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FnB OPERATIONS FINAL EXAMINATION

Total questions: 50

Worksheet time: 50mins

Name
Class
Date
1.

The first procedure in table service is (a)   a guest.

(Use CAPITAL letters only)

2.

This refers to the number of workers employed to work in a particular organization or building.

(Use CAPITAL letters only)

(a)  

3.

This is an exchange of goods for money.

(Use CAPITAL letters only)

(a)  

4.

This is also known as PDCA Cycle or PDSA Cylce.

(Use CAPITAL letters only)

(a)  

5.

This commonly occurs in the establishment when the guests' desires, wants, or wishes are not fulfilled.

(Use CAPITAL letters only)

(a)  

6.

This is used to identify the employee for security purposes or may be required by a bank for payroll-check cashing if the employee is paid by check

a)

Deduction authorization cards

b)

Employee ID Cards

c)

Department record card

d)

Employee's assignment card

7.

This marketing mix stays longer when sales plateau.

a)

introduction

b)

growth

c)

maturity

d)

decline

8.

P in the PDCA Cycle stands for:

a)

point

b)

pair

c)

plan

d)

post

9.

This is an agreement made in advance to have a table accessible at a given time.

a)

flight

b)

booking

c)

tickets

d)

fee

10.

Part of the miscellaneous given to employees is the following, EXCEPT :

a)

meals

b)

uniform

c)

locker

d)

transportation allowance

11.

This is the management process responsible for identifying, anticipating and satisfying customer requirements.

a)

sales

b)

hospitality

c)

marketing

d)

management

12.

Quality management is important for an organization to help reduce:

a)

money

b)

profit

c)

staff

d)

waste

13.

This is a list detailing the food and beverage items that the establishment offers.

a)

food

b)

beverage

c)

menu

d)

snacks

14.

Some organizations overstaff when opening a new establishment.

a)

replacement staffing

b)

initial staffing

c)

turn around staffing

d)

on-the-job staffing

15.

This is the basic need of a customer that a product satisfies.

a)

intangible feature

b)

physical features

c)

core benefit

d)

price

16.

This makes sure that improvement in the systematic approach to quality is permanent.

a)

do

b)

check

c)

plan

d)

act

17.

A type of menu separately priced food menu of dishes.

a)

table d'hote

b)

ala carte

c)

cycle menu

d)

specialty menu

18.

This is the first phase that the guidelines for the hotel's labor policies must be laid down by top management.

a)

replacement staffing

b)

initial staffing

c)

contractual staffing

d)

on-the-job staffing

19.

This is a marketing tool that has played a great role in traditional consumer goods.

a)

taste

b)

price

c)

quality

d)

packaging

20.

Quality management is essential for customer satisfaction which eventually leads to a customer:

a)

honesty

b)

loyalty

c)

freedom

d)

liberty

21.

Various tasks to be done in preparing the dining or service area includes the following, EXCEPT:

a)

setting up furniture

b)

food and beverage equipment

c)

tableware to prepare the waiter's station

d)

lights and sounds

22.

This industry is one of a number that attracts large numbers of staff which includes seasonal and casual employees.

a)

government

b)

university

c)

hospitality

d)

BPO

23.

This is used to boost sales at low periods of the day.

a)

Singles Night Out

b)

Dance Competition

c)

Fancy Dress Party

d)

Happy Hour

24.

This part of the Deming Cycle analyze what happened in the operations.

a)

check

b)

plan

c)

act

d)

do

25.

Common factors that should be considered when setting up additional service requirements for the FnB dining area includes the following, EXCEPT:

a)

Location of bar and toilets

b)

Emergency exits and doors

c)

Shape and design of the room

d)

Physical posture of the staff

26.

This can take in many forms, subject to a budget set by management, which in turn must take into consideration the availability of qualified people for the establishment.

a)

selection

b)

staffing

c)

recruitment

d)

firing

27.

This is internally controlled promotions in which a chef's signature preparation for the day is created to also move a slow moving stocks.

a)

dance competition

b)

singles night out

c)

Happy Hour

d)

daily specials

28.

this is to execute the plan and taking small steps in controlled circumstances in the Deming Cycle.

a)

Do

b)

Act

c)

Plan

d)

Check

29.

Benefits of the PDCA Cycle includes the following, EXCEPT:

a)

new product development

b)

problem-solving process

c)

vendor development

d)

professional development

30.

This staff welcomes guests and greets customers upon arrival.

a)

Sous chef

b)

front desk clerk

c)

receptionists

d)

concierge

31.

This is a form sent to the payroll department to put the employees on the payroll.

a)

employees agreement

b)

employees assignment card

c)

department record card

d)

employee ID cards

32.

This constantly engages in fashioning-creatively a mix of marketing procedures and policies in an effort to generate a profitable enterprise.

a)

marketing

b)

promotion

c)

marketing mix

d)

sales

33.

This pertains to the courtesy, hygiene, food safety, and atmosphere of the restaurant.

a)

intangible features

b)

core benefit

c)

physical features

d)

tangible features

34.

Quality of a product can be measured in terms of:

(Check all that applies)

a)

reliability

b)

durability

c)

quality

d)

performance

35.

This is defined as the ability to convey information to another effectively and efficiently.

a)

table manners

b)

conduct

c)

good posture

d)

communication skills

36.

This is a card sent to the department head with the new employee’s name, address, SSS Number, Pag-ibig, TIN, position, salary, and starting date.

a)

deduction authorization cards

b)

department record card

c)

employee ID cards

d)

employees assignment card

37.

This is used by the company to distinguish its products from those of its competitors in order to give it a competitive advantage within a market.

a)

product positioning

b)

strategy

c)

promotion

d)

advertisement

38.

In understanding the current and future needs of customers and other interested parties contributes to the sustained success of :

a)

establishment

b)

organization

c)

hotel

d)

market

39.

This involves refilling condiments and re-stocking tableware for the next change to be used

a)

requisition

b)

attaining

c)

serving

d)

replenishing

40.

This outlines the terms of employment and special rules of the hotel.

a)

statement of physical condition

b)

deduction authorization cards

c)

employee ID Cards

d)

employment agreement

41.

This is developing a viable fit between an organization's objectives, skill, resources, and its changing opportunities to shape and re-shape the company's business.

a)

market research

b)

marketing mix

c)

marketing

d)

marketing plans

42.

Business marketers are successful only when they emphasize quality rather than:

a)

tastes

b)

quantity

c)

physical

d)

intangible

43.

This ensures that services are carried out in accordance with prescribed standards and policies

a)

receptionists

b)

bartender

c)

Head Waiter

d)

chef

44.

This entails a training program requiring teamwork by the department heads

a)

security

b)

planning

c)

safety

d)

marketing

45.

This pertains to marketing mix product in which sales are low and therefore, profits is also low.

a)

maturity

b)

growth

c)

product life cycle

d)

introduction

46.

This promotion deals with a night for a ladies-only that have a special presentation of interest to women.

a)

singles night out

b)

fancy dress party

c)

happy hour

d)

weekly ladies night

47.

This is popular with sports lovers in which bars specially set-up huge screens to televise a big game while drinking their favorite beverages.

a)

dance competition

b)

daily specials

c)

sports matches

d)

happy hour

48.

This is a constant, never-ending function, to show the employees not only what to do and how to do it, but also what to say and how to say it.

a)

seminar

b)

colloquium

c)

forum

d)

training

49.

Another 3'Ps that improves the marketing effort includes the following, EXCEPT:

a)

price

b)

process

c)

physical evidence

d)

people

50.

Ensuring close coordination between employees of an organization inculcates a strong feeling of:

a)

humility

b)

compassion

c)

teamwork

d)

cooperation