JKSSB Receptionist 2025 Solved Question Paper

Question 1

The word 'tour' is derived from the Latin word:

Accepted Answer

Option A: Tornus. The etymological origin of the word 'tour' and 'tourism' is derived from the Latin word 'Tornus' (and Greek *Tornos*), meaning a lathe or tool for making a circle, signifying a circular journey returning to the starting point.

Question 2

Which one of the following is a revenue generating department in hotel?

Accepted Answer

Option C: Front office. In hotel organizational operations, Front Office (Rooms Division) and Food & Beverage (F&B) Service are primary Revenue-Generating (Operating) Departments. HR, Purchase, Maintenance, and Security are non-revenue Cost/Support Centers.

Question 3

Which among the following positions is responsible for the hotel's physical operations and maintenance?

Accepted Answer

Option B: Chief Engineer. The Chief Engineer (or Director of Engineering / Maintenance Manager) is directly responsible for the maintenance, repair, physical plant operations, HVAC, plumbing, and structural upkeep of the hotel property.

Question 4

The person who transports the guest luggage at the time of check-in & check-out is the:

Accepted Answer

Option A: Bellboy. A Bellboy (Bellhop / Luggage Porter), working under the Uniformed Services section of the Front Office, is responsible for escorting guests and transporting their baggage during check-in, room transfers, and check-out.

Question 5

Reservations is part of which guest cycle stage?

Accepted Answer

Option A: Pre-arrival. The four stages of the hospitality Guest Cycle are: 1. Pre-arrival (Room Inquiries & Reservations), 2. Arrival (Registration & Check-in), 3. Occupancy (Stay & Services), and 4. Departure (Billing & Check-out). Choice A.

Question 6

Hotels located at the tourist destinations such as hill stations, sea beaches & countryside are:

Accepted Answer

Option C: Resorts hotels. Resort Hotels are leisure lodging establishments located at scenic vacation destinations (such as hill stations, beaches, islands, mountains, and countryside) providing recreational amenities and full-board facilities.

Question 7

The tourism activity of people travelling within their own country is known as:

Accepted Answer

Option C: Domestic tourism. Domestic Tourism comprises the tourism activities of resident visitors traveling exclusively within the geographical boundaries of their own country of residence.

Question 8

To earn gold crossed keys on their lapels, a hotel concierge must be certified by the international association of concierges, known as:

Accepted Answer

Option A: Les clefs d'or. Les Clefs d'Or (Union Internationale des Concierges d'Hôtels - The Golden Keys) is the prestigious international network of professional hotel concierges whose certified members proudly wear crossed gold keys on their uniform lapels.

Question 9

A person who handles money, post charges & oversees guest account settlement at the front desk is:

Accepted Answer

Option B: A cashier. The Front Office Cashier (Cashier) is responsible for opening guest folios, receiving payments (cash/credit card), posting departmental vouchers, exchanging foreign currency, and executing final account settlements during guest checkout.

Question 10

A hotel room which has two single beds with a common headboard is called a:

Accepted Answer

Option B: Hollywood twin room. A Hollywood Twin Room is defined as a guest room with two separate single beds that share a single, unified common headboard.

Question 11

The star rating given to hotels is based on:

Accepted Answer

Option A: Standard of facilities. In the hospitality industry, Star Classification Ratings (from 1-Star to 5-Star Deluxe) are awarded based on the Standard and Quality of Facilities, architectural design, guest services, amenities, and security standards.

Question 12

A room with a common wall and a door that connects directly to the other room, allowing guests to access rooms without passing through a public area is called:

Accepted Answer

Option D: Interconnecting room. An Interconnecting Room consists of two adjacent guest rooms sharing a common dividing wall with a private lockable connecting door, allowing direct passage between rooms without entering the public corridor.

Question 13

Rate charged for children above 5 years & below 12 years of age accompanying their parents is termed as:

Accepted Answer

Option B: Crib rate. In hotel tariff schedules, a Crib Rate (or Child Rate) is a special nominal discounted rate charged for young children sharing a room with their parents, often including a supplemental rollaway bed/crib.

Question 14

In India, hotels with 101 to 300 guest rooms are regarded as:

Accepted Answer

Option D: Large hotel. Under Indian hospitality classification guidelines: Small Hotels (<25 rooms), Medium Hotels (26 to 100 rooms), Large Hotels (101 to 300 rooms), and Very Large Hotels (over 300 rooms). Choice D.

Question 15

The star classification system in India is done by a central government committee called the:

Accepted Answer

Option A: HRACC. The Hotel and Restaurant Approval and Classification Committee (HRACC), functioning under the Ministry of Tourism, Government of India, is the statutory body responsible for inspecting and awarding star ratings to hotels in India.

Question 16

This category covers hotels in residences, havelis, hunting lodges, castles or forts & palaces built between the year 1920-1935:

Accepted Answer

Option B: Heritage classic. Under Ministry of Tourism guidelines for Heritage Hotels: Heritage Basic (built before 1920), Heritage Classic (palaces, forts, havelis built between 1920 and 1935), and Heritage Grand (built before 1935 possessing exceptional historical/architectural splendor).

Question 17

Houseboats floating on the surface of Dal Lake in Kashmir is an example of which of the following?

Accepted Answer

Option B: Floatel. A Floatel (Floating Hotel) is an accommodation establishment situated on water; the traditional cedar-wood houseboats floating on Dal Lake and Nigeen Lake in Srinagar, Kashmir are classic examples of floatels.

Question 18

A guest's registration record is completed during which of the following stages of the guest cycle?

Accepted Answer

Option B: Arrival. The guest registration record (Guest Registration Card - GRC) and identity verification are legally completed during the Arrival Stage of the guest cycle at the front desk.

Question 19

A tariff plan consisting of room tariff and all major meals (Breakfast, Lunch, and Dinner) is known as:

Accepted Answer

Option A: American plan. The American Plan (AP / Full Board / Full Pension) includes the room rent plus all three daily major meals: breakfast, lunch, and dinner. (EP is room only; CP is room + breakfast; MAP is room + breakfast + 1 major meal).

Question 20

Which one of the following is an Indian hotel Chain Brand?

Accepted Answer

Option A: Taj hotels. Taj Hotels (founded by Jamsetji Tata in 1903 under The Indian Hotels Company Limited - IHCL) is a premier indigenous Indian luxury hotel chain. (Sheraton and JW Marriott are American Marriott brands; Hilton is an American chain).

Question 21

A hotel can establish the rent of the room on the basis of:

Accepted Answer

Option D: All of these. Hotels adopt various billing cycles to compute room tariffs: standard check-in/check-out time (12 noon), 24-hour cycle from actual arrival time, or per-night basis $\implies$ All of these. Choice D.

Question 22

A reservation that assures the guest that the hotel will hold a room until a specific time of the day following the guest's scheduled arrival date is a:

Accepted Answer

Option A: Guaranteed reservation. A Guaranteed Reservation guarantees that the hotel will hold the reserved room regardless of the guest's arrival time (even past normal check-in hours or overnight), secured by advance payment, credit card pre-authorization, or corporate voucher.

Question 23

Mr. Sharma made a reservation at the Metro hotel. He arrived at 9pm only to find that the hotel was full. The room held for him was released for sale at 6pm. Which type of reservation did Mr. Sharma make?

Accepted Answer

Option D: Non-guaranteed. A Non-Guaranteed Reservation is an agreement where the hotel holds the room only until a standard cancellation release time (traditionally 6:00 PM on the arrival date), after which uncalled rooms are released back into general inventory for sale to walk-in guests.

Question 24

This meal plan is also known as Demi-pension or half board:

Accepted Answer

Option B: Modified American plan. The Modified American Plan (MAP), also termed Half Board or Demi-Pension in European terminology, includes room tariff, daily breakfast, and either lunch OR dinner (one major meal).

Question 25

Any changes made to the original booking (dates, room type, or guest count) is called an:

Accepted Answer

Option D: Amendment. In hotel reservation terminology, any modification to an existing confirmed booking—such as change in arrival/departure dates, number of rooms, room category, or guest details—is officially designated as an Amendment (Reservation Amendment).

Question 26

Which of the following is NOT a mode of reservation?

Accepted Answer

Option A: Walk-in. A 'Walk-in' is a category of guest who arrives at the hotel seeking accommodation without any advance reservation. Telephone, Central Reservation Computer systems (CRS/GDS), and Email are modes/channels of making reservations.

Question 27

The date agreed upon between a group and a hotel after which all unreserved rooms in the group's block will be released back to the general rooms inventory for sale is the:

Accepted Answer

Option A: Cut-off date. The Cut-Off Date is the contractual deadline agreed between a hotel and a group/conference organizer by which individual group members must confirm reservations, after which unreserved blocked rooms are automatically released for public sale.

Question 28

A published rate of a particular type of room before any discount or promotion is called the:

Accepted Answer

Option C: Rack rate. The Rack Rate is the standard, full, published retail tariff for a guest room established by hotel management before applying any commercial discounts, corporate subsidies, or seasonal promotional concessions.

Question 29

Handling guests queries & complaints are part of which guest cycle stage?

Accepted Answer

Option D: Stay. During the Stay / Occupancy Stage of the guest cycle, front desk and guest relations associates actively manage guest queries, telephone requests, room service coordination, and resolve operational complaints.

Question 30

The registration of a Scanty Baggage guest requires authorization from the:

Accepted Answer

Option A: Duty manager. Guests arriving with 'Scanty Baggage' (little or no luggage) present a higher financial risk of skipping without payment; hence, their registration requires mandatory approval and advance room charge collection authorized by the Duty Manager / Lobby Manager.

Question 31

Which among the following is a primary function of the arrival stage?

Accepted Answer

Option D: Registration of guest. The primary operational functions of the Arrival Stage include welcoming the guest, verifying booking records, obtaining the completed Guest Registration Card (GRC), assigning the room, and issuing room keys.

Question 32

A guest who made a room reservation but did not register or cancel is called a:

Accepted Answer

Option C: No-show guest. A No-Show Guest is a client who holds a confirmed room reservation but fails to arrive at the hotel on the scheduled date without informing the hotel or cancelling the reservation in advance.

Question 33

The company that owns the trademark, product/business format that is being franchised is the:

Accepted Answer

Option B: Franchisor. The Franchisor is the parent corporation that owns the registered brand name, trademarks, operating manuals, and business model, licensing them to an independent operator (the Franchisee) in exchange for royalties and franchise fees.

Question 34

Departure of guest, who has settled his/her bill is called:

Accepted Answer

Option D: Check-out. Check-Out is the final departure procedure where the guest vacates the room, surrenders room keys, reviews the master folio, settles outstanding billing accounts in full, and departs the hotel.

Question 35

The guest mails addressed to the hotel are received by the:

Accepted Answer

Option C: Information desk. Incoming postal mail, parcels, and couriers addressed to resident guests are standardly received, sorted, time-stamped, and logged by the Information Desk (or Front Desk / Concierge) for prompt delivery.

Question 36

Consider the following statements for procedure for delivering left luggage of the guest:
1) Requesting the guest to show counterfoil
2) Tallying the counterfoil with luggage tag
3) Just asking for room number
4) Just asking him to take his own luggage
Which of the following statements is/are correct?

Accepted Answer

Option C: Both 1 & 2. Standard security procedure for releasing temporary left luggage: The bell captain must request the guest to present the Baggage Counterfoil (1) and rigorously verify and tally the receipt number and name against the Luggage Tag attached to the bag (2). Correct: Both 1 & 2 (Choice C).

Question 37

A worldwide computerized reservation network, which is used as a single point of access for reserving hotel rooms, airline seats, rental cars & other items by travel agents, online reservation sites & large corporations is a:

Accepted Answer

Option A: GDS. A Global Distribution System (GDS)—such as Amadeus, Sabre, Galileo, and Worldspan—is a worldwide automated network consolidating real-time inventory from airlines, hotel chains, car rentals, and tour operators for global travel agents.

Question 38

The facility of awakening guests at the time requested by them is known as:

Accepted Answer

Option D: Wake up call facility. The Wake-Up Call Facility (Morning Call) is a standard telephone and front office service where the switchboard operator or automated PBX system calls the guest's room at their requested time in the morning.

Question 39

Which among these guests, the General Manager (GM) or Front Office Manager (FOM) should personally escort the guest to his/her room?

Accepted Answer

Option C: VVIP guest. Under luxury hotel protocol, Very Very Important Persons (VVIPs—such as heads of state, foreign dignitaries, corporate CEOs, and celebrities) are accorded personal welcome by executive management and escorted directly to their suites by the GM or FOM.

Question 40

Consider the following statements: When guest complaints are not resolved by front office associate, then he/she should always:
1) Ignore the compliant
2) Consult with superiors
3) Try to convince the guest
4) Do nothing about it
Which of the following statements is/are correct?

Accepted Answer

Option B: 2. When a front-line associate cannot resolve a guest complaint satisfactorily within their authority, the standard protocol is to immediately escalate the issue and Consult with Superiors (Duty Manager / FOM) to take corrective managerial action. Choice B (Statement 2).

Question 41

A tag that is attached to every article that is kept in the left luggage room is called a:

Accepted Answer

Option C: Luggage tag. When temporary baggage is deposited in the hotel left luggage room, a numbered Luggage Tag (Baggage Claim Tag) is attached to the luggage handle and the corresponding numbered counterfoil/receipt is handed to the guest.

Question 42

The facility of locating guests in a specified public area of the hotel (e.g. lobby, restaurants, pool) is:

Accepted Answer

Option C: guest paging. Guest Paging (using a digital display board, bellboy carrying a paging signboard with bells, or audio public address system) is the service used to locate a resident guest in public areas for an urgent message or telephone call.

Question 43

Critical moments when customers and staff members interact, offering opportunities for the staff to make a favorable impression, correct mistakes & win repeat customers are termed as:

Accepted Answer

Option C: Moments of truth. Coined by Scandinavian Airlines CEO Jan Carlzon, 'Moments of Truth' in service marketing refer to every single contact touchpoint where a customer interacts with an employee, forming an immediate positive or negative impression of service quality.

Question 44

Which of these is/are qualities that a front office personnel should possess?

Accepted Answer

Option D: All of the above. Professional front office staff must embody exemplary personal attributes: Punctuality, strong memory for guest names and preferences, loyalty, impeccable grooming, diplomacy, and cheerful communication $\implies$ All of the above. Choice D.

Question 45

A computer based reservation system, which enables guests to make reservations in any of the participating lodging properties at any destination in a single call is a:

Accepted Answer

Option A: CRS. A Central Reservation System (CRS) is a centralized electronic network operated by a hotel chain that maintains real-time room availability across all member properties, enabling guests and agents to book rooms across destinations via a single toll-free number or website.

Question 46

Delay in the room service for lunch, or delay in the clearance of soiled crockery from the room after meals is considered which type of complaint?

Accepted Answer

Option D: Service related complaint. Hotel guest complaints are classified into four main categories: Service-related complaints (delays in food delivery, slow housekeeping, laundry errors), Mechanical complaints (faulty TV, AC breakdown), Attitudinal complaints (staff rudeness), and Unusual complaints (bad weather).

Question 47

A document that contains the mandatory information required to be sent to the FRRO/LIU in case of a foreign guest staying in a hotel in India is:

Accepted Answer

Option B: Form C. Under the Registration of Foreigners Act and Rules in India, all hotels and guest houses are legally mandated to submit 'Form C' (online via the BoI portal) detailing passport, visa, and travel information of every foreign national within 24 hours of arrival to the FRRO.

Question 48

A hotel's telephone switchboard equipment is known as:

Accepted Answer

Option A: Private branch exchange. The internal private telephone switching system utilized within a hotel to connect internal room extensions with external public telephone lines is a Private Branch Exchange (PBX / PABX - Private Automatic Branch Exchange).

Question 49

A list of personal qualities, skills & traits needed to successfully perform the tasks of a job is called a:

Accepted Answer

Option B: Job specification. A Job Specification outlines the human qualifications, education, experience, specialized technical skills, and personal traits required of an applicant. (A Job Description details the tasks, duties, and responsibilities of the role).

Question 50

Guaranteed reservation can be obtained through which of the following ways?

Accepted Answer

Option D: All of the above. A reservation is guaranteed when secured through: 1. Full Advance Prepayment / Deposit, 2. Corporate billing contract / allotment agreement, 3. Credit card pre-authorization, or 4. Travel agency voucher $\implies$ All of the above. Choice D.

Question 51

A document issued by the government to allow its citizen to travel abroad, and requests other governments to facilitate their passage and provide protection on reciprocal basis is a:

Accepted Answer

Option B: Passport. A Passport is an official national identity and travel document issued by a sovereign government to its citizens certifying identity and nationality and requesting safe transit and protection abroad. (A Visa is an endorsement granted by a foreign nation permitting entry).

Question 52

Arrange the following front office check-in steps in chronological order:
1) Room & rate assignment
2) Formation of registration records (GRC)
3) Mode & settlement of bills
4) Completion of check-in procedure & key issuance
Choose the correct option:

Accepted Answer

Option A: 1, 2, 3, 4. Standard check-in procedure: 1. Room selection and rate confirmation $->$ 2. Completing and signing the Guest Registration Card $->$ 3. Establishing the credit card/billing settlement method $->$ 4. Issuing room keys and welcoming the guest (1, 2, 3, 4). Choice A.

Question 53

It is an agency that deals with many products such as hotel reservations, car rental, travel arrangements, tour operation, airline reservations, railway bookings:

Accepted Answer

Option A: Intersell agency. An Intersell Agency (or full-service Travel Management Company / Multi-product Agency) is an organization that handles comprehensive travel reservations across multiple hospitality and transport sectors including hotels, airlines, railways, and car rentals. Choice A.

Question 54

It is an act of trying to persuade a customer to buy a more expensive item or to buy a related additional product at discount:

Accepted Answer

Option B: Upselling. Upselling is a front office sales technique where staff persuade a guest to purchase a higher-category, more expensive room type with superior amenities (or added value packages) beyond what was originally requested.

Question 55

According to which rule, it is obligatory on the part of hotel owner to send information about foreigners registered at the hotel to the government?

Accepted Answer

Option B: Registration of foreigners rule 1992. Under Rule 14 of the Registration of Foreigners Rules, 1992 (promulgated under the Registration of Foreigners Act, 1939), hotel keepers are legally required to maintain a foreign guest register and transmit Form C returns to the Registration Officer within 24 hours.

Question 56

Arrange the following room change steps in chronological order:
1) Inform the guest about the room change in advance
2) Give room keys to a bellboy to shift the luggage of the guest and hand over new room keys to guest and deposit the previous room's keys.
3) Request for the change of room is accepted
4) Make guest room change slip & send to concerned sections of the hotel
Choose the correct option:

Accepted Answer

Option B: 3, 1, 4, 2. Standard Room Change Procedure: 3. Room change request is evaluated and accepted $->$ 1. Inform the guest about the new room details $->$ 4. Prepare Room Change Notification Slip and update front desk/housekeeping/room service $->$ 2. Bellboy transfers luggage, issues new keys, and returns old keys to reception (3, 1, 4, 2). Choice B.

Question 57

Which among these is generally NOT an accepted mode of settlement of bill for a walk-in / direct Free Independent Traveler (FIT) guest without prior corporate credit approval?

Accepted Answer

Option B: Cheque. Hotels generally do NOT accept personal Cheques from individual FIT guests at checkout due to the high risk of dishonor/bouncing without prior bank credit clearance. (Cash, approved credit cards, and verified TAVs are accepted).

Question 58

A list prepared for a tour group containing the names of all group members and their corresponding assigned room numbers is a:

Accepted Answer

Option A: Rooming list. A Rooming List is a master document provided by a tour operator/group leader containing the full roster of group travelers with pre-assigned room categories and room numbers for seamless group check-in.

Question 59

The slip on which telephone or visitor messages for a resident guest are taken and delivered to the guest is a:

Accepted Answer

Option A: Message slip. A Message Slip (printed standardized duplicate form or electronic message alert) is used by telephone operators and receptionists to record incoming telephone or personal messages for an absent resident guest.

Question 60

A complaint arising from rude, unhelpful, or discourteous behavior of hotel staff is classified as an:

Accepted Answer

Option B: Attitudinal complaint. An Attitudinal Complaint relates directly to interpersonal staff demeanor, such as perceived rudeness, arrogance, indifference, hostility, or lack of courtesy shown by hotel personnel toward a guest.

Question 61

A card that allows customers to access their bank funds immediately and electronically for payment is a:

Accepted Answer

Option D: Debit card. A Debit Card directly deducts money electronically from the cardholder's linked bank checking/savings account in real time at the point of sale (unlike a credit card which borrows funds up to a credit limit).

Question 62

A written statement or a documentary evidence of a financial transaction used in front office accounting is a:

Accepted Answer

Option A: Voucher. A Voucher is a written or digital source document that provides verifiable documentary evidence that a financial charge, transaction, paid-out, or adjustment took place (e.g. restaurant bill voucher, laundry voucher).

Question 63

It refers to the cash payments made by a hotel front desk on behalf of resident guests for outside services (such as taxi fares, postage, or medicine delivery):

Accepted Answer

Option D: Visitor's paid out. A Visitor's Paid Out (VPO / Paid-Out) occurs when the front desk cashier pays cash out of the cashier's float on behalf of a guest for emergency cash needs or external merchant services, debiting the amount to the guest's folio.

Question 64

Choose the correct formula for calculating the net outstanding balance on a guest folio account:

Accepted Answer

Option D: Opening balance + debit entries - credit entries. In hospitality accounting: $	ext{Net Outstanding Balance} = 	ext{Previous/Opening Balance} + 	ext{Debit Entries (New Charges)} - 	ext{Credit Entries (Payments/Allowances)}$. Choice D.

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JKSSB — Receptionist (2025)