Republic of the Philippines

Department of Education
Region IV – A CALABARZON
Division of Cavite
AMAYA SCHOOL OF HOME INDUSTRIES
Sahud – Ulan, Tanza, Cavite

Diagnostic Test in Grade 9 Tourism

S.Y. 2024 – 2025

Direction: Read and analyze the questions carefully. Choose the letter of the best answer.

1. Glenn is assigned at the customer service. One of his duties is taking phone call reservations. What should be the first
thing he must do?
A. Ensure that you have all the customer queries before terminating the telephone conversation.
B. Always answer the phone call promptly, within three rings. If it takes time to answer, apologize to the customer.
C. Speak with the caller attentively by avoiding any distractions around.
D. Speak clearly with a cooperative tone, do not speak loudly.

2. After doing the first step, how should Glenn answer the customer’s call?
A. “Good (morning/afternoon/evening), I am (own name). How may I help you?”
B. “Good (morning/afternoon/evening), what is your order?”
C. “Good (morning/afternoon/evening), speak up, I can’t hear you.”
D. “Good (morning/afternoon/evening), what do you need?”

3. A good customer service needs includes having a pleasant attitude. Which of the following is NOT a guideline for
conversing with the guest?
A. Keep an upright posture and smiling face.
B. Let them know that you are enthusiastic and eager to serve them.
C. Keep the voice of speech audible and clear.
D. While the guests are having their meals, make a brief round at the table.

4. Henry is a busboy; his duty is to clear food service areas. How important is clearing?
A. It eliminates clutter at the service points/stations and gives wait staff/servers more room to work.
B. It makes the service area look more pleasant to the eye of the guest.
C. It enables used items to be stacked at the dishwashing area.
D. It provides another opportunity for communication to occur between you and the chef.

5. Kitchen Department is responsible in handling food scraps. Which of the following is the proper enterprise procedure
when handling food scraps?
A. Food scraps must be thrown into one or more bins located at the dishwashing area.
B. Internal rubbish bins used for food scraps must be lined with a strong, good quality liner to prevent the flies from
contacting the food scraps.
C. No food scraps are to be left in internal bins between shifts or overnight.
D. No food scraps are to be consumed or taken home.

6. A sachet ketchup is a single use item. Why must you NOT reuse it even though it has not been used by the other guest?
A. It is considered use.
B. Something may have been spilt on it.
C. Something may not be visible on it.
D. May improve guest’s safety by eliminating the risk of contamination.
7. Maintaining eye contact with the guest is one of the basic requirements for welcoming a guest. As a receptionist, why do
you need to maintain eye contact when welcoming the guests?
A. Maintaining eye contact with the guest helps improve the customer satisfaction.
B. Maintaining eye contact when welcoming guests will make the guests feel welcome and valued.
C. Maintaining eye contact with the guest helps the restaurant gain more profit.
D. Maintaining eye contact with the guest will affect the restaurant’s brand.

8. One of the guests entered the restaurant; however, all the tables were already
occupied. As a receptionist, what will you say to the guest?
A. “I’m sorry sir/ma’am, we are fully occupied”.
B. “My apology sir/ma’am but all seats are occupied at the moment. Would you like waiting at the lounge and I’ll call the
moment we have a table available for you”.
C. “I’m sorry sir/ma’am but all seats are full at this moment, would you like to have a drink while waiting?”.
D. “My apology sir/ma’am but all seats are taken. Would you mind waiting at the lounge for five minutes and I’ll call the
moment we have a table available for you”.

9. A good customer service needs includes having a pleasant attitude. Which of the following is NOT a guideline for
conversing with the guest?
A. Keep an upright posture and smiling face.
B. Let them know that you are enthusiastic and eager to serve them.
C. Keep the voice of speech audible and clear.
D. While the guests are having their meals, make a brief round at the table.

10. A group of ten pax walk in and will dine at your restaurant, which of the following is the proper procedure in welcoming the
guests?
A. Greet them with a pleasant smile and call a waiter.
B. Greet them according to the hour of the day and welcome them with a smile through mentioning the name of your
restaurant.
C. Greet them according to the hour of the day and welcome them by mentioning the name of your restaurant then
introduce yourself politely and with a smile.
D. Greet them and welcome them politely with a smile and ask if they will dine at your restaurant.

11. In welcoming the guest, every restaurant has its policy. Arranging the steps, what are the standard procedures for
welcoming a guest?
I. Approach the guest with a smile.
II. Be familiar with set up of dining room.
III. Find out which tables are reserved for those with reservations.
IV. Find out the seating capacity of each table.
A. I, II, III, IV C. I, III, IV, II
B. II, III, IV, I D. II, IV, III, I

12. Some guests claim to have made a reservation in the restaurant. Upon checking the reservations logbook, you cannot
find their names. What other way can you do towards a guest who claims a confirmed booking when in fact they never
made one?
A. Adopt the stance that says, “If we can’t find your booking, you didn’t make on”.
B. Apologize profusely and offer another session of a meal if and only if you have vacancy.
C. Decline the guest from dining in your restaurant and notify that they have not created one.
D. Honestly inform the guest that you are into computerized system a no results were found under their name.

13. After confirming a table reservation, the next sequence is to escort the guest to their seat. Which of the following is the
PROPER way of escorting the guest?
A. Let the guest follow the receptionist to his/her table.
B. The receptionist guides the guest on his/her to the table.
C. Wave your hand and approach the guest and lead the way to his table.
D. Hold the arm of the guest and make it sure that the guest is safe going to the table.
14. After you escort the guest at their table, you need to assist them in their seats. Which of the following is IMPROPER in
seating the guest?
A. Before seating the guest, apply pull and push.
B. After escorting and seating the guests at their table, introduce yourself.
C. Let him/her seat and make sure that the table is clean and arranged well.
D. After seating the guest ask him/her the permission to lay down his/her table napkin.

15. A couple celebrating their anniversary. You asked permission to put the table napkin, but she refuses. How will your
response?
A. Explain to the guest the importance of laying the table napkin.
B. Inform the guest that it is part of the service protocol?
C. Acknowledge the guest’s decision.
D. Ask her boyfriend to lay the table napkin.

16. The guest allows you to unfold and lay the table napkin on his/her lap. In which side of the guest must you stand/position?
A. When laying a table napkin on the guest’s lap, always do it on the left side the moment the guest has sat down.
B. When laying a table napkin on the guest’s lap, ask the guest on her preference.
C. When laying a table napkin on the guest’s lap, always put it on the right side the moment the guest has sat down.
D. When laying a table napkin on the guest’s lap, stand far enough to be heard on the right side of the guest.

17. The guest has started eating his meal. His glass is already empty, and he needs to drink right away. How will you serve
water?
A. Immediately pour the water. C. Wait for the 3-minute check rule.
B. Ask permission if he wants to drink water. D. Ask permission if he wants a refill then pour the water.

18. This type of menu is most popular in fast food chains. What type of menu has multiple choice that shows portioned dishes
priced individually?
A. Breakfast menu C. California menu
B. A la carte menu D. Cycle menu

19. Before a guest can make an order, they should at least have a copy of a menu. Which of the following is the correct way
of presenting menu to the guest?
A. Present the menu at the upper part with your right hand and when needed, assist with your left hand the bottom part.
B. Present the menu to the guest’s right side.
C. Present the menu at the upper part with your left hand and when needed, assist with your right hand the bottom part.
D. Present the menu in front of the guest.

20. As a waiter, which of the following should you NOT do in taking guest’s orders?
A. Repeat the orders of the guest.
B. Ask the guest if they are ready to order.
C. Write down the order in triplicate copies, one copy goes to the kitchen, one for the waiter, and one for the cashier.
D. Take the order beginning with the ladies, then the host, lastly, the gentlemen.

21. You feel that the guest is now ready to order. How will you approach the guest as you take their orders?
A. “May I take your order now, Sir/Ma’am? “ C. “Are you ready to order, Sir/Ma’am?”
B. “Do you want to order now, Sir/Ma’am?” D. “What is your order Sir/Ma’am?”

22. Your guests were done placing their orders with some special requests. What will you do after you sent the food orders to
the kitchen with additional guest’s request about the food orders?
A. Inform then guest to wait for the kitchen’s approval of the said request.
B. Repeat back the information to confirm the food orders.
C. Be prepared for the instructions or adjustment.
D. Speak clearly to relay accurate information.

23. As you repeat the guests’ orders, what are the important details that you should mention?
A. Table number, guest’s name, waiter’s name, orders
B. Items ordered, quantity, manner of preparation, special requests.
C. Items ordered, quantity, manner of preparation, mode of payment.
D. Items ordered, quantity, manner of preparation.
24. To have an error-free orders, you must give the right orders to the guests. How important is checking the food first before
serving it to the guests?
A. Makes sure the guests received exactly the food they ordered.
B. To ensure the food being served is acceptable.
C. To verify the appropriate service ware used in every dish.
D. Identify practices to follow.

25. How will you inform the kitchen about the guest’s preferences for the food preparation?
A. Clearly write the details of the guest’s preferences for then food preparation in the order slip.
B. Allow guest to communicate effectively to the kitchen.
C. Wait for the kitchen to ask questions about the guest’s preferences.
D. Communicate directly to the kitchen by using appropriate method of communication.

26. Each food establishment uses docket system in taking food and beverage orders. Which of the following is widely used in
restaurants, residential hotels, and large establishments where orders are entered by waiters at one terminal or more?
A. Triplicate docket system C. Duplicate docket system
B. Computerized control system D. Electronic order pad

27. Selina is a newly hired food server at a restaurant. In the knowledge of specific foods, which of the following
characteristics must she embrace/know in every dish listed on the menu?
A. Ingredients, cooking style, preparation. C. Food and beverage.
B. Serving size and aroma. D. Cultural background.

28. Working in a Hotel and Restaurant industry, you must be able to pair sauces and main courses efficiently. Why is it
important for culinary professionals to have knowledge of various types of sauces and accompaniments?
A. To impress customers with a diverse menu selection.
B. To ensure proper pairing with different types of dishes.
C. To minimize food waste by utilizing versatile ingredients.
D. To simplify kitchen operations and streamline cooking processes.

29. When you have a Muslim guest and is allergic with nuts. Which food is appropriate to offer to him?
A. Seafood Kare-kare C. Pan fried garlic tofu
B. Pork dinuguan with puto D. Chicken satay with almond sauce

30. One of the duties and responsibilities of a food waiter is to be aware of the diet and cultural requirement of the guests.
Why is it essential for food service professionals to be knowledgeable about special dietary requirements?
A. To attract a wider range of customers and increase revenue.
B. To ensure compliance with legal regulations and avoid fines.
C. To prevent allergic reactions and accommodate dietary restrictions.
D. To simplify menu planning and streamline kitchen operations.

31. Upselling is one of the methods in suggestive selling. Which of the following question is INCORRECT if you are going to
upsell a product?
A. “Do you want some dessert?”
B. “Would you care for a slice of our homemade Chocolate Layered Cake with dark chocolate ganache and raspberry
filling?”
C. “Would you like to try our delicious and mouth-watering halo-halo?”
D. “May I bring you a serving of our famous black forest cake or would you rather have a banana split?

32. Some guests may be a weight watcher. What will you suggest to them?
A. “May I suggest some healthy options like our Grilled Tanigue, complemented with a healthy Minestrone soup and
Fern Salad.”
B. “May I suggest some healthy options like our Fried Hito, complemented with a healthy Crab soup and Caesar Salad.”
C. “May I suggest an Oyster Ceviche, Pork Sisig, and Sinigang na Hipon”
D. “May I suggest a Binagoongang Crispy Pata, Cream of Mushroom soup, and Vegetable salad.”

33. The guest asks you about the best-paired wine in his order. What wine will you suggest when the guest order a pan-
seared T-bone streak for his main course?
A. Red wine C. Champagne
B. White wine D. Sparkling wine
34. You are a food and beverage attendant in a classic restaurant. One of your duties is to upsell a product. Which of these
statements can help you upsell your products in the restaurant?
A. Avoid describing the ingredients and cooking process of the dish in the menu for the guest might know your trade
secret.
B. Write only the item ordered by the guest and leave the table immediately.
C. Discuss to the guest the flow of operation of your establishment from purchasing of ingredients to serving of food
items.
D. Make a suggestion like offering upsized drinks and accompaniments to go with the meal while you are taking orders.

35. You have target profit within the day of your duty. How will you increase sales when taking orders?
A. Watch the guest choose their orders and talk only when asked.
B. Do not encourage the guest to order a lot because they might not finish it all.
C. Make suggestions that are suited to the age, taste, and needs of the guests.
D. Tell the guest that the food they ordered is your best seller.

36. The manager asks for your idea regarding on offering special items or promos to the guests. What can you recommend
that you can use as a successful promo?
A. Give freebies for every transaction. C. Support local charities.
B. Create loyalty rewards. D. Launch new items.

37. You want to offer second serving of a wine to your guest. How would How would you suggest a glass of wine to the
guest?
A. “May I bring you a glass of Chardonnay to complement your Tanigue steak?”
B. “May I bring you a glass of Pinot Noir to complement your Tanigue steak?”
C. “May I bring you a glass of Merlot to complement your Tanigue steak?”
D. “May I bring you a glass of Cabernet Sauvignon to complement your Tanigue steak?”

38. In taking guests order, it is important to write the special requests on the docket. Why is it important for a restaurant staff
to take notes of special requests made by guests?
A. To avoid unnecessary communication with the kitchen staff.
B. To ensure consistency in service and meet guests’ expectations.
C. To expedite the serving process and minimize wait times.
D. To reduce the likelihood of guest complaints and negative reviews.

39. You have a new wine product in your restaurant. How will you recommend a toast of champagne when guests are dining
for a special celebration?
A. ‘Would you like to have a champagne for your special celebration?”
B. “May I recommend a toast of Pinot Noir to highlight the occasion?”
C. “It seems that the group is celebrating a special occasion, may I recommend a toast of red wine?”
D. “It seems that the group is celebrating a special occasion, may I recommend a toast of champagne to highlight the
occasion?”

40. Serving meal courses appropriately can develop customer satisfaction. Which of the following is CORRECT about serving
food to the guests?
A. Serve food from the left-hand side of the guests.
B. Always announce the dish so the customer knows they are getting what they ordered.
C. Make sure the dish is placed in front of the guest.
D. Don’t auction the food.

41. Before the waiter serves the dish to the guest’s table, it should be complete and accurate to avoid orders mismatch. Why
does the food runner need to check food on the pass against the docket?
A. To check if everything on the docket is on the pass.
B. If each dish matches the special requests on the docket.
C. To check if similar dishes look the same.
D. If the dish looks good.

42. Proper serving etiquette can increase customer satisfaction. Which of the following is NOT a guideline in serving food
orders?
A. Auction-off the food.
B. Serve from the guest’s right-hand side.
 C. Always announce the dish.
D. Make sure the dish is placed in front of the guest so the main item on the dish is closest to the guest.
43. Upon serving orders, you need to mention the name of each dish. Why is it necessary for the food attendant to mention
the name of the dish while serving it to the guest?
A. Because it is needed.
B. It enhances the dining experience by providing guests with a sense of anticipation and excitement as they hear the
names of the dishes being served.
C. It helps to ensure clarity.
D. It avoids confusion to the guests.

44. The guest wants to settle payment via credit card. What are the steps in settling payment using credit card?
I. Take print out and get signature on the merchant copy from the guest along with the check copy.
II. Swipe the card on the EDC machine.
III. Enter the amount on the EDC machine.
IV. Return the credit card along with the guest’s copy of the credit card slip.
V. Verify the amount entered with the amount on the bill. Confirm the settlement.
A. I, II, III, IV, V C. III, I, II, IV, V
B. II, III, V, I, IV D. II, III, IV, I, V

45. When the guest will pay via credit card, which procedure will you apply to settle the bill?
A. Present the check, take contact details, and ask when the guest will be paying the bill.
B. Take the guest credit card and turn-over it to the cashier with strict compliance to company guidelines.
C. Tell the guest to write a letter as proof that he is paying using a credit card.
D. Conduct an interview and write the guest personal information in a logbook and get two copies of valid IDs.

46. After the guest paid the restaurant bill, Liza removed the table napkin from the guest’s lap, assisted the guest and bid
goodbye while saying, “Thank you Ma’am, see us again”. Why does the server need to invite the guest for a repeat
business?
A. So that the guest would know the menu offerings of the restaurant.
B. So that the guest would know that the restaurant is grateful for their visit.
C. So that the guest would know the restaurant’s standard in terms of bidding goodbye to them.
D. So that the guest may visit again the restaurant to try again their products and its services.

47. A newly hired receptionist does not know the provision of food and beverage service in a guest room/suite. Which of the
following best describes it?
A. Room Service C. Order Service
B. Hotel Service D. Telephone Service

48. A guest avails room service. Why do we need to get all the details of the guest e.g., name, contact number, etc.?
A. To be known by the hotel staff. C. To add as a friend in Facebook.
B. To know the guest who orders the food. D. To criticize the person.

49. What is the full restaurant service in the guest’s room or other location?
A. Aircrafts C. Cruise ships
B. Hotels and resorts D. Hospitals

50. What does the term “room service” typically refer to in a hotel?
A. A complimentary wakeup call service.
B. Access to a hotel’s fitness center.
C. The provision of food and beverage service in a guest’s room or suite.
D. Assistance with luggage and porter service.

51. What is the purpose of clarifying, repeating, and checking details or orders with guests in the context of room service?
A. To ensure guests are aware of the order’s estimated delivery time.
B. To confirm the guest’s preferred method of payment for the order.
C. To verify that the guest’s dietary preferences and restrictions are considered.
D. To minimize errors and ensure that the order is accurate and meets the guest’s expectation.
 52. What is the difference between Menu and Doorknob menu?
A. Menu is for restaurants while doorknob menu is for hotels.
B. Menu has a list of dishes available while doorknob menu has a limited number of dishes.
C. Menu is like a cardboard piece while doorknob menu is a plastic.
D. Menu can be use always while doorknob menu has a specific time.

53. What is the importance in checking the name and room number of the guest?
A. To regularly visit the guest’s room.
B. To ensure the exact room and name of the guest for delivery.
C. For safety purposes.
D. To verify the guest’s dietary preferences and restrictions are considered.

54. What kind of menu is designed for the guest to complete and include ancillary needs as well as time and location?
A. Doorknob menu C. Breakfast menu
B. Menu D. None of the above

55. Why does the procedure for setting up trays vary according to the type and extent of the order being prepared?
A. To make the process more challenging.
B. To accommodate personal preferences of the staff.
C. To ensure efficient use of resources and space.
D. To follow specific regulatory guidelines.

56. Why is it important to check the items on the tray?

A. To ensure that all the items are completely put on the tray.
B. To check for any mistake on the placement.
C. To see the orders of the guest one-by-one.
D. All the above.

57. What is the position of the tray when entering guest’s room?
A. Behind the attendant C. Left side
B. In a normal place D. Right side

58. What would you do if the guest has a different mood when you deliver the order?
A. Leave the food at the door. C. Be mad at the guest.
B. Be professional, talk politely. D. All the above

59. After you deliver the food inside the room, you saw that the brand of sweetener is wrong, what would you do?
A. Don’t mind the mistake.
B. Let the kitchen handle the problem.
C. Take politely to the guest, tell the mistake and the actions must be do.
D. Tell them but don’t do any actions.

60. What would you do after you enter the guest’s room?
A. Look at the things inside and praise it.
B. Leave the tray without arranging the order.
C. Don’t look at the things, arrange the orders and ask the guest politely.
D. Have a casual talk to the guest.

Prepared: Checked/Noted:

GEMMARIE LYN C. GUTIERREZ JAYMIE S. VICEDO

Teacher II Head Teacher VI

SHYNNE MARIE T. REYES

Teacher II