Food and Beverage Services NCII

PRE-TEST

Name: _______________________________ Score: ____________

Instruction: Encircle the letter of the correct answer.

1. Which of the following is NOT TRUE for both casual dining and fast food
restaurants?

Select one:

a. Both have lower guest-to-staff ratio compared to fine-dining restaurants

b. Both offer menu items that are more-affordable than in fine-dining restaurants*

c. Both observed free-seating of guests.

d. Both offer easy-to-prepare menu items convenient for take-away

2. This document is usually handed before the shift starts to let you know the
activities that you must accomplish during your shift.

Select one:

a. Standard operating Procedures (SOPs)

b. Daily Task Sheets

c. Contracts and Job Description

d. Direct Requests

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3. Using visual materials to label items and to provide instructions are practices under
what phase of 5S?

Select one:

a. Sustain (Shitsuke)

b. Systematize (Seiton)

c. Standardize (Seiketsu)

d. Sort (Seiri)

4. This type of menu is characterized by food and beverage items having separate
prices.

Select one:

a. Plat du Jour

b. Carte Du Jour

c. Table d’Hote

d. Ala Carte*

5. Which of the following is not a cutlery?

Select one:

a. Butter Spreader

b. Parfait Spoon

c. Steak Knife
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d. Soup Tureen*

6. Identify which of the following groups consist of stemmed glassware only?

Select one:

a. Sherry Glass, Champagne Flute, Martini Glass

b. Pilsner, Collins Glass, Margarita Glass

c. Red Wine Glass, Water Goblet, Shot Glass

d. Irish Coffee Glass, Brandy Snifter, Rock Glass

7. Which of the following is NOT TRUE about following up table reservations?

Select one:

a. It determine if tables may be given to other guests if the former reservation has been
cancelled

b. It determines what mode of payment is to be be applied? *

c. It enables staff to explain parking arrangements to help facilitate the guests’ arrival

d. It makes sure that guests who have made a reservation will have an allotted
space/table when they arrive

8. Why is it important to ask questions when handling guest complaints?

Select one:

a. It keeps the guests informed about the progress of the action.

b. It gives you enough time to look for possible resolutions.

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c. It makes the guests realize how petty their complaints are.

d. It helps clarify details of the complaint.*

9. Why is it important to provide proper handover to the incoming shift?

Select one:

a. It provides a chance for an F&B staff to see the shortcomings of the previous shift.

b. It gives the staff a chance to properly bid goodbye to the guests as their shift ends.

c. It develops a bond between staff of different shifts.

d. It ensures the guests that service will remain efficient even when shifts change.*

10. Which of the following measures should NOT be done when handling guest
complaints?

Select one:

a. If the complaint involves a staff member, always take the side of the guest*

b. Stay calm and positive

c. Listen to the complaint, apologize and act quickly to fix the problem

d. Clarify detail of complaint

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Pre-Test Answer Key

1. b

2. b

3. c

4. d

5. d

6. a

7. b

8. d

9. d

10. a

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 Food and Beverage Services NCII

POST-TEST

Name: _______________________________ Score: ____________

Instruction: Encircle the letter of the correct answer.

1. Which of the following measures should NOT be done when handling guest
complaints?

Select one:

a. If the complaint involves a staff member, always take the side of the guest*

b. Clarify detail of complaint

c. Stay calm and positive

d. Listen to the complaint, apologize and act quickly to fix the problem

2. Why is it important to ask questions when handling guest complaints?

Select one:

a. It helps clarify details of the complaint.*

b. It gives you enough time to look for possible resolutions.

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c. It makes the guests realize how petty their complaints are.

d. It keeps the guests informed about the progress of the action.

3. Why is it important to provide proper handover to the incoming shift?

Select one:

a. It develops a bond between staff of different shifts.

b. It provides a chance for an F&B staff to see the shortcomings of the previous shift.

c. It gives the staff a chance to properly bid goodbye to the guests as their shift ends.

d. It ensures the guests that service will remain efficient even when shifts change.*

4. Which of the following is NOT TRUE about following up table reservations?

Select one:

a. It determines what mode of payment is to be be applied? *

b. It enables staff to explain parking arrangements to help facilitate the guests’ arrival

c. It determine if tables may be given to other guests if the former reservation has been
cancelled

d. It makes sure that guests who have made a reservation will have an allotted
space/table when they arrive

Date Developed: Document No.

TRAINER’S
METHODOLOGY I Issued by:
Date Revised :

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5. Which of the following is NOT TRUE for both casual dining and fast food
restaurants?

Select one:

a. Both observed free-seating of guests.

b. Both offer easy-to-prepare menu items convenient for take-away

c. Both have lower guest-to-staff ratio compared to fine-dining restaurants

d. Both offer menu items that are more-affordable than in fine-dining restaurants*

6. Identify which of the following groups consist of stemmed glassware only?

Select one:

a. Pilsner, Collins Glass, Margarita Glass

b. Red Wine Glass, Water Goblet, Shot Glass

c. Irish Coffee Glass, Brandy Snifter, Rock Glass

d. Sherry Glass, Champagne Flute, Martini Glass

7. The following are staff members of the food and beverage department except:

Select one:
a. Butler
b. Line Cook
c. Bar Manager
d. Dishwasher

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8. Which of the following best illustrates the relationship of the food and beverage
service sector to the hospitality industry?

Select one:
a. Friends celebrating at a hot pot restaurant in Maginhawa.
b. A balik-bayan visits Coron and stays at a hotel with a 24-hour room service
c. Guests grape-picking in San Fernando, La Union.
d. Tourists going to Balayan, Batangas for the annual Lechon Festival.

9. The most important step that you must do when you cannot attend a shift is
to....
Select one:
a. Inform your supervisor about your concern. 
b. Inform one of your co-workers about your concern.
c. Miss the shift and apologize afterward.
d. Ask one of your coworkers to exchange shift with you.

10. This document is usually handed before the shift starts to let you know the
activities that you must accomplish during your shift.

Select one:

a. Standard operating Procedures (SOPs)

b. Daily Task Sheets

c. Contracts and Job Description

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d. Direct Requests

Post-Test Answer Key

1. a

2. a

3. d

4. a

5. d

6. d

7. a

8. b

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9. a

10.b

STUDENT PRE TEST POST TEST

1 7 8
2 9 8
3 5 9
4 7 6
5 9 8
6 8 8
7 8 8
8 8 8
9 8 9
10 7 8
11 7 6
12 7 8
13 6 8
14 6 7
15 8 8
16 8 8
Hypothetical Data of Pre
17 7 9
Test and Post Test Score
18 7 9
19 7 8
20 7 9

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 Presented above is a hypothetical data of the pre-test and post-test scores
which will be the basis on our data and analyzing the result of the pre-test and post-
test.

Graph of Pre Test and Post Test Score

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 From the pre-test and post-test scores above, the graph is generated. The blue
line represent the students or trainees, the red line represent the pre-test scores of the
trainees and the green line represent post test scores. Generally, the green line is
higher than the red line which means that the post test scores are generally higher
than the pre test scores although some students did not show and increase in score

like in the case of trainee 6, 7 , 8, 15 and 16.

To establish that there is an increase in scores statistically, we test the null

hypothesis “there are no significant differences between the pre-test and post test
scores “using paired t-test.

Statistical Table

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 t-Test: Paired Two Sample for Means

  Pre Test Post Test

Mean 7.3 8
0.95789473
Variance 7 0.736842105
Observations 20 20
Pearson Correlation 0
Hypothesized Mean
Difference 0
df 19
-
2.40470553
t Stat 2
0.01327195
P(T<=t) one-tail 6
1.72913281
t Critical one-tail 2
0.02654391
The average for
P(T<=t) two-tail 2
post- test is equal to 8 and
2.09302405
7.3 for pre- t Critical two-tail 4   test. The t-
statistic is equal to 2.40
and t-critical value = 1.72.
Since t-statistical is greater than t-critical value, we reject the null hypothesis.

In this case the null hypothesis is “they are no significant differences between
pre-test and post-test scores” and the alternate hypothesis is “there are significant
differences between pre-test and post-test scores”. Stated in layman’s language the
null hypothesis means that pre-test score is equal to the post-test scores or the scores
did not increase. The alternate hypothesis on the other hand, means that pre-test
scores are not equal to the post-test scores or the scores increased.

When analyzing the result of the above example, since the null hypothesis is
rejected, we accept the alternate hypothesis which is “ there are significant differences

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between the pre-test and post-test scores”. Conclusion is the scores increased.

Date Developed: Document No.

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