Republic of the Philippines

Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
service, it is necessary to
__________.
Grading Period: Second Quarter
Subject and Year Level: Food
____________________________
and Beverage Services 9

General Directions: Read and understand the questions below. Choose the
letter of the correct answer and write it in your paper.

1. What do you call the service of

food and beverages in guests’
rooms in hotels or other A. Use the guest’s name and
accommodation establishments. quote the delivery time
A. Food and Beverage Service B. Ask the room number for
Attendant delivery
B. French Service C. Simply end the
C. Russian Service conversation
D. Room service D. Bid goodbye
2. The following statements are 6. which of the following BEST
process in performing Room explains about room service?
service, EXCEPT. A. Room service is a great
A. Advise guests of opportunity to increase
appropriate food revenues
B. Attend telephone calls B. Room service is an
promptly additional operating
C. Check and use guests expense of the
’names establishment
D. Use indistinct words to C. Room service make sure
describe your dish. that the presentation is
3. Room Service is also known attractive
as_____. D. Room service provides
A. In-room-dining housekeeping.
B. After-Service 7. Which of the following service
C. Self-Service tools must be taken to collect
D. In-Service soiled dishes and wash up area.
4. It is standard procedure for a A. Creamery set
Telephone Operator of the Room B. Folded napkin
Service Department to answer the C. Ice bucket
telephone call_________. D. Trays
A. After 4th rings 8.The following table
B. After 3rd rings appointments are used during
C. After 2nd rings breakfast, EXCEPT.
D. Immediately A. Cup and saucer
5. Before ending the telephone B. Coffee pot
conversation on taking room C. Corkscrew
D. Silverwares
Balilahan, Mabua, Tandag City, Surigao del Sur, 8300
Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
9. What will you do after placing guests, food preferences
the trolley inside the room? and likes.
A. Present the bill and ask the C. The best set up should
guest by signing the consider the number of
delivery slip intoxicated guests and food
B. Present the bill and bid orders serve in the table
goodbye D. The best set up should
C. Present the bill and do consider the number of food
direct selling to guest attendant present in serving
D. Present the bill and 13. Which of the following is NOT
interview guest to be used in serving main
10. Which of the following course?
sequence below is correct when A. Cereal Bowl
setting the tray or trolley? B. Dinner Plate
A. Table cloth, Flower vase, C. Service Plate
condiments containers, D. Meat Plate
silver wares, table napkin 14. What is the proper
B. Table cloth, condiment phraseology to be used by the
containers, flower vase, wine server when assisting guest
silver wares, table napkin in opening the bottle?
C. Silver wares, Flower vase, A. Let me ask somebody to
condiments containers, open the bottle for you,
table napkin, table cloth Ma’am/Sir
D. Table cloth, flower vase,
B. Shall I open the bottle for
condiments containers,
table napkin, silver wares you, Ma’am/Sir?
11. What is the correct position of C. May I open the bottle for
serving food in Russian Service? you, Ma’am/Sir?
A. At the back of the guest D. Let me open the bottle,
B. Right side of the guest Ma’am/Sir.
C. Left side of the guest
D. In front of the guest 15. As a waiter, when presenting
12. Once the order has been the bill to the customer it is
distributed, a suitable present appropriate to _______.
tray or trolley should be selected
A. Present the bill on the bill
and set up appropriately. What do
folder with the figures face
you think is the best set up?
down
A. The best set up should
B. Present the bill on the bill
consider the number of
folder with the figures face
covers, food and beverage
up
items ordered and meal or
C. Present the bill on the
snack requested
naked folder
B. The best set up should
D. Present the bill using the bill
consider the number of
basket.

Balilahan, Mabua, Tandag City, Surigao del Sur, 8300

Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
16. In a Bar section of the B. Knock the door twice and
restaurant, it happens that there state your purpose
is customer who is already drunk, C. Knock the door thrice and
it is appropriate that the identify yourself
Bartender should offer ______ to D. Knock the door thrice and
the guest to ease out the identify your purpose
intoxication. 21. Which of the following
A. Unsweetened Coffee procedure is NOT included upon
B. Powdered Juice leaving the guestroom?
C. Sweet Coffee A. Ask the guest whether
D. Soda anything else is required
17. The waiter can predict that B. Explain the clearing
the guest is already intoxicated procedures
by the following signs, EXCEPT. C. Say goodbye to the guest
A. Volume of speech D. Just leave the room quietly
becomes louder 22. What is the first thing that the
B. Eyes seems glassy room attendant should do upon
C. slurred speech representation of room service
D. Relaxed order?
18. Which of the following A. Confirm the placement of
procedures should the Food and the tray/trolley depending
Beverage Service Attendant upon the location of the
considered before serving the guest
ordered dish? B. Ask the guest where he/she
A. Visual Presentation as per would like the food to be
recipe standards placed
B. Food Temperature C. Advise guest of any
C. Portion sizes potential hazards like hot
D. Taste meal
19. Which of the following is the D. Set them up where
main reason of presenting the directed, bearing safety in
bills to the customer in the room mind
service? 23. What would happen if credit
A. It acts as a basis for card would not be check upon
employees’ performance paying the bill?
evaluation A. There is a reliability and
B. It acts as a reference for transparency
employee payroll B. There is a tendency to loss
C. It acts as an inventory establishment purpose to
control system earn high profit
D. It acts as a receipt C. There are high hopes to
20. It is the standard procedure in accurately collect the
presenting room service? amount needed to pay and
A. Knock the door once and Cheque would be accepted.
identify your purpose
Balilahan, Mabua, Tandag City, Surigao del Sur, 8300
Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
D. There is a tendency that dispatch sheet or checklist. What
Cheque presented by is the relationship between date,
customers is bounce room number, and time order
Cheque taken?
24. In clearing soiled dishes, the A. These are key point to
room boy should perform 3S locate the present location
which stands for ________. of the guest
A. Scrape, Segregate, Stock B. These are key points to
B. Segregate, Stock, Scrape easily deliver the food items
C. Stock, Scrape, Segregate ordered
D. Segregate, Scrape, Stock C. These are key points to
minimize travel time
25. How will you check service D. These are key points to
equipment condition? considered in order to
A. Service Trolley should be deliver everything for guest
free from dust, rust and satisfaction
properly cleaned and 28. Why do we need to replace
sanitized soiled linen?
B. Service Trolley should be A. To beauty the surrounding
neat and tidy B. To maintain proper hygiene
C. Service Trolley should be C. To make memorable stay
presentable and foldable D. To make guest happy
D. Service Trolley should be in 29. In crumbing the dining table
place in a conspicuous waiter should crumb move around
area. the table while crumbing down
26. How will you dismantle each guest’s place as
Service Trolley? requires_________.
A. If service trolley is A. At the left side of the host
foldable, make sure that it B. At the center of the table
is cleaned, sanitized and C. Finishing with the host
follow dismantling process D. The host first
before folding. 30. One of the roles of a food and
B. Before folding the trolley beverage server is to assist
if it is foldable, make sure customers with special needs.
the management knows Which of the following will you
about it offer if the customer has a child
C. Before folding the trolley below five years of age?
if it is foldable, make sure A. Booster seat
to follow the right way as B. Playmates
it is C. Toys
D. Before folding the trolley D. Rides
if it is foldable, make sure 31. These are liquid formulation
it is done by the expert. prepared for human consumption
27. A room service is required to which has thirst-quenching and
get the following information on a nourishing qualities?
Balilahan, Mabua, Tandag City, Surigao del Sur, 8300
Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
A. Beverages C. Water C. Politely ask for the issues
B. Food D. Juice or concern from the
32. What part of the waiter’s body guest
to be used to support in pouring D. Listen to the guest’s
wine onto the glass? concern and just leave
A. Elbow C. Palm the issue unsolved.
B. Fingers D. Wrist 37. Which of the following BEST
33. What is EFTPOS stands for? application of the lessons
A. Electric Fund Transfer at “Handling guest complaints” at
Point on Sales home?
B. Electric Fund Transfer at A. At home we are trained how
Point of Sales to cope with problems
C. Electronic Fund Transfer at B. At home we always argue
Point on Sales and fight with our siblings
D. Electronic Fund Transfer at C. At home we always discuss
Point of Sales Corona virus
34. How would you attest D. At home we always
customers’ satisfaction after minimize talking
problems resolve. 38. Which of the following
A. Through guest body statement is True?
language A. A sincere apology isn’t
B. Through guest smiles offered for the disservice
and positive feedback B. Apology shouldn’t be made
C. Through guest food to the customer for any
being ordered inconvenience caused
D. Through guest choice of C. Gratitude is expressed to
menu the guest for bringing the
35. As a Room Service Attendant, matter up for attention
what is the best way to address D. Feel bad if guest shows
the customers complain? willingness to wait for a
A. Give excuses or blame certain order.
the other server 39. Which of the following
B. Allow the guest enough statement is True?
of time to explain A. Complaints are documented
C. Argue with the customer according to the
D. Ignore the customer establishment standard
36. Listening and evaluating a procedures.
customer’s complaint may be B. Take offenses when guest
summarized into following, complaints
EXCEPT C. The problem should not be
A. Give full attention to the follow-up whether it solved
complaining guest or not
B. Note the details of the D. Persons concerned were not
guests complain and recognized and actions
concerns taken were not recorded.
Balilahan, Mabua, Tandag City, Surigao del Sur, 8300
Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
40. What could be done to D. Shall I clean the table
minimize guest complaints? madam/sir?
A. Always monitor customer’s 44. In any form of business
satisfaction when needed endeavor, there are certain things
B. Avoid careless customers we cannot control. When
and advise them to the problems arise within your clients.
other establishment What is the best thing to do aside
C. Listen attentively to from apology?
customers’ request and A. Listen only to his/her
apologize sincerely if things complaints
happened B. Make yourself busy
D. Listen to customers’ C. Make some unnecessary
complaints but don’t take movements
any action to solve the D. Restate the complaint and
complaints show you have understood
41. The following statement are 45. One of your roles as food
steps in handling guest attendant is to make sure guest
complaints. EXCEPT. satisfaction. What is the proper
A. Ask the guest if your phraseology that should be
understanding is correct applied when the guest is about
B. Always offer an apology to leave the establishment?
C. Do not offer excuses or A. Do we need to get your
blame change madam/sir?
Others B. It’s my pleasure madam/sir?
D. No help or alternatives are C. Would you like me to
offered accompany you going to
42. How will you consider the exit door?
customers’ complaints/problems? D. Welcome back again
A. Indication of high profit madam/sir
B. Indication of progress 46. Maria record all the
C. Indication of opportunities transactions, events and concerns
D. Indication of best practices received from the guest. What
43. Which of the following is the does her action suggest?
proper phraseology that should A. Maria is a hardworking
be applied by a food attendant employee since she was
while listening to the guest hired
complaint? B. Maria is aiming for
A. Can you manage the managerial position
problem? C. Maria record all transactions
B. Can you repeat the problem to cover all the lapses for
madam/sir so I can write it? improvement
C. Let me ask somebody to D. Maria is just doing her duty
help you solve your as employee
problem. 47. Why is it wise to adopt “guest
is always right” attitude?
Balilahan, Mabua, Tandag City, Surigao del Sur, 8300
Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022
A. So that in the right way, we D. Appreciate the customer for
will be able to give being kind and leave her
customers’ satisfaction 50. Explain the importance of
B. So that they will give us tip recording and monitoring guest
aside from their bill complaints.
C. In order to attract more A. Recording and monitoring
customers guest complaints can be a
D. So that we will not good reference to develop
experience bad luck management policies that
48. Rico went to a certain would best suit the
restaurant and ordered spicy characteristics of a business
crab, without knowing that he has B. Recording and monitoring
an allergy for seafoods. Five guest complaints will serve
minutes later, he started as notes of the
vomiting. As a food attendant establishment only.
what will you do? C. Recording and monitoring
A. Argue with the clients and guest complaints can be a
give him/her first aid kit. source of headlines for
B. Ask for help from the establishment to be popular
manager and bring the D. Recording and monitoring
clients to the nearest guest complaints can be a
hospital reference for business
C. Call the attention of the purposes only.
manager and explain that
it’s not your fault
D. Shout as loud as you can so
that proper authorities
would hear you screaming
49. Sarah requested for room
service to serve breakfast at 7:00
in the morning. The staff got the
order and Sarah waited until
10:00 in the morning. The guest
became emotional because the
order came too late. How would
resolve the complaint?
A. Advice the customer to
leave the establishment
without notice
B. Approach the customer KEY ANSWER
1D 26 A
sincerely, ask for an
apology for disservice and 2D 27 D
act
C. Stay away from the 3A 28 B
customer to avoid scandal
4D 29 C
Balilahan, Mabua, Tandag City, Surigao del Sur, 8300
Second Quarter
(086) 211-3225 Standardized 5Assessment
A 30 A

surigaodelsur.division@deped.gov.ph 6A 31 A

7D
 Republic of the Philippines
Department of Education
Caraga Region
SCHOOLS DIVISION OF SURIGAO DEL SUR
SY:2021-2022

Balilahan, Mabua, Tandag City, Surigao del Sur, 8300

Second Quarter
(086) 211-3225 Standardized Assessment
surigaodelsur.division@deped.gov.ph