Written Test

Enumeration

 1. Enumerate what are the important informations or details being asked to the guest that you
need to record and check upon room service taking order. (5 points)

 2. List atleast 4 necessary equipment /supplies needed before taking room service order?
(4 points )

 3. Give atleast two (2) Common Payment Methods that guest can use to settle their account?

 4 . Enumerate How to present the Bill to the guest? ( 4 points)

 5. How to Check the Billing Instructions of the guest? (3 points)

Multiple Choice

Direction: Select the response that best answer the question or statement.
Write the letter of your answer on the space provided before the number.

___________1. Within how many rings from the telephone to be picked up by the Room Service Order
Taker?

A. 4 first rings
B. 3 first rings
C. 1 first ring
D. 2 first rings

___________2. What is the appropriate manner would you impose in answering room service
telephone call from the guest?

A. Kindness
B. Enthusiasm
C. Pleasing Personality
D. Good Telephone Etiquette

Date Developed: Document No. TESDA-PTC-02

CSS NC II July 2010 Issued by:
Maintain Date Revised:
March 2016
PTC Sindangan Page 1 of 130
Training
Developed by:
Facilities Ronald P. Alvarez
Revision # 02
___________ 3. If the guest needs suggestions and seems hesitant on what food to order,What would
be the necessary approach that you can offer for him/her?

A. Suggest the guest to just select a dish from the menu.

B. Try to find out what type of food she/he likes ,then suggest menus that is popular and profitable to
the establishment.
C. Wait the guest to decide on what food to order.
D. Tell the guest to call back when she/he already decides on what food to order.

___________4. Why is it important to check and verify the names of the guest and the room number
when taking room service order?
A.To highlight the foods in the establishment
B.To ensure friendship to the guest
C.To ensure the order received is from the right person/guest.
D.To gain attention to guest.
___________5. What department is responsible for communicating with all other departments?This
department needs to communicate with the Food and Beverage sections frequently and is
conveyed by relaying messages and providing accurate information on transfers,which are forms
used to communicate charge to a guest’s account.
A. Kitchen Department
B. Housekeeping Department
C. Sales and Marketing Department
D. Front Office Department
__________6. Who is responsible for preparing room service orders ,set trays and delivers items to
guest rooms?

A. Hotel Manager
B. Room Service Waiter/Waitress or( IRD) Waiter
C. Night Supervisor
D. Bell Man

__________7. Are increasingly interactive,particularly in the hospitality ,and allow customers to pay
bills, place reservations and orders electronically?

A. Telephone
B. Door Knob Breakfast Menu
C. Point of Sales (POS)
D. Computer

Date Developed: Document No. TESDA-PTC-02

CSS NC II July 2010 Issued by:
Maintain Date Revised:
March 2016
PTC Sindangan Page 2 of 130
Training
Developed by:
Facilities Ronald P. Alvarez
Revision # 02
__________ 8. Once the order has been distributed, a suitable present tray or trolley should be
selected and set up appropriately.The set up will depend on:

A .The number of covers,food and beverage items ordered,and the meal or

snack requested.
B. Position of the furniture,the bed and table inside the room
C. The Room Manager
D. The Kitchen Department

__________ 9. When is the trolley needed?

A. When two or more portions/trays are to be served in a room

B. When there is no other equipment to be used to serve the order
C. When trays are unavailable.
D. When the orders are wet.

__________10. Why is necessary to verify guests name on the bill?

A. To ensure that the order received and to be delivered is from the right
person/guest.
B. For formality purposes
C. To ensure tip from the guest.
D. To see the accumulated charge of the guest

__________ 11. These are the Common Payment Methods that guest can use to settle their
Accounts,EXCEPT…

A. Credit Card

B. Cash

C. ATM Machine transactions

D. Personal Cheque and Direct Billing

__________12. Why is checking and presenting of guest accounts is necessary?

A. To maintain accurate financial records

B. To ensure that only what is delivered is charged and to ensure the
accuracy that all additional order is appropriately recorded.
C. To To ensure tip from the guest.
D. To be friend with the guest.

Date Developed: Document No. TESDA-PTC-02

CSS NC II July 2010 Issued by:
Maintain Date Revised:
March 2016
PTC Sindangan Page 3 of 130
Training
Developed by:
Facilities Ronald P. Alvarez
Revision # 02
__________ 13. Who settles guest account,dispenses guest records,handles cash,travellers’s
cheques , credit cards and direct billing requests properly?

A. Hotel Room Service Cashier

B. Room Service Manager
C. Room Service Captains
D. Hotel Bell Man

__________ 14 .In Guest Billing and Checks Settlement ,

The first step is place the check/bill on the Bill Folder,
Second is place a pen along with the bill,
What is the next thing to do ?

A .Present the checks/Bill to the Bell Man

B .Present the bill to the Cashier
C. Present the bill to the Guest
D. Present the bill to the Room Service Manager

Essay

Direction: You are free to express your thoughts and style of handling each given situation.You are
permitted to freedom of response. Good luck!

 1. How will you handle telephone calls from guests? You can incorporate your own way or style in
talking and dealing with the guest but be sure to use good telephone etiquette .( 5 points)

 2. Describe on how to be an effective Suggestive Seller of the food /products offered by the
establishment you are into? (5 points)

 3. 3 C’s stands for Cooperation,Coordination and Communication, which are essential in

Transferring and relaying orders to other appropriate department for preparation of the order.
Elaborate how will you cooperate, coordinate and communicate to the other Department after you
have received a call from the guest? Apply your coordinating skills. (3points)

 4. Explain how will you take care room service equipments? (3 points)

 5. Why is important to collect the guest signature on bills? ( 2 points)

Date Developed: Document No. TESDA-PTC-02

CSS NC II July 2010 Issued by:
Maintain Date Revised:
March 2016
PTC Sindangan Page 4 of 130
Training
Developed by:
Facilities Ronald P. Alvarez
Revision # 02
 Answer Key

Enumeration:

1.
* Date/Docket Number
* Name
* Room number
* Time of Delivery
* Location of Delivery
* Special Requests
* What was ordered
* Any extras special requirements
* Who took the order
2.
Telephone
POS
Room List
Computer
3.
Choose atleast 2 Common Method of Payment
* Cash,*Credit Card*,Personal Cheque, *Direct Billing

4.

Print the guest check from the POS machine on a ‘Slip Printer’ / ‘Roll Printer’.

Place the check on the bill folder.

Place a pen along with the bill.

Present the bill to the guest / host.

5. Do a room enquiry on the POS ( Point of Sale) machine and check the billing instructions
entered for this guest by the front office team.

If the guest is on Cash Only list, then politely explain that the guest will have to pay for
order when it is delivered.

If the guest is not on cash list then take the order without discussing the method of
payment.

Date Developed: Document No. TESDA-PTC-02

CSS NC II July 2010 Issued by:
Maintain Date Revised:
March 2016
PTC Sindangan Page 5 of 130
Training
Developed by:
Facilities Ronald P. Alvarez
Revision # 02
Multiple Choice

1) B 11) C
2) D 12) B
3) B 13) A
4) C 14) C
5) D
6) B
7) C
8) A
9) A
10) A

Essay:

Score/Points may vary on how the trainee/s construct, elaborate, and explain their
answers .

THANK YOU!!!!

Date Developed: Document No. TESDA-PTC-02

CSS NC II July 2010 Issued by:
Maintain Date Revised:
March 2016
PTC Sindangan Page 6 of 130
Training
Developed by:
Facilities Ronald P. Alvarez
Revision # 02