Class XI

TOURISM CONCEPTS AND PRACTICES

OBJECTIVE:
The basic purpose of the paper is to make the learners familiar about the basic and
fundamental knowledge of the terms, concepts and system of tourism. It will form the
base to move forward to interact with the advanced knowledge pertaining to tourism.

COURSE CONTENTS:

Unit-1 Introduction to Tourism 15hours

 Meaning, Definition, Scope of Tourism.
 Definition and differentiation- Tourist, travellers, visitor, transit visitor and excursionist.
 Leisure, recreation and tourism and their Interrelationship - Diagram.
 Nature of tourism – Service Characteristics, how to overcome service characteristics.
 Elements of tourism – man, time and space.
 Components of tourism – A’s and S’s of Tourism (Tourism resources, attractions, product,
market, industry and destination).

Unit –2 Tourism: A Historical Account 10hrs

 Growth of travel and tourism through ages.
 Early Travels, 'Renaissance’ and ‘Age of Grand Tours.
 Industrial revolution and its impact on travel.
 Growth and development of modern tourism.
 Concept of Pleasure travel, annual holiday, “Paid holiday” – LTC
 Tourism in India: an account – Rahul Sankalyan, Tirthatan, Deshartan, Paryatan, modern
travel.

Unit –3 Tourism System 20hrs

• Concept of Push and Pull factors in Tourism.
• Tourism Motivators, Barriers to Tourism – Overcoming barriers to tourism.
• Forms of Tourism – In bound outbound, domestic (UNWTO – Diagram).
 Types of Tourism – ethnic tourism, adventure tourism, rural tourism, eco-tourism, medical
or health or wellness tourism, Sustainable tourism, etc.
 Defining tourist typology.
 Defining Types of Tour packages – mass, readymade – escorted, hosted, individual, - FIT, GIT.
 Defining Tourism Impacts – Socio cultural, economic and environmental.
 MICE: An introduction.

Unit – 4 Tourism Components – I 18hrs

 Attraction – Resources, products, sites, destinations.
 Attraction man-made and symbiotic.
  Accessibility –Modes of Transportation and significance.
 Defining Surface Transport – Road and Rail.
 Defining Air Transport, Water transport – cruises (river and ocean).
 Amenities: health and hygiene, security.

Unit-5 Tourism Components-II 18hrs

 Accommodation Significance.
 Types of Accommodation – based on facilities, based on location, based on length of stay.
 Meal Plan of booking accommodation.
 Available packages – short trip, weekend trip, long trip.
 Ancillary services – guides, escorts, shopping for souvenirs, health services, documentation,
telecommunication, Foreign Exchange.

Unit-6 Inter Linkage between Geography and Tourism Industry 15 hrs.

 Significance and importance of Geography in tourism.
 Defining – Longitude, latitude, time calculation.
 Physical and Cultural Geography.
 Geographical features and their role in Tourism – Canyon, Hills, rivers, lakes, deserts,
beaches etc. with examples.
 Map reading and cartography.
 Indian geography.

Unit -7 Inter Linkage between History and Tourism Industry 14hrs

 Significance and importance of History in tourism.
 Defining – Heritage, historical sites, Archaeological sites.
 Heritage Tourism – types, promotion.
 Guiding around Heritage sites.
 Role of ASI and ASI sites.
 UNWTO world heritage sites in India.

Unit – 8 Tourism Organisations and Trends 10hrs

 Defining the role of Ministry of Tourism Govt. of India, Role of PPP, and Private Sector.
 Defining the role of local bodies, State Tourism Development Corporations, NGOs.
 Functions of UNWTO, IATA, IATO, TAAI.
 Factors responsible for growth and development of tourism.
 General Trends in National & International Tourism trends.

Suggested Readings:
1. Bhatia, A.K,. International Tourism, Sterling Publications, N. Delhi.
2. Bhatia, A.K,. Tourism Development: Principles, Practices & Philosophies, Sterling publications
N. Delhi.
3. Burkart, A & Medlik, S, Tourism: Past, Present & Future. Heinemann
4. Chottopadhyay, K. (1995): Economic Impact of Tourism Development; An Indian Experience,
Kanishka Publishers, Delhi.
 5. Cooper, C, Fletcher, J, Gilbert, D and Wanhill, S. (2002): Tourism: Principles and Practice,
Addison Wesley Longman Publishing, New York, USA.
6. Kamra & Chand (2002): Basics of Tourism, Theory Operation and Practice: Kanishka
Publishers, N. Delhi – 2.
7. Kamra, Krishna. K (2001): Economics of Tourism; Pricing, Impacts, Forecasting; Kanishka
Publishers, N. Delhi.
8. Mill & Morrison, The Tourism System: An Introductory Text, Prentice Hall.
9. Mishra, S.N. Sadual S. K. (2008): Basics of Tourism Management, Excel Books, N. Delhi - 28
10. Raj. K. (2002): Modern Dictionary of Tourism, Ivy Publishing House, Delhi – 95.
11. Seth, P.N. Bhat, S. (1993): An Introduction to Travel and Tourism, Starling Publishers, N.
Delhi.
12. Negi, J.S. Tourism & Travel – Concepts & Principles, Gitangili Publishing House, N. Delhi.
13. Robinson, H.A. Geography of Tourism, Mc Donald & Evans, London.

--------------------------------------------

PRACTICAL COMPONENTS:
1. Computer Skills with access to computer for getting information related to tourism from
internet as well as basic information from Windows and MS Office. 45 hrs/20 marks

2. Project work based on newspaper and magazine cutting on tourism related news. 10hrs
/10marks

3. Role play with regard to information dispersal to guests / tourists. 25hrs /10 marks
 Class XI
TOURISM RESOURCES IN INDIA

Objectives: The Course will make Students familiar with Tourism Resources of India and the
opportunities provided by them in shaping India as one of the favourites at
International level and will also help students to develop a vision for further
growth and prosperity of Indian Tourism with sustainable approach .
Course Contents:
GENERAL CONCEPTUAL SURVEY

UNIT-I

Definitions, Terminologies and Concept of Tourism resources, Linkage between Tourism

Resources and Products, Types of Products, Categories of Tourism resources and bases of
categorization of Tourism Resources in Indian context.

A. PHYSICAL RESOURCES
Role and Functions of Mountains, Hill Stations, Deserts, Beaches, Islands, Coastlines,
Ocean, Seas, Bays and Gulfs, Rivers and Lakes as Tourism Providers and Facilitators.

B. BIOLOGICAL RESOURCES
Flora and Fauna and Natural Reserves in India as Tourism Providers and Facilitators.
C. CULTURAL RESOURCES
History, Culture and Heritage, Monuments, Religions, Customs, Traditions,
Pilgrimage Destinations, Fairs and Festivals, Handicrafts and Handlooms, Dance
Styles. Dargahs and Samadhies, Conservatories: Museums, Archives, Transportation,
Communication and Tourist Accommodations, Cuisines and Gastronomie’s roles in
Tourism.

FOCUSED STUDY
UNIT-II

PHYSICAL RESOURCES

Mountains: Himalayan Range, Ladakh Range, Pir Panjal Range, Siachin, Patkoi,
Langpangkong Range, Namcha Barwa, Aravalli, Dundwa Range, Vindhyan Range, Satpura
Range, Eastern Ghats, Western Ghats and Nilgiri mountains with special focus on their roles
in providing Mountain Tourism, Geotourism and Adventure Tourism .
UNIT-III
Hill Stations: Andhra Pradesh (Araku Valley, Horsley Hills), Gujarat (Saputara, Wilson
Hills), Himachal Pradesh (Chail, Dharamsala, Dalhousie, Kasauli, Manali, Shimla, Kufri,
Palampur), Jammu and Kashmir (Srinagar, Pahalgam, Gulmarg, Leh), Karnataka
(Kudremukh, Kemmangundi, Madikeri, Nandi Hills, Chikkamagaluru), Kerala (Munnar,
Devikulam, Nelliampathi, Ponmudi, Vythiri, Vagamon), Madhya Pradesh, (Pachmarhi),
Maharashtra (Lonavla, Amboli, Chikhaldara, Khandala, Lavasa, Mahabaleshwar, Matheran,
Panchgani, Toranmal), Meghalaya (Nohkalikai), Odisha (Daringbadi), Rajasthan (Mount
Abu), Sikkim (Gangtok, Pelling, Lachung), Tamil Nadu (Ooty, Coonoor, Kodaikanal),
Uttarakhand (Nainital, Mussoorie, Almora, Auli, Kausani, Ranikhet, Uttarkashi), West
Bengal (Darjeeling, Kalimpong, Kurseong) as contributors to Recreation, Health and
Wellness Tourism.

UNIT-IV

Beaches and Coastlines: Anjunana Beach, Arambol, Baga Beach, Benavali, Beach,
Bambolim Beach, Benaulim Beach, Bogmalo Beach, Candolim Beach, Cavellosim Beach,
Colva Beach, Calangute Beach, Lakshadweep Beaches, Juhu Beach, Choupati Beach,
Kanyakumari, Maple, Miramar, Palolem Beach, Beach, Vagator Beach, Varca Beach,
Chenni Beach, roles of Beach, Coastal, Marine Sports and Adventure Tourism.

UNIT-V

Islands: Andaman and Nicobar, Lakshadweep Group of Islands and Majuli Islands in Assam
as Island, Coastal, Tribal, Adventure and Ecotourism and Geotourism providers.

UNIT-VI

A. MAJOR RIVERS

Alaknanda River, Amravati River, Baitarani River, Banas River, Beas River, Betwa River,
Bhagirathi River, Bharathappuzha, Bhargavi River, Bhavani River, Bhilangna River, Bhima
River, Bhugdoi River, Brahmaputra River, Gandak River, Chambal River, Chenab River,
Ganges River, Ghaghara River, Godavari River, Gomati River, Hoogly River, Indus River,
Jhelum River, Mahanadi River, Mahi River, Mondovi River, Meenachil River, Meghna
River, Musi River, Narmada River, Naagavali, Ravi River, Rihand River, Tapti River, Saryu
River, Sarasvati River, Sabarmati River, Son River, Subarnarekha River, Sutlej River, Teesta
River, Thuthapuzha, Tons, Tungabhadra River, Yamuna River, Zuari River forming the bases
for Tourist Transportation, River Tourism, River based Religious Tourism and River
Adventure Tourism.
B. MAJOR LAKES
ANDHRA PRADESH (Hussain Sagar, Kambham Lake, Kolleru Lake, Pulicat Lake),
ASSAM (Chanddubi Lake), BIHAR (Ranchi Lake, Topchanchi Lake), GOA (Corambolin
Lake, Mayem Lake), GUJARAT (Narayan Sarovar), HARYANA (Badkhal Lake, Brahma
Sarovar, Suraj Kund), HIMACHAL PRADESH (Bhrighu Lake, Chamera Lake, Chandra
Tal Lake, Gadhasaru Lake, Gobind Sagar Lake,Maharana Pratap Sagar Lake, Manimahesh
Lake), JAMMU and KASHMIR (Dal Lake, Manasbal Lake, Mansar Lake, Wuler Lake),
KARNATAKA (Karanji Lake, Kukkarahalli Lake, Ulsoor Lake), KERALA (Akkulam
Lake, Pookot Lake, Venbanad Lake), MAHARASHTRA (Ambazari Lake, Lonar Lake,
Pashan Lake, Rankala Lake, Ramkund Lake), MEGHALAYA (Thadlaskein Lake, Umhang
Lake), ODISHA (Chilika Lake), RAJASTHAN (Ana Sagar Lake, Fateh Sagar Lake, Pichola
Lake, Sardar Samand Lake), SIKKIM (Khecheopalri Lake,Tsomgo Lake), TAMIL NADU
(Berijam Lake, Ooty Lake, Pulicat Lake), UTTARAKHAND (Bhim Taal, Dodi Taal, Kedar
Taal, Naini Lake, Nachiketa Taal, Naukuchia Taal, Roop Kund), UTTAR PRADESH
(Barua Sagar Taal, Radha Kund) for providing the basis for Boating and Lake Tourism.

C. MAJOR CANALS
Indira Gandhi Canal, Ganga Canal, Sethu Canal, Agra Canal, Telugu Ganga Canal,
Kalingarayan Canal, Buddha Nullah Canal, Sutlej -Yamuna link Canal, Lower Bhavani
Canal,Kaveri–Vaigai link Canal, Shoranur Canal, Tamirabarani–Nambiar Canal to support
flora and fauna, catchment greenery and Resort centers along Canal banks.

D. EASTERN, WESTERN AND SOUTHERN COAST LINES AND TOURISM

(INDIAN OCEAN, ARABIAN SEA, GULF OF KHAMBAT AND BAY OF
BENGAL)
I PORTS

Jawaharlal Nehru Port (Navi Mumbai), Diamond Harbour, Kolkata, Haldia, Paradip,
Vishakhapatnam, Ennore, Chennai, Tuticorin, Kochi, New Mangalore, Mormugao,
Kandla

II PALK STRAIT AS SITE FOR GEOTOURISM AND RELIGIOUS TOURISM

III MARINE TOURISM

IV WATER SPORTS and ADVENTURE TOURISM

E. Deserts: Thar Desert with special reference to Jaisalmer, Bikaner and Barmer.
UNIT-VII

BIOLOGICAL RESOURCES

Major Natural Reserves of India and Tourism Resources out of Them: Jim Corbett National
Park and Tiger Reserve (Western Himalaya), Kaziranga National Park (North-Eastern
Himalaya), Kanha National Park and Tiger Reserve, Bandhavgarh National Park and Tiger
Reserve (Central India), Ranthambore National Park and Tiger Reserve, Sariska Wildlife
Sanctuary (Semi-Desert India), Sunderbans National Park and Tiger Reserve, Gir National
Park (Coastal India) Nagarhole National Park and Wildlife Sanctuary, Periyar National Park
and Tiger Reserve (Southern Peninsular India), Sunderbans Crocodile Reserves in form of
Wildlife Sanctuaries (Eastern India), National Parks, Zoological Parks and Kolkata, Kashmir,
Bangaluru Botanical Gardens and Valley of Flowers as backbone for Ecotourism, Wildlife and
Green Tourism, Dachigam NP, Lok Tok NP .

UNIT-VIII
CULTURAL RESOURCES

A. Monuments(With Spatio-Temporal and Architectural Significance) - Qutub Complex

(Delhi), Attalla Mosque (Jaunpur), Kirtistambha (Chittor), Humayun Tomb (Delhi), Sikandara
and Buland Darwaza (Near Agra), Red Fort (Delhi), Taj Mahal, Red Fort (Agra), Golden
Temple (Amritsar), Hawa Mahal (Jaipur), Bara Imambara (Lucknow), Ajanta and Ellora caves
(Maharashtra), Amaranth cave (Kashmir), Victoria memorial (Kolkata), Gateway of India
(Mumbai), Somnath and Akshardham Temples (Gujarat) Samadhies at the bank of river
Yamuna (Delhi), Hampi (Karnataka), Rameswaram, Tirupati Temples (Tamilnadu), Agrasen ki
Baoli (New Delhi), Rajon ki Baoli, (New Delhi), Charthana Barav (Parbhani District,
Maharashtra), The Rani ki vav (Patan, Gujarat), The Adalaj ni Vav (Adalaj, Gandhinagar,
Gujarat), Raniji ki Baori (Bundi, Rajasthan), Sarnath (Stupa and National emblem, Varanasi,
U.P.), Stupa of Sanchi (Madhya Pradesh), Konark Sun Temple (Odisha), Jantar Mantar (Jaipur
and Delhi), Dilwara Jain Temples of Mount Abu (Rajasthan).

B. Museum and Archives-National Museums of Delhi and Kolkata, Important National

and State Archives, Fish Aquarium of Mumbai.

C. Pilgrimage Destinations
Hindu: Char Dham Yatra, JyotirlingaYatra, Vindhyachal (U.P.) Kamahi (Assam),
Vaishnavadevi, Kashi, Prayag, Gaya, Ayodhya, Mathura–Virndavan, Allahabad,
Ujjain, Hardwar, Nasik, Gangasagar.

Buddhist: Lumbini, Bodhgaya, Sarnath, Kushinagar, Sharavasti, Sankisa, Vaishali, Rajgir,

Kapilvastu, Nalanda, Sanchi, Ajanta.

Jains: Kashi, Pav puri, Shatrunjaya, Girnar, and Dilwara (Mt. Abu), Sharavanbelgola,
Palitana.

Muslims: Ajmer Sharif, Nizamuddin (Delhi), Fatehpur Sikri, Hazrat Bal (Kashmir), Haji Ali ki
Dargah(Mumbai), Bada Imambara(Lucknow) and some important Mazars.

Sikhs: Patna Sahib (Patna), Nanded Sahib (Nanded), Guru-ka-Tal (Agra), Golden Temple
(Amritsar).

Saints: Amir Khusro, Kabirdas, Tulsidas, Rahim, Saint Tukaram, Ravidas, Sankaracharya
and Gurus.

D. Fairs and Festivals:

Kumbha, Pushkar, Sonepur, Dadari, Tarnetar, Chhatha, Pongal/ Makar-Sankranti, Baishakhi,

Meenakshi Kalyanam,Holi, Gangaur, Onam, Durga Puja, Ramalila, Diwali, Kartik Purnima
(Dev Deepawali, Guru Parb), Dashahara (Kullu), Rathyatra, Nag Nathaiya (Varanasi),
Barawafat, Id-ul-Fitr, Easter, Christmas, Carnival (Goa), Burhawa Mangal (Varanasi), Ganga
Mahotsava, Taj Mahotsava, Karva Chauth, Urs, Khajuraho Mahotsava and Desert Festival,
Phool Walon ki Sair.

E. Dance And Music:

Sangeet Kala Academy (Delhi), Dance Styles and main Gharanas of Indian Music, Qawalies,
Rubaies, Thumries, Bhajan-Kirtan, Regional Classical Dances, Regional Folk Songs and
dances, Dramas and Theatre in India.

F. Handicrafts and Handlooms:

Khadi Gram Udhyog, Gandhi Hathkargha Ashrams, Kuteer Udhyog, Aagan Vadis, Lucknow
Chickan Art, Kashmiri Firan and Kangri, Kanchipuram and Banarasi Sarees, Shahtoosh and
Pashmina Shawls, Tribal Handicraft and Artifacts, Shoping Malls and Emporiums, Haats etc.

G. Regional and Ethnic Cuisines:

Bengali Food, Goan Food, Gujarati Food, Kashmiri Food, Punjabi Food, Rajasthani Food,
Mughlai Food Maharashtrian Food, South Indian Food and Non-Vegetarian Food (Jhatka and
Halaal Meat preferential Communities).

Practical Component:
 Map Work: Identification, Demarcation and Plotting 32 Hrs.
 A visit to a tourist site/ hotel 48 Hrs.

Suggested Readings:

1. a. NCERT, Human Geography (Class-XI)

b. NCERT, Geography of India (Class-XI)
2. a. NCERT, Human Geography (Class-XII)
b. NCERT, Geography of India (Class-XII)
3. Manoj Kumar Yadav: Food and Beverage Service in India, AP Publications
4. Gupta, SP, Lal, K, Bhattacharya, M. Cultural Tourism (DK Print 2002)
5. Dixit, M and Sheela, C. Tourism Products (New Royal Book, 2001)
6. Michell, George, Monuments of India, Vol. I. London.
7. Davies, Philip, Monuments of India, Vol. II., London.
8. Brown Percy, Indian Architecture (Buddhist and Hindu), Bombay.
9. Hawkins. R.E., Encyclopaedia of Indian Natural Resources.
10. Vatsayana, Kapila, Indian Classical Dance, New Delhi.
11. Swami, Prayaganand, History of Indian Music and Dance.
12. Jain, Jyotindra and Arti, Aggrawal: National Handicrafts and Handlooms Museum.
13. Jain, Jyotindra and Arti, Aggrawal: Indian Museums and Conservatories
14. Mode. H. and Chandra.S. : Indian Folk Art, Bombay.
15. Mehta. R. J.: Handicrafts and Industrial Arts of India, New York.
16. Grewal, Bikram (ed.): Wildlife Tourism in India.

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 Class XII (Travel Agency and Tour Operations Business)

Sl. Unit Name Duration Key Learning outcomes

No. Theory Practical Total The students will be able to understand:

1 Introduction to Travel  Evolution , Meaning & Concept of

&Tourism Business Travel Business
 Difference between Travel Agency
15 15 and Tour Operator
-
Hours Hours  Types and Organization Structure of
TA & TO- Retailers and Wholesalers
 Market Trends and TA business
scenario
 Business Integration
2 Operations of Travel  Role, Functions and Responsibilities
Agent of TA & TO
 Ticketing- Fare Calculation-
20 35  Documentation- Packaging Tour
15
 Foreign Exchange
Hours Hours Hours  Hotel, Cruise, Bus & Rail
Reservations- Car Rentals
 Travel Documentations-
 Marketing & Publicity
 Market Research
3 Transport Network-  Features of Good Transport
 Criteria for Selecting a Good
Transport
 Types of Road, Rail, Sea and Air
15 15 Transport
-
Hours Hours  Contract and Approval for Owning
Transport
 Scheduling the Car and Bus
Bookings
 Preparation of Documentations for
Running Car and Bus Transport
4 Itinerary Planning  Techniques of store operations
 Procedures for product sale
 Efficient systems of different
20 35 channels involved
15
 Store design
Hours Hours Hours  Effective rapport with consumer
 Ensuring efficient and economic
system for RIS
 Selling skills
 Avoiding business risks
 5 Tour Packaging &  Meaning and Classifications of Tour
Programming- Packages
 Components of Package
 Customized and Tailor-Made
15 15
- Package
Hours Hours  Tour Formulation & Designing
Process
 Tour Brochure Designing
 Tour Programming and its
Importance
6 Package Tour Costing  Meaning and Types of Cost
20  Concept of Tour Costing
15 35  Components of Tour Cost
Hours  Preparation of Cost Sheet
Hours Hours  Tour Pricing
 Calculation of Tour Price
 Pricing Strategies- Factors
 Influencing the Tour Costing
7 Government and  Rules for Setting up TA & To-
Professional Bodies Approval Procedures
15 15  Different Government Schemes and
-
Hours Hours Policies for TA Business
 Professional Bodies and their
activities (UFTAA- PATA-ASTA-TAAI-
IATO-ATAOI- ADTOI- TAFI- FIYTO)
8 Global Distribution  Display Airlines Schedules &
System Availability
20  Display Fares
15 35  Display Complete Hotel Description
Hours & Availability- Decode & Encode
Hours Hours Countries, Cities & Airports,
Aircrafts, Airlines
 Display Exchange Rates, Maps-
Airline Seat Maps, Local Times-
Online Portals

Total Hours 120 80 200

 Class XII

Introduction to Hospitality Management

Learning Objective

This paper provides an overview of the hospitality industry and brings out its importance to
tourism industry.

UNIT I

Meaning, concept, origin and development of hospitality industry. Importance of customer

care in hospitality. Eco friendly practices in hospitality. Concept of Ecotels. Famous hotel
chains in India and worldwide. Role of hospitality industry in tourism .

UNIT II

The important functional departments of the hotel, their functions. Organizational chart of
hotels (Large, Medium, Small) . Facilities provided in hotels.

UNIT III

Room Types & Tariffs - Types of rooms, Food / Meal plans, Types of room rates. (Rack,
FIT, crew, group, corporate, weekend etc.) ; Classification of hotels (based on various
categories like size, location, clientele, length of stay, facilities, ownership) Registration and
gradation of hotels.

UNIT IV

Meaning and definition of hospitality distribution channels, functions and levels of

distribution channels, basics of major hospitality distribution channels-travel agents, tour
operators, consortia and reservation system.

UNIT V

Front Office department and its functions. Sections and layout of Front Office ,
Organizational chart of front office department (small, medium and large hotels) , Duties and
responsibilities of various staff. The guest cycle, Property management systems, Attributes of
front office personnel, Co-ordination of front office with other departments of the hotel. The
organisation structure of rooms division.

UNIT VI

Equipments used (Manual and Automated) ; Role of Front Office- Key control and key
handling procedures , Mail and message handling , Paging and luggage handling , Rules of
the house (for guest and staff) , Black list , Bell Desk and Concierge
UNIT VII

Communication Fundamentals- Telephone etiquettes, Important terminology used in hotels

Professional Attributes- Attitude towards your job, Personal Hygiene, Uniforms ,Care for
your own health & safety.

UNIT VIII

Safety practices & procedures- Accidents, types, nature, classification ; Preventive measures
for each type of accident, Reporting accidents; First aid - meaning, importance, and basic
rules. Fire Prevention.

Practical Sessions:

A. FRONT OFFICE PRACTICAL (Identification of various vouchers): The students

will have to draw one or two of the following vouchers and according to the case
study fill up the vouchers (desk work)
 Registration Card
 Reservation Form
 Amendment Slip
 Cancellation Slip
 Arrival/departure notification slip
 VIP amenities voucher
 Miscellaneous charge voucher
 Allowance voucher
 Paid out voucher
 Message slip
 Guest Folio

B. Telephone etiquettes and manners.

C. Front desk grooming and other essentials – body language, speech modulation which
includes articulation, variation control of pitch and tonal quality.

D. Role play: Guest Check-in and check-out procedures for FIT’s / GIT’s / Crews etc.

Luggage proced
& revenue.