel? Explain the Heritage Classic & Heritage Grand 

Answer:  – Heritage Hotels are those hotels that have been converted into hotels from Palaces, Castles, Forts, Havelis, hunting Lodges and residencies of any size prior to 1950.. Any extension, improvement, renovation, change in the existing structures should be done keeping in mind the traditional architectural styles and contraction techniques harmonizing the new with old. In a Heritage Hotel, a visitor is offered rooms that have their own history, served traditional  cuisine  toned down to the requirements of international plates, is entertained by Folk artists, can participate in activities that allow a glimpse into the heritage of the region, and can bask in an atmosphere that lives and breathes of the past. Taj Lake Palace in Udaipur and the Oberoi Cecil in Shimla are examples of Heritage Hotels.

Heritage Classic

Heritage Classic Category includes the hotels build or created in Palaces, residencies, havelies, castles, forts and hunting lodges built prior to 1935. The hotel should have a minimum of fifteen rooms (30 Beds).

Heritage Grand Hotel Property

Heritage Grand Hotel Property consists of hotels built or created in Palaces, residencies, havelies, castles, forts and hunting lodges. The hotel should have minimum of 15 rooms (30 Beds) and should provide at least two sports Facilities and given in the guidelines and provide traditional as well as continental cuisines.

Differentiate between Luxury and Budget Hotels.

Answer:   Luxury hotels are also called Up-Market Hotels or World Class Service Hotels 

according to the service offered to their guests. Targeting the affluent segment of society, hotels in the Up-Market Category offer world class products with personalized service  of highest standards. The guest rooms are large with exquisite decoration and furnishing. These hotels have many  specialty restaurants  with full assisted services. Top-end recreational facilities, such as golf course, tennis court, designer swimming pool with trained lifeguard, and other sports facilities, shopping arcades, beauty salons, health spas are  regular features.  the Oberoi Udaivillas (Udaipur), Lella Palace (Delhi), Taj Rambagh Palace (Jaipur) are few luxury hotels in India.

Budget Hotel

Budget Hotels are also very popular as Economy Hotels and focus on meeting the most basic of Guests by providing clean, comfortable and inexpensive rooms. Also known as economy or limited service hotels, they appeal primarily to budget minded travellers and groups. these hotels have clean, comfortable guest rooms, coffee shop and a multi cuisine restaurant, telephone service in rooms and channeled music and movies.

Differentiate between a 5-Star Deluxe and a 3-Star Hotel based on the classification of hotels.

5-Star Deluxe hotels are most luxurious hotels;  these hotels are located primarily in metropolitan cities like New Delhi and major Tourist destinations like Agra, Jaipur and Goa. It is the highest level of category of hotel in India.

General Features

1. The minimum size of the room excluding bathroom should be 200 sq. feet. And the size of the bathroom should be 45 sq. feet.

2. All rooms, public areas with seating facilities and various guest services areas to be Air Conditioned.

3. One 24-hour multi-cuisine restaurant cum coffee shop, one specialty restaurant and 24 hours‘ room service is must for Grade A cities and for the remaining cites, one 24 -hour multi-cuisine restaurant cum coffee shop 24 hours‘ room service and especially restaurant is desirable.

4. A bar is mandatory and the license should be obtained before applying for classification.

5. Having health fitness, swimming pool and conference facility is necess ary for this category of hotel.

3-Star Hotels

3-Star hotels are usually economy class hotels located on the bigger and smaller cities and 

catering to the need of budget travelers. 

General Features

1. The minimum size of the room excluding bathroom should be 130 sq. feet and bathroom 

should be 36 sq. feet

2. 50% rooms should be air conditioned, public areas with seating facility and various other 

guest services.

3. One multi-cuisine restaurant cum coffee shop (07:00 am -11:00 am) and 24 hours‘ room service.

4. Special room and facilities for differently abled guests.

5. Telephone facility and parking facilities are necessary communication facilities.

6.  having  metal detector, CCTV, smoke detector, 1st aid kit at front desk, and fire exists  is  part of the safety and security. 

7. Sewage treatment plant, rain water harvesting, waste  management, pollution  control and non-use of CFC equipment are the eco-friendly practices which this category need to abide by.

Multiple Choice Questions

1. ‗Modified American Plan‘ includes_____________.

(a) Two meals of the day + Room rent

(b) One meal of the day + Room rent

(c) Room Tariff + Breakfast + Lunch/Dinner

(d) Only Room

Answer: Room Tariff + Breakfast + Lunch/Dinner

2. ‗American Plan‘ includes______________.

(a) Three daily meals included with room rates

(b) Room Tariff + Breakfast + Lunch + Dinner

(c) Only Breakfast

(d) Only Dinner

Answer: Room Tariff + Breakfast + Lunch + Dinner

3. ‗Cabana‘ means________________.

(a) Studio room

(b) Twin rooms

(c) Triple rooms

(d) A room attached to the swimming pool ride for changing or resting 

Answer: (d) a room attached to the swimming pool ride for changing or resting 

4. Food or beverages served in guest room is known as________________.

(a) Full service

(b) Room service

(c) Service station

(d) None of these 

Answer: Room service

How many types of rooms are available for guests in a luxury hotel?

Answer:  Due to rapid growth and changing pattern of the hotel and hospitality industry many changes have been made in the standard of the service offered. Tourists have a wide range of hotels as well as different types of rooms to choose from when they decide to go on a trip. Some of them are discussed below:.

Single room: A single room is for one person and usually has a full-size bed (double bed).

Double Room: A double room usually has space for two guests, with a double bed (full-size) or queen-size bed.

Twin Room: A twin room usually has space for two guests, with two separate beds (twin or single beds).

Triple room: A triple room can accommodate three guests, either with one double bed and a 

single bed, or a different combination of three.

Suite: A suite is bigger than normal hotel room here living room is connected with  bed room.

Cabana: This type of room is always adjoining to swimming pool or have a private pool attached to the room.

Lanai: This type of room has a veranda and generally has a view of a garden or sea beach.

Write the different types of meal plans offered to the guests by the five star hotels?

Answer: The term ‘Meal Plan’ refers to the meal types that will be included in the guest’s room rate and services.

 Generally there are 4 types of meal plans, American plan (AP) Modified Plan (MP)

Continental Plan (CP) European Pan (EP)

  1. American plan is also known as full pension or full board plan .It includes all three major meals, breakfast, lunch and dinner for the length of your stay.
  2. Modified Plan, is also known as half board or half pension meal plan. It is a modified version of the American plan and includes a room stay with breakfast and a choice between lunch & dinner.
  3. Continental Plan is a type of meal plan where your room rent includes a daily breakfast at the hotel.
  4. European plan means that only the stay is included in the room rent and you will have to pay extra for using the hotel’s dining facilities.

What are the facilities provided to the guests inside the hotel room?

Answer: Facilities or item offered to guests are placed in the guest room, bathroom and kitchen etc. for convenience and comfort and at no extra cost. Below are the lists of amenities placed for guests who are staying at the hotel for short stay. E g. Guest staying for number of nights between 1to 5.

Toiletries: these are small personal items you might use in the bathroom, such as shampoo and conditioner for washing hair, soap, toothbrush and toothpaste for brushing teeth, etc.

Hair Dryer—Most hotels will have an electric hair dryer for guests to dry their hair after a head bath.

TV with a remote control (small hand-held device used to change the channel or volume) is provided in most rooms.

Telephone with direct dial

Writing Table with Chair

Table Lamp


High Speed Wireless Internet

LCD / LED Television with Satellite Channels

Water Bottles/Jug with 2 Glasses Towel etc.

List all the different types of food & beverage outlets in a hotel and briefly explain each of them?

Answer: Food & Beverage outlets are the places where food and beverage are sold and served to customers. Some outlets are attached to hotel and some work independently 

The following are some well-known types of food and beverage service outlets in a hotel.

Fine Dining Restaurants

These restaurants are characterised by their elaborate and exclusive menu with special emphasis on the high quality of food that they serve.

Speciality Restaurants

These restaurants usually have a type of National or Regional Character or Cuisine attached to them, for example, Italian Speciality Restaurant, Chinese Speciality Restaurant, etc.

Night club: 

It operates during the night and offers dinner, dance, and live entertainment.

Coffee Shop

It is a part of the hotel, mostly run 24 hours. It offers some snacks along with coffee.

Room Service 

It is a part of the Food and Beverage Department in hotels. A menu is placed in the guestroom, as per the convenience, the guest places the order and the food is delivered to the guestroom.


Bar is a place where alcoholic as well as non-alcoholic drinks are served. There is usually a small snacks menu too. The service is fast and quick.

Discotheque: It operates during night hours. It provides a dance floor for guests to dance on.

Multiple Choice Questions

1. The concierge is under which department?

(a) Security

(b) Division

(c) Accounting Rooms

(d) Front Office 

Answer: Front Office 

2. The person handling the guest luggage is known as_____________.

(a) Bell boy

(b) Night auditor

(c) Room attendant

(d) Front office attendant 

Answer: Bell boy

3. Mr. X  checks into room 207 for a one-night stay. Early the next morning, Mr. X leaves the 

hotel without paying the bill. When checking the 4pm housekeeping report, the front desk finds room 207 listed as vacant and ready for sale and realizes that the guest was   a 


(A) Due out

(b) Sleeper

(c) Skipper

(d) Sleep out 

Answer: Skipper

4. DNCO stands for______________________.

(a) Did Not Collect Order

(b) Did Not Check Order

(c) Did Not Confirm Order

(d) Did Not Check Out 

Answer: Did Not Check Out

5. Which of the following Front Office Forms typically contains personal guest data, the length of stay, and the method of settlement?

(A) Room rack slip

(b) Registration card 

(c) Information rack slip

(d) Credit card voucher 

Answer: Information rack slip

6. Arranging local sightseeing and airport pick-up facilities for the tourists by the hotel are the functions of ______________________.

(a) Front Office

(b) Travel Desk

(c) Reception

(d) Tour Operator 

Answer: Reception

What is the importance of first impression for the front office staff?

Answer: Front office/reception is the first place where guests/customers arrive and come in 

touch with the staff. Front office/reception is the mirror of a hotel. The function of the front 

office is to directly get in touch with customers. Their impression matters a lot when it comes to customer retention.  The front office can discover more information about the customer by asking them questions and give answers to the questions asked by guest/customer. Front office includes roles that affect the right side (revenues) of trading statement of the business.

The front office receives information about the customers then will pass onto the other 

Department of the company. The front office can also contact with marketing and sales 

Department when the customers have questions on it. The company needs to give training to the front office manager because this position will contact with customers the most.

Define Centralized reservation system (CSR) in hotel reservation. What is the other modes for booking of hotel rooms?

Answer: A Central Reservation System, or CRS, is a technology that lies at the heart of a hotel‘s functions. It‘s a computerized system that contains the hotel‘s availability, rates, and inventory (ARI) data and helps manage online and offline bookings. With the help of the channel manager, it distributes the hotel information to various sales channels — such as GDS’s, OTA’s, independent travel agents, and its own website. It synchronizes reservations, and processes transactions.  Implementing CRS increases overall efficiency due to the automation of numerous processes, i.e. immediately updating the hotel‘s ARI across all distribution channels or sending confirmation emails. Obviously, that speeds up performance, minimizes errors caused by manual operation, and reduces the cost of human labor. Also, the CRS booking capabilities provide an easy way for customers to manage their own reservations which increase their satisfaction and loyalty.

Briefly explain the different sections of Hotel front office? 

Answer: The Face of the hospitality industry is the front office department. It acts as a 

connecting link between the guest and the company. The staff welcomes the guests and develops the hotel‘s first impression. Actually, the front office department is working before, during, and after the guest‘s hotel stay. Its basic responsibilities are: 

Reception / Registration:-

This is one of the most critical parts because they are in constant touch with the guest right from arrival to departure time. Reception workers perform such tasks as welcoming the visitor to the hotel, registering them and assigning those rooms. They Maintain various records such as identification cards, C-forms, vouchers for services, a slip of travel, a note of inconsistencies, occupancy list and statistics, etc.

Bell Desk:-

It is located at either side of the lobby. This desk is responsible for handling the guest luggage during arrival and departure. It is also a very important section of FO since the bell boys are the first staff with whom guests come into touch as soon as they reach the hotel Throughout the arrival and departure process, the bell boys help the guest to carry the luggage from the lobby to the bed, and from the bed to the lobby.


It is an area which is located at the entrance of a hotel building with sitting arrangement for guest’s visitors to meet and wait.

Telephone Operator

This is a separate section under front office department which is located on the back side of the hotel. They are connected to the front desk and cannot be seen by the guest. A telephone operator is an employee in this section, responsible for handling all the incoming and outgoing guest calls and hotel calls.

Explain the check-in and check-out procedure in a luxury hotel?

Answer: This is a process of guest registration at the front office reception counter which mostly occurs from afternoon till last evening. This begins when the front office personal extends a sincere welcome to the guests .This is the first impression which can attract or distract the perspective guests. The procedure for normal check-in may be summarized in the following stages.

Receiving & registration, Allocation of the room, Secure advance payment, Information service, 

Complete the check-in formalities, Open the guest folio.

Check-out procedure

The term checkout refers to the departure of the house guests at the end of their stay which 

mostly occur from early morning till to mid-afternoon.

Multiple Choice Questions

1. The ___________ is a tourism professional of a hotel or a travel company who makes the first impression of its company‘s image in front of the tourists by his hospitable conduct and extending warm welcome.

(a) concierge

(b) Bellboy

(c) Doorman

(d) Customer Service Executive (Meet and Greet)

Answer: Customer Service Executive (Meet and Greet)

2. The Customer Service Executive of a tourism company performs:

(a) Airport pick-up and dropping the tourists.

(b) Follow the tourists‘ itinerary.

(c) Follow up the bookings being done earlier for tourists.

(d) All the above tasks. 

Answer: All the above tasks

3. _____________________allows to provide a remarkable customer experience.

(a) Anticipation of guests

(b) Forecasting of guests

(c) Receiving the guests

(d) Communication with guests

Answer: Anticipation of guests

4. One of the best ways of greeting is _____________.

(a) ―Hi, have you been here before?‖

(b) ―How may I help you?‖

(c) ―How are you?‖

(d) ―This way please‖ 

Answer: ―How may I help you?”

Define ‘Meet and Greet Services’ in tourism and hospitality 

Answer:  Meet and Greet Service can be defined as, the pre-purchased service for meeting and greeting a client or group upon arrival in a city, usually at the airport, rail station or hotels.  Service may include assisting the clients for entrance formalities, collecting baggage, and obtaining transportation to the hotel. It is important to make a good impression while greeting a customer for the first time.  Here are some tips to give you the advantage when greeting customers initially:

 Maintaining positive attitude while conducting business is an effective way to begin a 

business relationship. 

 Placards help the company representative to receive clients with their company names, 

group names and flights written on it to be displayed on the airport while the tourists or 

guests arrive.

  Welcome notes and printed greetings for the special clients to make the image of a 


  Greet them using their names with polite words, and make sure you continue using it 

throughout the conversation.

  Keep your focus on your customer and their needs.

  Ask specifically how you can help them

  Keep smiling

  Make sure the handshake is firm. A firm handshake exudes confidence in yourself, your 

company, and in your ability to transact business effectively.

  Make steady eye contact

  Have important documents such as their hotel vouchers, tour itinerary, any other travel 

documents as required and informed earlier by the tourists, ready for the customers.

Explain the greeting formalities at the time of check-in to the hotels.

Answer:  The hotel guest check-in procedure involves all stages from arrival of a guest to the 

issuance of the room key to the guest;

1)  Receiving and Registration

2)    Allocation of the room

3)    Secure advance Payment

4)   Information service

5)   Complete the check-in formalities 

6)   Open the guest folio

Discuss the process of greeting the customer’s effectively. Write  the steps that need to be followed for effectively greeting the customers.

Answer:  Properly greeting customers can make the difference between repeat sales and one -time sales. Customers are  vital to your success and without them, your business won’t survive. By following  few steps when greeting customers, your business can leave a good lasting impression.

  Acknowledging customers in a timely manner gives the impression that you don’t value 

their presence or potential sale. Customers want to feel valued and important. Simple 

acknowledgements such as “Welcome” or “Hello” indicate that you noticed them, but 

also verbally escort them into your business

  Combining a smile with direct eye contact also communicates to a customer that you 

are interested in what brings them into your business.

  Customer rapport helps ease anxieties between you and the customer. It also helps the 

customer become acquainted with your business with a personal touch  

  Asking customers open-ended probing questions such as “How may I assist you 

today?” or “What brings you in today?  helps determine their needs and whether your business can address them.

Describe the meet and greet processes followed at the railway station.

Answer: The Customer Service Executive in Tourism and Hospitality sector should ensure the given points while offering meet and greet services to the clients at the railway station: 

1. Train arrival or departure time and railway platform or bus stop details 

2. Railway stations or bus terminus and main exit gate

3. Have the Guest details, i.e. number of persons, class of traveller i.e., business or leisure 

4. Ensure for transfer arrangement 

5. Ensure for hotel booking 

6. Any other special requirement.

Describe the meet and greet process followed at airport.

Meet and Greet Service at the airport is an important service for tourists as well as for the company, since it helps the tourists in fast-track clearance through arrivals or departures, helping with transfers, baggage and family travel and ensures a swift, smooth and safe 

passage through the airport. The Customer Service Executives (Meet and Greet Officers) help in dealing with any issues that might arise due to cultural differences or language difficulties.

After meeting the tourist or guest on arrival at the airport, a Customer Service Executive (CSE) of an organisation performs one’s job of meeting the tourist by displaying a placard with the guest’s name, flight number and organisation name. 

After meeting the tourists or client, the travel and tour company representative introduces himself by presenting a bouquet and extending a warm welcome to the tourists. 

After welcoming the guests Customer service executive will now assist them to the respective hotel.

Multiple Choice Questions

1. ________________of Customer Service Executive should be flexible to work in any difficult situation.

(a) Soft Skills

(b) Technical Skills

(c) Professional skills

(d) Personal Skills 

Answer: Soft Skills

2. A ___________________is often viewed as projecting a positive image of an organization.

(a) Uniform

(b) Brand name

(c) Logo of the company

(d) All the above. 

Answer: Uniform

3. __________cause dissatisfaction amongst the customers.

(a) Delay and cancellations of services

(b) Timely services

(c) Personal services

(d) All of the above 

Answer: Delay and cancellations of services

4. __________________expresses staff willingness and confidence, and communication expresses your ability to convince.

(a) Body Language

(b) Soft Skills

(c) Technical Skills

(d) All of the above

Answer: Body Language

Importance of communication

1.  It helps in planning and decision making.

2.  It helps in bringing about coordination.

3.  It helps in delegation and decentralisation of authority.

4.  It helps in developing managerial skills.

5.  It helps in improving employee morale.

Q.No.1 Describe the importance of soft skills during communicating with the customers?

Answer: Soft skills are character traits and interpersonal skills that enable someone to interact effectively and harmoniously with other people. Soft skills are more difficult to quantify or teach. In Tourism and Travel Industry, soft skills play an important role as this is a service industry. Attainment of soft skills can help in gaining the client’s confidence. Staff equipped with soft skills makes the customers happy. Soft skills are about effective interactions and empathy towards the guests. They are an essential part of procuring and retaining the customers. Highly developed presentation skills, networking abilities, and etiquette awareness help in winning customers

Soft skills required during communication with customers:


Work Ethic









Communication skills

Q.No.2 Write the importance of body language and gestures in customer communication. 

Answer Body language is another means of communication. Sometimes it can send signals stronger than words. Body language is controlled by your subconscious mind, so a reader can actually understand if there’s a difference in what you are saying and thinking.

 Body language is mainly an expression of feeling. The body language can express 

willingness, confidence and convincing ability. Body language plays an essential role in 

communicating with people

.The importance of body language and gestures can clear by the following points.

1.  Direct eye contact indicates focused interest,  attentiveness and readiness to engage in 


2.  Being attentive while talking to the customer will lead to an understanding 

3.  Of the client‘s needs, whereas negative expressions may lead to a conflict. 

4. Body language can instantly help to evaluate the interests of people.

5.  It is a personal way of expressing emotions when words don’t help.

6. It  can make the process of communication interesting and non-monotonous.

Q.No.3. Explain the benefits of keeping promptness in customer service and a role in repeat business. 

Answer: The success or failure of the business and destinations depends on its service. Customer Service and expectation is influenced by improving quality standards and providing prompt services. 

Dealing with the customer with a prompt attitude results in following benefits 

1. Meeting the customer‘s expectations satisfactorily;

2. Word of mouth publicity of the services offered or recommendations; 

3. Repeat business; and 

4. improved customer relations.

Q.No.4. What are the various customer related documents maintained by the Customer Service Executive

Answer:  The various customer related documents maintained by the customer service executive are  Financial Records (income and expenditure) such as Invoice, receipts, Marketing material (Brochures, pamphlets ),Details of planned transactions  (Agreements ), Correspondence with clients and other businesses (Letters, faxes )Information about staff (Contracts, personal files) etc 

Q.No.5. Explain in brief the importance of Customer Relationship Management.

Answer:  Every organization needs to perform effective customer management for maintaining, understanding, communicating, delivering and developing the existing customer relationships. Customer management comprises of processes and policies that are geared to acquire, retain and provide service to the customers. Good customer management increases the customer satisfaction and loyalty. The following are some of the benefits of good customer relationship

1.  Good CRM practices ensure that customers get the delivery of services as per the promises made by the company which increases the reliability and perceptions of the service. 

2. Following the CRM practices enables the employee of an organization to achieve 

“always help the guest” attitude towards customers. 

3.  CRM helps in inspiring trust and confidence among the customers 

4. Good CRM helps to win the customer empathy.  The essence of empathy is providing 

personalized or customized service to make customers Feel that they are unique, special and that their needs are understood.

Fill in the Blanks

1. The first Indian Tourism Day was celebrated in____________________________________.

Answer: 1998

2. FDI refers to_______________________________________. 

Answer: Foreign Direct Investment

3. ___________________can contributes directly to the conservation of sensitive areas and 


Answer: Tourism

4. Tourism is an activity that involves the________________________ from one place to 


Answer: Movement

5. __________is one of the centers in Khajuraho which provides the knowledge of local art and culture to the tourists. 

Answer: Kendriya Shilpgram

1 thought on “Class 11 Introduction to the Hospitality Industry Notes pdf”

Leave a Comment

Your email address will not be published. Required fields are marked *