Aviation Assignment of Frankfinn institute.docx

FRANKFINN CERTIFICATION IN
AVIATION, HOSPITALITY AND TRAVEL
MANAGEMENT
CAMAC STREET, KOLKATA
RAGHU ROY

LISTS OF ASSIGNMENTS

1. ECS-LO-1 ONLINE-WRITTEN.
2. ECS-LO-4 ONLINE-WRITTEN.
3. GROOMING ASSIGNMENT.
4. HOUSEKEEPING ASSESSMENT TEST.
5. PD-ASSIGNMENT-ONLINE WRITTEN.
6. HOSPITALITY-1_ASSIGNMENTS_WRITTEN.
7. HOSPITALITY-2_ASSIGNMENTS_WRITTEN.
8. TRAVEL WRITTEN ASSESSMENT.
9. FOOD AND BEVERAGE ASSESSMENT TEST.
10. FRONT OFFICE ASSESSMENT TEST.
11. AVIATION _ASSIGNMENT WRITTEN.
12. AVIATION_EXAM1.
13. AVIATION_EXAM2.
14. CRM-WRITTEN ASSIGNMENT.
15. AMADEUS PRACTICAL.
16. SWIMMING PRACTICAL.

 1 TO 14 ASSIGNMENTS IS HERE.

ECS-Session- 12
LO 1 – Written Assignment on Grammar
Written Grammar – Full marks – 50 2 hrs

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take upto 2 hrs to submit this Assignment

a) Rearrange the words to form grammatically correct sentences- 10 marks

1. the in playing the are park children
Ans : The children are playing in the park.

2. time did much the you yesterday spend how in hall
Ans : How much time did you spend in the hall?

3. park I go the meet friends to and my tomorrow will
Ans: I will go the park meet my friends tomorrow.

4 feeling was so she why depressed ?
Ans: Why was she feeling so depressed?

5 like would book you to read this ?
Ans: Would you like to read this book?

I confirm that the work submitted for this assignment is my own.

Learner name,
Reference id
Raghu Roy
FIAT/KOL/20-21/636

Date
27 MAY,2021
Batch code
N1

6. the program Jatin quiz participated in
Ans: Jatin participated in the quiz program.

7. book the is museum next store to the
Ans: The book store is next to the museum.

8. art is May going to be show the held in
Ans: The art show is going to be held in May.

9. the shelf cupboard book of the on is second the
Ans: The cupboard is on the second of the book shelf.

10. corner the at last placed the of desk on laptop the we room the
Ans: We placed the laptop on the desk at the last corner of the room.

b) Frame (wh, how) Questions 5 marks

1. Anita is writing a letter.
Ans: Who is writing a letter?

2. She walks home from school.
Ans: Who walks home from school?

3. The children are sitting in the garden.
Ans: Where are the children sitting?

4. Pankaj runs with his dog on Sundays.
Ans: Pankaj runs with whom on Sundays?

5. My rabbit has a small cage in the garden.
Ans: Who has a small cage in the garden?

6. They go to work by bus.
Ans: How do they go to work?

7. David likes cats because they are nice.
Ans: Why does David like cats?

8. Jenny isn’t sleeping late today.
Ans: Who isn’t sleeping late today?

9. We are going to the cinema.
Ans: Where are we going?

10. I’m leaving now.
Ans: When are you leaving?

c) Fill in the blanks with articles 5 marks

1. Man is mortal.
2. I am a university student.
3. She goes to temple in the mornings.
4. Kiran is the best student in the class.
5. the camel is the ship of the desert.
6. This book has won the Booker prize.
7. Harishchandra was an honest king.
8. I am fond of classical music.
9. I met a boy in the store.
10. Gold is a precious metal.

d) Prepositions marks 5 marks
1. I’m off for two weeks in August.
2. The dog is asleep under the tree.
3. I have lived in this flat since 2008.
4. My friend at work, is from Japan.
5. I wake up around 8 am every morning.
6. Thank you for telling me about this.
7. Who did you buy this from ?
8. The Jute Mill workers have been on strike since January.
9. Between Ramesh and Ganesh, I think Ramesh is a very good teacher.
10. Did you do it on purpose? No, it was an accident!

e) Fill in the blanks with the correct tense 10 marks
1. The police caught (catch) the thief red-handed.
2. A bomb scare delayed (delay) the flight by almost two hours.

3. The stadium reverberated (reverberate) with dance, music and
drama as troupes from different parts of the country presented
(present) a panorama of color and costume.
4. I spent (spend) the whole day yesterday in bed.
5. Students from different parts of the country participated (participate) in
the program.
6. It is true that Jim loved . (love) animals but he has also killed
(kill) many dangerous animals.
7. I learned (learn) Telugu from a friend who hails (hail)
from Andhra Pradesh.
8. They was built (build) a bridge across the river, some two hundred years
ago.
9. The wicked people who smuggled (smuggle) gold into the town were
arrested (arrest) yesterday.
10. Last night, the clouds thundered (thunder) in the sky.

f) Choose the correct option 5 marks

1. He is afraid to speak in English, lest he should be laughed at.
a) would b) should c) can d) could
2. He said he would not come.
a) would b) should c) can d) ought
3. Had I seen you, I would have come.
a) would b) should c) ought d) can
4. He could swim across the river when he was young.
a) could b) can c) might d) should
5. He told me that he could not help me.
a) could b) can c) ought d) shall
6. may you live long!
a) may b) might c) shall d) should

7. If I had studied medicine I would have become a doctor.
a) will b) would c) can d) may
8. I could have arrived in time, if I had not lost my way.
a) could b) can c) may d) shall
9. I would very much like to see my old classmates.
a) will b) would c) should d) might

10. We need not hurry, we have got plenty of time.
a) should b) need c) must d) would
g) Correct the following sentences 10 marks

1. I am agree with you.
Ans: I agree with you.

2. One of my friend is an engineer.
Ans: One of my friends is an engineer.

3. I want to discuss about the course fee.
Ans: I want to discuss about the course fees.

4. Can you repeat that again.
Ans: Can you repeat that?

5. My brother will return back from America next month.
Ans: My brother is coming back from America next month.

6. I am waiting for you for 2 hours.
Ans: I have been waiting for you for 2 hours

7. She don’t know how to speak in English.
Ans: She doesn’t know how to speak in English.

8. I like listening music and watching TV.
Ans: I like listening to music and watching TV.

9. I am having a class today
Ans: I have a class today

10. She won’t come today, as her aunt has expired.
Ans: She won’t come today as her aunt has passed away.

ECS- LO-4
Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take upto 2 hrs to submit this Assignment

Session 30
Total Marks: 50 Time: 2 hrs

A. Read the text carefully and answer the questions on the text. (4 marks)
The hotel has 10 Standard, 8 Deluxe, 6 Family rooms and 10 Cottages. The Rooms have hot and cold
showers and private balconies. Room service and laundry facilities are also available. All rooms except
Cottages offer air conditioning. Each room is equipped with two single beds, Family rooms have 4
single beds. All rooms (except for Cottages) have televisions. If you desire to make a reservation or
request for more information you need to complete the form. Our travel staff will be prompt in
responding to any request within one working day. The hotel staff there to help you. An approval of
your booking will be sent to you via e-mail (and fax if required). If for any reason you wish to cancel
your booking, it would be in your benefit if you do so as early as possible by e-mailing our travel staff.

Answer the questions given below: Tick mark the correct option
1. Showers
a. There are no showers in the Cottages.
√ b. There is a shower in every room.
c. Only the Cottages have showers.

I confirm that the work submitted for this assignment is my own.

Learner name,
Reference id
Raghu Roy
FIAT/KOL/20-21/636

Date
17th, June,2021
Batch code
N1

2. Air Conditioning
√ a. There’s no air conditioning available in the Cottages.
b. Air conditioning is available in every room.
c. Air conditioning is only available in the Cottages.

3. Apart from the Family rooms, all rooms are...
a. Double rooms.
√ b. Twin-bedded rooms.
c. Single rooms.

4. To book a room you must...
a. Respond in one working day.
b. Send a fax.
√ c. Fill in a form.

B.Read the passage given below and answer the questions that follow:(16 marks)
We often come across the stylish image of an air hostess or pilot greeting passengers on board. In fact,
so powerful is the image within us that today the ever-smiling face of an air hostess has come to
represent the epitome of hospitality, glamour and ultimate fantasy of flying and seeing the world.
Flying across the globe and moving silently, the crew attendants meet and greet the passengers first
and make them comfortable for the journey ahead. Right from the moment the plane moves in front of
the aerobridge, they are at the aircraft door with a warm smile, welcoming and guiding passengers on
board to their seats and performing their duties. Once the aircraft is airborne, they make the
passengers comfortable by rolling out the cart load of goodies, food and drinks, chocolates and coffee,
snacks and tea. Even though their services may appear to be a very quiet affair, yet they have lots of
responsibilities on their shoulders, which include executing flight commander›s instructions,
coordinating security arrangements and ensuring passengers› overall safety as well. During an
emergency, they take the responsibility and determine the most appropriate step to deal with the
situation.
Various domestic and international airlines have increased their services, there is no doubt that the
expansion is going to bring in a recruitment drive for every new route demands additional basic cabin
crew members. Therefore, we are now witnessing a huge demand for trained cabin crew. This is clear
from why there is an increase in interviews conducted and many inductions by many airlines. At the
interviews of air hostesses and Flight Attendants, the applicants are asked about their eyesight,
interest in the job and how they can handle difficult passengers. The governments of some countries
are keen on going liberal with an open sky policy. In this respect, India is emerging as an important
aviation hub in South Asia. This growth is going to bring in multiple recruitment drives, as for every
new route added, it demands additional basic cabin crewmembers.
If you have any interest in this career, you can do a vocational programme, specifically in aviation.
Going to a well-known institute is always helpful when you go job hunting.

From paragraph 1 and 2(5 marks)
1. Why is it mentioned that the air hostess is the epitome of hospitality and style?
Ans: The airhostess is the epitome of hospitality and style because the ever-smiling face of an air
hostess has come to represent the epitome of hospitality, glamour and ultimate fantasy of flying
and seeing the world. , the crew attendants meet and greet the passengers first and make them
comfortable for the journey ahead, they are at the aircraft door with a warm smile, welcoming and
guiding passengers on board to their seats and performing their duties.

From paragraph 2(2 marks)
2.(a) The word ‘quietly’ can be replaced with____silently________.

(b) The word executing refers to_ flight commander›s instructions, coordinating security
arrangements and ensuring passengers› overall safety as well _ _

From paragraph 2(2marks)
3(a) What should members of the cabin crew do in an emergency?

Ans: During an emergency, they take the responsibility and determine the most appropriate step to
deal with the situation.

(b) What must the crew attendants do first when the plane reaches in front of the aerobridge?

Ans: Right from the moment the plane moves in front of the aerobridge, they are at the aircraft door
with a warm smile, welcoming and guiding passengers on board to their seats and performing their
duties.

4. (a) Which country is emerging as a major aviation hub in South Asia? ( 2 marks)
Ans: India is emerging as an important aviation hub in South Asia.

(b)What are the various questions asked during the interview to applicants?

Ans: During the interview to applicants asked their eyesight, interest in the job and how they can
handle difficult passengers.

From paragraph 4(5 marks)

5. How can one work towards a career as a member of the cabin crew?

Ans: Fast of all interest in this career, then will choose a vocational program, specifically in
aviation in well-known institute. They trained for cabin crew, they prepare for interviews
of air hostesses and Flight Attendants and trained the eyesight, interest in the job and how
they can handle difficult passengers. Then become a career as a member of the cabin crew.

C. Read the passage given carefully and answer the questions that follow :(10 marks)
Flights have just become longer so that passengers can reach their destination in one go without
hopping flights. A long flight means passengers do not need to break their journey at places and
change planes. “They like to board once, de-plane once. “It saves a lot of time and energy as
passengers do not waste time hopping from one flight to another,” says Tripta Bhatia, a member of the
cabin crew who works with one of the long flights and is very happy to be on such flights. The flight
from New Delhi to Toronto is now in operation for a couple of years. The flight takes approximately
eighteen hours, which creates many challenges. A lot of groundwork goes into a flight like this. The
aircraft is, of course, specifically designed for the journey with more space and wide-ranging
entertainment services. The flight crews are also specially trained to face the challenges involved.
Travellers are now quite aware of the health hazards that may be associated with flights that cover
17,600 or more kilometers in distance more. Exposure to lower oxygen is harmful to the human body.
Passengers on extreme-long range flights need to be provided with flight socks and, if necessary,
tablets for thinning the blood. It is a belief that prevention is better than cure when it comes to in-flight
health. It is not just the health and life of the passenger that is at stake on a flight of this length, but also
that of the flight crew. “They give us training on fatigue management and how to fine- tune to the
local time in Toronto. We need and to exercise, as well as take care our diet and eat lightly in-flight,”
says Tripta Bhatia. The long-haul flights are now becoming a trend and many airlines offer these direct
flights the timings of which suit the domestic airlines. Singapore, Cathy Pacific, Qantas are some of the
Airlines that offer these long flights. Asia is, perhaps is the region where the demand for these long
flights is the greatest. The flights connecting from the Asian cities to the US is the big market since
flights to the European continent don’t require 18 hours of endurance and capacity

Tick mark the correct option (5 marks)
1.Why are longer flights harmful to passengers and crew?
√a) Because there is less oxygen in the air.
b) People will get bored
c) long periods of inactivity will damage their bones

2. What are flight socks?
a) special socks are meant to keep the plane free of harmful bacteria
b) one of the preventive measures planned by airlines
√c) socks that stop your blood from getting too thin

3. Which of the following methods given below for countering the health problems caused by
long flights is NOT mentioned?

√a) how best to cope with jetlag?
b) advice on food consumption during a flight
c) advice on drinking alcohol

4. What are the advantages of longer flights?
a) There are less problems with jetlag
√b) passengers save time
c) passengers get a good break between flights

5. Where on the globe is the area for longer flights expected to develop?
a) between Europe and America
√b) between Asia and America
c) between Asia and Europe

6. Write 5 lines on what does a flight attendant do to take care of himself and his passengers
during a long flight of 18hours. ( 5 marks)

Ans: flight attendant does to take care of himself and his passengers during a long flight of 18hours
as provide to oxygen because less oxygen is harmful for the human body. Passengers on long range
flights need to be provided with flight socks and tablets for thinning the blood. but also, of the
flight crew They give us training on fatigue management and how to fine- tune to the local time as
well as take care our diet and eat lightly in-flight.

D. Picture comprehension (20) Things That You need to include in your story

Character 1(1mark)
Name: Raghu Roy
Age: 25
Sex: Male
Mood: Happy

Character 2 (1mark)
Name: Rakhi Ghosh
Age: 21
Sex: Female
Mood: Happy

2.Action heading (what is happening in the story (4 marks)

ADVENTURE TRIP IN JUNGLE
This trip was adventurous and dangerous. Some incident was happened in the forest, they saw lots
of beautiful places and met dangerous animals and etc., how to overcome from that situation in the
forest. They had visited village and met with villagers and had taken help from them.

Now to write a story (14 MARKS)
The following points need to be included in your story
1. Make an interesting story with a main character
2. Bring a problem in the story
3. Include innovative ideas to solve that problem
4. End the story properly
5. If you are female, then make a female main character in the picture
6. The story must represent you, how you think, how you react in that situations, include these
things in your story. You must add your emotions and feelings in the story

The pictures are printed on the inside back cover of the ECS book.

ADVENTURE TRIP IN JUNGLE

I and my friend were planning to go to an adventure trip to a forest.
Friday morning, we were going for shopping and we brought dresses, ropes, cans food products and
other needed stuff. The whole day went for shopping. The next day we started packing our bags and
around night 10:30pm we finished packing and we were exited to go to the adventure trip in the
forest. Finally, we reached the forest by 12:30pm on Sunday and we entered the forest at beginning it
was pleasant, there were no dangers. Then by 1:30 pm we reached bit deep into the forest. then we
found a nice place to eat lunch. After eating lunch, we started ones again. We had to cross a river and
while crossing the river a water snake bite on my friend’s leg and we stopped for a while and applied
medicine to my friend’s leg and then we continued walking and we started hearing sounds of tiger.
My friend was afraid. After some time, we crossed the tiger’s zone. Then we were very careful on each
step and suddenly a group of monkeys attacked us and took some of our foods stuff. Only some water
bottles and some snacks were left. We were tired and we were searching a place to sit but accidentally
I sat on a sleeping bear thinking that it was a rock and suddenly the bear woke up and got really very
angry and started chasing us, he scratched my leg with his sharp nails and it was really painful but
still we ran to save our lives, we stopped in the tree for hide from angry bear. After that my friend
applied medicine to my leg and then took rest for some time. It was dark soon. We could not see
anything but still we continued walking, soon we reached on top of the waterfall, we didn’t know that
we were on top of the waterfall and we slept over night there. In the morning we woke up and started
walking again and after an hour we realized that we were lost in the middle of the forest and we
didn’t have any way to get out. So, we were afraid that if any other danger would arise. Then we
walked for a long time and it was evening and we reached near of a cave and we saw human foot step
prints and we followed it we saw the cave was lion’s den, then we ran from there and didn’t stop
running after going far from there. Then we noticed a small village and people living there and we
tried to ask the way to city but no one understood our language but one beautiful young lady
understood our language because she learnt our language as well as educating herself from our well-
known university. She showed us the way to the city. We finally reached the city of our home. After
the trip we were very glad that we reached home. our adventure was very cool and mysterious and
always remarkable.

Personal Grooming & Fitness- Online Written Assignment

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
3. Write your responses in the space provided below the questions
4. It is compulsory to attempt all questions of PASS – to clear the assignment
5. Review your answers before submitting the Assignment

TIMELINE: You can take up to Two days to submit the Assignments

Personal Grooming Treatments – (Pass)

Q1. What is Grooming? (Pass)
Grooming refers to the things that people do to keep themselves clean and make their face, hair and skin look
nice.

Learner Name Raghu Roy Reference ID/ Batch Code N1
Course Title Grooming
Assessor Name Piyali Mukherjee
Name of I.V.
I confirm that the work submitted for this assignment is my own.

Learner Signature Raghu Roy

Date

25/10/21

Q2. Classify Grooming? (Pass)
Grooming classification has two aspects: -
I. META PHYSICAL
Meta physical grooming consists of projecting certain attributes of one’s personality. One must appear
poised, elegant, confident and easy going.
II. PHYSICAL
Physical grooming consists of your appearance, which is categorised by the quality of your skin, hair,
personal hygiene and sense of dressing, makeup, etiquette etc.

Q3. What are the qualities required for working in the Aviation, Hospitality, Travel & Customer service
Industries? (Pass)
A. Effective Communication Skills.
B. Aviation.
C. Grooming.
D. Personality Development.
E. Travel Management with Computerized Reservation Systems.
F. Hospitality with Computerized Reservation Systems.
G. Swimming.
H. Interviewing Skills.
Q4. Name the Layers of the Skin? (Pass)
The epidermis, the outermost layer of skin, provides a waterproof barrier and creates our skin tone. The
dermis, beneath the epidermis, contains tough connective tissue, hair follicles, and sweat glands. The deeper
subcutaneous tissue (hypodermis) is made of fat and connective tissue.

Q5. Name different types of skin? (Pass)
There are five types of healthy skin:
1. Normal.
2. Oily.
3. Dry.
4. Sensitive.
5. Combination (both oily and dry skin).

Q6. What are the causes of Acne and dark circle and also provide 02 remedies for each? (Pass)
I. ACNE: is a skin condition that occurs when your hair follicles become plugged with oil and dead skin cells. It
causes whiteheads, blackheads or pimples.
REMEDIES
a) Ice cubes.
b) Tea tree oil.

II. DARK CIRCLE: Oversleeping, extreme fatigue, or just staying up a few hours past your normal bedtime can
cause dark circles to form under your eyes.
REMEDIES
a) Vitamin E Oil.
b) Rose Water.

Q7. What are the types of hair? Highlight the causes of dandruff and provide 02 remedies? (Pass)
the four hair types are:
1. Curly.
2. Tight Curls.
3. Straight.
4. Wavy.
Dry skin dandruff. This is a common type of dandruff. Oily skin dandruff. Just below the surface of your skin are
glands that produce sebum, an oily substance that helps moisturize and protect your skin.

REMEDIES
a) Hair care.
b) Dandruff shampoos.

Q8. What are the Do’s and Don’ts of Personal hygiene and Grooming Hygiene? (Merit)
PERSONAL HYGIENE
DO
Do - Always wash before coming in contact with food, removing contact lenses or treating wounds.
Do - Use the right-hand wash.
Do - Carry hand sanitizer.

DON’T
Don't - Rush through it.
Don't - Touch anything else.
Don't - forget to supervise.

GROOMING HYGIENE
DO
Clothes and Shoes
Do ensure that your shoes are shined and cleaned. Your clothing should be neatly pressed. This seem obvious,
but it’s important to point out: Clothing should be free of doors and stains.
Hair
Do pay a little extra attention to your hair. Make sure that it is neatly combed and brushed away from your
face. Men may want to get a haircut a day or two before the interview. Women should wash and style their hair
neatly, or wear it away from their face in a low ponytail or a casual updo, such as a chignon.
Skin Care
Do put your best face forward. Wash your face and use a gentle scrub to exfoliate skin before the interview.
You may also wish to invest in a gentle chemical exfoliant, such as a liquid beta hydroxy acid (BHA) or alpha
hydroxy acid (AHA) product. These types of exfoliants are not only excellent for flaky, dry skin, but they’re also
great for those struggling with oily skin and blackheads.
DON’T
Clothes and Shoes
Don’t wear clothes that are ill-fitting or shoes that are difficult to walk in. You want to concentrate on the
interview, not on how uncomfortable you feel.
Hair
Don’t wear your hair wet to an interview — even if you tie it back. This may give the impression that you were
in a hurry or didn’t take time to properly prepare.
Skin Care
Don’t use these products untested right before an interview. Try them in advance to make sure they don’t
cause irritation or redness.

Q9. Why do you think it’s important to present yourself as a professional in an interview? (Distinction)
One of the main reason’s professionalism is important for job candidates is that the first impression the hiring
manager has of you affects the interview. If you dress professionally and present yourself well, he is more likely
to see you as competent and capable of doing the job.
I. Convey Self-Confidence
Walking with good posture, greeting people with a friendly smile, saying thank you to the hiring manager
and other basic traits of professionalism demonstrates confidence. Someone who acts professionally
typically believes he has a right to be at the interview and deserves the job.
II. Makes a Positive Impression
We all form first impressions of the people we meet, and they can be lasting. Many of the cues that go
into a first impression are nonverbal, and dress and grooming are key among them. In fact, that first 30
seconds can make or break your interview.
III. Show Respect
One of the easiest ways to get on the bad side of an interviewer is to disrespect him with unprofessional
behaviour. Arriving late suggests you didn't think the interview was important enough for you to plan
ahead and arrive early.
IV. Don't Talk Too Much
Avoid overtalking during a phone interview. Feeling nervous during a phone interview is normal, but giving
long-winded responses can make you appear less confident if it seems as if you are trying too hard to
come up with an answer.
V. Listen
Carefully listen to what the caller is saying and asking. The more you can effectively answer questions or
concerns, the more suitable you'll appear as a candidate.

HOUSEKEEPING ASSESSMENT – TEST 2
(Each question carries ½ mark. Total marks 20)

Student’s Name: Raghu Roy

Batch Code: N1 Centre: Camac

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
6. Write your responses in the space provided in/below the questions
7. Review your answers before submitting the Assignment

A Fill in the blanks

1. A positive attitude is essential for teamwork.
2. Housekeeping is the backbone of the hotel.
3. Another name for a cupboard is cabinet _.
4. The Housekeeping department is an operational center.
5. The executive housekeeper is in-charge of the Housekeeping department.
6. A cabana is a room near the swimming pool.
7. A triplet is a room meant for three persons.
8. The executive suite has a work station set up in the living room.
9. The housekeeping department section looks after Lost & Found guest property.
10. The room attendant is responsible for checking guest rooms.
11. The room attendant keeping all room linen and supplies on a _stock .
12. Index card and files are items placed in a Stationery Folder.
13. Floral design or floral art is the art of arranging flowers and foliage.
B Choose the correct alternative

1. This department is the backbone of the hotel.
Front Office Housekeeping
Write the correct choice: Housekeeping

2. Housekeeping keeps strict control of which keys.
Guest Room Keys Master Keys
Write the correct choice: Master Keys

3. This person is responsible for cleaning guest rooms and bathrooms.
Houseman Room Attendant
Write the correct choice: Room Attendant

4. Staff are constantly exposed to guests at close proximity and hence
need to maintain a high level of
Personal hygiene Premises hygiene
Write the correct choice: Personal hygiene

5. An attribute that in difficult situations helps in diffusing the explosive moment.

Attitude Tact and Diplomacy
Write the correct choice: Tact and Diplomacy

6. Another name for curtains.
Upholstery Drapes
Write the correct choice: Drapes

7. This person is responsible for cleaning the public areas.
Houseman Room Attendant
Write the correct choice: Houseman

8. This room has a balcony attached to it.
Standard Room Lanai Room
Write the correct choice: Lanai Room

9. This room has multi-utility furniture.
Studio room Twin Room
Write the correct choice: Studio room
10. This section of Housekeeping keeps control of Master Keys.
Horticulture Control Desk
Write the correct choice: Control Desk

11. This section of Housekeeping is responsible for providing clean linen.
Linen room Laundry
Write the correct choice: Linen room
12. Beverages are kept in the .
In-room safe Mini-bar
Write the correct choice: Mini bar

13. This type of flower arrangement can be used on a restaurant table.
Horizontal Crescent
Write the correct choice: Horizontal

C Answer in one sentence

1. What are the functions of Housekeeping?
Ans. Housekeeping Is an Operational Department in A Hotel, Which Is Responsible for
Cleanliness, Maintenance, Aesthetic Upkeep of Rooms, Public Area, Back Area and
Surroundings.

2. Name the two additional services offered to a guest by Housekeeping?
Ans. Additional Equipment in Guests’ Room and Valet or Laundry Service.

3. What does a room mean to a guest?
Ans. A Guest Room Is A Bedroom in A House or Hotel for Visitors or Guests to Sleep In.

4. Who heads the Linen Room?
Ans. Linen room or laundry supervisor heads the linen room.

5. What is ‘linen’?
Ans. Linens Are Fabric Household Goods Intended for Daily Use, Such as Bedding,
Tablecloths and Towels.

6. Which sub-section of Housekeeping earns direct revenue?
Ans. The Housekeeping Department Contributes Towards Earning Hotel Revenue by
Keeping the Hotel Clean, Fulfilling Needs of The Customers and Keeping the Customer
Satisfied with The Service.

7. Define ‘Penthouse Suite’?
Ans. A Penthouse or A Penthouse Apartment or Suite Is A Luxurious Flat or Set of Rooms at
The Top of a Tall Building.

8. Define ‘Twin Room’?
Ans. Twin Rooms Have Two Beds. Double Rooms Have Either King/Queen Size Bed. Double
Room Means, A Room Has Only One Bed Comfortable For 2 Persons.

9. What are the functions of the Horticulture section?

Ans. To Increase Production and Productivity of Fruit Crops. To Increase Production and
Productivity of Vegetable Crops. To Increase Production and Productivity of Spices Crops.
To Establish Nurseries Both at Public & Private Sector for Quality Planting Materials.

10. List 3 items of furniture kept in a hotel guest room?
Ans. Bed, Bedside Table and Chairs is three items of furniture kept in a hotel guest room.

11. List 3 guest room amenities?
Ans. Television, High Speed Wireless Internet and CD / DVD Player is three guest room
amenities.

12. List 3-bathroom amenities?
Ans. Small Shampoo, Conditioner, Body Lotion is three-bathroom amenities.

13. Generally, how many sheets are used to make a bed?
Ans. Take Three Fresh Sheets And 04 Pillow Cover / Slips as Per the Bed Size.

14. Name any 3 types of flower arrangements?
Ans. Triangular Flowers, Vertical Flower Arrangement, Horizontal Flower Arrangement is
three types of flower arrangements.

Personality Development – Written Assignment

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION

Learner Name Raghu Roy Reference ID/ Batch Code
FIAT/KOL/20-21/636/N1
Course Title Personality Development Assignment
Assessor Name Rajarajeswari Sathiyamoorthy
Assessment Area Part 1-Self Development
Part 2 –Effective Communication Skills
Assignment Title

Pass
1: Investigate factors which contribute to personality Development
2: Understand Time & explore methods for its management & removing blocks
3: Investigate the development of leadership skills appropriate to specific situations...
4: Recognise Inter Personal Behaviour, its affects on relationships with others.
5: Examine Communication, its types & its importance on our effectiveness.
6: Understand the importance of projecting a positive Image.
Purpose/Aims

 Analyse own personality type.
 Critically examine a range of factors, which contribute to personality
development.
 What is time, its value, how can it be measured.
 Identify ways to overcome blocks to effective time-management. (Realise the
importance of TIME MANAGEMENT in everyday life and relate it to self
development.)
 Define leadership skills needed for a specific situation.
 Propose methods to develop own leadership skills.
 Identify a range of methods required for analysing effective interrelationships with
others.
 Evaluate the main steps required to develop an open self personality.
 Analyse barriers and weaknesses to successful communication
 Produce evidence of effective verbal, non verbal and written communication.
 Explore how character building and morals will support career development.
 Demonstrate public speaking skills.
I confirm that the work submitted for this assignment is my own.

Learner name
Reference id
Raghu Roy
FIAT/KOL/20-21/636
Date
19/08/2021
Batch code
N1

8. Write your responses in the space provided below the questions
9. Review your answers before submitting the Assignment
10. Also, each question indicates if it is PASS/ MERIT/ DISTINCTION

TIMELINE: You can take upto One Week to submit the Assignments

Ques1. Define Personality (PASS)

Ans: The Webster’s Thesaurus states ‘personality’ to mean “make-up, disposition, nature, character” and
“development” to mean “growth, expansion, progress, evolution, maturing……”. Personality is defined as the
set of habitual behaviours, cognitions and emotional patterns that evolve from biological and environmental
factors. While there is no generally agreed upon definition of personality, most theories focus on motivation
and psychological interactions with one’s environment.

Ques2. Define SWOT. How will you convert Weakness into Strength? (PASS)

Ans: SWOT is an analysis framework which is used to evaluate or find the competitive stand of the company
and make a plan accordingly. SWOT is an acronym for Strength, Weakness, Opportunity and Threat. It makes
assessment of all internal and external factors along with current and future prospects. The analysis of
individual personal growth can also be done using SWOT.

The planning process has the power to convert weaknesses into strengths, the weakness analysed can be
converted into a strength by identifying them and then making possible plans and actions for removing those
weaknesses. For instance, one may have the weakness of getting anxious if he is unable to meet his deadline.
This can be converted into a strength by breaking the work into smaller targets and accomplishing it in a
predefines time.

Ques 3. Which factor is important for development of one’s personality? Justify by giving Examples.
(PASS)

Ans: To shape a one’s personality, the environment plays an important role. Apart from that, genetics and life
experiences also play an important role say instance parents, teachers and friends influence the development
of person right from tender age.
As example of personality development is:

1. Leadership – Leadership, a critical management skill, is the ability to motivate a group of people
towards a common goal.

2. Positive Attitude- Positive attitude helps to cope more easily with the daily affairs of life. It brings
optimisms into your life, and makes is easier to avoid worry and negative thinking.

3. Empathic – In process of personality development person should apply empathy internally that
means “put yourself into other person shoes and think accordingly” empathy help to make
understand others very well with good long-term relationship.

4. Rationality - Rationality is the characteristic of any action, belief or desire that makes their choice a
necessity.

Ques 4. Define Perception, Emotional Intelligence and its impact in one’s Personal and Professional Life. (PASS)

Ans: Perception of defines as individual. An individual’s perception about life and things will make you
understand his attitude towards life in general. Perception is the kind of judgement and individual attributes to
an object, subject or a situation.

While emotional intelligence is a person’s ability to react to his emotions according to his intelligence. It actually
helps a person to understand other’s emotions and attitude, which can help that person, read situations and
react accordingly in professional life.

Ques5. Why do you think Time has to be managed? (PASS)

Ans: Time has to be managed because time never comes again and it never stop for us. Because time
management is life management. We are playing multiple roles simultaneously parent, child, spouse,
friend, professional and so on. Now each role needs slices of our time. So, we need to balance – which is not
something we achieve once and then maintain forever. This balance is more like walking on a rope a constant
struggle. It’s hard but the skill is achievable.

Ques6. Talk about your daily Routine & make a DAILY HALF HOUR TIME LOG SHEET. (PASS)

Ans: A daily routine is what tasks i follow daily. It can include the simplest of things like brushing your teeth,
having breakfast and attending classes. A log sheet, in this case, would be a document or a list that contains
details of what the person has done from the past half an hour. Here is a sample log sheet for the first half an
hour of my days.

1 I woke up.
2 I brushed my teeth.
3 I washed my face.
4 I took a shower.

Ques 7. What are the Time wasters and how to overcome them? (PASS)

Ans: Time wasters are social media like WhatsApp, Facebook, Instagram etc. watch television, video games. It is
a said to watch TV only half an hour on a day not whole day. One should use it in limited time only for
refreshing not for hours.

Ques8.During your class Activity how you manage your time, What Sort of Typical barriers you face and how
you overcome them. (PASS)

Ans: During my class activities I short list the project makes perfect time table bring out important materials like
pen, notebook and smartphone. My smartphone with good internet connection open zoom application joins
the class and not talking with our friends and listen to the carefully.

Ques9. Define Leadership. (PASS)

Ans: Leadership is the ability of an individual or a group of individuals to influence and guide followers or other
members of an organisation. Leadership captures the essentials of being able and prepared to inspire others.
Effective leadership is based upon ideas both original and borrowed that are effectively communicated to
others in a way that engages them enough to act as the leader wants them to act.

Ques10.What are the 7 functions of Leadership? (PASS)

Ans: Seven functional of leadership are:
1- Priority on needs.
2- Motivation.
3- Organizing.
4- Flexible leadership role.
5- Controlling.
6- Guidance.
7- Result oriented.

Ques11.What are the qualities of Leadership? (PASS)

Ans: Qualities of leadership are:

1- Integrity.
2- Communication.
3- Empathy.

4- Ability of delegate.
5- Self – awareness.
6- Gratitude.
7- Influence.
8- Learning agility.

Ques 12. Why is leadership important? State the 5 reasons which make leadership important. (PASS)

Ans. The team leaders are essential to executing your vision for your business and setting the tone for your
staff. Leaders offer guidance to all members of the team to ensure they are fulfilling their roles. Effective team
leaders ensure that team morale remains high and that workers are motivated to perform well.

Five important leadership are:

1 – Providing guidance to staff.
2 – Promoting essential values.
3 – Take a good decision.
4 – Building team morale.
5 – Fostering and atmosphere of creativity.

Ques13.What do you understand by open Self Personality? (PASS)

Ans: When a person knows one’s own personality and is share ideas, thought, feeling and value of person.
Someone who has no problem being social and communicating self-disclosure. And extroverted personality that
called as an open self-personality.

Ques 14. Explain the Four Self Johari’s window. (PASS)

Ans: The method of conveying and accepting feedback is interpreted in this model. A Johari is represented as a
common window with four panes. Two of these panes represent self and the other two represent part
unknown to self but to others.

1- Open self: - Information about yourself that you and others know.
2- Blind self: - Information you don’t know but others know about you.
3- Hidden self: - Information you know about yourself but other don’t.
4- Unknown self: - Information about yourself that neither you or others know.

Ques15.Define the Term Transactional Analysis (PASS)

Ans: A system of popular psychology based on the idea that one’s behaviour and social relationships reflect and
interchange between parental (critical and nurturing), adult (rational) and childlike (intuitive and dependent)
aspects of personality established early in life.
PAC
P- Parent Ego State: - Behaviours, thoughts and feelings copied from parents or parent figures.
A- Adult Ego State. Behaviours, thoughts and feelings which are direct responses to the here and now.
C- Child Ego State. Behaviours, thoughts and feelings replayed from childhood.

Ques16.Define Four Life Stroke Position and its impact while
Working in Team. (PASS)
Ans: The four life stoke position are as follows.
1- I am ok, you are ok.
2- I am ok, you are not ok.
3- I am not ok, you are ok.
4- I am not ok, you are not ok.
While working in a team, these four positions can be highly important because if a person is not satisfied, like
that from groups 2, 3 and 4, it can impact a job and that can be detrimental for a team. If there are more people
from the group 1, a job can be completed more effectively and as per desired.
Ques:1. Why is the open self-personality important? How do you become an open self-personality? (MERIT)

Ans: Open self is important because it empowers you to confidently have trust and faith in your capabilities and
abilities to handle any situation, see and opportunity and challenge around every corner, progress and grow
with the times, mature into a strong person, reliable, responsible, dependable and self-assured.

Become and open self-personality –

1: - Be honest
2: - Don’t wall off important aspects of yourself.
3: - Let people know what you think.
4: - Practice self-disclosure more often.
5: - Let yourself be vulnerable.

Ques2: Name one external and internal motivational factor which motivates you towards achieving your goal.
Justify your answer. (MERIT)

Ans: motivation is a highly agreeable quality. we can compare motivation to fuel. As fuel gives energy to a
rocket to move through space to its destinations in deep space, similarly, motivation gives mental and physical
energy to people to reach their goals. Success in any field is impossible without motivation.

a. Internal motivation: - the force that leads you to achieve a goal because of personal satisfaction or desire. Such as
- Participating in a competition: - Participating in a competition internally motivates me as it brings out the best in me
and also makes me feel happy internally.

b. External motivation: - the driving force that triggers you in achieving your goal. Such as
- A simple smile and encouragement: - A simple smile and encouragement from my parents, elders and teachers
externally motivates me to achieve my goal and give my best.

Ques 3: List any 3 positive emotions and 3 negative emotions. How can you creatively use each to become more
emotionally intelligent? (MERIT)

Ans: Three positive emotions are: -

1- Peaceful.
2- Loving.
3- joyful.

Three negative emotions are: -

1- Anger.
2- Sadness.
3- Hopelessness.
The positive emotions are Peaceful, Loving and Joyful. On the other hand, the negative emotions are Anger,
Sadness and Hopelessness. Positive emotions can add happiness to one’s mind. The negative emotions help to
minimize the distractions in case of any acute situation.

Ques: -4 What are the applications and results of motivation? (MERIT)

Ans: Everyone needs motivation in life because it never fails to attain success and confidence. In fact,
motivations are widely used therefore it should operate for successful operations and later do it for future
growth. It has been used in several places such as school, universities, hospitals and other social welfare
activities.

Ques: 5 List any three persons in your life who are most empathy oriented towards you. State what is it that
they do for you that makes you like them. (MERIT)

Ans: Three persons in my life are
1
st
FATHER
2
ND
MOTHER
3
RD
FRIEND

Because they always help and motivate to me, encourage in every time and teach me and make me happy all
the time.

Ques:6 How will you improve your time-management? State 5 areas in which you commit to improve. (MERIT)

Ans: I improve my time-management by:

a. Prioritizing.
b. Setting goals, achieving goals.
c. Doing it now.
d. Organising my time.
e. Breaking down task.

f. Using time management grid.
g. Use wasted time.

Five areas in which I commit to improve are:

1. Prioritizing allow you to focus on what is important.
2. Good decision-making skills is the foundation for time management.
3. Waste less time, never waste time, always utilise your time.
4. Learn to plan efficiently.
5. Ability to beat procrastination and laziness is among the most important time management skills to learn.

Ques:7 What are the blocks to efficient time management? How will you overcome them?
(MERIT)

Ans: Following are the blocks to efficient time management:
1. Interruptions.
2. Procrastination.
3. Mobile phone, internet and social media.
4. Television.
5. Inability to say no.
6. Unexpected visitors.

I can overcome them by:
1. Prioritize.
2. Schedule phone calls with end times when possible.
3. Set goals, achieve goals.
4. Using time management grid.
5. Do it now.
6. Avoid watching late shows as this will delay the day schedule.

Ques 8. Which leadership function do you think is most important and justify your choice? (MERIT)
Ans: The main function of leadership is responsibilities which a leader performs these are:

1. Guide the team in technical work.
2. Clear understanding of individual responsibilities to their co-workers.
3. Rational, Optimistic, Bold.
4. Align teams to the strategy.
5. Demonstrate that others learn throw their work.
6. Link between management and workers.
7. Direction and motivation.
8. Coordination with the team.
9. Communicate the end result in an understandable way.
10. Result oriented.
11. Provide a clear vision.
12. Controlling.
All above the points are most important functions for leadership as a leader.

Ques:9. What are the 10 steps of goal setting and achievement? (MERIT)

Ans: Ten steps of goal setting and achievement are:

1. Belief: The first step to goal setting is to have absolute belief and faith in the process. If you don’t believe you
can absolutely transform your life and get what you want.

2. Purpose: Knowing why you want to achieve your goals is powerful. Identifying the purpose of your goal helps
you instantly recognize why you want that particular goal and whether it’s worth working toward.

3. Visualize: What you want. Think of what you deeply desire in your life or where you want your company to
be a year from now. Learn, emotional, personal, financial, social and spiritual need to be addressed? The clearer
you are with each of these dimensions will bring your vision into sharp focus.

4. Get it down: Writing down your goals is key to success. By writing down your goals, you become a creator.

5. No time like the present: To show how committed you are to your goals; think of something you can do right
now that will get you moving toward fulfilling your goals.
6. Accountability: To push through when things get tough, you have to hold yourself accountable unless you
bring in outside help like a coach who provides it for you.

7. Plan of action: Being really clear about what you want, knowing your purpose, writing your goals down,
committing, to them and staying focused gives you the power of clarity to write down a list of action steps.

8. Commit: This might sound obvious to you but it’s a step that has disastrous consequences when it’s taken
lightly. Without strong commitment you aren’t likely to follow through.

9. Stay focused: By focusing on your goals, you manifest. You may not know how you’ll reach your goals but
when you make a daily practice of focus, they become easier to reach.

10. Review: Make it part of your day to review your goals and take action. This keeps your goals alive and top
of mind.

Ques10.What are the patterns of communication? Give example for each. (MERIT)

Ans: Two patterns of communications are:
1. Horizontal communication.
2. Vertical communication.

1. Horizontal communication: - Between the department managers, or the employees, between the top
managements.

2. Vertical communication: - From top to bottom or bottom to top, ex: top management to department
managers, department managers to supervisors, supervisors to employees and so on, bottom to top means
employees to supervisors, supervisors to department managers and department managers to top management.

Ques:11. What are Ego states? Which Ego state do you operate most often? (MERIT)

Ans: Ego states are a consistent pattern of thinking, feeling and behaviour. Berne’s tripartite model is an
explanation of three main events that happen to all of us- childhood, the development of rational, logical
thinking and exposure to parental or significant others influence.
Each and every human being behaving in different ego states depending upon moment and person.
PAC
P-Parent ego state.
A- Adult ego state.
C- Child ego state.
Ego state which I operate most is – Adult ego state.
a. With my grandparents I am in adult ego state.
b. With my senior I behave in adult ego state.
c. When I am with my family and friends, I’m in adult ego state.

Ques12.List any 4 areas where you would like to be more persistent? How will you do it? (MERIT)

Ans: four areas in which I want to be more persistent are:

1. Compassion.
2. Trust.
3. Modest.
4. Generosity.
I will do it by
1. Compassion: By being helpful and empathic with everyone, I will become more compassion.
2. Trust: I will show my trust on others.
3. Modest: I will not show others what I am but let them know about me themselves.
4. Generosity: I will start to think more and increase interaction with people as it will show how generous I am.

Ques1.Does your "personality" need improvement? Why? (DISTINCTION)

Ans: Yes, we need personality improvement, my personality need improvement because when it comes to
polishing your skills and improving the possibilities are endless. If you make good use of the resources, you can
learn new skills and develop new ones, that is why I want to improve my personality because I want to be best
version of myself.
I want to develop a warmer personality by making good connections with others, learning new things.

Ques2.List 5 areas in which you hold negative attitudes. How can you change these to positive attitudes?
(DISTINCTION)

Ans: I possess negative attitudes in the below five areas and also have listed out the respective ways which I
follow to change them into positive ones.

1. Lack of interest in studies: Pay proper attention while teachers take class.
2. Overeating (Eat huge amount of oily and deep-fried foods): Do regular exercise.
3. Saying lies: Control mind and practice saying truth always in each situation.
4. Emotional (Get short tempered quickly): Perform meditation.
5. Playing mobile games: Divert my mind and spend time in outdoor games.

Ques3.How can you motivate people? Give example. (DISTINCTION)
Ans: - I can motivate people by telling them to:
a. Invest.
b. Teach.
c. Define.
d. Do favours in advance.
e. Communicate.
Example.
a. Invest: Your time in your team. Find out what your people’s goals, values, aspirations, and futures are all
about.

b. Teach: Your people how to win. Work to align what you expect with what others want and care about.

c. Define: How each person fits within the group. This will create a stronger sense of role identity, promote
team synergy and camaraderie and increase accountability.

d. Do favours in advance: Helping others inevitably promotes a reciprocal relationship. When you are in need,
you will have others willing to help.

e. Communicate: To others as they wish to be communicated to it’s simple: if we want to motivate others
toward a greater initiative or sense of accountability, them reach out to each person in the way he or she best
understands.

Ques4.What are the applications of Emotional Intelligence? Give examples explaining this application?
(DISTINCTION)

Ans: Emotional intelligence is the capacity to be aware of express one’s emotion and to handle interpersonal
relationships judiciously and empathetically.

Example: -
1. Improve communication: Build better work relationships. Improve decision making. Reduce negative effects
of stress.

2. Gratitude: The most effective way to cultivate positivity in your organisation is to acknowledge and reward
the behaviours you want.

Ques5 What are the blocks to efficient time management? How will "YOU" overcome them? (DISTINCTION)

Ans. Following are the blocks to efficient time management:
1. Interruptions.
2. Procrastination.
3. Mobile phone, internet and social media.
4. Television.
5. Inability to say no.
6. Unexpected visitors.

I can overcome them by:
1. Prioritize.
2. Schedule phone calls with end times when possible.
3. Set goals, achieve goals.
4. Using time management grid.
5. Do it now.
6. Avoid watching late shows as this will delay the day schedule.

Ques 6. What are the three factors essential for leadership to function effectively? (DISTINCTION)

Ans. The three leadership essential factors are:

1. Grow relationships:
(a) Take the initiative to clarify misunderstandings and repair damaged relationships.
(b) See people as individuals rather than resources.

2. Set clear direction:
(a) Eliminate low payoff efforts.
(b) Deploy the right people to the best opportunities.

3. Establish trust and demonstrate integrity:
(a) Do what you say you will do.
(b) Safeguard sensitive information.

Ques7.What are the barriers you faced while improving your communication? What will you do to overcome
them? (DISTINCTION)

Ans. Barriers that I face are:
a. The use of jargon.
b. Language differences and the difficulty in understanding unfamiliar accents.
c. Cultural differences.
d. Lack of attention, interest.
e. Non-verbal communication.

I overcome I do is:

a. The use of jargon - Practice, read books.

b. Language differences and the difficulty in understanding unfamiliar accents – Try to adapt to the situation
and learn language as soon as possible.

c. Cultural differences – Knowing about different cultures, their traditions and interaction will help me
overcome this problem.

d. Lack of attention, interest – Choose interesting topic.

e. Non-verbal communication – Learn more about non-verbal cues, gestures, posture and general body
language can make communication more effective and avoid phone calls, text messages and other
communication methods that rely on technology are often less effective than face to face communication.

Ques8. Explain the ladder of inference with an example. (DISTINCTION)

Ans. Ladder of inference are: Starting at bottom of the ladder
1. Reality and facts.
2. Selected reality.
3. Interpreted reality.
4. Assumptions.
5. Conclusions.
6. Beliefs.
7.Actions.

1. Reality and facts: There are reality and facts all around you and the first step in the ladder of inference is to
observe that information.
Example:
Employee shows up 20 minutes late, looking frazzled and frustrated and stops by to thank the receptionist for
taking his call.

2. Selected reality: Here’s the thing though it’s not often that we use all available, selected reality to make
decisions.
Example:
Employee shows up 20 minutes late.

3. Interpreted reality: Next up, we assign meaning to that information based on our own past experiences,
biases and beliefs.
Example:
Struggled with a previous employee who had no respect for schedules or timelines and was really difficult to
work with.

4. Assumptions: When we assign meaning to that data that equips us to make assumptions-to Ignore all of the
other realities and facts and jump to conclusions about what’s happening.
Example:
Current employee was late because he also doesn’t take schedules seriously.

5. Conclusions: From there, we transform our own assumptions into firm conclusions – again, without
considering all of the facts and realities we could’ve been presented with at the very beginning.
Example:
Currents employee needs to be reprimanded and reminded that they must show up to work on time.
Otherwise, this will snowball into an even larger problem.

6. Beliefs: Here’s where things can really become problematic, based on those conclusions we drew, we adopt
beliefs about the situations. We then use those beliefs and experiences to shape future judgments about similar
scenarios.
Example:
Any employee who shows up late has no regard for schedules and authorities and needs to be dealt with
accordingly.

7. Actions: With all of that in mind, we take action. But again, we are operation based on our own assumption
rather than fact.
Example:
Issues a strong warning about the importance of timelines.

Ques 9. Which of the five-team life-cycle stages occur after storming? (DISTINCTION)

Ans. The five stages that may occur after this storming are:

1. Conflict.
2. Competition.
3. Decrease in team performance.
4. Confusion on goal attainment.
5. Delay in chasing deadline.

Ques10.What Barriers did you face during your Project work? How can it be translated to your Desired Job?
(DISTINCTION)
Ans.

Ques11.How your Inter personal skills will help you to achieve your goal? (DISTINCTION)

Ans. (a) With good interpersonal skills I will be able to work well in a team or group and with other people more
generally. I will able to communicate effectively with others, whether family, friends and teachers.
Interpersonal skills are therefore vital in all areas of life at work, in education and socially.

(b) This skill which I need is full of information and practical advice that I can use to improve and develop my
interpersonal skills.

(c) Through awareness of how I interact with others and with practice, I can improve my interpersonal skills.

Ques12.What sort of moral values you are lacking and how you can develop the same? (DISTINCTION)

Ans. The moral values which I am lacking are:

1. Accountability:
Youth is that stage of life, where most of us makes some sort of mistake. But rarely somebody has the courage
to accept his / her fault. So, I will be accountable accept my mistakes.

2. Patience:
Life, nowadays, is moving at such a pace that the youth is becoming more and more impatient. Desires are
increasing at an alarming rate so I will work hard to get them because it also requires immense patience.

Hospitality – 1 Assignment

Learner’s Name
Raghu Roy, FIAT/KOL/20-21/636, N1 CAMAC
Course Title
Hospitality-1

Assessor’s Name
Sandeep Bhogal
Internal Verifier
Name

Unit Number and
Title
Unit 7 Hospitality – Room Management
Assignment Title
Hospitality-1
Outcome
Number(s) and
Statement(s)
Unit – 7
LO1 : Explore the growth of the hotel industry
LO2: Examine the effectiveness of front office
services LO3: Investigate the role of
housekeeping
LO4: Use Fidelio software for Hotel Room Management
Date Set
06/09/2021
Hand in Date
06/09/2021

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Name
Raghu Roy
Date
06/09/2021
Instruction
Your assignment will not be accepted
if it does not contain the list of source
details of the text material referred to
and the details of the people
contacted in accomplishing this
project and the tasks attached.

Introduction
Purpose/Aims
 Explain the growth of the hotel industry worldwide
 Compare the facilities of different types of hotels in
India
 Analyse the range of services provided by the
front office to meet guest expectations, using
appropriate terminology
 Explain the importance of the role of housekeeping
 Compare a range of amenities supplied for different
types of guests
 Demonstrate the reservation process through correct
use of Fidelio

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
11.Write your responses in the space provided below the questions
12.Review your answers before submitting the Assignment

TIMELINE: You can take upto One week to submit the Assignments

Ques 1. Select two renowned chains of hotels (one domestic & one International) and trace its
history right from the time of its inception. Also compare the facilities offered by the hotel
chains. Write your findings below. (PASS)

Ans. Domestic chain:
Domestic chain is Indian origin like Taj, ITC etc.
International chain:
International chain is foreign hotels which are working within our country.
Like Hilton, Holiday Inn, Le Meridien etc.

1. Domestic chain is Indian origin.
ITC HOTEL
Industry Hospitality
Founded 1975; 46 years ago
Headquarters Kolkata, India
Number of locations 70+
Area served India
Key people Sanjiv Puri
Owner ITC Limited
Website www.itchotels.com

 Evaluate the benefits of technology to the hotel, staff,
and guests who come into contact with the front
office.
Backgroun
d or
Scenario
You have been selected as a Front Office Assistant of a 5 star
Hotel. As part of your six months Probation you will undergo
on the job exposure in Accommodation Operations & handle
various situations which are typical to Hotel operations. On
successful completion of this period you will be deputed as a
Front Office Supervisor with independent responsibilities.
Keeping this in mind you should take a lot of initiative &
approach your assignments in an individualistic & creative
manner.

ITC Hotels is India's third largest hotel chain with over 100 hotels. It is based in the Hotels Division
Headquarters at Kolkata, West Bengal. It is part of the ITC Limited group of companies. ITC Hotels is
regularly voted amongst the best employers in Asia in the hospitality sector. ITC luxury collection,
which has 14 hotels, Welcome Hotels Fortune Hotels, which has 54 hotels with 4,446 rooms in 41
cities across India.

ITC Rama International, Aurangabad, ITC Grand Bharat, Gurugram ,ITC Maurya, New Delhi ,ITC Grand
Chola, Chennai,ITC Maratha, Mumbai,ITC Grand Central, Mumbai,ITC Sonar, Kolkata,ITC Royal Bengal,
Kolkata,ITC Fortune Park BBD, Lucknow,ITC Mughal, Agra,ITC Narmada, Ahmedabad (Opening in
2022),ITC Gardenia, Bengaluru,ITC Windsor, Bengaluru,ITC Kakatiya, Hyderabad,ITC Kohenur,
Hyderabad,ITC Rajputana, Jaipur,ITC Welcomhotel, Jodhpur,ITC Grand Goa Resort and Spa, Goa
(Previously, Park Hyatt Goa, before acquisition,ITC Hotel Colombo, Sri Lanka (Opening in 2022).

Facilities: -
1. Bed Type: King Bed.
2. VIEW: Garden View.
3. Air Conditioning.
4. Electric Kettle.
5. Iron/Ironing Board.
6. 24-hour Room Service.
7. Mineral Water.
8. Laundry Service.
9. In-room Dining.
10. Bathroom.
11. Smoking Room.
12. 24-hour Housekeeping.
13. Charging Points.
14. Reading Lamp.
15. Telephone.
16. Pillow Menu.
17. Closet.
18. Minibar.
19. Mirror.
20. Chair.
21. Cribs.
22. DVD Player.
23. TV.
24. Bathtub.
25. Shaving Mirror.
26. Hairdryer.
27. Towels.
28. Shower.
29. Slippers.
30. Bathrobes.
31. Toiletries.
32. Western Toilet Seat.

33. Bathroom Phone.
34. Dustbins.
35. Toilet Paper.
36. Hot & Cold Water.
37. Shoe Shine.
38. Sound Proofing.
39. Newspaper.

2.International chain is foreign hotels which are working within our country.
LE MERIDIEN

Type Subsidiary
Industry Hospitality
Founded 1972; 49 years ago
Founder Air France
Headquarters Bethesda, Maryland, United States
Number of locations 111 (October 2020)
Area served Worldwide
Parent Marriott International
Website le-meridien.marriott.com

Le Meridien is an upper-upscale, design-focused international hotel brand with a European
perspective. Originally founded by Air France in 1972 and later based in the United Kingdom, Marriott
now owns the chain.
The chain's hotels offered accommodation for Air France flight crews in major hub cities, and the
airline promoted the chain and handled reservations for it. The first Meridien Hotels property was a
1,000-room hotel in the heart of Paris, the Hotel Meridien Paris, today known as Le Méridien Etoile.
The chain grew to 10 hotels in Europe and Africa within two years and had 21 hotels spanning the
globe within six years.

Facilities: -
1. Bed Type: King Bed.
2. VIEW: City View.
3. Work Desk.
4. Cribs.
5. Bathtub.
6. Air Conditioning.
7. Heater.
8. Wi-Fi.
9. Electric Kettle.
10. Iron/Ironing Board.
11. Room Service.
12. In-room Dining.
13. Bathroom.
14. Mineral Water - additional charge.
15. Daily Housekeeping.
16. Laundry Service.

17. Charging Points.
18. Reading Lamp.
19. Telephone.
20. Pillow Menu.
21. Living Area.
22. Seating Area.
23. Mirror.
24. Hangers.
25. Chair.
26. Intercom.
27. Centre Table.
28. Blackout Curtains.
29. Dining Table.
30. Wooden Floors.
31. Minibar.
32. Sofa.
33. Pillows.
34. Woollen Blanket.
35. Cookies - additional charge.
36. Assorted Chocolates - additional charge.
37. Champagne - additional charge.
38. Drinks - additional charge.
39. Fruit Basket - additional charge.
40. Cake - additional charge.
41. Sparkling Wine - additional charge.
42. Cookie Platter.
43. Electronic Safe.
44. Safety.
45. Smoke Alarm.
46. TV.
47. Glasses.
48. Shaving Mirror.
49. Hairdryer.
50. Dental Kit.
51. Towels.
52. Shower.
53. Shower Cap.
54. Slippers.
55. Bathrobes.
56. Weighing Scale.
57. Toiletries.
58. Western Toilet Seat.
59. Shower Cubicle.
60. Bathroom Phone.
61. Dustbins.
62. Toilet Paper.

63. Hot & Cold Water.
64. Sewing Kit.
65. Alarm Clock.

compare the facilities offered by the hotel chains above mentioned between national and
international hotel.

Ques2. Explain how the Housekeeping department contributes towards earning hotel revenue.
Write your findings below. The findings should not exceed 10-15 sentences. Also, describe a
standard room in a hotel, exhibiting the basic amenities and facilities provided. (PASS)

Ans. Housekeeping means performing all the duties towards cleaning, maintaining orderliness and running a
house or a business property. In case of hotels, the housekeeping duties involve maintaining the hotel to the
best possible state in terms of cleanliness and keeping it at highly desirable ambience. A hotel survives on the
sale of room, food, beverages and other minor services such as the laundry, health club and spa. The
housekeeping department is one the major departments in any hospitality industry. None would like to visit a
place which not clean and well maintained. Everyone wishes to stay in a clean and pure ambience and here
comes the housekeeping department. Provide housekeepers with the right tools and equipment. The right
cleaning tools, like microfiber towels and mops, can improve cleanliness by not leaving lint behind. If the room
is well maintained and keeping the hotel clean and fulfilling needs of the customers and keeping the customer
satisfied with the service. It automatically increases the aesthetical appeal of the environment and hence helps
in earning revenues.

A standard room comes in the category of the hotel’s cheapest room. It is a type of single room, which
has a king-size bed, or as two beds — this room is decorated with two queen-size beds.

The basic amenities and facilities provide are: -

1. Amenities
i. Basic Toiletries.
ii. Internet/WIFI.
iii. City Guide.
iv. Tea/Coffee Making Machine.
v. Emergency/Exit Plans.
vi. Safe.
vii. Laundry.
viii. Do Not Disturb Sign.
ix. Stationery.
x. Towels.

2.Facilities
i. 24 Hour security.
ii. Poolside bar.
iii. Spa.
iv. Public computer.

v. Semi open & outdoor restaurant.
vi. Disable rooms & Interconnecting rooms.
vii. Car parking.
viii. Swimming pool/ Jacuzzi.

Ques 3. You have prepared a layout of a standard room as per the current scenario of the hotel
industry. After analysing the guest supplies, amenities, décor and cleaning standards, design a
standard room for future.
(You can describe the layout in a few lines)
Explain as to how the hotel with updated room facilities can create a niche in the industry.
(DISTINCTION)
OR Answer the Question below
Design a brochure with specially designed packages to up-sell a hotel in the off-season. Explain
how the various packages will be successful in bringing business during the off-season.
(DISTINCTION)

Ans. BROCHURE SPECIALLY DESIGNED PACKAGES (OFF-SEASON)
A. Free pick up and drop facilities at off season from station/airport to hotel.
B. Free passes to the nearest resort for two in week days.
C. 50% off on dining's.
D. 30% payback at guarantee booking of a double occupancy booking.
E. Pay for 3 nights and get one-night free stay at hotel.
F. Laundry service free.
G. Some of the offers.
H. 20% off in enrich saloon for stay of 2 nights in hotel.
I. 50% offer on breakfast, lunch or dinner.

This is the sure short way to start. Pull out your existing database of guests and look for those who
frequently visit your hotel who can be valuable to your business during the off-season months. Also,
look for guests who stay more often in your property compared to other hotels. If you find any, then
contact them through mails or social media and offer them deals during the off-season months. Make
sure your deals are for a limited period and ask the guests to avail them or refer someone who would
benefit out of the deals. Remember that your repeat customers are the best source of additional sales
at any given time in your business. Current Customers. Keep in touch with past and regular customers
and engage them with a reward programmed.
1. Promote with Local Businesses.
2. Type of Customer.
3. Promote on Social Media.
4. Discounts.
5. Special Packages.
6. Local events.
7. Keep up the Content.
All are this providing in off-season to increase revenue of our company. I made this Brochure design
for off-season, in all above points are to increase revenue and attracting customers towards our
company.

Hospitality 2 - Assignments

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner Name Raghu Roy Date 19/10/2021
Instruction Your assignment will not be accepted if it does not
contain the list of source details of the text material
referred to and the details of the people contacted
in accomplishing this project and the tasks
attached.

Purpose/Aims  Exhibit the ability to organize and explain how different types of outlets
meet the needs of different guests
 Demonstrate a range of operational skills for specific activities
 Compare the components of different types of meals.
 Devise a classical menu
 Consider and explain methods of cooking different types of food.
 Explain the importance of health and safety procedures for flight catering
 Produce a flow chart for a flight kitchen, explaining the meal planning process.
 Exhibit knowledge on preparation and serving beverages to an accepted
standard

Learner’s Name Raghu Roy
Course Title hospitality 2
Assessor’s Name Sandeep Bhogal
Internal Verifier Name
Unit Number and Title Unit 8, Hospitality – Food And Beverage Operations

Assignment Title

Preparation and service of beverages.
Outcome Number(s) and
Statement(s)
Unit 8:
LO1- Know how to provide effective food and beverage operations LO2-
Explore and define a range of menu courses , types and service
LO3- Investigate the provision of food and catering for flight kitchen operations LO4
- Demonstrate the techniques for the preparation and service of beverages
Date Set 19/10/2021 Hand In Date 19/10/2021

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
13. Write your responses in the space provided below the questions
14. Review your answers before submitting the Assignment

TIMELINE: You can take upto One week to submit the Assignments

Question 1. With the help of a comparison chart and pictures exhibit how different outlets
(any 2outlets) meet the needs of different types of guests. Present your findings in a
document not exceeding 10-15 sentences. You can get the required information online. (PASS)
Ans:

BAR
A bar, also known as a saloon or a tavern or
sometimes as a pub or club, is a retail business establishment that serves alcoholic beverages,
such as beer, wine, liquor, cocktails, and other beverages such as mineral water and soft
drinks. Bars often also sell snack foods, such as potato chips or peanuts, for consumption on
their premises. Some types of bars, such as pubs, may also serve food from a restaurant menu.

MENU
Wide menu of soft drinks, alcoholic beverages, and light snacks.
AMBIENCE
Informal, relaxed atmosphere, energetic music, colorful flashy lights.
SERVICE
Push-low seating, speedy service of cocktails, mocktails, and snacks.

COFFEE SHOP
A coffeehouse, coffee shop, or café is an
establishment that primarily serves coffee of various types, e.g. espresso, latte, and
cappuccino. Some coffeehouses may serve cold drinks, such as iced coffee, iced tea, and other
non-caffeinated beverages. A coffeehouse may also serve food, such as light snacks,
sandwiches, muffins, fruit, or pastries. Coffeehouses range from owner-operated small
businesses to large multinational corporations.

MENU
Short menu with hot and cold beverages, snacks, and light meals.
AMBIENCE
Informal ambience with light music and moderate lighting.
SERVICE
Quick and mid-priced service for high customer turnover.

Question 2. Prepare a three course table d’hôte menu card (lunch/dinner)
based on the classical menu sequence and with brief descriptions of the
components and method of cooking which go into the making of these dishes.
Write the same in the space below. (PASS)
Ans:

TABLE D’HOTE STARTER FISH CUTLET WITH SOUCE MAIN COURSE MUTTON
MASALA WITH PLAIN RICE

1.FISH CUTLET

a. Method of fish cutlet for the fish: 1 small piece ginger, 2 green chilies, 3
cloves garlic 3-4 raw as fillets For the base: 100 gm bread crumbs 1 egg 2
garlic cloves 1 small piece ginger 1 chili A few leaves of mint Salt, to taste 1
tsp turmeric 1 tsp red chili powder 1 tsp saunf 4-5 peppercorns 1 bread
slice 1 tsp oil Water, a dash Juice of 1/2 lemon 1 potato, boiled and
mashed 2 Tbsp flour, to coat Oil, to pan fry Mint leaves, to garnish
ingredients of fish cutlet.

2.PLAIN RICE

a. Method of fried rice: Bring 1 1/2 cups water to a boil in a medium
saucepan. Reduce heat to a simmer, cover, and cook until rice is tender and
has absorbed all the liquid, 16 to 18 minutes (check only toward the end of
cooking time). Remove from heat and let steam, covered, for 10 minutes.

3. MUTTON MASALA

a. Method of mutton masala : INGREDIENTS - 500 gms mutton
pieces/meat cut and washed well , 3 tbsp edible oil , 3 medium sized
onions finely sliced , 1 tbsp ginger garlic paste , salt to taste , 1 tbsp red
chili powder , ¼ tsp turmeric powder , 1 tbsp coriander seeds powder , ½
tsp cumin seeds powder , 2 tomatoes finely chopped , 1 cup yogurt/curd ,
2 tbsp chopped coriander leaves , 1 tsp mutton masala powder , ½ tsp
garam masala powder.

Question 3. With the help of a flow chart, detail the sequence of events that
take place in a flight kitchen prior to uplifting of meals for a flight. (You can also
write the steps in a numbered sequence). Analyse the importance of various
health and safety standards which are strictly followed during the process.
Share your findings below - not exceeding 10- 15 sentences. (PASS)

Ans:

1. Flow chart of a flight kitchen

Flow chart of a flight kitchen Food Reception Cold Storage Dry Storage Food
Preparation including thawing Hot kitchen Blast Chillers Chilled Storage Hot
Kitchen Assembly Tray Assembly Chilled Storage Hot Kitchen Assembly Tray
Assembly Chilled Storage Dispatch Loading Aircraft
Flow Chart of a flight kitchen The Schedule of Meal plan in flight Hot Breakfast:
Between 6.30am to 10.am Hot Snack: Between 10:00am To 12 pm Hot Lunch:
Between 12:pm to 2: 30.pm Hot Tea: Between 3:00am To 7:00pm Hot Dinner:
Between 7:00pm To 10:30pm.

Flight Kitchen Operation

1. Flight kitchen production is a typical form of mass catering, but has some
unique features distinct from food preparation in restaurants and hotels.

2. The time difference between food production in the flight kitchen and finally
serving it on board an aircraft with limited kitchen facilities makes flight
catering a high-risk food preparation operation.

3. The complexity of the production procedures in the flight kitchen also
increases with type of food preparation.

4. Major factors affecting the hygienic quality of the food are the size of the
operation, the complexity of the in-flight service, the number of airlines catered
for, the number of flights serviced during the day and the duration - of the
flights to be served.

Question 4. Demonstrate your knowledge of the service standards for any one
alcoholic beverage and one non- alcoholic beverage by mentioning the name of
the correct glass ware in which it should be served and writing down stepwise
the right method of serving these beverages along with accompaniments and
garnishes. (PASS)
Ans:
1. ALCOHOLIC BEVERAGES WHISKY

Introduction to Whisky is a type of distilled alcoholic beverage made form
fermented grain mash. Different grains are used for different varieties,
including barley, malted barley, rye, malted rye, wheat and maize(cork). Whisky
is aged in wooden casks, made generally of white oak, accepted that in the
United States corn whisky need not be aged.
Whisky is a strictly regulated spirit worldwide with many competing
denominations of origin and many classes and types. The typical unifying
characteristics of the different classes and type are the fermentation of grains,
distillation, and aging in word. Indian whisky is an exception, where grain
fermentation is not a requirement and the most common basis is fermented
molasses. The requirement for aging in wood is also not entirely Universal.
Popular brands in whisky, American whisky, Canadian whisky, English whisky,
Finnish whisky, German whisky, Indian whisky, Irish whisky, Japanese whisky,
scotch whisky, Thai whisky, welsh whisky.

GLASS WEARS USED TO SERVE WHISKY

On the rocks (only with ice) with club soda and ice neat
Accompaniments with seafood dishes such as scallops go well with sweet,
light, vanilla- tinged malts matured in bourbon casks. In general, smoky
whiskies such as Islay malts go well with fish, and are often drank with
oysters. Sushi can be paired with a variety of whiskies, but whisky
magazine found tarlike came out on top in testing. Ardbeg is also
recommended, due to its salty, briny quality.

2. NON-ALCOHOLIC SOFT DRINKS

A soft drink is a drink that typically contains carbonated water, a sweetener,
and a natural or artificial flavoring. The sweetener may be sugar, high-fructose
corn syrup, fruit juice, sugar substitutes, or some combination of these. Soft
drinks may also contain caffeine, colorings, preservatives, and other
ingredients.
Soft drinks are called "soft" in contrast to "hard drinks". Small amounts of
alcohol may be present in a soft drink, but the alcohol content must be less
than 0.5% of the total volume if the drink is to be considered non-alcoholic.
Fruit juice, tea, and other such non-alcoholic beverages are technically soft
drinks by this definition but are not generally referred to as such.

SERVICE PROCIDURE
Soft drinks may be served chilled, over ice cubes or at room
temperature. In rare cases, some soft drinks, such as Dr Pepper can
be served warm. Soft drinks are available in many formats, including
cans, glass bottles, and plastic bottles. Soft drinks are also widely
available at fast food restaurants, movie theaters, convenience

stores, casual dining restaurants, and bars from soda fountain
machines. Soda fountain drinks are typically served in paper or
plastic disposable cups in the first three venues. In casual dining
restaurants and bars, soft drinks are often served in glasses. Soft
drinks may be drunk with straws or sipped directly from the cups.

GLASS WEAR USED TO SEARVE
Accompaniments with pizza, burger wafers, french fries, samosa,
ham & chees snakes.

Question 5. Choose any one of the following themes and plan a dinner for
two keeping in mind the ambience and the suitability of the menu.
Valentine’s Day / Christmas / Diwali / New Year

Apply your knowledge of classical menu sequence and plan a three-course
menu listing in detail the ‘mise-en-place’ (cutlery, crockery, glassware, linen,
table set-up, ambience, entertainment etc.) which you intend to do. Give
evidence of research done to make the presentation authentic.
(MERIT)
Ans:
Valentine’s Day commemorates romantic love. Those lucky enough to be in love
on Valentine’s Day might find themselves at a romantic banquet. Announce the
arrivals of each couple and have them walk down a red carpet to their table.
Have a professional deejay or speaker announce the couples.
AMBIENCE

Top banquet tables with traditional and beautiful live red roses. Put one or
two in a bud vase or stand a dozen in the tables center in red, pink or
peach add a touch of romance to banquet tables by adding ruby red
candles. Place them on crystal pillars of varying heights or use tapered
candles. Satisfy a sweet tooth by placing a tray of delicate chocolate on
each banquet table. Place chocolate pieces on pink or red tissue paper
covering glass. Place heart pieces among each table along the center
around surrounding centerpieces. The food itself can be romantic. Items
that are traditionally romantic such as chocolate covered strawberries and
would be nice touches. On Valentine’s Day friends, family and couples
exchange gifts like jewelry, cards, poetry and chocolate in appreciation of
love and romance. People often incorporate food into a Valentine’s Day
celebration by cooking for loved ones or eating dinner at a restaurant.

SUITABILITY OF THE MENU
a. Lobster and steak dishes.
b. Heart-shaped pizzas.

c. Pasta in pink vodka sauce.
d. Dessert.

Question 6. With reference to the above event, do a market research (online) to
investigate the preferences of guests for dining at the specific theme dinner
offered by you. On the basis of your findings, analyse as to what improvements
you would like to incorporate for a more successful event in future. Write your
research below. (DISTINCTION)
Ans: FOR A FORMAL DINNER, THE COURSES GENERALLY ARE AS FOLLOWS:

Soup, fish, sorbet, main course with side dishes, cheese or fruit, dessert and
tea/coffee with petit fours.

(No dish should ever be repeated; however, crustaceans are an exception.
Dessert should be light if the main course is rich. Consider a balance of colors –
all white food is boring, so the emphasis should be in varying the colors of each
course, I will be ensuring the dishes complement each other.)

SETUP TABLE:

One of the first impressions a guest may have of the host is the table
presentation. A pink or red table cloth with a pretty overlay is often all
that is required to show off that tableware to its best. Add to this color
coordinated candles, a pretty posy of flowers to get a clear idea of the
space required to put the dinner plate I will be using on the table.

CUTLERY SETS:

The plate should be placed one thumb nail in from the edge of the table
And I will Place the side plate to the left of the dinner plate with the bread
knife on the right side of the plate, its blade turned to the left. Cutlery laid
with the main course knives and forks nearest the plate, and the other
courses working outwards until, on the very outside should be the cutlery
for the first course. Knives should be placed on the right blades pointing
inwards, forks on the left, while the soup spoon traditionally lies on the
knife side. Dessert spoons and forks are placed at the head of the plate
with the fork handle facing the left and the spoon handle to the right. If
The glass which accompanies the main course (the leading glass) is placed
directly above the dinner knife. Glasses which accompany courses before
the main dish are set before the leading glass and glasses which
accompany a course after the main dish are set behind the leading glass.
This order is important as it ensures the guest has unrestricted access to
the glassware for each course.

Travel Assignment

Learner’s Declaration
I confirm, the contents of the final assignment submitted, is based on personal research
and analysis.
Learner Name Raghu Roy Date 18/12/21

Instruction

Your assignment will not be accepted if it does not contain the list of source
details of the text material referred to and the details of the people
contacted in accomplishing this project and the tasks attached.

Learner Name
Raghu Roy
Course Title Travel Assignment
Assessor Name Suvra Banerjee
I.V. Name
Unit No. & Title Unit:5, Air Travel management
Outcome Numbers &
Statements
UNIT5
LO1-Examine the functions of international travel organizations
within the airline industry.

LO2- Demonstrate knowledge of aviation geography and
associated terminology.

LO3- Examine documents and regulations used in air travel.

LO4- Explore the options available when planning an itinerary and
making a booking.

Issue Date Submission Date 18/12/21

Purpose & Aims

 Explain the functions and responsibilities of travel organisations
 Evaluate the importance of international aviation conventions.
 Demonstrate knowledge of the geography of the aviation industry
 Use appropriate terminology associated with the aviation industry.
 Identify the main documents required by passengers
 Investigate different uses of the Travel Information Manual.
 Explain the planning process for an air travel itinerary
 Using timetables and tariffs produce a detailed itinerary and tickets
for a minimum five day tour.

Background
You are working in an Air travel organization like a Travel agency or a
Tour Operating company as a counter staff.

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
15. Write your responses in the space provided below the questions
16. Review your answers before submitting the Assignment

TIMELINE: You can take up to One week to submit the Assignments

Question. 1. A customer walks-in: he/she wants to go out on a tour with family. Plan the trip
according to the passenger’s necessities:
A) You are required to write about any 2 countries, travelling to two respective cities
in each of them. The choice of Countries/cities should have some history and tourist
attractions.
*Note: Minimum 2 and maximum 6 destinations in each city. (PASS)

B) Each country has its own travel set of laws: be explicit in explaining how to
reach that country along with the customs, currency, and the airport tax
regulation policy (if required). (PASS)
C)Prepare itinerary for the client. Itinerary prepared for the client should have
Day to Day itinerary for the passenger with a return journey planned from the
home country. (PASS)
Answer:
A) Ans: Travelling from India (Kolkata) to France and England two countries. France two cities
Paris and Lyon then England two cities London and Manchester will visit three Destinations.

I. FRANCE

1) PARIS
1. Eiffel Tower
2. Notre Dame Cathedral
3. Louvre Museum

2) LYON
1. Musée des Beaux Arts
2. Quartier Saint-Jean and Quartier Saint-Georges (Old Town)
3. Musée de la Civilisation Gallo-Romaine

II. ENGLAND

1) LONDON
1. London Eye
2. Tower of London
3. The View From The Shard

2) MANCHESTER
1. Castlefield
2. Manchester Cathedral
3. National Football Museum

I. FRANCE HISTORY

France, officially French Republic, French France or République Française, country of north
western Europe. Historically and culturally among the most important nations in the
Western world, France has also played a highly significant role in international affairs, with
former colonies in every corner of the globe. Bounded by the Atlantic Ocean and the
Mediterranean Sea, the Alps and the Pyrenees, France has long provided a geographic,
economic, and linguistic bridge joining northern and southern Europe. It is Europe’s most
important agricultural producer and one of the world’s leading industrial powers. France is
among the globe’s oldest nations, the product of an alliance of duchies and principalities
under a single ruler in the Middle Ages. The capital and by far the most important city of
France is Paris, one of the world’s preeminent cultural and commercial centres. A majestic
city known as the ville lumière, or “city of light,”.

1) PARIS
1. Eiffel Tower
What would Paris be without its symbolic Eiffel Tower? Built by Gustave Eiffel to
commemorate the centenary of the French Revolution, it is presented at the
Exposition Universelle in Paris in 1889. 324 meters high, it is one of the most visited
monuments in the world with nearly 7 million visitors a year. The first floor houses
the Eiffel Tower 58 which extends over two levels, 58 meters above the ground as
its name suggests. On the second floor, the view is the best at 115 meters because
you have a diving view on the ground below. Finally, on the 3rd floor at 275

meters, you can see what the office of Gustave Eiffel was. For the more
adventurous one, it is possible to use the stairs and climb the steps (1,665 to the
summit). The ascent of the Eiffel Tower is a must to enjoy the magnificent view of
Paris.
2. Notre Dame Cathedral
One of the most enduring symbols of Paris: Notre-Dame de Paris, also known as
Notre Dame, a Roman Catholic cathedral is located on the eastern half of the Ile de
la Cité. It is widely considered one of the finest examples of French Gothic
architecture in France and Europe. Begun in 1163 and completed in 1345, this
cathedral is a sight with its portals surrounded by his many sculptures and
gargoyles that adorn the roof. We advise you to walk around the cathedral, then go
inside and climb the 387 steps to the top of the towers. The climb to the top of the
towers can be exhausting, but you will get a panoramic view of the region and see
the famous gargoyles up close.

3. Louvre Museum
The Louvre is the most visited art museum in the world. Located in the heart of
Paris, this historic building is a former royal palace, with an area of 210,000 square
meters including 60,600 for the exhibitions. The museum is housed in the Louvre,
originally a fortress built in the late 12th century under Philip II. The remains of the
fortress are visible in the basement of the museum.
The collection is divided into eight departments: -
 Egyptian antiquities
 Oriental antiquities
 Greek, Etruscan and Roman
 Islamic Art
 Sculptures of the Middle Ages, Renaissance and Modern Times
 Objects of art
 Paintings
 Graphic arts.

2) LYON
1. Musée des Beaux Arts
The impressive cultural heritage of Lyon is evidenced in this Musée des Beaux-Arts,
considered the next best fine arts museum in France after the Louvre. At the Place
des Terreaux near the Hôtel de Ville (Town Hall), the museum occupies the 17th-
century Palais Saint-Pierre, a former Benedictine convent. This museum has one of
Europe's largest collections of artworks, with an especially impressive assortment
of paintings and sculptures from the 14th through the 20th centuries. The museum
also has an excellent collection of Impressionist paintings and modern art. The
antiquities, ancient coins, and graphic arts collections are also noteworthy. The
quality of the collection is exceptional. There are many renowned works by
European masters such as Delacroix, Géricault, Rembrandt, Rubens, Poussin, and
Veronese’s museum's restaurant and tea salon, Les Terrasses Saint-Pierre, offers a
casual dining option for lunch, snacks, coffee, and tea. During summertime, guests
may dine al fresco on the terrace in the gardens.

2. Quartier Saint-Jean and Quartier Saint-Georges (Old Town)
Lyon's atmospheric Quartier Saint-Jean is the place to discover the old-world
ambience of Vieux Lyon. This medieval quarter north of the cathedral is filled with
narrow cobblestone lanes and quiet little courtyards.Begin exploring around Rue
du Boeuf and the Place Neuve Saint-Jean, a picturesque square filled with
traditional restaurants. Then wander around the pedestrian streets of Rue Saint-
Jean and Rue des Trois Maries. There are many inviting shops and cafés along the
way. Continue until reaching the Hôtel de Gadagne at the Place du Petit Collège.
This 15th-century mansion houses two excellent museums. The Musée d'Histoire
de Lyon (History Museum) illustrates the history of the city-from antiquity through
the Middle Ages and Renaissance up to the 20th century. The Musée des Arts de La
Marionnette (Puppet Museum) displays marionettes from all over the world. A
short stroll away from the Gadagne museums is Théâtre Le Guignol de Lyon (2 Rue
Louis Carrand), where the Compagnie M.A. marionette company performs.
Attending a traditional puppet show is one of the most entertaining things to do in
Lyon. Performances are in French.Another place to watch a marionette
performance is in the Quartier Saint-Georges, at the Théâtre La Maison de Guignol
puppet theater (Place de la Trinité, 2 Montée du Gourguillon). Performances are in
French; check the schedule in advance. The theater is a short walk from the
Cathédrale Saint-Jean-Baptiste, and a few steps away is the Café du Soleil (2 Rue
Saint-Georges), a great place to enjoy an authentic Lyonnais meal.

3. Musée de la Civilisation Gallo-Romaine
Lyon stands on the site of the ancient Roman city called Lugdunum, founded in 43
BC, which was the capital of Gaul. This superb Museum of Archaeology displays
Gallo-Roman-era objects including vases, gravestones, mosaics, statues, coins, and
ceramics. The antiquities displayed are from onsite digs (from the city of
Lugdunum) as well as nearby Roman archaeological sites of Saint-Romain-en-Gal
and Vienne. The collection is renowned for its breadth and variety. Highlights of
the collection include a monumental Hercules sculpture, decorative marble work
from ancient baths, and a magnificent 100-square-meter floor mosaic depicting
images related to the God of Oceans. The museum also extends to the archaeology
site that is nearby, about 300 meters from the museum. This site boasts the oldest
ancient ruins in France, including two Roman theaters. The Grand Théâtre dating
back to 15 BC was where tragedies and comedies were performed. The Odéon was
the theater for musical performances. There are also the foundations of a temple
that was devoted to the Goddess Cybele.

II. ENGLAND HISTORY

England, predominant constituent unit of the United Kingdom, occupying more than half
of the island of Great Britain. Outside the British Isles, England is often erroneously
considered synonymous with the island of Great Britain (England, Scotland, and Wales)
and even with the entire United Kingdom. Despite the political, economic, and cultural
legacy that has secured the perpetuation of its name, England no longer officially exists as
a governmental or political unit—unlike Scotland, Wales, and Northern Ireland, which all
have varying degrees of self-government in domestic affairs. It is rare for institutions to
operate for England alone. Notable exceptions are the Church of England (Wales, Scotland,
and Ireland, including Northern Ireland, have separate branches of the Anglican

Communion) and sports associations for cricket, rugby, and football (soccer). In many ways
England has seemingly been absorbed within the larger mass of Great Britain since the Act
of Union of 1707.

1) LONDON
1. London Eye
Enjoy amazing 360-degree views over London from the London Eye, a rotating
observation wheel which is 135 metres (443 ft) high. Climb aboard one of the 32
glass capsules of the London Eye for unforgettable views of some of London's most
famous landmarks. Take in amazing 360-degree views as the capsule slowly rotates
over the river Thames.

2. Tower of London
Take a tour with one of the Yeoman Warders around the Tower of London, one of
the world's most famous buildings. Discover its 900-year history as a royal palace,
prison and place of execution, arsenal, jewel house and zoo! Gaze up at the White
Tower, tiptoe through a medieval king's bedchamber and marvel at the Crown
Jewels.Despite the Tower of London's grim reputation as a place of torture and
death, within these walls you will also discover the history of a royal palace, an
armoury and a powerful fortress. Don't miss Royal Beasts and learn about the wild
and wonderous animals that have inhabited the Tower, making it the first London
Zoo.Discover the priceless Crown Jewels, join an iconic Beefeater on a tour and
hear their bloody tales, stand where famous heads have rolled, learn the legend of
the Tower's ravens, storm the battlements.

3. The View From The Shard
Experience 360-degree views over London with a visit to The View from The Shard.
At more than 1,000ft (300 meters) tall, The Shard in London Bridge is almost twice
as high as any other building in the city. Rise high above London and see the city's
iconic skyline from a unique perspective, with views stretching up to 40 miles
(64km). Spot the likes of the London Eye, St Paul's Cathedral and Wembley Stadium
from The View from The Shard's observation deck, which sits 800ft (244m) up
western Europe's tallest building.
2) MANCHESTER
1. Castlefield
Designated an Urban Heritage Park, Castlefield is an excellent place to begin
exploring Manchester. A walk among the lovingly restored Victorian houses along
the old canals or through the reconstructed Roman Fort is time well spent. Be sure
to explore the Bridgewater Canal, constructed in 1761 to transport coal from the
mines at Worsley to Manchester. The many old warehouses that line the canal
have been restored and turned into offices, shops, hotels, and restaurants. A trip
on one of the Bridgewater tour boats is highly recommended. Other interesting
tourist attractions include the Castlefield Art Gallery, with its exhibitions of
contemporary art, and Bridgewater Hall, home to the Hallé Orchestra and first-
class concerts.

2. Manchester Cathedral
Perched on the banks of the River Irwell, Manchester Cathedral – officially the
Cathedral and Collegiate Church of St. Mary, St. Denys, and St. George – dates
mostly from 1422 to 1506 and was raised to cathedral status in 1847. Particularly
attractive are its chapels on both sides of the nave and choir. It was built between

1486 and 1508 with further additions and alterations in almost every subsequent
century. Of particular note are the choir stalls, with some of the most richly
decorated misericords in the countries. John's Chapel is the chapel of the
Manchester Regiment, and the little Lady Chapel has a wooden screen dating from
1440. The octagonal chapterhouse, built in 1465, has murals that include a figure of
Christ in modern dress.

3. National Football Museum
Home to two of Europe's top football teams – Man City and Man United –
Manchester is a great place to pay homage to the country's favorite sport. First
stop should be the National Football Museum. This football shrine features
fascinating memorabilia related to the sport, including such gems as the very first
rulebook, as well as historic trophies and clothing. A variety of great short movies
show the history of the sport, while fun hands-on (and feet-on, for that matter)
displays provide plenty of additional entertainment for youngsters. Check their
website for details of special events and programs. It’s also worth paying a visit to
one (or both) of the Manchester teams' home stadiums. Manchester City's Etihad
Stadium offers a variety of fun tour options, including behind-the-scenes and
deluxe dinner tours. Old Trafford – home to Manchester United – offers guided
tours that allow access to private boxes and the chance to tread the field itself.

B) Ans:
1. France Customs, Currency & Airport tax

Customs Rules

 Import regulations:
Free import to passengers arriving with goods purchased within the EU which are
for personal use only (including the French Overseas Departments of Guadeloupe,
French Guiana, Martinique and Reunion):

 tobacco products, for passengers aged 17 and over:
- 800 cigarettes;
- 400 cigarillos;
- 200 cigars;
- 1kilogram of pipe or cigarette tobacco;

 alcoholic beverages, for passengers aged 17 years and older:
- 10 liters of spirits over 22%;
- 20 liters of alcoholic beverages less than 22%;
- 90 liters of wine (though no more than 60 liters of sparkling wine);
- 110 liters of beer.
-Free import to passengers arriving from non-EU Member States (including
Canary Islands, Channel Islands)

 tobacco products, for passengers aged 17 years and over:
- 200 cigarettes; or
- 100 cigarillos (max. 3 grams each); or
- 50 cigars; or
- 250 grams of smoking tobacco; or
- a proportional mix of these products;

 alcoholic beverages, for passengers aged 17 years and older:
- 1 liter of spirits over 22% volume, or non-denatured ethyl alcohol with more
than 80% volume; or
- 2 liters of spirits or aperitifs made of wine or similar beverages less than 22%
volume, or sparkling wines or liquor wines; or
- a proportional mix of these products; and in addition
- 4 liters still wine; and
- 16 liters of beer; medicines, sufficient for personal requirements; other goods
(for air travelers) up to a total value of EUR 430.- (per adult) or EUR 150.- (per
passenger aged under 15 years). Such amounts cannot be cumulated by several
people. Gold/jewellery: must be declared except personal jewellery not
exceeding a total weight of 500 grams if it is in regular situation.

 Export regulations:
Gold/jewellery must be declared except personal jewellery not exceeding a total
weight of 500 grams if it is in regular situation.

Currency

Local currency (Euro - EUR) and foreign currencies: no restrictions if arriving from or
traveling to another EU Member State.
If arriving directly from or traveling to a country outside the EU: amounts exceeding EUR
10,000. - or more or the equivalent in another currency (incl. banker's draft and
cheques of any kind) must be declared.

Airport Tax

No airport tax is levied on passengers upon embarkation at the airport.

2. United Kingdom Customs, Currency & Airport Tax

Customs

 Import regulations:
Free import of one from the following:
 tobacco products:
- 200 cigarettes;
- 100 cigarillos (max. 3 grams each);
- 50 cigars;
- 250 grams of pipe or cigarette tobacco;

- 200 sticks of tobacco for electronic heated tobacco devices.

 alcoholic beverages for passengers of 17 years of age or older:
- 42 liters of beer;
- 18 liters of wine (still);
- 4 liters of spirits and other liquors over 22% alcohol;
- 9 liters of sparkling wine, fortified wine (for example port, sherry) and
other alcoholic drinks up to 22% alcohol (not including beer or still wine).

Currency

 Import and Export:
Local currency (Pound Sterling-GBP) and foreign currencies: no restrictions if arriving
from or traveling to another EU Member State .If arriving directly from or traveling to a
country outside the EU: amounts exceeding EUR 10,000.- or more or the equivalent in
another currency (incl. banker’s draft and cheques of any kind) must be declared.

Airport Tax

No airport tax is levied on passengers upon embarkation at the airport.

C)Ans: Kolkata (India) To France To England And Back To Kolkata (India)

DAY 1
Kolkata (India) to Paris (France): Journey start from Kolkata (India)
Air India
Kolkata (India) (Airport)
To
New Delhi (India) (Airport)
(layover in New Delhi (DEL) Change of Planes)
Air India
New Delhi (India) (Airport)
To
Paris (France) (Airport)
To
Hotel Park Lane Paris (Hotel) (Paris) (France)
(Pick from airport by car)

DAY 2
Hotel Park Lane Paris (Hotel) (Paris) (France)
To Visit

Eiffel Tower (Paris) (France)
Back To
Hotel Park Lane Paris (Hotel) (Paris) (France)

DAY 3
Hotel Park Lane Paris (Hotel) (Paris) (France)
To Visit
Notre Dame Cathedral (Paris) (France)
Then Visit
Louvre Museum (Paris) (France)

DAY 4
Air France
Paris (France) (Airport)
To
Lyon (France) (Airport)
To
Radisson Blu Hotel (Hotel) (France)
(Pick from Airport by Car)
To Visit
Musée des Beaux Arts (Lyon) (France)
Back To
Radisson Blu Hotel (Hotel) (Lyon) (France)

DAY 5
Radisson Blu Hotel (Lyon)(Hotel) (France)
To Visit
Quartier Saint-Jean and Quartier Saint-Georges (Old Town) (Lyon) (France)
Then visit
Musée de la Civilisation Gallo-Romaine (Lyon) (France)

DAY6
British Airways
Lyon, France (Airport)
To
London (Heathrow Apt) (England) (United Kingdom) (Airport)
To
The Montcalm at the Brewery London City (Hotel) (London) (England) (United
Kingdom)
(Pick from Airport by car)

DAY 7
The Montcalm at the Brewery London City (Hotel) (London) (England) (United
Kingdom)

To visit
London Eye (London) (England) (United Kingdom)
Back to
The Montcalm at the Brewery London City (Hotel) (London) (England) (United
Kingdom)

DAY 8
The Montcalm at the Brewery London City (Hotel) (London) (England) (United
Kingdom)
To Visit
Tower of London (London) (England) (United Kingdom)
Then Visit
The View From The Shard (London) (England) (United Kingdom)
DAY 9
British Airways
London (Heathrow Apt) (England) (United Kingdom) (Airport)
To
Manchester (England) (United Kingdom) (Airport)
To
Citysuites Aparthotel (Hotel) (Manchester) (England) (United Kingdom)
(Pick from Airport by car)
To visit
Castlefield (Manchester) (England) (United Kingdom)
Back to
Citysuites Aparthotel (Hotel) (Manchester) (England) (United Kingdom)

DAY 10
Citysuites Aparthotel (Hotel) (Manchester) (England) (United Kingdom)
To visit
Manchester Cathedral (Manchester) (England) (United Kingdom)
Then Visit
National Football Museum (Manchester) (England) (United Kingdom)

DAY 11
British Airways
Manchester (England) (United Kingdom) (Airport)
To
London (Heathrow Apt) (England) (United Kingdom) (Airport)
(Change of Planes | layover in London - Heathrow Apt)
British Airways
London (Heathrow Apt) (England) (United Kingdom) (Airport)
To
Mumbai (India) (Airport)

(Change of Planes | layover in Mumbai)
Vistara
Mumbai (India) (Airport)
To Finally reach
Kolkata (India) (Airport)
Journey end.

Question2
A). Give an explanation about the international travel organisations (Merit)
 IATA
Answer
The International Air Transport Association (IATA) is a trade association of the
world's airlines founded in 1945.IATA supports airline activity and helps
formulate industry policy and standards. It is headquartered in Canada in the city
of Montréal, with executive offices in Geneva, Switzerland.

 UFTAA
Answer
The Universal Federation of Travel Agents Association (UFTAA) is a federation
of national associations of travel agents and tour operators and is the largest
world body representing the travel industry.
 PATA
Answer
The Pacific Asia Travel Association (PATA) is a membership association working
to promote the responsible development of travel and tourism in the Asia Pacific
region.

 ICAO
Answer
The International Civil Aviation Organization (ICAO) creates regulations for
aviation safety, security, efficiency and regularity and environmental protection.
The organization also regulates operating practices and procedures covering the
technical field of aviation.

 Warsaw Convention
Answer
The Convention for the Unification of certain rules relating to international
carriage by air, commonly known as the Warsaw Convention, is an international
convention which regulates liability for international carriage of persons,
luggage, or goods performed by aircraft for reward. Signed: 12 October 1929,
Parties: 152
Effective: 13 February 1933.

 Montreal Convention
Answer
The Montreal Convention is a multilateral treaty adopted by a diplomatic
meeting of ICAO member states in 1999. It amended important provisions of the
Warsaw Convention's regime concerning compensation for the victims of air
disasters. Signed: 28 May 1999, Effective: 4 November 2003.

 Chicago Convention
Answer
The Convention on International Civil Aviation, also known as the Chicago
Convention, established the International Civil Aviation Organization, a
specialized agency of the UN charged with coordinating international air travel.
Signed: 7 December 1944, Effective: 4 April 1947.

B) The client is probing to find how knowledgeable you are in the Travel Industry, to see if you
are qualified enough to prepare this package for him. So he has put forward a new question
for
you. Please write your response/s below. (Merit)

 “Can you please explain ‘the freedoms of the air’ with regard to my package? Which
freedoms are applicable to my route, using the route and airlines that you have chosen
for my tour package?

*Note – Please explain the different freedoms of the air and then present the applicable
freedoms which are achieved in the package

Answer-
FREEDOMS OF THE AIR

1. FIRST FREEDOM OF THE AIR - the right or privilege, in respect of scheduled international
air services, granted by one State to another State or States to fly across its territory
without landing (also known as a First Freedom Right).

2. SECOND FREEDOM OF THE AIR - the right or privilege, in respect of scheduled
international air services, granted by one State to another State or States to land in its
territory for non-traffic purposes (also known as a Second Freedom Right).

3. THIRD FREEDOM OF THE AIR - the right or privilege, in respect of scheduled international
air services, granted by one State to another State to put down, in the territory of the first
State, traffic coming from the home State of the carrier (also known as a Third Freedom
Right).

4. FOURTH FREEDOM OF THE AIR - the right or privilege, in respect of scheduled
international air services, granted by one State to another State to take on, in the territory
of the first State, traffic destined for the home State of the carrier (also known as a Fourth
Freedom Right).

5. FIFTH FREEDOM OF THE AIR - the right or privilege, in respect of scheduled international
air services, granted by one State to another State to put down and to take on, in the
territory of the first State, traffic coming from or destined to a third State (also known as a
Fifth Freedom Right).

6. SIXTH FREEDOM OF THE AIR - the right or privilege, in respect of scheduled international
air services, of transporting, via the home State of the carrier, traffic moving between two
other States (also known as a Sixth Freedom Right). The so-called Sixth Freedom of the Air,
unlike the first five freedoms, is not incorporated as such into any widely recognized air
service agreements such as the "Five Freedoms Agreement".

Freedoms Are Applicable to My Route, The Route and Airlines That I Have Chosen
for My Tour Package. -
MY ROUTE IS
BELOW

 Kolkata (India) to Paris (France)
Air India
Kolkata (India) (Airport)
To
New Delhi (India) (Airport)
(layover in New Delhi (DEL) Change of Planes)
Air India
New Delhi (India) (Airport)
To
Paris (France) (Airport)

Frist Route is KOLKATA (INDIA) TO PARIS (FRANCE) and Airline is AIR INDIA (India
home country) so, is applicable THIRD FREEDOM OF THE AIR.

 Paris (France) to Lyon (France)
Air France
Paris (France) (Airport)
To
Lyon (France) (Airport)

Second Route is PARIS (FRANCE) TO LYON (FRANCE) and Airline AIR FRANCE
(France home country) so it is domestic air which are not applicable any FREEDOM
OF THE AIR.

 Lyon (France) to London (England) (United Kingdom)
British Airways
Lyon, France (Airport)
To
London (Heathrow Apt) (England) (United Kingdom) (Airport)

Third Route IS LYON (FRANCE) TO LONDON (ENGLAND) (UNITED KINGDOM) and
Airline is BRITISH AIRWAYS (UK home country) so, is applicable FOURTH FREEDOM
OF THE AIR.

 London (England) (United Kingdom) to Manchester (England) (United Kingdom)

BRITISH AIRWAYS
London (Heathrow Apt) (England) (United Kingdom) (Airport)
To
Manchester (England) (United Kingdom) (Airport)

Fourth Route is LONDON (ENGLAND) (UNITED KINGDOM) TO MANCHESTER
(ENGLAND) (UNITED KINGDOM) and Airline is BRITISH AIRWAYS (UK home
country) so, it is domestic air which are not applicable any FREEDOM OF THE AIR.

 Manchester (England) (United Kingdom) to Kolkata (India)
British Airways
Manchester (England) (United Kingdom) (Airport)
To
London (Heathrow Apt) (England) (United Kingdom) (Airport)
(Change of Planes | layover in London - Heathrow Apt)
British Airways
London (Heathrow Apt) (England) (United Kingdom) (Airport)
To
Mumbai (India) (Airport)
(Change of Planes | layover in Mumbai)

Vistara
Mumbai (India) (Airport)
To
Kolkata (India) (Airport)

Fifth Route is MANCHESTER (ENGLAND) (UNITED KINGDOM) TO KOLKATA (INDIA)
and Airline is BRITISH AIRWAYS (UK home country) so, is applicable THIRD
FREEDOM OF THE AIR and VISTARA is domestic air which are not applicable any
FREEDOM OF THE AIR.

Question3. Why do you think your package is of good quality? Can you please elaborate?

Can you compare your package with a similar package of any other tour operator and tell the
client of the advantages of your package.
(Distinction)

Note- Give the highlights, advantages of the packages including the relevant measures taken
while making the package and how all those measures has helped package and passenger
directly or indirectly ie; by saving time, money, making the tour more interesting etc.

Answer:
Kolkata (India) To Paris (France) To Lyon (France) Then London (England) (United Kingdom) To
Manchester (England) (United Kingdom) And Back to Kolkata (India)
PACKAGE
Air India
Kolkata (India) (Airport) To New Delhi (India) (Airport)
Air India
New Delhi (India) (Airport) To Paris (France) (Airport)
Then stay in Hotel Park Lane Paris (Hotel) (Paris) (France)

To Visits
Eiffel Tower (Paris) (France), Notre Dame Cathedral (Paris) (France) and Louvre
Museum (Paris) (France)
Air France
Paris (France) (Airport) To Lyon (France) (Airport)
Then stay in Radisson Blu Hotel (Hotel) (Lyon) (France)
To Visits
Musée des Beaux Arts (Lyon)(France), Quartier Saint-Jean and Quartier Saint-Georges
(Old Town) (Lyon)(France) and Musée de la Civilisation Gallo-Romaine (Lyon)(France)
British Airways
Lyon, France (Airport) To London (Heathrow Apt) (England) (United Kingdom) (Airport)
Then stay in the Montcalm at the Brewery London City (Hotel) (London) (England)
(United Kingdom)
To visits
London Eye (London) (England) (United Kingdom), Tower of London (London) (England)
(United Kingdom) and The View From The Shard (London) (England) (United Kingdom)
British Airways
London (Heathrow Apt) (England) (United Kingdom) (Airport)To Manchester (England)
(United Kingdom) (Airport)
Then stay in Citysuites Aparthotel (Hotel) (Manchester) (England) (United Kingdom)
To visits
Castlefield (Manchester) (England) (United Kingdom), Manchester Cathedral
(Manchester) (England) (United Kingdom) and National Football Museum
(Manchester) (England) (United Kingdom)
British Airways
Manchester (England) (United Kingdom) (Airport)
To London (Heathrow Apt) (England) (United Kingdom) (Airport)
(Change of Planes | layover in London - Heathrow Apt)
British Airways
London (Heathrow Apt) (England) (United Kingdom) (Airport)
To Mumbai (India) (Airport)
(Change of Planes | layover in Mumbai)
Vistara
Mumbai (India) (Airport)To Kolkata (India) (Airport)
OUR PACKAGE COST INR 6,10,999(INCLUDING ALL TAXES)
 We will be providing car from airports to hotels and Visit places those are listed our
package.
 We are providing delicious meal (Breakfast, Lunch, Dinner).

Similar package is provided ROY TRAVEL AGENCY cost INR 6,03,999 (INCLUDING ALL TAXES)
but they do not give any meal and they provide hotels not good enough from us ,If you are
comparing with us, we provide all necessary things which feel comfortably stay and visits for
tourist , save money, time and comfortable journey we provide. This is more valuable from
ROY TRAVEL AGENCY though they have charged package price is less than us but we provide
better from them in effective price if you compare our package from them.

FOOD AND BEVERAGE ASSESSMENT – TEST
3
(Each question carries ½ a mark. Total marks 50)

Student’s Name: Raghu Roy

Batch Code: N1 Centre: Camac

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
17.Write your responses in the space provided in/below the questions
18.Review your answers before submitting the Assignment

TIMELINE: You can take upto 2 hours to submit the Assignments

A Fill in the blanks

1. The Menu card is the silent salesperson of the restaurant.
2. The Table d'Hote menu is fixed and offers a limited number of
choices and limited portions.
3. Room service _ is an outlet that serves food to a guest in his
room.
4. Cafe Service is offered in a Coffee Shop.
5. Caviar is a soup made from shellfish puree with cream as a
thickening agent.
6. Sorbets are flavoured with fruit juice .
7. English Breakfast _is considered to be the heaviest breakfast.
8. After lunch and dinner coffee is served in a vessel .
9. In Spit Roasting, the marinated food to be cooked is put onto a
rotisserie .
10. Tea is a combination of boiling and steaming.
11. The traditional food of Japan is based on rice with miso soup.
12. Gingelly oil is common in the south India since it
imparts a fragrant nutty aroma.
13. Heating suspension is commercially made from yeast extract.
14. A garnish enhances the appearance and the presentation of the
sandwich.
15. Gazpacho andaluz is a cold soup from Spain.

B Tick the correct option
1. This is an outlet which specializes in grilled and roasted meat,
poultry and fish dishes.
Rotisserie Cafeteria

Write the correct choice: Rotisserie
2. In this menu, items are individually priced and cooked to
order. Plat du jour A la carte

Write the correct choice: A la carte

3. A slice of fish without the bone or skin is called a . Steak Fillet
Write the correct choice: Fillet

4. is the first meat course in the classical French
menu. Entree Releve

Write the correct choice: Entree

5. This is the lightest breakfast.
American Breakfast Continental Breakfast

Write the correct choice: Continental Breakfast

6. A function booking is taken on a .

Banquet Order Proforma Banquet Order Ticket
Write the correct choice: Banquet Order Proforma

7. A service tray is called a .
Platter Salver
Write the correct choice: Platter

8. Another name for a milk jug.
Pitcher Creamer

Write the correct choice: Pitcher

9. It is a Moist Heat cooking method.
Baking Steaming

Write the correct choice: Steaming

10. This cuisine is known for the use many diverse seafood and
woodland delicacies.

Fujian cuisine Cantonese cuisine

Write the correct choice: Fujian cuisine

11. One popular Indian spice mix
Garam masala Haradhania

Write the correct choice: Garam masala

12. A basic sauce is also called a _.
mother sauce hollandaise sauce

Write the correct choice: mother sauce

13. Another name for White Sauce
Béchamel sauce Espagnole sauce

Write the correct choice: Béchamel sauce

14. A garlic flavoured mayonnaise sauce.
Tartare Sauce Aioli Sauce

Write the correct choice: Aioli Sauce

15. Dressing used for Russian Salad
Vinaigrette Dressing Mayonnaise Dressing
Write the correct choice: Mayonnaise Dressing

16. It is an Indian version of a sandwich.
Vada Pav Burger

Write the correct choice: Vada Pav

17. A variety of bread served for breakfast.
Croissant Black forest Pastry

Write the correct choice: Croissant

18. An alcohol flavored with juniper berry
Vodka Gin

Write the correct choice: Gin

19. The food production on a cruise liner is
. Centralized De-centralized.

Write the correct choice: Centralized
20. In a flight kitchen cooked food is frozen in a _.
Freezer Blast Chiller

Write the correct choice: Blast Chiller

21. Brandy is served in a .
Roly Poly glass Brandy Snifter

Write the correct choice: Brandy Snifter

22. This outlet serves food and beverage to a guest in his
room.
In-room Dining All Day Dining

Write the correct choice: In-room Dining

23. This type of wine is drunk chilled.
White wine Red wine

Write the correct choice: White wine

24. This beverage is mostly drunk as Shots.
Brandy Tequila

Write the correct choice: Tequila

25. This is a wine made from rice.
Sake Champagne

Write the correct choice: Sake

C True/ False

1. Service offered in a restaurant is American Service. True/ False
Ans. True

2. A Bar specializes in distilled beverages. True/ False
Ans. True

3. Menus should be planned based on the culinary skills of the chefs in
the kitchen. True/ False
Ans. True

4. Entrée is the first main course and consists of large joints of meat
and poultry. True/ False
Ans. True

5. Black coffee is usually served at the end of a meal. True/ False
Ans. True

6. After a meal, place the bill in a folder, at the right of the cover. True/ False
Ans. True

7. The dessert buffet is set up independent of the food buffet. True/ False
Ans. True

8. In a restaurant there is Silver Service. True/ False
Ans. True

9. For banquets square tables offer the largest seating capacity on a per
table basis. True/ False
Ans. False

10. Foods, like beans, actually become more nutritious after cooking. True/
False
Ans. True

11 . Moist Heat cooking methods include baking and grilling. True/ False
Ans. True

12 . Traditionally, grilling involves cooking marinated food by subjecting
it to slow heat over a coal fire. True/ False
Ans. True

13 . Liquid like water, milk, coconut milk or stock is used as a medium to cook
the food. True/ False
Ans. True

14 . Stir Frying is done in a shallow pan. True/ False
Ans. True

15 . Fresh live seafood is a main ingredient in Cantonese cuisine. True/
False
Ans. False

16 . Japan has an indigenous form of sweets called wagashi. True/ False
Ans. True

17 . Hindus consume beef, Muslims eat pork. True/
False
Ans. False

18 . Rice is the main component in Thai food. True/
False
Ans. True

19 . Sauces enhance the flavour and taste of food. True/ False
Ans. True

20 . For a salad always use the freshest ingredients available. True/
False
Ans. True

21 . Always shred lettuce with your fingers. True/ False
Ans. False

22 . An Open Sandwich uses two slices of bread. True/ False
Ans. False

23 . Tonic water is an accompanying beverage for gin. True/False
Ans. True

24 . On a cruise liner, all food and beverage service is included in the fare.
True/False.

Ans. True

25. In a flight kitchen food production is de-centralized. True/False.

Ans. True

D Answer in one sentence

1. What is an Outlet?
Ans. An outlet is a store, shop or other commercial establishment selling
goods direct to the public.

2. Which outlets in a hotel operate 24hours a day?
Ans. A coffee shop is outlets in a hotel operate 24hours a day.

3. What types of service are provided by the Snack Bar?
Ans. Snack bars sell hot dogs, hamburgers, french fries, potato chips, corn
chips and other foods of service are provided by the Snack Bar.

4. Define ‘Menu’?
Ans. The menu is a list of food and beverages offered to customers and the
prices.

5. What is a Cyclic Menu?
Ans. A cycle menu is a series of menus that is repeated over a specific
period of time.

6. What are the accompaniments served with cheese?
Ans. Breads, Crackers, Fresh Fruit & Nuts and Any fruit or nut can be paired
with cheese.

7. What is Café Complet?
Ans. Cafe complet is bread with cheese or jam, served with coffee.

8. What is a cruet set?
Ans. Cruet set is a small stand of metal, ceramic, or glass which holds
containers for condiments.

9. Name the equipment which is used to keep food warm on a buffet
table?
Ans. A chafing dish is used to keep food warm on a buffet table.

10. Why is food cooked?
Ans. It makes food easier to digest, it makes food safe to eat, Cooking
destroys many harmful micro-organisms or germs in the food.

11. What is frying?
Ans. Frying is a cooking technique whereby heat is transferred to a food
item from the hot oil that surrounds it.

12. What is stock?
Ans. A stock is a flavorful liquid prepared by simmering meaty bones from
meat and poultry, seafood or and vegetables in water with aromatics until
their flavour, aroma, color, body and nutritive value is extracted.

13. What is a sauce?
Ans. Sauce, liquid or semiliquid mixture that is added to a food as it cooks or
that is served with it.

14. Name two cold sauces?
Ans. two cold sauces is steak house garlic butter and classical cocktail sauce.

15. What is a Simple Salad?
Ans. A Simple Salad usually consists of a single kind of vegetable, fruit,
meat etc. tossed in a dressing as a base with one or two ingredients, in
small quantities are used for decoration or as a garnish.

16. What does a Russian Salad consist of?
Ans. Russian salad is an easy, healthy, wholesome salad made with peas,
carrots, potatoes, capsicum, french beans and eggless mayonnaise.

17. Define a sandwich?
Ans. A sandwich is a food typically consisting of vegetables, sliced cheese or
meat, placed on or between slices of bread.

18. In a sandwich, what is the main purpose of a spread?
Ans. In a sandwich, spread is used to enhance the flavour or texture of the
food.

19. List the accompanying beverages for whisky?
Ans. Sweet Vermouth, Soda Water, Coca Cola and Lemon is accompanying
beverages for whisky.

20. Name two beverages which are drunk as Shots?
Ans. Vodka and Tequila is two beverages which are drunk as Shots.

21. Define Vegan meal?
Ans. A vegan diet contains only plants (such as vegetables, grains, nuts and
fruits) and foods made from plants. Vegans do not eat foods that come from
animals, including dairy products and eggs.

22. Name any three red wines?
Ans. Three red wines is Barbara, Merlot and Pinot Noir.

23. Name any two fortified wines?
Ans. Port and Sherry are two well-known fortified wines

24. List the accompaniment served with tequila?
Ans. Tacos, Raw fish and Grilled seafood like squid or prawns served with
tequila.

25. What types of meal services are done on a cruise liner?
Ans. Food for breakfast, lunch and dinner on a cruise ship.

FRONT OFFICE ASSESSMENT – TEST
1
(Each question carries a ½ mark. Total marks
30)

Student’s Name: Raghu Roy

Batch Code: N1 Centre: Camac

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
1. Write your responses in the space provided in/below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take upto 2 hours to submit the Assignments

A Fill in the blanks

1. Continental Plan offers room tariff and breakfast.
2. Pallonjee Pestonjee started the first luxury-hotel in
Bombay (Mumbai) in 1840.
3. HRACC has been set up and it inspects and assesses the hotels for
star rating.
4. In 1903, Jamshetji Nusserwanji Tata constructed the Taj mahal palace
Hotel in Bombay (Mumbai)
5. Leadership is very important as it signifies respect for others and
values for other people’s time.
6. The orchid Hotel in Mumbai, was the first Ecotel hotel in the whole of
Asia.
7. Cruise ship is an anchored passenger ship (which is not seaworthy)
that is operated as a deluxe hotel.
8. Revenue center and cost centers are two main Support Centers in a
hotel.
9. Floor Limit is the credit limit given by the credit card company to the
cardholder. 10. Advance deposit
guarantee his reservation.
is the money paid by the guest in order

11. A skipper is a guest who leaves the hotel without settling his bill.
12. Always answer a phone call within three rings.
13. A guest who checks in as part of a group is called a group member.
14. The rack_ rate is the maximum rate charged for a room
and is featured in the tariff card.
15. A walk-in guest checks-in to the hotel, but he does not have a
confirmed reservation.

B Tick the correct option

1. A tariff calculated at 75% of the Rack Rate.
Rack rate Day rate

Write the correct choice: Rack rate

2. Credit limit given to the card holder by the credit card
company. Floor Limit House Limit

Write the correct choice: Floor Limit

3. The number of in-house guests in a hotel at any point of
time. House Use House Count

Write the correct choice: House Use

4. A guest who is not given any credit facility in the
hotel. No Show No Post

Write the correct choice: No Post

5. This Plan includes room tariff only.
Continental Plan European Plan

Write the correct choice: European Plan

6. These are deluxe hotel properties with a helipad
facility Floatels Lotels

Write the correct choice: Lotels

7. This voucher is filled up for complimentary items to be given to the
guest.
Amenities Voucher VPO Voucher

Write the correct choice: Amenities Voucher

8. This form is filled up by the guest on arrival
Reservation Form Registration Form

Write the correct choice: Registration Form

9. Filling up of this form is mandatory for foreigners, on
arrival Errand Card ‘C’ Form
Write the correct choice: ‘C’ Form

10. This Master Key opens even double locked rooms.
Grand Master Key General Master Key

Write the correct choice: Grand Master Key

11. This person is authorized to encash foreign currency.
Outlet Cashier Front Office Cashier

Write the correct choice: Front Office Cashier

12. This form of payment is not acceptable for bill
settlement. Traveller’s cheque Personal
cheque

Write the correct choice: Personal cheque

13. This guest has a confirmed reservation, but does not
check-in No Show Understay

Write the correct choice: No Show

14. The number of rooms occupied in a hotel at any point of
time. Availability Occupancy
Write the correct choice: Occupancy

A True/ False

1. The American Plan includes room tariff, breakfast and either
lunch or dinner. True/False
Ans True
C True/ False

1. The American Plan includes room tariff, breakfast and either
lunch or dinner. True/False
Ans True

2. Rotels are trains which have been converted into hotels. True/False
Ans. True

3. FHRAI helps the Hospitality Industry to grow, prosper and keep in pace
with the development in the International scenario. True /False
Ans. False

4. Heritage hotels must provide car parking, garage,
accommodation, rest facilities. True/ False
Ans. True

5. Room sales accounts for more than 50% of total hotel sales. True/False
Ans. False

6. A cooperative attitude is the essence of teamwork. True/False
Ans. False

7. Always establish eye contact while speaking to the guest. True/False
Ans. True

8. The Concierge looks after reservation of rooms. True/False
Ans. True

9. House Count is the number of in-house guests at any given time.
True/False
Ans. False

10.Whenever speaking on the phone, you must do it with a smile. True?
False
Ans. True

11. Punctuality is not a necessary quality to have. True/False
Ans. False

12. A motel is a hotel that provides gambling facilities. True/False
Ans. False

13. Amenities Voucher is filled by Front Office for complimentary
items. True/False
Ans. True

14. ‘C’ Form must be filled for Indian nationals only. True/False
Ans. False

15. Mail and messages are handled by the Guest Relations
Executive. True/False
Ans. False
B Answer in one sentence

1. What is the meaning of Hospitality?
Ans. Hospitality Is the Relationship Between A Guest and A Host, Wherein
the Host Receives the Guest with Some Amount of Goodwill, Including the
Reception and Entertainment of Guests, Visitors, Or Strangers.

2. What were the first organized hotels in Switzerland called?
Ans. The First Organized Hotels in Switzerland Is Called Grand Hotel Regina.

3. What is another name for a semi-residential hotel?
Ans. Hostel is another name for a semi-residential hotel.

4. On which plan do resort hotels operate?
Ans. A Resort Hotel Is A Full-Service Lodging Facility, Intended Primarily
for Vacationers and Usually Located in Places Frequented for Relaxation or
Recreation, Such as Beaches, Seashores, Scenic or Historic Areas, Ski Parks,
Spas. The Difference to A 'Simple' Hotel Lies in The Range of Services and
Amenities Offered.

5. What is a casino hotel?
Ans. A Casino Hotel Is an Establishment Consisting of a Casino with
Temporary Lodging Provided in An On-Premises Hotel. Customers Receive
the Benefits of Both Gambling Facilities and Lodging. The Casino May Offer
Common Forms of Gambling Including Slot Machines, Poker, Blackjack,
And Sports Betting.

6. Define a ‘Revenue Center’?
Ans. A Revenue Center Is A Division That Gains Revenue from Product
Sales or Service Provided. The Manager in Revenue Center Is Accountable
for Revenue Only.

7. Give two examples of Operating and Non-Revenue Producing
Ans. Front Desk and Housekeeping Department and a Department of
Human Resources and Another Would Be Security and Safety Is Operating
and Non-Revenue Producing Respectively.

8. What is the full form of CVGR?
Ans. The Full Form of CVGR Is Company Volume Guaranteed Rate.

9. Who is a Special Interest Tourist?
Ans. A Special Interest Tourist Engages in The Activities of Personal
Interest.

10.Which type of guest is termed as
FFIT?
Ans. FFIT -Foreign Free Independent Traveler, Tourists, Families and
Business Travelers.

11.What is House Limit?
Ans. The House Limit Refers to The Maximum Amount the Hotel Will Allow
on Credit Before Requesting Payment.

12. What is ARR? How is it calculated?
Ans. ARR Is Annual Recurring Revenue, ARR = (Overall Subscription Cost
Per Year + Recurring Revenue from Add-Ons or Upgrades) - Revenue Lost
From Cancellations.

13. Name the records maintained for Left Luggage?
Ans. Inspects the Baggage and Brings to The Notice of The Guest A Pre-
Existing Damage (If Any). He Enters the Description of The Baggage on The
Baggage Tag and Strings It to The Baggage. The Sticker Has A Number with
A Counter Foil with The Same Number.

14. List any three modes of payment accepted by hotels?
Ans. Credit Cards, Cash and Personal Checks is three modes of payment
accepted by hotels.

15. How is a containable fire handled?
Ans. Pull the Pin, This Will Break the Tamper Seal. Aim: Aim Low, Pointing
the Nozzle or Hose at The Base of The Fire, Squeeze the Handle to
Release the Extinguishing Agent, Sweep from Side to Side at The Base of
The Fire, The Fuel Source, Until the Fire Is Out.

Assignment Brief for Learners & Feedback Form

Learner’s Declaration
I confirm, the contents of the final assignment submitted, is based on personal research and
analysis.
Learner Signature Raghu Roy Date
4.1.22
N1

Instruction

Your assignment will not be accepted if it does not contain details of the text
material or unanswered or left incomplete

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
19. Write your responses in the space provided below the questions
20. Review your answers before submitting the Assignment

TIMELINE: You can take up to One week to submit the Assignments

Learner Name
Raghu Roy
Course Title Frankfinn Certificate in Aviation, Hospitality and Travel Management.
Assessor Name Piyali Mukherjee
I.V. Name
Unit No. & Title 4 :- AVIATION INDUSTRY
9 :- OPERATIONAL TRAINING

Outcome Numbers &
Statements
UNIT 4
LO 1: Understand the roles, responsibilities and functions of the cabin
crew. Learn - Types of the aircraft and its features, Aviation terms,
Interior and Exterior part of an aircraft

LO 2: Understand the range of Infight meal services and its procedure
.
LO 3: Learn and Analyze about the Dangerous Goods and issues
related to Aviation security

LO 4: Explain and Analyze the emergency situations.

UNIT 9 –
LO 1: Learn about Domestic and International airports.
LO 2: Know the different types of service equipment’s in detail.
LO 3: Learn how to make Announcements.
LO 4: Learn different types of Safety emergency equipment’s.

Issue Date Submission Date 3.1.22

Ques. 1. Briefly describe / write about the current updates in Aviation Industry (MINIMUM- 5
points). Justify with articles taken from Websites, newspaper & magazines. (PASS)
Ans
CURRENT UPDATES IN AVIATION INDUSTRY

1. Air France, KLM and IndiGo have entered into a codeshare pact, which allows each
airline to sell seats on the other's flights
2. The US Federal Aviation Administration (FAA) warned that interference from
planned use of 5G wireless spectrum posed an air safety risk and could result in flight
diversions.
3. Air India and private airline SpiceJet owe Rs 2,350 crore and Rs 185 crore
respectively, to the Airports Authority of India.
4. American Airlines is getting approvals from the US government for its codeshare pact
with IndiGo airlines and it is likely to take off by March 2022.
5. Jet Airways is in talks with plane makers Boeing Co and Airbus SE for an order worth
$12 billion, Bloomberg Quint reported

All are taken from website (search engine google).

Ques. 2. Describe the functionality of the parts mentioned below: (PASS)

Cockpit:
Ans The cockpit is the section of the airplane where the pilots sit during a flight and
control aircraft.

Cargo:
Ans Usually provided on the underside of the aircraft for storage of passenger baggage
and freight.

Exterior parts – Primary and Secondary control:
Ans:
Primary control:
 Ailerons: Helps in roll and banking of the aircraft.
 Elevators: Helps in pitching the aircraft.
 Rudder: Helps in yawing of aircraft.

Secondary control:
o Spoilers: Helps to reduce the speed of aircraft during landing.
o Flaps: Helps for aircraft for lift and drag.
o Slats: Helps aircraft during takeoff and landing extended to produce extra lift.

Interior parts – Baby bassinet, Bulk Head, Coat compartment, Jump Seat:
Ans:
 Baby bassinet: A small foldable bed for babies on board which can be hooked
on to slots on the bulkhead facing the first row of seat in every zone.
 Bulkhead: partitions or walls in the fuselage to make compartments for
different purposes.
 Coat compartment: Cupboards in the aircraft, usually placed in the cabin in
different zones like first class and business class passengers for hanging pieces
of clothing like coats.
 Jump Seat: These jump seats are normally located near emergency exits so
that flight attendants can quickly open the exit door for an emergency
evacuation. The passenger cabin jump seats usually fold out of the way when
not in use to keep aisles, workspaces, and emergency exits clear.

Slide Raft
Ans:
The slide raft functions similarly as a slide for an emergency landing on the ground and
adds capabilities for evacuation after a water landing (ditching). The device's mooring
line, which fastens the slide/raft to a point near its exit door, can be cut by occupants
with the supplied emergency knife.

Cabin Inter Communication System
Ans:
CIDS (Cabin Intercommunication Data System) is the core digital cabin management
system used in all Airbus aircraft. The system controls and displays cabin functions for
passengers and crew. This includes cabin lighting, cockpit/cabin announcements, door
status indication, emergency signals, non-smoking/fasten seatbelt signs, smoke
detectors, cabin temperature, water/waste tank capacity and various other cabin
functions, some of which are safety critical. The system consists of a central computer,
the director, the director interface board, one or more flight attendant panels and a data
network for audio transmission in the cabin.

Passenger Service Unit
Ans:
Passenger service unit, particularly in a passenger cabin of an aircraft, comfort and service
elements such as a reading lamp, a flight attendant call button, a loudspeaker, an air
nozzle, an oxygen mask and generator, optical display elements, are integrated into a
service column. Feeder lines between a main supply line and the passenger service
columns are flexible to facilitate the mounting or placement of the columns as a
complement to a passenger seat. The column is positioned in the lateral area of a seat to
which the column is allocated.

Ques 3. What are the duties and responsibilities of a Chief Purser? (PASS)

Ans
A chief purser is responsible for the Flight Attendants and Stewards. He or she is responsible
for supervising the supply of the aircraft’s meal trays, the proper functioning of the equipment
on board the plane and the relational aspect with the passengers. He must be very rigorous,
organized and ensure the smooth running of the trip.

Ques 4 - (a) What is the difference between? (PASS)

 Narrow body and Wide body aircraft -

Narrow-body airplanes only have a single aisle of seats, whereas wide-body airplanes
have two or more aisles of seats and depending on their seat configuration

 Major and Minor meal service –

Major meal provides breakfast, lunch or dinner (main course) but minor meal provides
breakfast (snakes) only.

 Private and Commercial aircraft -

Commercial flights have their flight schedule fixed, and their aircraft can never
depart from the airport earlier. On the contrary, they can even get delayed due to
technical or operational complications. With private airlines, it is possible that you
will be able to depart earlier than originally scheduled.

Ques. 4 (b) Which documents to be carried by crew for a domestic flight? (PASS)

Ans:
 SEP safety emergency procedure
 AEP airport entry pass
 government id like
(Aadhar card, pan card& voter id card)

Ques 5. (a)Describe the Embarkation & Disembarkation procedure for Special handling
passenger’s mentioned below. (PASS)

UNM
Ans Embarkation first & Disembarkation last

Expectant mother
Ans Embarkation & Disembarkation as normal passenger.

Mother with infant
Ans Embarkation first & Disembarkation last.

Deportee
Ans Embarkation last & Disembarkation last.

Wheel Chair passenger
Ans. Embarkation first & Disembarkation last.

Ques 5 (b) What precautions to be taken by an Airline for transportation of Dangerous Goods?
(PASS)
Ans. The Aircraft (Carriage of Dangerous Goods) Rules, 2003.

Things to note:
 Packages in which dry – ice is used as refrigerant is only acceptable.
 Maximum amount of dry – ice per package is 30 kg.
 Maximum amount of dry – ice per aircraft is 200 kg.
 Boxes must perforate in such a way to allow cross – ventilation.

Ques 6. Explain Aviation Terms: (PASS)

Child fare – A passenger who has reached his or her second birth day but has yet to reach
his or her first twelfth birthday.

Scheduled Flight – Certified aircraft flights, which is detailed in the airline schedule.

May Day – International radio distress call (help me). It signifies imminent danger to life
requiring immediate assistance.

Baggage allowance – The per person, amount of baggage by total weight or the number of
pieces of volume that will be transported free of charge.

Wind shear - Wind shear is a change in wind speed and/or direction over a short distance. It
can occur either horizontally or vertically and is most often associated with strong
temperature inversions or density gradients.

Dog House – A small cupboard, placed on the floor of the aircraft on casters, usually behind
the last row of seats in every zone on the plane.

Chocks – A wedge-like construction placed in front of the wheels to prevent aircraft
moment on ground.

Ques - 7 (a) Analyze the below mentioned Emergency Equipment: (Merit)

Name of the
emergency
equipment
Used in what kind of emergency
Smoke Hood

Smoke hood is a protective device similar in concept
with gas mask of fire and effects of smoke
inhalation.
Oxygen
Bottle

Used by one having breathing problem and during
emergency.
Fire axe

The handle is insulated to prevent against electrical
shocks
Asbestos
Gloves

It is an insulated glove usually used to protect the
wearer’s hand from hot things like oven, cookware,
fire etc.
Fire
Extinguisher

These are used to overcome the fire in flight.
Door barrier
strap

Prevent falls from height from aircraft.
Mega Phone

Hand held loudspeakers used by crew to enable
them to direct emergency evacuation process.
ELT

Emergency locator transmitters. which are captured
by satellites and then sent to a command center.

7 (b) Abbreviations: (Merit)

ATA: Actual Time of Arrival
DGCA: Directorate General of Civil Aviation
ICAO: International Civil Aviation Organization
ATF: Aviation Turbine Fuel
RWY: Runway
APU: Auxiliary Power Unit
JNML: JAPANESE MEAL
MOML: MOSLEM MEAL
HNML: HINDU (NON-VEGETARIAN) MEAL
BBML: INFANT/BABY FOOD
DBML: DIABETIC MEAL

Ques. 7 (c) Give the timings for all the Major and Minor meal services? (Merit)

Major meal timings

Breakfast 0530hrs-1000hrs
Lunch 1200hrs-1430hrs
Dinner 1900hrs-2200hrs
Supper 1800hrs-1930hrs

Minor meal timings:

Continental breakfast 0430hrs-0630hrs
HI-tea (mid night snacks)- 1000hrs-1200hrs
Hi-tea (mid night snacks)- 1500hrs-1800hrs
Collation (mid night snacks) - Late night sectors, early evening flights, very short
flights.

Ques – 8 (a). Define Decompression? What are the types of Decompression and what is the
procedure to be followed by the Cabin crew to handle during decompression and post
decompression? (DISTINCTION)

Ans: Decompression is defined as the inability of the aircraft's pressurization system to
maintain its designed pressure schedule. ... The speed of pressure loss is predominantly
used to characterize the decompression process: An explosive decompression is a change
in cabin pressure faster than the lungs can decompress.

The US Federal Aviation Administration recognizes three distinct types of
decompression events in aircraft:
i. Explosive decompression.
ii. Rapid decompression.
iii. Gradual decompression.

In the case of decompression, the immediate use of oxygen is critical. Therefore, the first
actions to be performed by the cabin crew are: Immediately don the nearest oxygen mask,
Sit down fasten your seat belt, or grasp a fixed object and Hold on.

8 (b) What are the different cuisines of the world - region wise? (East and South East cuisine,
South Asian cuisine, American cuisine and Mexican cuisine) (DISTINCTION)

Ans There are more than a hundred cuisines in the world and if you want to try some different
cuisine other than your country, then you are welcome to do so as it will enhance your taste
and experience.

1) East and South East cuisine
Chinese, Japanese, Mongolian and Taiwanese Cuisines are collectively known as East
Asian Cuisine. Being one of the most populated regions of the world East Asia has
many regional cuisines. Rice, Noodles, Soybeans, and Seafood are some of the staple
East Asian foods.

2) South Asian cuisine
South Asian cuisine includes the cuisines from the Indian subcontinent. Foods in this
area of the world are flavored with various types of chili, black pepper, cloves, and
other strong herbs and spices and often with flavored butter and ghee. Turmeric and
cumin are often used to make curries.

3) American cuisine
American cuisine is the cooking style and traditional food dishes prepared in the
United States. The European settlement of the Americas introduced a number of
ingredients, spices, herbs, and cooking styles to the continent. American cuisine is very
diverse and has various styles of cuisine.

4) Mexican cuisine
From chilaquiles to empanadas to fajitas, the best Mexican food is tasty, spicy and
oftentimes very easy to prepare. ... Traditional Mexican cuisine typically relies on
indigenous staples like beans, chili peppers, and corn, and you can almost always
expect a decadent sauce on the side, such as mole or pico de gallo.

8 (c) Do a case study of any actual mishap of an air crash. Your concluding statements
should give your own opinion as a result of the research conducted by you.
(DISTINCTION)
Ans:

AIR CRASH DEFINATION:
The first fatal AIR CRASH occurred in a Wright Model A aircraft at Fort Myer, Virginia,
USA, on September 17, 1908, resulting in injury to the pilot, Orville Wright and death
of the passenger, Thomas Selfridge. An AIR CRASH is also defined there as an
occurrence other than an accident, associated with the operation of an aircraft, which
affects or could affect the safety of operations. An accident in which the damage to
the aircraft is such that it must be written off, or in which the plane is destroyed is
called a hull loss accident.

I LIKE A CASE STUDY ON THIS RESEARCH BECAUSE I WANT TO LEARN MORE ABOUT
AIR CRASH AND AM DOING IT. I HAVE DONE A CASE STUDY OF AN ACTUAL MISHAP OF
AN AIR CRASH ON 17 SEPTEMBER 1908 AND IT WAS ALSO THE FIRST FATAL ACCIDENT
ON THE AIR IN THE AIRPLANE. WHICH KILLED 1 MAN AND A PILOT WAS INJURED
BADLY.

Fatal plane crash September 17 1908 One hundred years ago, on Sept. 17, 1908, a
plane piloted by Orville Wright crashed in Fort Myer, Va., badly injuring the aviation
pioneer and killing his passenger, Lt. Thomas Selfridge. Today, on the anniversary of
the accident, The Associated Press distributed two photographs (before and after) of
the famous flight, along with a story on airline safety. The AP story states that the 1908
accident was ‖the first fatal airplane crash in history, according to the Flight Safety
Foundation. ‖ Here are the photos showing Selfridge and Wright (with hat) just before
the flight, and the crumpled heap of wreckage after the crash.

 BEFORE PLANE CRASH
 AFTER PLANE CRASH

• BEFORE PLANE CRASH
interestingly, I had recently come across the Sept. 18, 1908, article the New Era ran on
the Wright/Selfridge crash. A short sidebar noted that in the history of ―aero planes‖
there had only been four deaths. It credited that information to E. La Rue Jones, the
editor of ―Aeronautics. ‖ The article provided no details on those earlier deaths, so I
can ‘t explains the discrepancy between that statement and the one in the AP article.
Century after 1st fatality, safety is in the air PHOENIX — It was called an ―aero plane,
‖ but the contraption Orville Wright piloted on Sept. 17, 1908, was hardly more than
a big box kite with a motor. And unlike his famous first flight in 1903, this one was
doomed. Less than five minutes after takeoff, Wright ‘s plane lay smashed, his
passenger mortally injured, and the world got an early taste of the perils of flying. It
was the first fatal airplane crash in history, according to the Flight Safety Foundation.
―The aero plane is still far within the experimental stage, ‖ a New York Times writer
lamented three days later. ―The perfected machine will doubtless be different from
it in everything from principle to motive power. ‖ A hundred years later, modern jets
have indeed made air travel the safest way to get around. Yet, to the consternation of
the airline industry, flying still generates for many the same rush of anxiety that
onlookers must have felt when Wright ‘s plane dove into the parade ground at Ft.
Myer, Va. ―There’s still this mystique about flying, ‖ said Ron Nielsen, a retired US
Airways pilot who ‘s found a second career counselling people who are afraid to fly.
―There’s a fear of being closed in, and there’s a fear of dying. ‖ It doesn’t ‘t help when
airlines are caught failing to follow government safety regulations, as was the case
with American Airli nes and Southwest Airlines earlier this year. Anxiety levels may
also rise when members of Congress accuse the Federal Aviation Administration of an
inappropriately cozy relationship with the airlines it regulates. In response to reports
of lapses in FAA oversight, the House passed a law in Jul y that would force federal
aviation inspectors to wait two years before taking airline jobs. But the facts remain:
In the U.S., no one has died in a commercial jet crash in two years. Before that, the
safety record for airlines has been close to perfect. According to a 10-year average of

National Safety Council statistics from 1996 to 2005, only two people died in
commercial airline crashes per 10 billion miles traveled. That compares to a death rate
of five people per 10 billion miles on passenger trains. And in cars, people died for
every 10 billion miles traveled. Accidents in the air have become so rare that
investigators no longer find common reasons why commercial airplanes crash, FAA
spokesman Les Dorr said. ―If you try to say, what ‘s the next common cause (of airline
accidents) that we can address, the answer is there isn ‘t one, ‖ Dorr said. It took a lot
of work to get to this point. Aviation has always been an intensively reactive field, with
many of its safety enhancements kick-started following major aircraft accidents. It was
this way even in 1908. A few days after the first fatal crash, Wright woke from his
hospital bed and asked to see his mechanic. ―I ‘d like to have his view on just what
happened to cause our spill, ‖ he said. The plane was circling about 100 feet above the
parade grounds during a demonstration flight for the U.S. Army Signal Corps when it
suddenly dropped nose first and crashed. Wright ‘s passenger for the experimental
trip, Lt. Thomas Selfridge, was killed. From the hospital, Wright picked through the
scattered remnants of his plane and eventually decided what caused it to drop.Mr.
Wright finds the accident to the aero plane was due to the blade of the propeller
coming in contact with one of the wires of the machine,‖ C.S. Taylor, Wright‘s
associate, told news reporters. A report by the Signal Corps Aeronautical Board said
the propeller blade looked like it struck a wire supporting the rudder. Aircraft safety
investigations have become formalized in the years that followed. The National
Transportation Safety Board, founded in 1967, deploys teams of investigators to major
accidents and spends months examining each crash. It eventually recommends ways
for the airline industry to keep the accident from happening again. For example,
airports were equipped with better weather tracking equipment and wind-shear alert
systems following a number of crashes, including one in 1985 when a Delta Air Lines
L-1011 tried to land during a thunderstorm at Dallas/Fort Worth airport, killing 135
people. More safety improvements have followed other major accidents. It can take
months or even years before investigators come up with recommendations from a
crash. But ―if something happens during the investigation that really strikes fear in
someone ‘s heart, we ‘ll send out urgent recommendations, ‖ said Bridget Ann Sorcha,
an NTSB spokeswoman. Airlines also deal with several hundred new FAA air-
worthiness directives each year that are recommended by aircraft manufacturers and
other authorities. The FAA occasionally conducts safety audits like one that forced
American to cancel hundreds of MD-80 flights this spring and submit to inspections
related to electrical wiring. Sometimes airlines will install safety features on their own.
Alaska Air Group Inc., for example, recently said it will equip its entire fleet with a
runway-awareness system aimed at preventing collisions on the ground. ―We
realized we ‘re flying out of some of the busiest airports in the U.S. and we saw the
value of an additional safety measure, ‖ said Caroline Boren, spokeswoman for Alaska
Airlines. The systems will cost about $20,000 per aircraft to install, and Alaska ‘s entire

fleet is expected to be fully equipped with the alert software by the end of the month.
The FAA and airlines have not always worked well together, Dorr said, but increasingly
they are sharing information about safety and maintenance. That means that in the
future, aircraft safety will become more automated with inspectors and airline crews
contributing to the FAA ‘s Air Transportation Oversight System, Dorr said. The system
brings together maintenance and safety reports, and looks for any safety issues on the
horizon. The fear of flying may never leave some travelers, but as the industry
continues to tweak its safety net, more of them may realize many fears are only in
their heads. ―Everyone that I know that flies, when they get on the airplane, they ‘re
worrying about ‗Will I get there on time? ‘Not, ‗is the plane going to crash, ‖‗ Dorr
said

• AFTER PLANE CRASH
Aircraft Crashes Record Office (ACRO) The Geneva-based Aircraft Crashes Record
Office (ACRO) compiles statistics on aviation accidents of aircraft capable of carrying
more than six passengers, not including helicopters, balloons, or fighter airplanes. It
should be noted that ACRO is not a government or official organization. The ACRO
announced in 2008 that the year 2007 was the safest year in aviation since 1963 in
terms of number of accidents. There had been 136 accidents registered (compared to
164 in 2006), resulting in a total of 965 deaths (compared to 1,293 in 2006). Since
then, both 2009 and 2010 saw fewer registered accidents, 122 and 130, respectively.
2004 was the year with the lowest number of fatalities since the end of World War II,
with 771 deaths. The year with most fatalities was 2001, with 4,140 deaths.
STATISTICAL RECORD year deaths # of accidents 2010 1,115 130 2009 1,103 122 2008
884 156 2007 971 147 2006 1,294 166 2005 1,459 185 2004 771 172 2003 1,230 199
2002 1,413 185 2001 4,140 200 2000 1,582 189 1999 1,138 211Review dates: First
review: Thursday19/01/2012. Second review: Friday 20/01/2012. Third review:
Saturday 21/01/2012. Submission date: Monday 23/01/2012.Conclusion After
completing my aviation assignment I got to know more about Aviation industry and
the aircrafts exterior, interior parts and the emergencies on board and how to
overcome the emergency situations. I also got to know more about the crashes
occurred due to technical problems and many things. The meal served and about the
galleys in the aircraft and more details about the cockpit and the pre-flight check. Last
but not the least embarkation and disembarkation of the special pax ‘s and the routine
of the cabin crew for an international flight. Report is taken internet.

Aviation – Written Exam
Exam No.1

Guidelines for Exam

 Exam No.1 is of 30 Marks and each question is of 05 marks
 Student can attempt any 06 questions of their choice.
 No Negative Marking
 Time : 1 hour

Question 1. Pair the Following : (5 Marks)

Set I
A. Landing Gear
B. Rudder
C. Block time
D. Aileron
E. Cockpit Voice Recorder
F. Configuration
G. Starboard
H. Port
I. Blinds
J. Appron

…………………………………..
Set II
1. Under carriage
2. Moveable portion of vertical tail surface
3. Withdrawal of chocks till the time of rest after a flight
4. Trailing edge of the wing
I confirm that the work submitted for this assignment is my own.

Learner name,
Reference id

Raghu Roy

Date
4/1/2022
Batch code
N1

5. Audible sounds
6. Seat arrangements of an aircraft.
7. Right side of aircraft in the direction of its travel
8. Left side of aircraft in the direction of its travel
9. Opaque window shade
10. Used for parking of Aircraft

Answer: Write the correct Pairs
 A - Under carriage
 B - Moveable portion of vertical tail surface
 C - Withdrawal of chocks till the time of rest after a flight
 D - Trailing edge of the wing
 E - Audible sounds
 F - Seat arrangements of an aircraft
 G - Right side of aircraft in the direction of its travel
 H- Left side of aircraft in the direction of its travel
 I - Opaque window shade
 J - Used for parking of Aircraft

Question 2. Expand the following Aviation related Abbreviations:- ( 5 Marks)

 CAT - Clear Air Turbulence
Ans

 ICAO - International Civil Aviation Organization
Ans

 DGCA -Directorate General of Civil Aviation
Ans

 FDR - Flight Data Recorder
Ans

 ELT - Emergency Locator Transmitter
Ans

 ICAO - International Civil Aviation Organization
Ans

 NM - Nautical Mile
Ans

 IATA - International Air Transport Association
Ans

 APU - Auxiliary Power Unit
Ans

 CAA - Civil Aviation Authority
Ans

Question 3. Define the terms below: (5 Marks)
 Adult –
Ans A person was reached his or her twelfth birthday for the purpose of buying and
issuing tickets.

 Cockpit-
Ans The forward section of the airplane where the pilots sit during a flight and
controls aircraft.

 Infant-
Ans A child passenger not having reached his or her second birthday.

 Ferry-
Ans A non-revenue flight of aircraft from one place to another.

 Mayday-
Ans International radio distress call (help me). It signifies imminent danger to
life requiring immediate assistance.

Question 4: Identify the below parts (4 Marks)

Ans : These parts are:
A- Additional attendant panel
B- Flight Attendant Panel
C- Attendant Indication Panel
D- Indication on ACP

Question 5: Please mark the following mentioned below – (6 Marks)

Horizontal Stabilizer, Vertical Stabilizer, Wing, Engine, Cockpit, Fuselage, Slats, Spoiler,
Aileron, Flaps, Elevator, Rudder.

A
B
C
D

Ans.
A- Cockpit
B – Engine
C- Wing
D- Horizontal Stabilizer
E- Vertical Stabilizer
F- Rudder
G- Elevator
H- Flaps
I- Aileron
J- Spoiler
K- Slats
L- Fuselage

Question 6. Please identify PSU, Air lover, Reading light, No Smoking Sign, Over Head
BIN, Ceiling, Window Light

(5 Marks)

Ans

A-No Smoking Sign
B-PSU
C-Air lover
D-Reading light
E- Ceiling
F- Over Head BIN
G-Window Light

Aviation – Exam 2
Exam No.2

Guidelines for Exam-

1. The learner should be able to identify, label and describing
various safety and emergency equipment available On-Board for
safety of passengers.

2. Exam No.2 is of 30 Marks

3. No negative marking

4. Allocated Time : 1 hour

I confirm that the work submitted for this assignment is my own.

Learner name,
Reference id

Raghu Roy

Date
4/1/2022
Batch code
N1

Question 1: Please identify the Emergency Equipment and label them (1 mark for each Equipment)

(1 mark)
Ans :? Fire Extinguisher

(1 mark)
Ans:? Oxygen Bottle

(1 mark)
Ans.? Seat-belt

(1 mark)
Ans.? Megaphone

(1 mark)
Ans.? Beacon

(1 mark)
Ans.? Medical Kit

(1 mark)
Ans:? Smoke Hood

(1 mark)
Ans:? Asbestos Gloves

(1 mark)
Ans : ?Life Jacket

(2 marks)
Ans ? No Smoking Sign and Seat-Belt Sign ?

(1 mark)
Ans ? Lavatory Door

(1 mark)
Ans ? Cabin Intercommunication Data System

A
E
D
C
B

Question 2: Identify Smoke hood Box, Torch, Handset, PA, Emergency switch toggle switch ( 5
marks)
A-Smoke hood box
B-Torch
c-Emergency switch toggle switch
D- PA
E-Handset

Question 3: Identify Cart lock unlock paddle, Hot jug, tray, Cabinet, griller, Cart, Warmer
Flask, Boiler ( 9 marks)
Ans.
A- Cart
B- Warmer Flask
C- Boiler
D- Hot jug
E- Griller
F- Cabinet
G- Cart
A
B
C
D
I
H
F
G
E

H- Tray
I-- Cart lock unlock paddle
J-

Question 4. What is the difference between Crew and Passenger life jacket? ( 1 Marks)
Ans: Passenger life vest is of yellow in colour and crew capt's life vest is orange in colour.

Question 5. When is the seat -belt sign will come to ON mode in the Aircraft? ( 2 Marks )
Ans: Takeoff or landing and emergency situation is the seat -belt sign will come to ON mode in the
Aircraft.

CRM- ASSIGNMENT- Written Test

Learner Name
Raghu Roy
Course Title
FIAT

Assessor Name
Mohit
Mukherjee

Internal Verifier
Name Date 7.322
Unit Number and
Title CUSTOMER SERVICE
Assignment Title Customer Service
Outcome
Number(s) Examine the importance of Customer Service.
and Statement(s)
Date Set 7.3.22 Hand In Date 7.3.22

Instruction Your assignment will not be accepted if it does not contain the list of

source details of the text material referred to and the details of the
people contacted in accomplishing this project and the tasks attached.

Purpose/Aim Explain ways in which the needs of different types of customers are met.

Examine the importance to customers, the employee, and the
organization of exceeding customer expectations.

I confirm that the work submitted for this assignment is my own.

Learner name
Reference id
Raghu Roy

FIAT/KOL/20-21/636 Date7.3.22 Batch Code N1

Back Ground work:
As an integral part of your Customer Service module, you are required to visit any Customer
service outlet--a shopping mall/an individual vendor/a super market/a daily ‘bazaar’/a
restaurant/a theatre/a travel agency/a ticketing counter of the Railways or Ferry Service or any
other service outlet – In person or Online.

You are required to have a verbal/ virtual chat transaction with the concerned service provider
with or without the purpose to actually purchase, but definitely with the objective to record your
experience in the process as an external customer as well as your observation of the internal
customer behaviour. You will focus on Customer behaviour, the basic needs of a Customer,
Customer Satisfaction and Customer delight aspects including both external and internal
customers. You may record your experience as a brief PPT presentation /MS word write up
presentation in the following format:

 Introduction
 Acknowledgement
 Reference
 Conclusion

On the basis of the above project, you are required to answer the given Questi ons .

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
21. Write your responses in the space provided below the questions
22. Review your answers before submitting the Assignment

TIMELINE: You can take upto One Week to submit the Assignments-

Question 1. Define Customer and Customer Service. Describe External and Internal
Customer, with examples from the project work. Identify different types of external customer
(PASS)
Ans.
o Customer- is an individual or business that purchases another company's goods or
services. Customers are important because they drive revenues; without them,
businesses cannot continue to exist.

o Customer service- is the support you offer your customers both before and after they buy
and use your products or services that helps them have an easy and enjoyable experience
with you. Offering amazing customer service is important if you want to retain customers
and grow your business.

o External customer- is a type of customer who does not have any direct relationship with
the company but buys and consumes the produced products and services. External
customer is what is commonly referred to as a ‘customer' in general. They purchase a
company’s products or services but are not employee or partner or vendor or part of the
organization in any other way. Some common examples can be a people who go to a retail
store to buy groceries, visitors buying tickets at monuments or parks, the guests that stay
in hotels, the diners that eat in restaurants.

o Internal customers- are the stakeholder directly impacting the product or services, thus
helping the company meet its organizational goal. The internal customer is in every
department and can show up in any form of a relationship. Every employee of the
company is an internal customer to the HR department. Examples can be This is because
HR is also responsible for the well-being of the company’s employees. The HR team
ensures that the employees are receiving the required benefits, training.

An external customer is a person who is not directly connected to your organization
other than by purchasing your product or service. This customer could be a one-time
purchaser or a person who've you worked with long-term and to whom you've
provided add-ons or customization options.

Different types of external customer are-
 Potential customer
 New customer
 Impulsive Customer
 Discount customer
 Loyal customer

Question2.Demonstrate the methods/strategies used to identify the customer need. Analyze
and discuss the basic needs of a Customer and present your findings on the same from the
project that you have done. (MERIT)
Ans.
The Customer Needs
1. Friendliness
2. Fairness
3. Control
4. Options and alternatives
5. Information

Analyze and discuss the basic needs of a Customer: -

 Friendliness- Friendliness is the most basic of all customer’s needs, usually
associated with being greeted graciously and with warmth. Understanding and
empathy- Customer empathy is understanding the underlying needs and feelings
of customers. It goes beyond recognizing and addressing their tactical
requirements and puts things into further context by viewing things from their
perspective.

 Fairness- The concept of fairness is essential to the relationship between
consumers and companies. The care, efficiency, and thoughtfulness that
companies take in customer interactions can ultimately leave a longer-lasting
impression than whether or not a customer gets their desired outcome in a
conflict.

 Control- Although the customer is in control, not many businesses understand
that. Most companies decide what they will market to their customers. ... Based
on feedback and trends, a business will decide what their customers will see. They
want to put the right product in front of the customer at the right time.

 Options and alternatives- offer simpler, easier-to-understand service options,
offer targeted solutions, rather than casting a wide net. Give customers limited,
clear choices on how to contact you. Give customers two or three options to solve
a problem. Offer defaults for customers who don't make choices.

 Information- A contact's name, email address, phone number, job title, and linked
organizations are examples of basic customer data. Demographic data, such as
gender and income, or firmographic data, such as annual revenue or industry, are
also basic customer data.

Question3. Identify, analyse the bottleneck of customer problem and implementation of
solutions to exceed the customer expectations and enhance the customer satisfaction.
Correlate Customer Expectation, Customer Satisfaction and further, Customer Delight in
the process…How do you think Customer perception is related to service evaluation?
(MERIT)
Ans.
The bottleneck in analyzing customer problems is the lack of communication
between the customer and company producing product. At times, customers want
to give feedback but don’t know how to place it and at times customers hesitate in
giving feedback as they believe it to be useless. So, it is important that customer
should be taught about feedback ways and then response from the company should
be shared with customer also. Customer needs comprise the basic reason or
requirement that prompts a customer to approach a service provider. For instance, a
person visits a restaurant primarily for the food it serves. That is the customer’s need.
However, the customer expects polite staff, attentive yet non-intrusive service and a
pleasant ambience. If these expectations are not properly met the guest would leave
the restaurant dissatisfied even if his basic requirement of a meal being served has
been met. Thus, knowing and understanding guest expectations is important for any
service provider.

 Customer Dissatisfaction This is a situation when the service delivery fails to match
up to the customer’s expectations. The customer does not perceive any value for
money. It’s a moment of misery for the customer.

 Customer Satisfaction In this case, the service provider is able to match the
customer’s expectations and deliver a satisfactory experience. However, such a
customer is not strongly attached to the bran and may easily shift to a competing
brand for considerations of price or discounts and freebies.

 Customer Delight This is an ideal situation where the service provider is able to
exceed the customer’s expectations creating a Moment of Magic for the customer.
Such customers bond with the brand, are regular and loyal and will not easily shift to
other brands.

Question 4. Analyse customer Satisfaction, Customer Delight, and Customer Retention.
(MERIT)
Ans.
 Customer satisfaction is a measurement that determines how well a
company's products or services meet customer expectations. It's one of the
most important indicators of purchase intentions and customer loyalty. As
such, it helps predict business growth and revenue. Customer satisfaction is
influenced by the perceived quality of product and service attributes and is
moderated by expectations of the product or service. The researcher must
define and develop measures for each attribute that is important for
customer satisfaction.

3 Cs of customer satisfaction:
1. Consistency
2. Consistency
3. Consistency

 Customer delight is the process of surpassing customers' expectations to
build a long-term, positive experience around your product or service and
brand. Customer satisfaction happens when you simply meet customers'
expectations. Customer delight can increase your sales and improve your
brand reputation among current and potential customers. To keep customers
loyal and coming back, you must create customer delight. Customer delight
extends beyond customer satisfaction.

5 techniques to ensure customer delight:
1. Understand your customers' needs and expectations.
2. Focus on customer service representative training.
3. Provide real-time access to support services.
4. Ensure accessibility of customer service records.
5. Practice active listening with your customers.

 Customer retention refers to a company's ability to turn customers into
repeat buyers and prevent them from switching to a competitor. It indicates
whether your product and the quality of your service please your existing
customers. It's also the lifeblood of most subscription-based companies and
service providers. When you think about it, these data points make a whole
lot of sense. When you retain customers at a high rate, you don’t have to
expend nearly as many resources on marketing, sales, customer training
(depending on the industry), and all of the other onboarding costs. Plus,
customers who stick around tend to be happy, which makes them walking
billboards for referrals. At the end of the day, healthy customer retention
makes every aspect of running your business cost-effective and efficient it’s a
game-changer. Improve customer retention with Delighted want to collect
customer feedback so that you’re able to gauge customer satisfaction and
ultimately improve the overall customer experience.

4 ways to improve customer retention:
1. Retain customers with a smooth onboarding process
2. Close the loop on customer feedback
3. Keep your products and services top of mind
4. Reward promoters and loyal customers

Question 5. Assess the different Customer Service skills that you noticed (external and
internal) during your project. Evaluate your own aptitude towards serving another human
being. Demonstrate the customer handling skills with example in Rater Model (Reliability,
Assurance, Tangibles, Empathy & responsiveness) (DISTINCTION)
Ans.
Customer service skills can mean different things depending on the context.
Customer service skills are one of the most highly valued soft skills in today’s
workplace. It’s not an exaggeration to say that almost everyone is involved in some
level of customer service, whether the customer is internal, a strategic partner, or a
paying client. It is therefore wise to be ready to address this question if the job
description includes anything resembling customer service as a requirement.
Customer is external for positions that are customer-facing, you will want to describe
how you define great customer service from the customer point of view, and then
provide examples of how you delivered great customer service in previous roles. Be
sure the examples you use relate specifically to the company you are applying to, and
especially the job description. Highlight your skills in assessing situations,
communicating effectively, and resolving issues.

Customer handling skills: -Rater Model
1. Reliability
2. Assurance
3. Tangibles
4. Empathy
5. Responsiveness

 Reliability is the organization able to deliver the agreed upon services
consistently, accurately and on time? This concerns the quality of the reliability
and the way in which the customer can rely on it. If it turns out that a provider is
not able to deliver Internet services without issues, the organization’s reliability
will decline.

 Assurance are employees able to convincingly communicate their knowledge to
the customers? Does the customer trust what the employees have to say and do
they feel the employees can give them helpful advice? When the information
about an interest tax deduction for an expensive mortgage turns out to be
inaccurate, both the bank’s and its employee’s credibility will diminish rapidly.
The customer might even go to a different bank for his mortgage.

 Tangibles are the physical aspects of the service appealing? Think for instance of
the office, website, equipment and employees looking reliable. If a customer is
selecting a health insurance plan, but ends up on a website that looks
unprofessional, that customer will probably opt for a different insurance
company.

 Empathy are employees able to empathize well with the customers and give them
individual attention? How is the relationship between employees and their
customers? If a customer has a complaint about a considerable delay at an airline,
he wants to feel heard by the employee. If there is not even a shred of empathy
in the employee’s response, the customer will be disappointed and decide never
to fly the airline in question again.

 Responsiveness to what extent can the organization offer quick service and to
what extent is the company willing to help customers? Quality service is
paramount. If a commercial training institute does not pay enough attention to a
customer who requested more information about a specific study programmed,
chances are the customer will look for a different school. After all, the customer
wants to start the programmed within a month. If it takes a month just to get a
response, he is likely to have found another study programmed.

Question 6. If you were in the place of the service provider that you noticed in the project,
how differently would you render service to your customers? What would you try bringing
in and how would you implement the same? (DISTINCTION)
Ans.
Know your product or service. You’ll notice that nowhere in this article did I say
“the customer is always right. “To provide good customer service, you need to
know what you're selling, inside and out. Be friendly. Customer service starts with a
smile, say thank you, train your staff, show respect, listen, be responsive, ask for
feedback.

TEN CHANGES AND IMPLEMENT:

1. Know Your Audience
The first step in meeting customer expectations is simply establishing a clear picture of
who, exactly, your audience is. And this requires going beyond basic demographic
information like age, gender, and location. Of course, these details can be beneficial for
developing marketing personas. But in order to really understand your customers, you
need to dig deeper and learn about their needs and interests, as well as the factors that

go into their buying decisions. And your best resource for finding this information is
your existing customer base. Ask your customers what led them to seek out your
product, and why they chose it over other options on the market. Then, use their
answers to develop a stronger understanding of what your audience is looking for
when they research your company and make sure that you’re providing exactly that.

2. Make Sure You’re Reaching the Right Buyers
Most companies launch their products and services with a clear idea of who their ideal
buyers are. But in many cases, those initial assumptions are wrong — or, at least,
they’re not nearly specific enough. It’s important to recognize, then, that your ideal
customers may not be who you think. Fortunately, you can determine who they are by
analyzing your existing customer base. What traits correlate with repeat purchases?
Which segments tend to become long-term, loyal customers? The answers to these
questions will help you establish a more accurate picture of who you should be
focusing on with your marketing and retention efforts. For example, let’s say you’re an
accounting software company and your target audience is business owners. After
studying your customer base, you notice that customers who work at mid-sized
businesses are more likely to upgrade to your premium plan and to stay with your
product longer than their small business and enterprise-sized counterparts. This signals
that you should shift your focus to these high-value customers, and make them a
priority when making key business decisions.

3. Be as Transparent as Possible
One of the most important factors in whether you’re able to meet customer
expectations is whether you take the time to help them set accurate expectations in
the first place. Some companies make it their sole focus at the beginning of each
customer’s experience with their brand to generate a sale. it’s not the best way to set
your customers up for success. Instead, make it your focus to fully educate prospective
buyers on what you have to offer, what they can expect from your brand, and what
policies they’ll be agreeing to if they become a customer. Be fully transparent about
pricing information, return and cancellation policies, and the level of support they can
expect from your team when they need assistance. Sharing this information may not be
as fun for your sales team as showing off new features and impressive case studies, but
taking the time to do so up front prevents your customers from being caught off guard
by policies they don’t like in the future.

4. Look for New Ways to Meet Customer Needs
Once you’ve identified who your most valuable audience is and what it is that they’re
looking for, it should be your goal to continuously find new ways to better meet their
needs. After all, you should never expect your audience to change their expectations to
fit your product. Instead, you need to be willing to change your product to fit their
expectations. Sticking with the account software example, let’s say you’ve determined
that your mid-size business customers’ main priorities are improving efficiency and

saving time. As you consider which new features to add to your product, you should
keep your focus on these goals, not on what your competitors are doing, or on the
kinds of additions your team thinks would be exciting to create. When you keep the
focus on what your customers actually want, you can be sure that they’ll welcome your
product improvements instead of viewing them as unnecessary bells and whistles.

5. Develop a Customer-centric Culture
Many companies put the responsibility of managing customer happiness solely on their
support teams. But this shouldn’t be the case. That’s because when it comes down to
it, each employee’s contributions have an impact on your customers’ experience with
your products and services. And you can highlight this impact by developing a
customer-centric culture. Encourage your employees to keep your customers at the
center of each decision they make, whether they’re a developer adding new features,
or a marketer coming up with new campaigns.

6. Set Clear Standards for Your Support Team
As the team that interacts with your customers most often, your support team has a
major impact on whether or not your company meets customer expectations. This
means that hiring and training an excellent team of agents is one of the most important
investments you can make in your brand. And the best way to ensure that your agents
provide the level of service your customers deserve is by setting clear standards. First,
you’ll want to set goals for key support metrics like first response time, average
resolution time, and first call resolution rate. These are the easiest metrics to monitor
and measure, and they can help you establish concrete benchmarks for your team.
Then, create guidelines for responding to specific inquiries. Write a list of the most
common questions and issues you hear from customers, and establish appropriate
responses for each. This way, you can provide consistent customer support experience
for each of your customers, and be confident that their interactions are top-notch
every time.

7. Be Transparent
If you want your customers to fall in love with your business, you have to commit to a
certain degree of transparency. Being transparent might sound a little like being
authentic, which we covered before, but this is different. Being authentic is about being
yourself and being genuine. Being transparent is about being forthcoming, ethical, and
trustworthy. Honesty is crucial in today’s overcrowded marketplace. Believe it or not,
customers actually reward transparent large and small businesses — even when what
that transparency reveals are less than positive.

8. Collect Feedback Regularly
As you work towards meeting customer expectations, the best way to gauge whether
your efforts are successful is to collect feedback on a regular basis. Send customer
satisfaction surveys, and ask questions about the entire customer experience Can

customers easily find the information they need to make decisions? Is the buying
process user-friendly? Does your product itself live up to their expectations? Asking
these questions will help you not only get a sense of the experience your brand
provides, but can also help you learn which parts of the process you could be doing
better so that you can make the kinds of impactful changes your customers want.

9. Learn How to Manage Distraught People
One of the least pleasant things you’ll have to deal with as a smart business owner is a
very unhappy client or customer. Don’t shirk responsibility for this part of the job and
don’t let your fear of confrontation color the way you respond.

10. Scope Out Your Competitors
If a customer has worked with one of your competitors in the past, their expectations
of your company will be largely based on that previous experience. And the only way to
know whether you’re living up to those expectations is to spend some time learning
about your competitors. What are they doing well? What do their customers like about
their brand? And what are they doing that you aren’t? If there’s a particular part of the
customer experience that a competitor is doing better than you, it’s in your best
interest to focus your efforts on improving that part of the experience with your brand.

Question7. How would you handle an angry customer? Explain with reasoning. (DISTINCTION)
Ans.
You have to approach each encounter uniquely and cater your communication method to the
customer type you’re working with. Just think about shifting your mindset and look at every
interaction as an opportunity to build rapport.
Handle Angry Customers:
1. Listen.
2. Apologies to difficult customers.
3. Handle angry customers by showing empathy.
4. Maintain a calm tone of voice.
5. Use the customer's name.
6. Build and maintain trust.
7. Don't take difficult customers personally.
8. Handle angry customers using positive language.
9. Resolve the issue.
10. Share the knowledge with difficult customers.
Explain all above:
 Listen
Practice active listening rather than passive listening. Active listening means
concentrating on everything the customer is saying so you clearly understand why they’re
upset. Passive listening means only absorbing part of the message and not paying full
attention to the emotions behind their communication.

 Apologies to difficult customers
Apologies for the problem they’re having. Acknowledging the mistake and letting them
know you’re sorry will go a long way with difficult customers. Be thorough in your apology.

 Handle angry customers by showing empathy
Empathy helps guide your response and reaction to an angry customer. Empathy doesn’t
necessarily mean agreeing with the customer. It means you truly understand how they
feel and can meet them where they are.

 Maintain a calm tone of voice
Keeping a professional demeanor is an essential skill that all customer-facing businesses
should integrate into their training programs. It’s important for representatives to learn
not to let frustration get the better of them. When dealing with an angry customer, it may
be tempting to match their tone of voice. Yet this should be avoided at all costs, as it will
only worsen the situation. Use the customer’s name There’s power in a name. Using the
customer’s name puts a face to the person you’re talking to. It helps instill a strong level
of personalization in the interaction. This is much more effective when trying to handle
angry customers than addressing a nameless entity who could be anyone.

 Build and maintain trust
It’s very likely that the level of trust an angry customer has for your company has been
damaged, and it’s important to rebuild and maintain that trust moving forward. If you’ve
made a mistake, it’s okay; you’ll just need to work a little harder to repair the relationship.
The first thing you need to do is show difficult customers that you care and show them
you truly understand the problem. When handling an angry customer, make sure you
have all of the background information and order history for that customer. This will show
the customer you’re confident and capable of helping them.

 Don’t take difficult customers personally
Remember, this is business, not personal. Remind your agents not to take a customer’s
anger personally. They’re not angry with the agent personally. They’re angry with the
product or service. They had a certain expectation when they purchased a product, and
they experienced a problem.

 Handle angry customers using positive language
When it comes to handling a difficult customer, support teams must be skillful in the
language they use. Negative language will only add fuel to the fire, whereas positive
language is an ingredient to help tame a heated situation.

 Resolve the issue
The primary goal when handling an angry customer is to resolve their issue. Are there
workarounds? Is there something the agent or the customer can do immediately to satisfy
their needs? If so, let them know.

 Share the knowledge with difficult customers
Difficult customers can offer many learnings – it’s genuinely a teachable moment. More
often than not, the root cause of an angry customer points to some operational changes
support agents can make to improve the customer experience. One of those things is
sharing what you learn from the customer.

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