There is one written paper of two hours duration carrying 100 marks and Internal Assessment of 100 marks. The paper is divided into two sections: A and B. Section A consists of compulsory short answer questions covering the entire syllabus. Section B consists of questions which require detailed answers. There is a choice of questions in this section.
1. Soft Skills
Hospitality English, Grooming basics, Etiquette.
Basic terms – meeting and greeting guests, common phrases used in operational areas, polite speech.
Introduction to personal grooming, positive body language, attitude and confidence building – brief details of requirements of hospitality personnel.
Importance of Etiquette for hospitality; guidelines for everyday living, important manners for every day; importance of personal image – being friendly, courteous, knowledgeable, giving professional service.
2. Tourism Products
Components of Tourism, Types of tourism.
Components of Tourism - The four ‘A’s – attraction, accessibility, accommodation, amenities - meaning of each term with one example related to a specific place of tourism.
Types of tourism - An understanding of Leisure, medical, education, religion, sports, business, and eco-tourism with examples.
Accommodation, Departmental areas in hotels.
Unclassified (no star category) hotels, budget hotels, ecotels, heritage hotels, boutique hotels, star category hotels - general information with examples.
Departmental areas in hotels - Operational levels FP, F&B, FO, AO, HR, Sales and marketing – brief overview of function of each department.
4. Operational Departments of Hotels
Food Production, Food and Beverage service, Front Office, Accommodation Operations.
Food hygiene (brief explanations of Food Safety and Standards Authority of India (FSSAI), Hazard Analysis and Critical Control Points (HACCP)) and food groups, label reading, basic meal planning, basic kitchen equipment and their uses.
Food and Beverage service - Attributes and behavior of F&B personnel, familiarization of basic cutlery, crockery and glassware, napkin folding (including napkin material and colours for different occasions) and their uses.
Front Office - Types of hotel rooms (for example, single occupancy, double occupancy, suites in different categories of hotels), currencies and capitals.
Accommodation Operations - Care of clothing and brief descriptions of laundry services, safety and security (comparison between home and in hotels with regards to fire, electricity and precautions to be taken).