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WorksheetsFnB OPERATIONS FINAL EXAMINATION
Total questions: 50
Worksheet time: 50mins
The first procedure in table service is (a) a guest.
(Use CAPITAL letters only)
This refers to the number of workers employed to work in a particular organization or building.
(Use CAPITAL letters only)
(a)
This is an exchange of goods for money.
(Use CAPITAL letters only)
(a)
This is also known as PDCA Cycle or PDSA Cylce.
(Use CAPITAL letters only)
(a)
This commonly occurs in the establishment when the guests' desires, wants, or wishes are not fulfilled.
(Use CAPITAL letters only)
(a)
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
Deduction authorization cards
Employee ID Cards
Department record card
Employee's assignment card
This marketing mix stays longer when sales plateau.
introduction
growth
maturity
decline
P in the PDCA Cycle stands for:
point
pair
plan
post
This is an agreement made in advance to have a table accessible at a given time.
flight
booking
tickets
fee
Part of the miscellaneous given to employees is the following, EXCEPT :
meals
uniform
locker
transportation allowance
This is the management process responsible for identifying, anticipating and satisfying customer requirements.
sales
hospitality
marketing
management
Quality management is important for an organization to help reduce:
money
profit
staff
waste
This is a list detailing the food and beverage items that the establishment offers.
food
beverage
menu
snacks
Some organizations overstaff when opening a new establishment.
replacement staffing
initial staffing
turn around staffing
on-the-job staffing
This is the basic need of a customer that a product satisfies.
intangible feature
physical features
core benefit
price
This makes sure that improvement in the systematic approach to quality is permanent.
do
check
plan
act
A type of menu separately priced food menu of dishes.
table d'hote
ala carte
cycle menu
specialty menu
This is the first phase that the guidelines for the hotel's labor policies must be laid down by top management.
replacement staffing
initial staffing
contractual staffing
on-the-job staffing
This is a marketing tool that has played a great role in traditional consumer goods.
taste
price
quality
packaging
Quality management is essential for customer satisfaction which eventually leads to a customer:
honesty
loyalty
freedom
liberty
Various tasks to be done in preparing the dining or service area includes the following, EXCEPT:
setting up furniture
food and beverage equipment
tableware to prepare the waiter's station
lights and sounds
This industry is one of a number that attracts large numbers of staff which includes seasonal and casual employees.
government
university
hospitality
BPO
This is used to boost sales at low periods of the day.
Singles Night Out
Dance Competition
Fancy Dress Party
Happy Hour
This part of the Deming Cycle analyze what happened in the operations.
check
plan
act
do
Common factors that should be considered when setting up additional service requirements for the FnB dining area includes the following, EXCEPT:
Location of bar and toilets
Emergency exits and doors
Shape and design of the room
Physical posture of the staff
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.
selection
staffing
recruitment
firing
This is internally controlled promotions in which a chef's signature preparation for the day is created to also move a slow moving stocks.
dance competition
singles night out
Happy Hour
daily specials
this is to execute the plan and taking small steps in controlled circumstances in the Deming Cycle.
Do
Act
Plan
Check
Benefits of the PDCA Cycle includes the following, EXCEPT:
new product development
problem-solving process
vendor development
professional development
This staff welcomes guests and greets customers upon arrival.
Sous chef
front desk clerk
receptionists
concierge
This is a form sent to the payroll department to put the employees on the payroll.
employees agreement
employees assignment card
department record card
employee ID cards
This constantly engages in fashioning-creatively a mix of marketing procedures and policies in an effort to generate a profitable enterprise.
marketing
promotion
marketing mix
sales
This pertains to the courtesy, hygiene, food safety, and atmosphere of the restaurant.
intangible features
core benefit
physical features
tangible features
Quality of a product can be measured in terms of:
(Check all that applies)
reliability
durability
quality
performance
This is defined as the ability to convey information to another effectively and efficiently.
table manners
conduct
good posture
communication skills
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.
deduction authorization cards
department record card
employee ID cards
employees assignment card
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.
product positioning
strategy
promotion
advertisement
In understanding the current and future needs of customers and other interested parties contributes to the sustained success of :
establishment
organization
hotel
market
This involves refilling condiments and re-stocking tableware for the next change to be used
requisition
attaining
serving
replenishing
This outlines the terms of employment and special rules of the hotel.
statement of physical condition
deduction authorization cards
employee ID Cards
employment agreement
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.
market research
marketing mix
marketing
marketing plans
Business marketers are successful only when they emphasize quality rather than:
tastes
quantity
physical
intangible
This ensures that services are carried out in accordance with prescribed standards and policies
receptionists
bartender
Head Waiter
chef
This entails a training program requiring teamwork by the department heads
security
planning
safety
marketing
This pertains to marketing mix product in which sales are low and therefore, profits is also low.
maturity
growth
product life cycle
introduction
This promotion deals with a night for a ladies-only that have a special presentation of interest to women.
singles night out
fancy dress party
happy hour
weekly ladies night
This is popular with sports lovers in which bars specially set-up huge screens to televise a big game while drinking their favorite beverages.
dance competition
daily specials
sports matches
happy hour
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.
seminar
colloquium
forum
training
Another 3'Ps that improves the marketing effort includes the following, EXCEPT:
price
process
physical evidence
people
Ensuring close coordination between employees of an organization inculcates a strong feeling of:
humility
compassion
teamwork
cooperation
