NAME: _______________________________________ SUBJECT:- YEAR:-

DATE: ___________________

1. Which of the following is a trend within the food and beverage industry?
a. More food and beverage operations are serving ethically sourced foods.
b. Guests are moving away from casual dining toward fine dining.
c. More food and beverage operations are reducing their energy consumption.
d. a and c
2. Determining a life mission is part of which of the five practices of know-lead leadership?
a. knowing self
b. leading self
c. knowing others
d. leading change
3. Rick Jones, the general manager of the RedTree Restaurant, makes it a point to meet with the owner of the
restaurant as often as he can. This is a part of which of the five practices of know-lead leadership?
a. knowing self
b. knowing others
c. leading self
d. leading others
4. Theresa Ortiz is the dining room manager of the Restful Hotel’s restaurant. She goes out of her way to get
acquainted with all of the restaurant’s managers and employees because she knows that without these
internal customers, the restaurant’s external customers—guests—could not be served. Theresa is following
the __________ practice of know-lead leadership.
a. leading change
b. knowing self
c. knowing others
d. leading self
5. Arjun is a server at the ABC Restaurant. He sees a family with a toddler sitting down at one of his tables.
Without being asked, he brings a booster seat to the table along with crayons and a coloring book for the
toddler. Arjun is practicing:
a. knowing others.
b. problem-solving pragmatism.
c. creative savviness.
d. anticipatory service.
6. How do managers contribute to positive, memorable dining experiences for guests?
a. They greet guests personally when possible.
b. They hire the best staff members possible.
c. They act as role models for providing superior service to guests.
d. All of the above.
7. Cheng is passionate about the environment. He chooses to eat at a restaurant that uses energy-saving
equipment and has a recycling program. This is an example of:
a. an alignment of guest and business values.
b. one of the six entrepreneurial practices.
c. a know-lead leadership parallel.
d. anticipatory service.
8. Intrapersonal communication is about communication with:
a. others.
b. other businesses within the food and beverage industry as a whole.
c. one’s self.
d. other businesses within the local community.
9. Which of the six entrepreneurial practices requires autonomy, independence, resourcefulness, and
adaptability?
a. legacy leader
b. interpersonal communication
c. creative savviness
d. agility
10. Christy is a restaurant general manager who desires to leave a significant mark on her operation. She works
very hard to make the restaurant a financial success and goes out of her way to provide superior service to
guests and mentor her staff to do the same. Which of the six entrepreneurial practices is she pursuing?
a. intrapersonal communication
 b. legacy leader
c. problem-solving pragmatism
d. agility

11. Which level of management is most concerned with long-term plans and goals?
a. top managers
b. middle managers
c. supervisors
d. none of the above
12. Which of the following is considered a production staff position?
a. host
b. steward
c. restaurant server
d. cashier/checker
13. When a food item is cooked by direct heat from above, it is said to be:
a. baked.
b. deep-fried.
c. roasted.
d. broiled.
14. When picking up a loaded tray, servers should:
a. bend at the knees so that their shoulder is below the tray.
b. balance the tray on their forearms.
c. bend at the waist and keep their back bent.
d. use both hands and carry the tray at waist level.
15. The most common style of table service in the United States is __________ service.
a. cart
b. plate
c. platter
d. family-style
16. Samantha went to a restaurant where the food is displayed on counters and tables, and she and the other
guests can help themselves to as much of the items as they wish to eat. Samantha is eating at a restaurant
that is practicing __________ service.
a. platter
b. cart
c. buffet
d. plate
17. These guests are already in or are about to enter the mature market. They are youth-oriented and generally
physically active, prefer light and healthy food options, and choose sodas, coffee, and iced tea more so than
other generations. These guests belong to the __________ market.
a. Baby Boomer
b. Generation X
c. Generation Y
d. Generation Z

18. These guests were born between the early 1980s and the turn of the century. They tend to be adventurous
eaters who enjoy various cuisines and intense flavors. These guests belong to the __________ market.
a. Baby Boomer
b. Generation X
c. Generation Y
d. Generation Z
19. Which of the following statements about guest complaints is true?
a. Guest complaints should be interpreted as meaningful feedback.
b. Not all guests who have a complaint voice it to a staff member.
c. The staff member handling a complaint should not apologize to the complaining guest.
d. a and b
20. Which of the following statements about guest feedback is true?
a. E-mail is seldom used to obtain guest feedback.
b. There are many ways for an operation to seek and obtain guest feedback.
c. Telephone surveys are no longer used to obtain guest feedback.
d. a and c
21. Conducting background checks on prospective staff members and asking them to undergo drug testing is
typically part of the __________ process.
a. training
b. recruitment
c. orientation
d. selection
22. Thomas, a restaurant server, always asks his guests if they would like an appetizer after he takes their food
orders. What Thomas is doing is called:
a. upselling.
b. pre-busing.
c. suggestive selling.
d. sidework.
23. Sandra is a server at a local diner who is clearing and resetting a table after her guests have paid and left
the diner. The diner uses paper place mats. What should she do about the used place mats that were left on
the table?
a. She should reuse them if they are not dirty.
b. She should throw them away and place new place mats on the table.
c. She should be sure to wipe them off with a cloth before reusing them.
d. She shouldn’t touch the place mats—that’s a busperson’s job.
24. When servers take food orders from guests, they should begin by:
a. asking the guests for their names (if the server hasn’t done this already).
b. writing down standard drink abbreviations on their guest checks, to speed service.
c. requesting that the guests stop talking, so that it’s easier to hear their orders.
d. telling the guests about the daily specials.
25. Most restaurants serve courses in the following order:
a. appetizers, soup, salads, entrées.
b. soup, appetizers, entrées, salads.
c. salads, appetizers, soup, entrées.
d. appetizers, entrées, salads, soup.
26. What is pre-busing?
a. It is when servers make sure that tablecloths hang evenly on all sides of the table, with seams facing
down.
b. It is when buspersons stock sidestations with dishes and other items before the restaurant opens.
c. It is when servers, throughout the meal, remove dishes and other items that guests no longer
need.
d. It is when buspersons clean condiment containers before the shift starts.
27. The primary job of a busperson is to:
a. stock china in sidestations.
b. set and clear tables and help restaurant servers.
c. greet newly arrived guests.
d. keep dining room floors neat and clean.
28. When handling silverware, buspersons should:
a. never touch the eating surfaces of the silverware.
b. wipe silverware items that have water spots with a clean cloth before placing them on the table.
c. throw away any “clean” silverware that has food residue on it.
d. wear gloves.
29. Before they do any food preparation of any kind, buspersons must thoroughly wash their hands with warm
water and soap for at least:
a. three minutes.
b. one minute.
c. 30–45 seconds.
d. 20 seconds.
30. Which of the following statements about management incentives is true?
a. Financial payouts to managers as rewards for good performance are usually paid once a month.
b. Guest and staff satisfaction levels are seldom factored into a manager’s incentive plan.
c. Managers should be involved in setting their incentive goals.
d. a and c
31. The document that tells banquet servers what the banquet is and what needs to be done for it is called the:
a. banquet event order (BEO).
b. pantry prep order (PPO).
c. banquet/reception contract (BRC).
d. management banquet alert form (MBAF).
32. Which of the following statements about napkins and their handling is true?
a. Banquet servers should always wash their hands thoroughly before folding napkins.
b. Napkins should get the same sanitary care as food.
c. The combination of silverware wrapped in linen napkins is often referred to as “silver blankets.”
d. a and b
33. Banquet courses are typically served in the following order:
a. salads, appetizers, soup, entrées.
b. appetizers, soup, salads, entrées.
c. soup, appetizers, salads, entrées.
d. entrées, soup, salads, appetizers.
34. Generally speaking, banquet servers deliver plates to guests in this order:
a. women, children, men, host.
b. host, children, women, men.
c. children, women, men, host.
d. host, men, women, children.
35. Whenever possible, at banquets food is served from the guest’s __________ side with the banquet server’s
__________ hand.
a. right; right
b. right; left
c. left; left
d. left; right
36. When it comes to elevator courtesy, in-room dining attendants and other hotel staff should be the:
a. last ones on the elevator; guests are allowed to get on first.
b. first ones on and off the elevator, to lead the way for guests.
c. last ones off the elevator; guests are allowed to get off first.
d. a and c
37. What is “pantry prep”?
a. It is the process of gathering the uncooked or precooked food needed to complete an in-room
dining order.
b. It is the process of informing in-room dining attendants during pre-shift meetings about daily menu
specials and other guest-service issues.
c. It is the process of cleaning the in-room dining order-taking and production areas.
d. b and c
38. Guest checks for in-room dining are usually settled:
a. with a gift certificate.
b. as a room charge or by cash.
c. with a coupon or voucher.
d. via a personal check.
39. When concierges have food and beverage duties at their hotels, these duties commonly include:
a. preparing food for banquets.
b. preparing breakfast buffets for VIPs.
c. washing dishes (in dishwashers) and keeping track of service equipment.
d. b and c
40. Concierges are often asked to set up and maintain:
a. wedding receptions.
b. outdoor barbeques.
c. cocktail receptions.
d. banquets.
1-d, 2-a, 3-b, 4-c- 5-d, 6-d,7-a, 8-c, 9-d, 10-b
11-a, 12-b,13-d, 14-a, 15-b, 16-c, 17-a, 18-c, 19-d, 20-b
21-d, 22-c, 23-b, 24-d, 25-a, 26-c, 27-b, 28-a, 29-d3, 30-c
31-a, 32-d, 33-b, 34-c, 35-c, 36-d, 37-a, 38-b, 39-d, 40-c

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