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.

Restaurant Training – Waiter & Waitress Training Tips For Customer Service – Hospitality Education

Did you know that approximately 14 percent of your customers will not return to your business because of food quality and 68 percent because of service quality? So, doesn’t it make sense to train your waiters and waitresses to deliver superior service to win your customers back every time?

To gain the competitive edge today, you have to do much more to place your restaurant on the “favorites” list. One way is through personalizing service for each type of customer that comes to your business. For example, selling and service techniques employed for a family with children are different from that which would be delivered to elderly customers. The same holds true for business customers versus vacationers. It is never safe to think that your restaurant service staff will inherently understand these differences. Unless trained, they are most likely to offer one size fits all service.

Teach your waiters and waitresses to be observant and follow the tips below to help assess the needs of your customers:

•Time limitation (leisurely or time restricted)

•Mood (celebratory, romantic, stressed)

•Age group (children, teenagers, baby boomers, seniors, geriatrics)

•Purpose for their visit (social, private/intimate, or business)

•Gender (male, female)

Since approximately 80 percent of communication is conveyed through facial gestures and verbal and non verbal body language, as opposed to the actual words, teach your service team to focus on the following areas:

•Verbal Language (voice tone, rate, inflection, speech, pronunciation, and grammar)

•Body Language (eye contact, facial expressions, gestures and movement)

Look for telltale signs of a customer in a rush such as looking at their watch, looking around or rubber necking, talking quickly, crossing their arms, or tapping their fingers. Also, closely observe your customers’ image (e.g. clothing, accessories, hair, makeup, etc.). This can also provide you with many clues about their dining needs.

Here is an exercise to share with your service team. It lists various types of customers and ways to customize service for each customer category. During a pre-shift meeting or company training session, review this exercise with your restaurant service staff.

Customer Types and Service Suggestions:

1. Celebrating

-Since celebrating customers usually have larger budgets, suggest higher priced items along with party-spirit foods/drinks and a cake to recognize the occasion

-Congratulate the celebrating customer and focus on their main event

-Be social unless serving a couple desiring privacy

2. Elderly

-Since many elderly customers are on a limited income, guide them towards value-oriented foods and recommend light, soft, and less spicy foods

-Be patient and speak slowly, project your voice, and listen carefully

-Refrain from acts which can be construed as condescending or treating them like children

3. Family (with children)

-Offer high chairs and booster seats

-Be prepared to make kid-favorite suggestions and easy to eat finger foods

-Offer something to occupy the child’s attention (game books, crayons, crackers)

-Be patient while the family orders and give the children the opportunity to place their order themselves

-Sincerely compliment the customer about their children

-Ask the child kid-friendly questions

-Place drinks where spills are less likely and remove obstacles (e.g. vases and centerpieces)

-Quickly clean spills and keep the area tidy

-Deliver extra napkins

4. Romantic Couple

-Guide the couple towards a booth or secluded area for privacy when seating them

-Suggest higher priced items along with wines, champagnes, and exotic desserts, since romantic couples and people on first-dates usually have larger budgets

-Deliver highly organized and efficient service

-Minimize your conversation and allow them privacy, without hovering over them

5. Business

-Suggest higher priced items, since many business people have business accounts and set allowances

-Suggest items that are prepared quickly and inform them if their selected order requires a long preparation, if they are on a business lunch

-Deliver highly organized and efficient service and ensure their order is delivered promptly

-Minimize your conversation and allow them privacy without hovering over them

Please Note: When serving alcohol, train your staff to be aware of the signs of intoxication and avoid overselling alcohol. Teach your staff to refuse alcohol sales to any minors.

Other customer types include customers dining alone (the solo customer), disabled customers, teenagers as customers, customers who are in a rush, first-time customers, and customers who dine in large groups/gatherings. Again, each different type of customer has “specific” service needs. Along with recognizing the category customers belong in, the above service suggestions are meant as recommendations and are not set in stone. Always, be sure to fully assess every dining customer by closely observing verbal and body language to determine how to positively interact with them. Mike Owens, General Manager of Brick Oven LLC, located in Topeka, Kansas, says, “Using the above examples in role-play scenarios is a highly effective method to properly train your service teams…it helps them fully understand the importance of tailoring their service versus delivering the same canned service to everyone.”

“Service” is not just about delivering food and drinks to the table-it is giving the customer much more than he/she expects. Implementing a solid training program that focuses on personalizing service will set you apart from your competitors. Exceeding the needs of each customer with customized service takes a little extra time. However, it is worth the effort. When the customer wins, everyone wins and it’s a triple play-more money for you, increased tips for your service staff, and happy customers that become loyal patrons and refer their friends to your business.

Tips on Building Wealth – Education Is the Key

I attended a free financial education class conducted by one of the independent associates of the International Marketing Group here in Cebu. It was indeed very enriching. I felt all fired up with the mission to eradicate the problem of poverty in this country that I decided to write this article.

I actually learned a lot from the seminar but I can’t put it all in just one article. So, let me just share with you ideas that appealed to me the most. I hope you will also get fired up and join me in this crusade against poverty.

Based on statistical research, it has been predicted that a large number of Filipinos will face an increasing challenge with the future of their financial lives. Wanna know why? Well, let me tell you.

Four (4) Major Challenges of the Average Filipino

  • There is an uncertainty in the labor market. With the advancement of technology, more and more companies prefer to spend on automating their business operations.
  • Most Filipinos are living in high debts but their savings are low or none at all.
  • There is an extremely high cost of education. According to studies, college tuition fees in the Philippines double every six (6) years.
  • As the country is developing, the cost of living in the Philippines is also increasing. Prices of commodities go up more rapidly than a person’s regular wage.

Build Your Wealth Like You are Building A House

The Filipino is indeed facing a weary situation about his financial life in the future. Although some have already learned the value of saving for the rainy days but they have not yet mastered the art of building wealth. Many people are making this mistake. They become so excited about getting rich quick that they go right on to making an investment while neglecting the one thing necessary – a solid foundation.

Building wealth is just like building a house (or any architectural structure). You need to build a solid foundation in order for the house to stand strong. The taller the structure that you want to build, the deeper you need to dig for its foundation.

It is also the same with your wealth. If you want to secure your future, then you need to build a solid foundation for your wealth building. The International Marketing Group has a team of financial advisers who can teach you strategies on how to build this solid foundation for your wealth.

Education is the Key to Success

In everything that we do, there is always a learning curve. We do not get to be masters right away. We still need to study and learn how to do the work. Carpenters were not born with a hammer in their hands. Somebody taught them the skills of driving that hammer. In the same way, we also need financial advisers to teach us the right way to building our wealth.

4 Tips If Your Special Education Advocate is Banned From IEP Meetings

Are you a parent or advocate who helps children with autism or another disability, receive special education services? Have you been told that you can not attend IEP meetings with parents in a certain district? Would you like to learn a few tips on how to handle this situation? This article will give you 4 tips to use if this situation happens to you or an advocate that you work with.

The Individual with Disabilities Education Act (IDEA) states that parents have the right to have people help them, who have knowledge or special expertise regarding the student. IDEA also states that parents have the right to be equal participants, in their child’s IEP process! If parents ask an advocate to come to a meeting with them, the advocate is to be considered an IEP team member.

OSEP agrees with this and issued a memorandum on January 15, 2004 clarifying an advocate’s role at an IEP meeting. It states that: Since the parent has invited the advocate to the IEP meeting, this person is considered to be an IEP team member and may assume an active role in the student’s IEP. Some advocates are being banned from student’s IEP meetings because they are considered divisive! Below are 4 Tips to use if this happens to you:

Tip 1: If your advocate is banned from an IEP meeting, send a letter to your school district asking for the state and federal law that allows them to do this. Attach to the letter any evidence that you have that the advocate was actually banned (Letter, E mail etc). Ask for a response within 10 days.

Tip 2: In the same letter, state that according to IDEA you have the right to have people at the IEP meeting that have knowledge or special expertise regarding your child. For Example: Your advocate has worked with your child for over a year and understands their needs, or has special training in the disability that your child has.

Tip 3: Also state that: IDEA requires school districts to develop an IEP for each child with a disability, with parents playing a significant role in this process. Also, that for you to do this you require the help of a qualified advocate!

Tip 4: Send a complaint to your state board of education stating that the school district is violating IDEA by banning your advocate from attending IEP meetings. The actual violations are:

A. School district is preventing you from having a person who has knowledge or special expertise on your child, at the IEP meeting.

B. School district is preventing you from being an equal participant, and playing a significant role in the IEP process.

C. School district cannot give you any specific state or federal law that states they have the right to ban certain advocates.

Parents have the right to bring the advocate of their choice to their child’s IEP meetings. School districts cannot ban an advocate from coming! If this happens to you, stand up to the special education personnel for the benefit of your child’s education.

Getting The Most Out Of An Online Education – Some Study Tips For You

For most people today, taking an online course can be the most convenient way for them to get a degree or to enhance their current knowledge and skills. But online learning will require time management skills, willpower, very strong motivation, and self-discipline. It can be a very challenging task to finish an eLearning course.

Some Study Tips For Online Learners

Be aware of some online learning practices. You must know that online courses aren’t the easiest way for you to learn but the most convenient one. For you to successfully learn, you must dedicate a considerable amount of your time to attend the program. Moreover, you must fully commit and focus on the learning process, similar to what you would be doing if you are taking up a regular course.

Know what to expect. When taking an online course, you might be expected to become tech-savvy, work with others efficiently, be self-disciplines, and complete all your tasks and assignment on time.

Make sure that your Internet is reliable. Tech issues always happen. To avoid any mishaps, you have to ensure that you always save your work repeatedly. Most importantly, you need to backup all your documents using cloud storage so you can be able to have access to them from your tablet or other smart devices anywhere and at any time. With a reliable Internet connection, you can stay current with your course as well as deal with any sudden changes in your schedule.

Have a devoted study space. Regardless of whether you decide to study in your office or living room, make sure that this place is free from distraction, organized, quiet and available for use at any time. Find a study space where it enables your study routine. It is very important that you turn off your phone of log off all your social accounts when studying. The main point is that you need to study uninterrupted.

Build a study plan. This is very critical, whether you are studying online or in a traditional classroom setting. Online learning must be structured so consider creating a calendar that will help you remember all significant dates and a to-do list for each week. Indeed, this is a great way of prioritizing your study plan as well as staying on track with your studying. Most importantly, you need to stay on schedule.

Take some breaks. When you are feeling frustrated whilst studying, your performance will definitely be decreased. So consider taking study breaks. You can have a change of scenery.

These study tips can work efficiently with online learners. This will help make sure that your online learning is an enjoyable eLearning experience.