Model paper

Dean's Office Official Model Question Paper

ITC 307 · Computer and Information Technology

Programme
BTTM
Academic year
Semester 1
Paper type
Official Model Question
Sitting
Dean's Office Blueprint
Full marks
60
Duration
180 minutes

Tribhuvan University

Faculty of Management

Office of the Dean

Official Model Question Paper / Dean's Office Blueprint

Course: ITC 307 · Computer and Information Technology

Level: Bachelor of Travel and Tourism Management (BTTM) · Semester 1

Full Marks: 60

Time: 3 hrs.

Candidates are required to give their answers in their own words as far as practicable. Figures in the margin indicate full marks.

Group A

Brief Answer Questions. Attempt ALL questions. (5 × 2 = 10)

[5*2=10]

  1. What is a Global Distribution System (GDS) in travel and tourism? Name two leading GDS platforms.

    [2]
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    Meaning and Examples of GDS

    A Global Distribution System (GDS) is a computerized network that facilitates automated transactions between travel service providers (airlines, hotels, car rental companies) and travel agencies, enabling real-time access to inventory, schedules, fares, and instant reservation processing worldwide.

    Leading Platforms: Amadeus, Sabre, and Travelport (Galileo).

  2. Distinguish between an intranet and an extranet in a travel corporation.

    [2]
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    Intranet vs. Extranet

    • Intranet: A private, secure internal network accessible exclusively by an organization’s own employees to share internal documents, duty rosters, and company policies.
    • Extranet: A controlled private network that allows secure access to authorized external partners, such as sub-agents, corporate travel clients, and suppliers, using authenticated credentials.

  3. Define Central Reservation System (CRS) and mention its primary role in hotel operations.

    [2]
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    Central Reservation System (CRS)

    A Central Reservation System (CRS) is a computerized software application used by hospitality chains to centrally manage, update, and distribute inventory, room rates, and reservations across multiple distribution channels and property locations in real time.

  4. What is a Passenger Name Record (PNR)? List three key elements contained within it.

    [2]
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    Passenger Name Record (PNR)

    A Passenger Name Record (PNR) is a unique alphanumeric record in a CRS/GDS database that holds the complete travel itinerary and personal details for an individual passenger or traveling party.

    Three Key Elements:

    1. Name of passenger(s).
    2. Flight / itinerary segment details.
    3. Contact details (phone/email) and ticketing time limit.

  5. Define Geographic Information Systems (GIS) and its utility in tourism destination planning.

    [2]
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    GIS in Tourism Destination Planning

    A Geographic Information System (GIS) is a computer-based framework that captures, manages, analyzes, and displays geographically referenced data. In tourism planning, GIS is used for mapping trekking routes, analyzing tourist movement patterns, assessing environmental sensitivity zones, and selecting optimal sites for tourist infrastructure.

Group B

Short Answer Questions. Attempt any THREE questions. (3 × 10 = 30)

[3*10=30]

  1. Explain the architectural components and operational workflows of a Global Distribution System (GDS) in international airline ticketing.

    [10]
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    Architecture and Operational Workflow of GDS in Airline Ticketing

    Global Distribution Systems (such as Amadeus and Sabre) form the backbone of the global travel distribution ecosystem.

    1. Core Architectural Components

    • Host Airline Reservation Systems (CRS): Backend databases of individual airlines housing raw flight schedules, seat inventory, and fare classes.
    • GDS Core Engine: High-speed processing servers that aggregate, normalize, and distribute flight data from hundreds of airlines simultaneously.
    • Travel Agency Terminal / API Interface: The front-end terminal (cryptic command interface or modern graphical user interface/API) through which retail travel agents and Online Travel Agencies (OTAs) query and book inventory.
    • Billing and Settlement Plan (BSP) Integration: The IATA clearinghouse system connecting airlines and accredited travel agents to handle financial reconciliation and remittance.

    2. Operational Ticketing Workflow

    1. Availability Query: The agent queries origin, destination, and travel dates (AN KTM DEL 15OCT). The GDS retrieves live seat inventory across multiple competing carriers.
    2. Flight Segment Selection: The agent selects desired flights and booking classes (e.g., Economy Y or Business J).
    3. Creation of PNR (Mandatory PRINT Elements):
      • P (Phone): Contact details.
      • R (Received from): Booker identity.
      • I (Itinerary): Flight segments.
      • N (Name): Passenger legal name matching passport.
      • T (Ticketing): Ticketing time limit / payment mode.
    4. End of Transaction & PNR Generation: The GDS creates a 6-character alphanumeric locator code and updates carrier seat counts.
    5. Electronic Ticket Issuance (e-ticket): Payment is validated, BSP financial coupons are created, and a 13-digit e-ticket number is transmitted to the traveler.

  2. Discuss the impact of e-tourism and Online Travel Agencies (OTAs) on traditional brick-and-mortar travel agencies in Nepal.

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    Impact of E-Tourism and OTAs on Traditional Travel Agencies in Nepal

    The rapid rise of e-tourism and multinational Online Travel Agencies (such as Booking.com, Agoda, Expedia, and domestic platforms like eSewa and Khalti Travel) has reshaped Nepal’s travel distribution landscape.

    1. Challenges Faced by Traditional Travel Agencies

    • Disintermediation: Direct consumer booking for domestic/international flights and city hotels bypasses retail travel counters.
    • Price Transparency & Margin Compression: OTAs provide real-time price comparisons and aggressive discounting, eroding the commission margins of traditional brick-and-mortar operators.
    • 24/7 Digital Convenience: Modern travelers can browse, compare, and instantly book services anytime via smartphones, contrasting with traditional agencies operating under fixed counter hours.

    2. Strategic Opportunities & Differentiation for Traditional Agencies

    • Specialized Experiential & Adventure Travel: High-altitude mountaineering, remote trekking (Dolpo, Manaslu), and custom expeditions require complex logistical coordination, permits, and trusted safety protocols that automated OTAs cannot deliver.
    • Personalized High-Touch Service: Offering customized itineraries, emergency mountain rescue coordination, and dedicated human support during crises.
    • Corporate & MICE Travel Management: Serving institutional clients requiring credit billing, flexible invoice reconciliation, and complex group conference logistics.
    • Hybrid Adaptation: Traditional agencies are adopting digital booking portals, dynamic payment gateways (ConnectIPS, Fonepay), and active social media sales funnels.

  3. Describe the critical features of a modern Property Management System (PMS) in hospitality and how it interfaces with Channel Managers and Point of Sale (POS) systems.

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    Modern Property Management System (PMS) and Its System Interfaces

    A Property Management System (PMS) is the core operational software that coordinates front office, housekeeping, accounts, and guest management in a hotel.

    1. Critical PMS Modules

    • Front Desk & Reservations: Check-in, check-out, room allocation, keycard encoding, and guest folio management.
    • Housekeeping & Maintenance: Real-time room status tracking (Clean, Dirty, Inspected, Out-of-Order) and work-order logging.
    • Guest Profiles & CRM: Historical preferences, dietary requirements, loyalty tracking, and contact details.
    • Financial Accounting & Night Audit: Daily revenue posting, tax compliance, city ledger invoicing, and end-of-day reconciliation.

    2. Interface Integration

    • PMS-Channel Manager Integration: The channel manager acts as a two-way synchronization bridge between the PMS and third-party OTAs (Booking.com, Airbnb). When a room is booked at the front desk, the PMS updates the channel manager, which instantly reduces available inventory across all external OTAs, preventing overbooking.
    • PMS-Point of Sale (POS) Interface: When a guest consumes food, beverages, or spa services, the POS terminal verifies guest room numbers via the PMS interface and posts the charges directly to the central guest room folio.

  4. Explain data security, cyber threats, and guest privacy considerations (GDPR) in tourism and hospitality databases.

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    Data Security, Cyber Threats, and Privacy in Tourism

    Tourism enterprises handle sensitive consumer data—including passport copies, credit card numbers, travel itineraries, and health details—making them prime targets for cyber attacks.

    1. Major Cyber Threats

    • Phishing & Social Engineering: Fraudulent emails impersonating corporate clients, airlines, or senior management to hijack booking credentials.
    • Ransomware: Malicious software encrypting reservation databases and demanding ransoms to restore hotel access.
    • Data Breaches & Payment Interception: Insecure Wi-Fi networks or POS malware intercepting credit card numbers (violating PCI-DSS standards).

    2. Regulatory Compliance & Guest Privacy (GDPR Principles)

    • Lawfulness & Consent: Explicit consent must be obtained before storing or utilizing guest personal data for promotional marketing.
    • Data Minimization: Collecting only data strictly necessary to execute the travel booking.
    • Right to Erasure (‘Right to be Forgotten’): Guests have the legal right to request complete deletion of their personal records once the service contract terminates.
    • Security Safeguards: Mandatory deployment of end-to-end data encryption, multi-factor authentication (MFA), role-based database access, and secure off-site cloud backups.

Group C

Comprehensive Answer / Case Analysis Question. (1 × 20 = 20)

[1*20=20]

  1. Read the following scenario and answer the questions:

    Annapurna Trails & Expeditions is a prominent adventure tour operator in Pokhara managing over 3,500 international trekkers annually. However, its technology infrastructure is disjointed: bookings arrive via separate email threads, guide schedules are tracked on whiteboards, client medical forms are stored as physical paper files, and billing uses standalone Excel sheets. Last trekking season, three major crises occurred: an overbooking incident at a high-altitude teahouse in Chomrong caused 12 clients to sleep in dining halls; an emergency helicopter evacuation was delayed by four hours because the client’s insurance policy and satellite IMEI details were misfiled; and a manual spreadsheet error resulted in a Rs 1,200,000 double-payment to transport vendors.

    Questions: a. Identify the systemic technological vulnerabilities and operational risks in Annapurna Trails’ current operations. b. Propose a comprehensive Enterprise Information Architecture (EIA) encompassing Cloud CRM, ERP, and Mobile Operations for the company. c. Design a database schema (Entity-Relationship description) for managing Trekkers, Bookings, Guides, and Emergency Evacuation Records. d. Outline a phased implementation plan and change management protocol to train staff and transition successfully to the new digital platform.

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    Case Analysis: Digital Transformation at Annapurna Trails & Expeditions

    a. Systemic Technological Vulnerabilities and Operational Risks

    1. Fragmented Data Silos: Disjointed communication across email, physical paper, and standalone spreadsheets creates informational blind spots and data duplication.
    2. Absence of Real-Time Inventory & Teahouse Capacity Tracking: Relying on manual arrangements led directly to the overbooking crisis in Chomrong, causing brand damage and client dissatisfaction.
    3. Critical Life-Safety Risk in Emergency Management: Physical paper storage of medical records and insurance policies caused a 4-hour delay in emergency helicopter authorization, endangering client lives in severe mountain conditions.
    4. Financial Leakage & Human Error: Manual entry in standalone spreadsheets led to a Rs 1,200,000 double-payment error due to lack of automated three-way matching (Purchase Order, Service Delivery Note, and Vendor Invoice).

    b. Enterprise Information Architecture (EIA)

    1. Cloud-Based Tourism ERP & CRM: A unified cloud database (e.g., Salesforce/Odoo Tourism) linking lead acquisition, customized quoting, and booking records.
    2. Centralized Guest & Emergency Safety Vault: Digital traveler profiles storing encrypted passport copies, travel insurance policy numbers, emergency contact info, and medical disclosures accessible 24/7 via secure cloud.
    3. Field Operations Mobile App: Offline-capable mobile application for guides and tour leaders enabling digital attendance logging, daily altitude check-ins, GPS tracking, and real-time lodge confirmation.
    4. Integrated Accounting & Financial Reconciliation: Automated ERP accounts module with automated vendor invoicing, digital voucher matching, and direct bank reconciliation via payment gateways.

    c. Database Schema (Entity-Relationship Description)

    Entity Primary Key Attributes Foreign Keys / Relationships
    Trekker Trekker_ID Full_Name, Passport_No, Nationality, DOB, Medical_Allergies, Insurance_Policy_No, Insurance_Hotline 1:M with Booking
    Trek_Route Route_ID Route_Name (e.g., ABC, EBC), Duration_Days, Max_Altitude, Permit_Requirements 1:M with Booking
    Booking Booking_ID Booking_Date, Start_Date, End_Date, Group_Size, Total_Cost, Payment_Status FK: Trekker_ID, Route_ID, Guide_ID
    Guide Guide_ID Full_Name, License_No, Wilderness_First_Aid_Cert, Phone, Satellite_Phone_No 1:M with Booking
    Evacuation_Log Evac_ID Incident_Time, Coordinates_Lat_Long, Symptoms, Heli_Company, Hospital_Transferred, Outcome FK: Booking_ID, Trekker_ID

    d. Phased Implementation Plan and Change Management Protocol

    1. Phase 1: Requirements Analysis & Vendor Selection (Months 1–2): Audit operational workflows, define technical requirements, and select a specialized cloud travel ERP.
    2. Phase 2: Database Migration & Configuration (Months 3–4): Digitize and sanitize historical client records, configure role-based access, and build mobile emergency access protocols.
    3. Phase 3: Staff Training & Pilot Testing (Month 5): Conduct hands-on training workshops for office booking coordinators and field guides; pilot the digital platform with a small 20-trekker cohort.
    4. Phase 4: Full Go-Live & Post-Implementation Review (Month 6): Decommission physical whiteboards and manual spreadsheets; run 24/7 technical support during peak trekking season.