Restaurant Training – Waitress & Waiter Training Role Play Tips For Hospitality Education & Learning

Lights, Camera, Action!

Incorporate Role Play for a Winning Training Program

Take one…take two…take three…ready on the set?

Are your teams providing their best performance with every guest that walks through your doors? Incorporating role play into your training programs will help your guests receive an encore performance every time.

Role play is one of the most effective tools in the trainer’s toolbox where participants can experience real life situations and “learn by doing”. Role play can be used to train any level of company personnel including staff, managers, and even company executives.

Role play allows teams to experience real life situations in a simulated and controlled environment. With participants playing the roles of guests, employees, and managers, they can be better equipped to handle situations.

Because of the controlled environment, role play allows the trainer to assess an individual’s strengths and weaknesses and devise an action plan for growth and development. When used to master a skill, role play builds confidence as the skill is practiced and coaching is administered by a trainer. Since the trainer is side by side with the learner, they can easily determine whether the learner has mastered the newfound technique and is ready to work their position solo. When role play is used to emphasize with another person’s feelings, it allows the teams to recognize those feelings and understand the effect of their or other’s behaviors. For example, role playing a guest situation will allow teams to better understand how a guest feels. As a result, they will learn the level of service that should be provided to deliver a quality experience. Another benefit from role play is helping team members understand the consequences of breaking policies, such as, arriving late to work and the stressful impact it may have on the entire team. As a result, they will learn the importance of arriving on time.

How to get started

Prior to the scheduled training date, company assessments should be performed to determine the specific areas of performance/improvement to be addressed. Then, the company facilitator should determine the overall results to be accomplished and how the issues will be best addressed. For instance, the trainer should determine if the issues are related more to emphasizing feelings or strengthening a skill.

Next, the company facilitator should determine the specific characters associated with the issue and the particular roles they will play. There are many roles that can be played such as a guest and service representative, a manager and team member, a service representative and kitchen team member or similar combinations.

Finally, the company facilitator, armed with the necessary scripts and scenarios, can then develop training aids and other training tools to address the overall goals of the program.

As a head start, we have listed some suggested scenarios that will help you role play with your teams. Before starting the role play, always ask for volunteers so the shy or less experienced teams can watch others first to help build their confidence.

Suggested Scenarios

1. Cashier talking on the phone and not acknowledging a walk-in guest

2. Server being abrupt and rushing a guest while taking an order (asks questions in a curt, quick manner and displays rushed body language)

3. Server being overly friendly and talking too much with a group of business guests having a meeting

4. Server scolding a kitchen worker about an order made incorrectly

5. Host/Hostess being sarcastic and short tempered when a guest is asking for menu information

6. Host/Hostess defensively telling a guest “I told you the wait was 20-25 minutes and you only waited 10 minutes”

7. Bartender being cold and unfriendly while a sole diner is looking for attention and conversation

8. Bartender chatting with some regulars and ignoring a guest who obviously needs something (beverage refill, a napkin, condiments etc.)

9. Two bus persons talking about personal issues while ignoring a guest’s signal for service

10. Kitchen team member loudly demanding a server to pick up an order

11. Dishwasher being disrespected as servers throw dirty dishes without scraping them first

12. A problem team member causing coworkers to do extra work; creating disagreements among the staff; undermining management; constantly being late; and similar situations.

13. Manager telling the guest “no” or “we can’t do that” without apologizing, adding an explanation, and offering options

14. Manager pointing his/her finger and arguing with a guest when handling a complaint

15. Manager threatening a team member’s job

Alkis Crassas, President of EVOS USA, Inc., a healthier fast food chain, headquartered in Tampa, Florida, routinely uses role play and says, “Although role playing pushes the envelope by placing participants in the limelight, after the butterflies disappear, it will smooth out and your team will begin to see the big picture goals of your restaurant”.

If role play is designed properly and effectively executed, it can be very valuable to the success of any company. Most important, when role play is interactive and fun, your training goals will be retained and result in a high return on your investment. Role play adds to the life experience of each participant and when people experience something, they will take that away with them more so than any book, video or lecture could ever replicate.

5 Real Ways to Make Money Online

This has always been a great question, and there are many different schools of thought on this subject.

A person could argue products like software, eBooks, and virtual information are amongst the most marketable as they are easy to duplicate and have no shipping costs. It’s true a virtual product can absolutely simplify your post-sale process, however are they truly the best overall product strategy? In my opinion it all comes down to the demand, then the numbers. Calculate what price you can create or retain a product for and then calculate what price you can sell it for while keeping in mind advertising, shipping, and other expenses that fall between those two processes.

Determine your total costs from start to finish. I wouldn’t even consider selling a product or service that fetches me any less than 80 percent gross profit per unit, unless it had a great backend or up-sell strategy or some type of recurring subscription based profit model.

lf you find that managing inventory or working with suppliers and drop shippers is more slanted towards your personal experience then work with a product that feels comfortable with you, you will benefit from the familiarity. The importance of comfort might just be the most influential factor for me when choosing a product to wrap around your marketing. Many people want to sell online but have no idea what products to sell. In my experience selling something for profit alone with no personal passion can be a mistake and I have found that building an email list for marketing and growing your brand is a cheap effective way to get started quickly.

5 Products you can sell and make money using “email marketing”.

  1. Digital products and virtual services. Digital products are easy to duplicate, store, and ship digitally via email or file sharing service.
  2. Affiliate marketing programs. Many companies online look for enthusiastic individuals to resell their products or services. Scrolling to the footer of a business’s website will typically link to any affiliate program if offered. You can also search for specific affiliate programs that suit your needs.
  3. Trendy products that are in demand. Great way to let product buzz and word of mouth help your cause. The Google Trends tool will show you the current trends of your product ideas based on total search volumes. This can be a great way to determine what’s currently popular.
  4. Start your own business. Get creative and bring your ideas online with a website or product page selling your creations, products or services. Accepting payments is easy these days with services like PayPal and all you need to do is promote your website using email marketing.
  5. Freelance writing services, or create a blog. Writing can be an interesting and rewarding way to make money online. You can publish and sell eBooks, blog posts can generate revenue from ads or affiliate links, sponsors, or you can write about your current products for sale.

When sending email in large volumes always be sure you choose a true high volume, web-based email marketing software that can grow with your ongoing success.

The Stage of Business – Introducing Incidental Risk and the Critical Path

First of all, what is considered a risk? If we are going to identify the risks we will need to know what to look for. I have heard risk defined as the effect of uncertainty on objectives. That definition is all right but a bit too vague. To effectively identify risks for a particular project or initiative, I think you have to be a bit more specific to the objective.

As risk relates to the Project Streamâ„¢, best practices would dictate that each level is completed before the next level begins. As indicated in the diagram above, overlapping levels (as shown) will result in incidental risk and compromised results. This is a common occurrence and typically happens when levels stretch out and do not have a disciplined schedule for milestone start and completion.

“Delays have dangerous ends.” – William Shakespeare

When the project start and finish date are fixed, milestone durations should be planned with contingency durations. Otherwise any expansion of a milestone duration may compromise the adjacent milestones or possibly even the overall project risk.

Risk management scheduling is a critical part of project planning. The more time you spend crafting the schedule, the better chance you will have of project success. If you plan it well, you will be able to use the process schedule to effectively manage the project scope, schedule and budget.

“True nobility is exempt from fear.” – William Shakespeare

Make a Plan, Have a Plan. You will be glad you did!

Don’t be afraid to look to the past when crafting your plan for the future.

Different Functions of Fashion Accessories

Fashion accessories are a must have for both men and ladies nowadays as they play a significant role in daily life.

Accessories such as earrings, necklaces and hair clips serve as decorative purposes as they add color and style to your overall appearance. Other accessories like handbags and document bags serve practical functions which help to contain our personal belongings so that we can carry them around conveniently and also with privacy. Items like scarves are multi-functional as they can keep you warm during the cold weather and at the same time, add color and style to your outfit if the right material and design have been selected. Watches can also enhance a person’s overall appearance and at the same time, keeps you aware of the time so that appointments are not missed. Wearing belts can also help to beautify your outfit and not forgetting, flaunting your figure.

There are a wide variety of branded and non-branded accessories easily available in the market today. A number of individuals are also coming into the market to design and create their own brand of accessories. Selecting and purchasing the right piece of accessory for yourself depends on what kind of personality and identity you wish to present. It is not the price or brand that matters but rather how you carry yourself. Young ladies can opt for inexpensive and cute jewelry to enhance the vibrancy and youth in them. A simple red rose brooch over a formal blazer can also make a person feel more cheerful for the day.

A person with confidence in his or her overall outlook will be able to bring out the beauty of what he or she is wearing. Simple and affordable accessories, if chosen correctly, will do wanders to your appearance and will not burn a hole in your pocket.