FRONT OFFICE OPERATIONS Student Handbook NSQF Level-1 Class IX CENTRAL BOARD OF SECONDARY EDUCATION Shiksha Kendra, 2, Community Centre, Preet Vihar, Delhi-110301 Front Office Operations, NSQF Level-1 Student Handbook, Class IX Price: ` First Edition: May 2016, CBSE Copies: Paper Used: 80 Gsm CBSE Water Mark White Maplitho “This book or part thereof may not be reproduced by any person or agency in any manner.” Published By : The Secretary, Central Board of Secondary Education, Shiksha Kendra, 2 Community Centre, Preet Vihar, Delhi - 110301 Design & Layout By : India Offset Press, A-1, Mayapuri Industrial Area, Phase-I, New Delhi-110064 www.indiaoffsetpress.com Printed By : M/s. Preface India has a rich history and tradition of hospitality. In our culture, guest is accorded a very special status. In the modern era, too, Indian hospitality professionals have left an indelible impression with their innate quality of humility, hard work and empathy. Tourism and Hospitality are drivers of our economic and cultural growth and contribute to our GDP. Operations for class IX aims at introducing hospitality as a career option to these This book on Tourism and Hospitality as part of vocational course in Front Office budding professionals. The focus of the book is on tourism as a larger umbrella, under which hospitality is an important component. Student learns to appreciate the diversity of our tourism product and its economic potential for the country. They also gets sensitized towards the various positive and negative impacts of tourism on environment and culture. The course content gradually progresses to understanding hotels and their types. We hope that the lucid narration and pictorial representation will excite the young minds to dive deeper into the vast ocean of the tourism industry and its various sectors. Chairman, CBSE v Acknowledgements Advisors ● Sh. Y.S.K. Seshu Kumar, Chairman, CBSE ● Sh. K.K. Choudhury, Controller of Examinations & Director (V.E.), CBSE Content Developed By ● Sh. Jaidip Shankar, (Convener) Executive Officer (Studies), National Council for Hotel Management ● & Sh. Catering Priyadarshan Technology Lakhawat, (Ministry of Tourism, Government of India) – Gurdaspur Head of Department, Institute of Hotel Management, ● Ms. Shweta Mathur, ● Ms. Shilpi Bhatia, Lecturer, Delhi Institute of Hotel Management, New Delhi Chandigarh Assistant Lecturer, Ambedkar Institute of Hotel Management, Editing & Coordination ● Dr. Biswajit Saha, Additional Director, (V.E.), CBSE vi Contents Learning Outcomes viii Unit-1 1 Introduction to Tourism Unit-2 13 Major Tourist Destinations of India Unit-3 33 Impacts of Tourism Unit-4 45 Hotels Unit-5 57 Classification of Hotels vii Learning Outcomes Unit–1 Introduction to Tourism Location: Session–1 : Definitions and introduction to the Concept Class Room, Learning Knowledge Performance Teaching and Computer Outcome Evaluation Evaluation Training Method study. Interactive Lecture : Lab and field different characteristics of transport • phasesIdentify in the • ofSalient tourism • usedList the in modes evolution of travel history of activity in tourism. • andHistory tourism. and travel and different Practical Activity : tourism. phases of its changing evolution. • trendsIdentify in the of the evolution of tourism in last • modesCollect ofphotographs transport two centuries. and prepare a collage. Interactive Lecture: Tourism and Tourism and Tourism and • Tourist.Define • Tourist.Concept of • Tourist.Describe Tourism and Tourist • andWTO its definitions analysis. of between Practical Activity: • Tourist,Distinguish Visitor and on your best ever excursionist. • tourismExperience experience. sharing Interactive Lecture: concept of inbound and between • inboundEvaluate andthe • outboundExplain • InboundDifferentiate and inbound and outbound travel. outbound • outboundThe concept travel of travel. tourist. and their respective impacts. Practical Activity: • ofVisit Tourism, the official Governmentwebsite of Ministry of India and collect statistics on inbound and outbound tourism. viii Session–2: Importance and Classification of Tourism Interactive Lecture: importance importance salient points • ofEvaluate Tourism the • ofDescribe tourism the for • onEnlist importance the tourism activity for activity and its various of tourism. • itsImportance various stake of Tourism stakeholders. holders. industry. Practical Activity : importance of • tourism.Role play on Interactive Lecture: among different travel reasons for • differentDifferentiate • motivatorsDescribe for • travelling.List the tourism on the basis types of tourists. • ofThe different classification travel of tourism. motivators. Practical Activity: report of 20 • respondentsPrepare a survey on their reasons for travelling in last one year. Session–3: Components of Tourism Industry Interactive Lecture: the various the primary • componentsIdentify • componentsDescribe • theIdentify primary the components of of tourism of tourism componentssignificance of • TourismDifferent industry industry industry. of tourism and their respective industry. importance in tourism service secondary delivery process. • componentsExplain the respective of tourism • rolesEnlist of the Practical Activity: industry. secondary among students on components • theirExperience last tourism sharing in tourism intermediaries activity and the role • Role of industry. in tourism. played by different tourism components International among various during their visit. • Differentiate • andRole national of intermediaries tourism in tourism. of different tourist organizations. • organizationsDownload the andLogos functions prepare a collage • ofList tourist out with it. organizations. ix Front Office Operations Unit–2 Major Tourist Destinations of India Location Session–1 : Beaches, Hill Stations and Wild Life Class Room, Learning Knowledge Performance Teaching and Computer Outcome Evaluation Evaluation Training Method Interactive Lecture : study. the major location of important Lab and field • Beach,Identify Hill • ImportantDescribe the • Beaches,List the Hill and Wild life and wild life Beach , Hill Hill stations • destinationsMajor Beach, of destinations of and wild life and wild life India. India. destinations of sanctuaries/ Practical Activity: India. Parks in India. Beach, Hill National • andMark wild the lifefamous destination on the map of India. Interactive Lecture: between characteristic comparative • theDifferentiate tourism • differencesExplain the in • chartDraw of analysis of tourism activity at the tourism the tourist • relatedComparative activities Beaches, Hills activity at, activities at at Beaches, Hills and wild life Beaches, Hills Beaches, Hills and wild life destinations. and Wild life and wild life. destinations. destinations Practical Activity: mall/retail store • andVisit make. a nearby 3 lists of clothes and items you would like to buy for your visit to a Beach, Hill station and wild life sanctuary. on destination • marketingPresentation on a destination of student’s choice. Session–2 : Forts, Palaces, Temples and Religious Places Interactive Lecture : major Forts, location of important • Palaces,Identify the • ImportantDescribe the • Forts,List the Palaces, Palaces, Temples Temples and Beach , Hill Temples and • andMajor Religious Forts, Religious and wild life Religious places of India. places of India. destinations of places of Practical Activity: India. India. Forts, Palaces, • TemplesMark the and famous Religious places on the map of India. x with the pictures • Prepareof Forts anda collage Palaces in India. Interactive lecture: characteristics characteristics differentiating • Identifyof Pilgrimage the • Explainof Pilgrimage the • ListPilgrimage the points of Pilgrimage tourism. tourism. tourism from • Characteristicstourism. all other Practical Activity: forms of tourism. of pictures of the • PrepareChar Dhams a collage of India. known temple or • Visitreligious a nearby place well and prepare a brief report on the facilities over there for the visitors. Unit–3 Impacts of Tourism Location: Session–1 : Impacts of Tourism –Economical , Social and Cultural Class Room, Learning Knowledge Performance Teaching and Outcome Evaluation Evaluation Training Method Practical : room and Interactive Lecture Front office Economical, various between the • IdentifySocial and the • Stateimpacts the of • Differentiateharmful and social and cultural cultural tourism on • Economical,impacts of tourism. field visit. Impact of economy, economical, Practical Activity : Tourism. society and beneficialsocial and culture. cultural harmful and impacts of • Role Play on tourism. Cultural impact of beneficialtourism. Socio- Session–2: Impacts of Tourism – Political, Environmental and Sustainability Issues Interactive Lecture: Political and political and between the • IdentifyEnvironmental the • Stateenvironmental the • Differentiateharmful and Environmental Impact of impacts of • Politicalimpacts ofand tourism. Tourism. tourism. impacts of Practical Activity: beneficialtourism on elements environment. to a nearby • Describenecessary the for • Groupmonument/ Visit sustainable factors tourist place for tourism. • Listresponsible the a cleanliness for campaign of the sustainable area. tourism. on responsible • Grouptourism. Discussion xi Front Office Operations advantages and • disadvantagesDraw a chart on of tourism. Unit–4 Hotels Location Session–1 : Introduction to Hospitality Industry Class Room, Learning Knowledge Performance Teaching and Outcome Evaluation Evaluation