Republic of the Philippines

Department of Education
Region X-Northern Mindanao
Division of Lanao del Norte
SND Central District
SULTAN NAGA DIMAPORO MEMORIAL INTEGRATED SCHOOL
Purok 3 Poblacion, Sultan Naga Dimaporo, Lanao del Norte

FOOD AND BEVERAGE SERVICES – 12

Week 2 Summative Test

Instructions: This exam is divided into two sections. Please read each section carefully and answer all
questions to the best of your ability.

I. Multiple Choice Questions

Select the correct answer for each of the following scenario-based multiple-choice questions.
1. A customer calls to book a reservation at a fine dining restaurant. They request a window seat for their
birthday celebration. The restaurant is fully booked, and the only option is a table in the center of the
restaurant. What should you do?
a) Tell the customer that no reservations are available and end the call.
b) Offer the table in the center and suggest a different date.
c) Apologize, offer the central table, and note the special occasion, mentioning any complimentary
birthday perks.
d) Suggest the customer visit another restaurant.
2. A customer calls a quick service restaurant and asks for the menu. They also want to know if there are
any special promotions available. How should you handle this call?
a) Provide the menu and ignore the request for promotions.
b) Direct them to the restaurant's website for the menu and promotions.
c) Provide the menu details and inform them about any current promotions.
d) Tell them that promotions are not available.
3. Scenario: You receive a reservation request for a party of 12 people at a restaurant that can only
accommodate up to 8 people. The customer insists on the larger table. What is the best way to proceed?
a) Inform the customer that you cannot accommodate their party and end the call.
b) Offer the largest available table and suggest splitting the party into two tables.
c) Offer the largest table and suggest they come back on another day.
d) Ask the customer to call back later and hope for a cancellation.
4. A customer calls to make a reservation and asks if they can bring a pet. The restaurant's policy does not
allow pets. What should you do?
a) Tell the customer pets are not allowed and end the call.
b) Suggest the customer leave their pet at home or choose another restaurant.
c) Offer to make a reservation but inform them that pets are not allowed.
d) Suggest they visit a different restaurant that allows pets.
5. During a reservation call, a customer requests a specific dish that is not on the menu. They want to know
if the dish can be prepared upon request. How should you respond?
a) Tell the customer that the dish is unavailable and offer nothing else.
b) Explain that the dish is not on the menu but ask if they would like to try a similar dish from the menu.
c) Inform the customer that the dish can be prepared if they give advance notice.
d) Offer to check with the kitchen and call them back.
6. A customer makes a reservation but is unsure about the restaurant's cancellation policy. They ask you
for details. What is the best way to address this?
a) Inform them that the policy is detailed on the website and end the call.
b) Explain the cancellation policy clearly and confirm the reservation details.
c) Provide a general statement about cancellations and suggest they read the policy online.
d) Avoid discussing the cancellation policy and focus on confirming the reservation.
7. You need to handle a reservation for a large group during a busy holiday season. The customer is
demanding but also wants a specific time. How should you manage the call?
a) Apologize and inform them that you cannot accommodate their request during peak times.
 b) Offer a different time and explain the busy season's impact on availability.
c) Confirm the reservation at their requested time and provide details on possible wait times.
d) Suggest they try another date or restaurant.
8. A customer requests a reservation for a special event but does not provide their contact information.
They insist it is not necessary. What is the appropriate action?
a) Make the reservation without the contact information and hope for the best.
b) Explain that contact information is necessary for confirmation and any changes.
c) Refuse to make the reservation without the contact information.
d) Ask the customer to call back with their contact information.
9. During a reservation call, a customer asks about the restaurant's food allergy policies. The restaurant
does accommodate food allergies. How should you respond?
a) Inform the customer that you cannot guarantee allergen-free food.
b) Confirm that the restaurant can accommodate food allergies and suggest they inform the server upon
arrival.
c) Tell them that food allergies are not handled and suggest they bring their own food.
d) Avoid discussing food allergies and focus on the reservation details.
10. A customer makes a reservation and asks if they can modify their booking at a later time. The restaurant
allows modifications with notice. What should you tell them?
a) Inform them that modifications are not allowed and end the call.
b) Explain that modifications are allowed with sufficient notice and provide instructions on how to do
so.
c) Tell them to call back later if they need to make any changes.
d) Suggest they make a new reservation if their plans change.
11. A customer calls and wants to know about the availability of private dining rooms for a business
meeting. How should you respond?
a) Inform them that private rooms are not available and offer a standard table.
b) Check availability for private dining rooms and provide details about booking.
c) Suggest they contact the restaurant directly for private room inquiries.
d) Offer a regular table and ignore the request for private rooms.
12. Customer inquiries about the dress code for a fine dining restaurant. They are unfamiliar with the
standards. What is the best approach?
a) Tell them the dress code is casual and they can wear anything.
b) Provide the specific dress code requirements for the restaurant.
c) Suggest they wear formal attire regardless of the dress code.
d) Inform them to check the restaurant’s website for dress code details.
13. During a busy period, a customer is on hold for a reservation call. They express frustration about the
wait time. What should you do?
a) Apologize for the inconvenience and offer to call them back later.
b) Acknowledge their frustration, provide a brief wait time update, and assure them their call will be
answered as soon as possible.
c) Tell them to call back at a less busy time.
d) Ignore their frustration and continue with the reservation process.
14. A customer requests to speak with a manager during the reservation call about special arrangements for
a surprise event. What is the appropriate action?
a) Transfer the call to the manager immediately without any further discussion.
b) Ask for details about the event and inform them that you will pass on the information to the manager.
c) Handle the request yourself without involving the manager.
d) Tell the customer to make the reservation first and then speak with the manager later.
15. A customer calls and wants to make a reservation for a large group, but the restaurant only accepts
reservations for up to 10 people. They request an exception. What should you do?
a) Tell them that the policy is strict and no exceptions can be made.
b) Explain the reservation policy and offer to help with arrangements for a smaller group or suggest
alternative options.
c) Agree to make the reservation for the larger group anyway.
d) Suggest they contact the restaurant directly for special arrangements.
II. True or False Questions
Indicate whether each statement is True or False.

1. You are handling a reservation for a couple celebrating their anniversary. It is important to confirm
special requests and provide a personalized experience.
2. If a customer asks about the restaurant's special menu items, it is best to provide details about the items
available and any promotions.
3. It is acceptable to take a reservation without confirming the customer's contact information if the
reservation is for a special occasion.
4. When handling a reservation request for a peak time, you should offer alternative times to accommodate
the customer's needs if possible.
5. You receive a reservation call and the customer requests a table near a window. The restaurant policy
does not guarantee specific seating preferences.
6. If a customer calls to cancel their reservation, it is not necessary to confirm the cancellation and update
the reservation system.
7. A customer requests to speak with a manager during the reservation call to discuss special
arrangements. It is best to transfer the call to the manager immediately.
8. A reservation system should include options for both manual and online reservations to cater to different
customer preferences.
9. It is acceptable to handle multiple reservation calls at the same time without confirming details with
each customer.
10. Confirming the reservation details with the customer before ending the call is not necessary if you are
busy.

Ensure that you review all answers before submitting your exam. Good luck!

Answer Key:
Multiple Choice Questions
1. c) Apologize, offer the central table, and note the special occasion, mentioning any complimentary
birthday perks.
2. c) Provide the menu details and inform them about any current promotions.
3. b) Offer the largest available table and suggest splitting the party into two tables.
4. b) Explain that pets are not allowed but offer to assist with other arrangements.
5. b) Explain that the dish is not on the menu but ask if they would like to try a similar dish from the menu.
6. b) Explain the cancellation policy clearly and confirm the reservation details.
7. b) Offer a different time and explain the busy season's impact on availability.
8. b) Check availability for private dining rooms and provide details about booking.
9. b) Confirm that the restaurant can accommodate food allergies and suggest they inform the server upon
arrival.
10. b) Explain that modifications are allowed with sufficient notice and provide instructions on how to do
so.
11. b) Check availability for private dining rooms and provide details about booking.
12. b) Provide the specific dress code requirements for the restaurant.
13. b) Acknowledge their frustration, provide a brief wait time update, and assure them their call will be
answered as soon as possible.
14. b) Ask for details about the event and inform them that you will pass on the information to the manager.
15. b) Explain the reservation policy and offer to help with arrangements for a smaller group or suggest
alternative options.

True or False Questions

1. True
2. True 7. True
3. False 8. True
4. True 9. False
5. True 10. False
6. False