F and B Service Department

Quiz 1

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Question text
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.
Direct Requests

c.
Daily Task Sheets

d.
Contracts and Job Description
Question 2
Correct
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Which of the following shows the right sequence of the 5S practices?
Select one:

a.
Sort, Sweep, Systematize, Standardize, Sustain

b.
Sweep, Standardize, Sustain, Sort, Systematize
c.
Systematize, Sort, Sweep, Standardize, Sustain

d.
Sort, Systematize, Sweep, Standardize, Sustain
Question 3
Incorrect
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Question text
Using visual materials to label items and to provide instructions are practices under what phase of 5S?
Select one:

a.
Sustain (Shitsuke)

b.
Standardize (Seiketsu)

c.
Systematize (Seiton)

d.
Sort (Seiri)
Question 4
Correct
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Why is it important for a food and beverage service staff to avoid wearing big jewelries to work?
Select one:
a.
Wearing big jewelries intimidate the guests.

b.
Big jewelries takes time to wear and might cause you to be late.

c.
Jewelries might come in contact with food during service.

d.
Big jewelries are usually not part of the uniform.
Question 5
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Which of the following best illustrates the relationship of the food and beverage service sector to the
hospitality industry?
Select one:

a.
Tourists going to Balayan, Batangas for the annual Lechon Festival.

b.
Friends celebrating at a hot pot restaurant in Maginhawa.

c.
A balik-bayan visits Coron and stays at a hotel with a 24-hour room service.

d.
Guests grape-picking in San Fernando, La Union.
Question 6
Correct
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 Flag question
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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.
Miss the shift and apologize afterward.

c.
Ask one of your coworkers to exchange shift with you.

d.
Inform one of your co-workers about your concern.
Question 7
Correct
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As an F&B staff, you are expected to practice proper work habits in order to meet the expectations of
the guests and your co-workers. Which of the following is an inappropriate work habit for an F&B staff?
Select one:

a.
Asking questions to clarify instructions

b.
Accepting and giving feedback

c.
Performing additional tasks when necesssary
d.
Treating guests as a burden
Question 8
Correct
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Which of the following best explains why it is important for an F&B staff to look out for his/her health
and hygiene practices?
Select one:

a.
Proper health and hygiene practices are included in the policy of most establishments.

b.
Being an F&B staff involves dealing with people and handling food items.

c.
Proper hygiene enhances your productivity and performance as an F&B staff.

d.
Being an F&B staff is mainly about looking good and presentable.
Question 9
Correct
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The following are staff members of the food and beverage department except:
Select one:

a.
Line Cook
b.
Dishwasher

c.
Bar Manager

d.
Butler
Question 10
Incorrect
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Question text
Which of the following is not true for both casual dining and fast food restaurants?
Select one:

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

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

c.
Both observe free-seating of guests.

d.
Both have lower guest-to-staff ratio compared to fine-dining restaurants
 QUIZ 2
Question 1
Correct

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Question text
Arrange the following procedures for laying the tablecloth in the proper sequence:

1. Adjust the tablecloth to make sure that the overhang falls equally on each side of the table.
2. Place the folded tablecloth on the table with its open end facing you.
3. Pull the top-most layer to release the centerfold.
4. Hold the upper two layers and release the bottom layer of the cloth. Place it over the far edge of
the table.

Select one:

a.

3, 1, 2 and 4

b.

2, 4, 3 and 1

c.

1, 2, 4 and 3

d.

4, 3, 2 and 1

Question 2
Correct

Mark 1.00 out of 1.00

 Flag question

Question text
Identify which of the following groups consist of stemmed glassware only?

Select one:

a.

Irish Coffee Glass, Brandy Snifter, Rock Glass

b.

Pilsner, Collins Glass, Margarita Glass

c.

Red Wine Glass, Water Goblet, Shot Glass

d.

Sherry Glass, Champagne Flute, Martini Glass

Question 3
Incorrect

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In this cover setup, the required tableware is only placed after the order was taken.

Select one:
a.

A la Carte

b.

Cover

c.

Table d'Hote

d.

Basic

Question 4
Correct

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The following are important information commonly gathered when taking table reservation except:

Select one:

a.

Number of guests

b.

Contact number of guests

c.

Dietary restrictions of guests

d.

Date of reservation

Question 5
Correct

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The following are reasons why it is necessary to check the reservation first before setting up for the
upcoming session except?

Select one:

a.

To know if guests would need high chairs or wheelchairs

b.

Reserved tables can be prepared at the proper time prior to the arrival of the guest

c.

Pre-orders can be determined to estimate the preparation time

d.

There might be a reservation for a group of guests requiring changes in the regular setup
Question 6
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The following guidelines for preparing the waiter’s station is true except:

Select one:

a.

Place the waiter’s station in a secluded area hidden from the guests.

b.

The waiter’s station should be kept clean and tidy.

c.

An order form should be filled out when restocking items in the waiter’s station.

d.

Damaged items should be discarded according to the policy of the establishment.

Question 7
Correct

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Question text
The weather is rainy and the outdoor temperature is low. What adjustments might be necessary to
make the dining environment more comfortable?

Select one:

a.

Dim the lights and lower the temperature.

b.

Make lights brighter and the temperature higher.

c.

Relocate tables and add more table decorations.

d.

Play livelier and louder music.

Question 8
Incorrect

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This is a term used to determine a table setup made for one guest only.

Select one:

a.

Basic
b.

Reservation

c.

A la Carte

d.

Cover

Question 9
Correct

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This term refers to the type of tableware that is commonly made up of baked clay and includes plates,
dishes and cups.

Select one:

a.

Cruet

b.

Consomme

c.

Crockery
d.

Cutlery

Question 10
Correct

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

Select one:

a.

Carte Du Jour

b.

Plat du Jour

c.

Ala Carte

d.

Table d’Hote

Question 11
Correct

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 Flag question

Question text
Which of the following is not a type of cutlery?

Select one:

a.

Soup Tureen

b.

Steak Knife

c.

Parfait Spoon

d.

Butter Spreader

Question 12
Incorrect

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Question text
Which of the following is not true about following up table reservations?

Select one:
a.

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

b.

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

c.

It determines what mode of payment is to be applied.

d.

It determines if tables may be given to other guests if the former reservation has been canceled.

Question 13
Correct

Mark 1.00 out of 1.00

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Question text
Which of the following should not be done when checking areas of the restaurant before the service
starts?

Select one:

a.

Make sure that the smoking area is provided with ashtrays or bins for cigarette buts.

b.
Place soiled tableware in the waiter’s station.

c.

Check the waiting area for cleanliness.

d.

Provide restrooms with hand soaps and enough supplies.

Question 14
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Which of the following statements is true about setting up the furniture and equipment?

1. Floor plans show the arrangement of furniture and other physical features in the restaurant
area.
2. When cleaning wooden furniture, it is advised to use abrasive products such as sandpapers.
3. F&B equipment should be checked to make sure that ingredients are enough for the next
session.
4. The location of the bar and the restrooms should be considered when changing the floor plan.

Select one:

a.

1 and 3 only

b.

1 and 4 only
c.

1, 2 and 4 only

d.

All of the above

Question 15
Correct

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Question text
Why is it important to check the menu before setting up for the upcoming service session?

Select one:

a.

To determine the number of incoming guests

b.

To determine where the menu can be placed

c.

To promote the menu items before the service starts

d.

To know the tableware that should be included in the setup

Feedback
Your answer is correct.
 QUIZ 3

Question 1
Incorrect
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Question text
Which of the following statements is not correct about the end of shift activities?
Select one:

a.
Handover should be done before the day starts.

b.
A requisition form might be necessary when requesting supplies.

c.
Necessary items should be requested days before they are needed.

d.
Salt and pepper shakers and straw dispensers are example of items that must be replenished.
Question 2
Correct
Mark 1.00 out of 1.00

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Question text
Why is it important to provide proper handover to the incoming shift?
Select one:

a.
It ensures the guests that service will remain efficient even when shifts change.
b.
It provides a chance for an F&B service staff to see the shortcomings of the previous shift.

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

d.
It gives the staff a chance to properly bid goodbye to the guests as their shift ends.
Question 3
Incorrect
Mark 0.00 out of 1.00

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Question text
The following are important details that a requisition form must contain except.
Select one:

a.
Price of the items

b.
Date of request

c.
Quantity

d.
Items requested
Question 4
Correct
Mark 1.00 out of 1.00

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Question text
Which of the following measures should not be done when handling guest complaints?
Select one:

a.
Stay calm and positive

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

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

d.
Clarify detail of complaint
Question 5
Correct
Mark 1.00 out of 1.00

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Question text
Refer to the scenario below and identify the details of the complaint.
Guest: Excuse me.
Staff: Yes Ma’am, how may I help you?
Guest: I would like to talk to the manager.
Staff: I apologize but the manager is not on the premises right now. Would it be fine if I ask the concern
you want to discuss with the manager?
Guest: I’ve been served with a cream-based soup and it has triggered allergic reactions. I am pretty sure
that I have mentioned my lactose intolerance while one of you is taking my order.
What is the complaint about?
Select one:

a.
Guest did not order the soup

b.
Soup is too creamy

c.
Absence of the manager from the premises
d.
Guest’s allergic reaction caused by the soup
Question 6
Correct
Mark 1.00 out of 1.00

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Question text
Refer to the scenario below and identify the details of the complaint.
GUEST: Excuse me.
STAFF: Yes Sir, how may I help you?
GUEST: I would like to avoid making a scene but I have been served with a raw pork.What is the best
resolution that you could offer to the complaining guest?
What is the best resolution that you could offer to the complaining guest?
Select one:

a.
Tell the guest that you will relay his/her concern to the staff who took the order.

b.
Apologize for the complaint and excuse yourself.

c.
Excuse yourself and inform your supervisor about the concern.

d.
Ask the guest if the meal can be recooked according to his preference.
Question 7
Correct
Mark 1.00 out of 1.00

Flag question
Question text
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.

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

d.
It makes the guests realize how petty their complaints are.
Question 8
Incorrect
Mark 0.00 out of 1.00

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Question text
It is important that the guests are kept informed of the progress of the resolution because...?
Select one:

a.
It helps determine the factual details of the resolution.

b.
It helps the guests identify the main points of the complaint.

c.
It shows your commitment to accomplish the resolution agreed upon.

d.
It determines the factual from the emotional aspects of the complaint.
Question 9
Correct
Mark 1.00 out of 1.00
 Flag question
Question text
Which of the following can be a result of an improper handover?
Select one:

a.
Supplies running out in the middle of the shift.

b.
Seat turn-over decreased compared to the previous shift.

c.
Guest complaining about a dish served raw.

d.
All menu items are available through out the shift.
Question 10
Correct
Mark 1.00 out of 1.00

Question text

The following are necessary information when recording details of a complaint except:
Select one:

a.
Taken actions and/or resolution

b.
All the staff present during the shift

c.
Date and time of the complaint

d.
Name and age of the complainant
 QUIZ 4
Question 1
Incorrect
Mark 0.00 out of 1.00

Flag question
Question text
The following are important details that a requisition form must contain except.
Select one:

a.
Quantity

b.
Price of the items

c.
Date of request

d.
Items requested
Question 2
Correct
Mark 1.00 out of 1.00

Flag question
Question text
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 helps clarify details of the complaint.
c.
It gives you enough time to look for possible resolutions.

d.
It makes the guests realize how petty their complaints are.
Question 3
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Which of the following can be a result of an improper handover?
Select one:

a.
All menu items are available through out the shift.

b.
Seat turn-over decreased compared to the previous shift.

c.
Guest complaining about a dish served raw.

d.
Supplies running out in the middle of the shift.
Question 4
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Why is it important to provide proper handover to the incoming shift?
Select one:
a.
It gives the staff a chance to properly bid goodbye to the guests as their shift ends.

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

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

d.
It provides a chance for an F&B service staff to see the shortcomings of the previous shift.
Question 5
Correct
Mark 1.00 out of 1.00

Flag question
Question text
The following are necessary information when recording details of a complaint except:
Select one:

a.
Name and age of the complainant

b.
Taken actions and/or resolution

c.
All the staff present during the shift

d.
Date and time of the complaint
Question 6
Incorrect
Mark 0.00 out of 1.00

Flag question
 Question text
Which of the following statements is not correct about the end of shift activities?
Select one:

a.
Necessary items should be requested days before they are needed.

b.
Salt and pepper shakers and straw dispensers are example of items that must be replenished.

c.
Handover should be done before the day starts.

d.
A requisition form might be necessary when requesting supplies.
Question 7
Correct
Mark 1.00 out of 1.00

Flag question
Question text
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.
Listen to the complaint, apologize and act quickly to fix the problem

c.
Stay calm and positive

d.
Clarify detail of complaint
Question 8
Correct
Mark 1.00 out of 1.00
 Flag question
Question text
Refer to the scenario below and identify the details of the complaint.
Guest: Excuse me.
Staff: Yes Ma’am, how may I help you?
Guest: I would like to talk to the manager.
Staff: I apologize but the manager is not on the premises right now. Would it be fine if I ask the concern
you want to discuss with the manager?
Guest: I’ve been served with a cream-based soup and it has triggered allergic reactions. I am pretty sure
that I have mentioned my lactose intolerance while one of you is taking my order.
What is the complaint about?
Select one:

a.
Soup is too creamy

b.
Guest did not order the soup

c.
Absence of the manager from the premises

d.
Guest’s allergic reaction caused by the soup
Question 9
Incorrect
Mark 0.00 out of 1.00

Flag question
Question text
It is important that the guests are kept informed of the progress of the resolution because...?
Select one:

a.
It helps the guests identify the main points of the complaint.

b.
It helps determine the factual details of the resolution.

c.
It determines the factual from the emotional aspects of the complaint.

d.
It shows your commitment to accomplish the resolution agreed upon.
Question 10
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Refer to the scenario below and identify the details of the complaint.
GUEST: Excuse me.
STAFF: Yes Sir, how may I help you?
GUEST: I would like to avoid making a scene but I have been served with a raw pork.What is the best
resolution that you could offer to the complaining guest?
What is the best resolution that you could offer to the complaining guest?
Select one:

a.
Ask the guest if the meal can be recooked according to his preference.

b.
Apologize for the complaint and excuse yourself.

c.
Tell the guest that you will relay his/her concern to the staff who took the order.

d.
Excuse yourself and inform your supervisor about the concern.
 POST TEST
Question 1
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Identify which of the following groups consist of stemmed glassware only?
Select one:

a.
Irish Coffee Glass, Brandy Snifter, Rock Glass

b.
Sherry Glass, Champagne Flute, Martini Glass

c.
Red Wine Glass, Water Goblet, Shot Glass

d.
Pilsner, Collins Glass, Margarita Glass
Feedback
Your answer is correct.
Question 2
Correct
Mark 1.00 out of 1.00

Flag question
Question text
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.
Direct Requests

d.
Contracts and Job Description
Feedback
Your answer is correct.
Question 3
Correct
Mark 1.00 out of 1.00

Flag question
Question text
This type of menu is characterized by food and beverage items having separate prices.
Select one:

a.
Table d’Hote

b.
Plat du Jour

c.
Carte Du Jour

d.
Ala Carte
Feedback
Your answer is correct.
Question 4
Correct
Mark 1.00 out of 1.00
 Flag question
Question text
Using visual materials to label items and to provide instructions are practices under what phase of 5S?
Select one:

a.
Systematize (Seiton)

b.
Sort (Seiri)

c.
Sustain (Shitsuke)

d.
Standardize (Seiketsu)
Feedback
Your answer is correct.
Question 5
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Which of the following is not a cutlery?
Select one:

a.
Parfait Spoon

b.
Steak Knife

c.
Soup Tureen

d.
Butter Spreader
Feedback
Your answer is correct.
Question 6
Incorrect
Mark 0.00 out of 1.00

Flag question
Question text
Which of the following is NOT TRUE about following up table reservations?
Select one:

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

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 determines what mode of payment is to be be applied?
Feedback
Your answer is incorrect.
Question 7
Incorrect
Mark 0.00 out of 1.00

Flag question
Question text
Which of the following is NOT TRUE for both casual dining and fast food restaurants?
Select one:

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

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

c.
Both observed free-seating of guests.

d.
Both offer menu items that are more-affordable than in fine-dining restaurants
Feedback
Your answer is incorrect.
Question 8
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Which of the following measures should NOT be done when handling guest complaints?
Select one:

a.
Clarify detail of complaint

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

c.
Stay calm and positive

d.
Listen to the complaint, apologize and act quickly to fix the problem
Feedback
Your answer is correct.
Question 9
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Why is it important to ask questions when handling guest complaints?
Select one:

a.
It helps clarify details of the complaint.

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

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

d.
It keeps the guests informed about the progress of the action.
Feedback
Your answer is correct.
Question 10
Correct
Mark 1.00 out of 1.00

Flag question
Question text
Why is it important to provide proper handover to the incoming shift?
Select one:

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

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

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

d.
It develops a bond between staff of different shifts.
Feedback
Your answer is correct.