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.

Pest Control Services Are Important To Your Business

Clearly homeowners will want to keep their homes free from pests for hygienic reasons. But when it is a business that has an infestation, it is a legal requirement as well. Once a rumour starts that there have been bugs and pests seen in a business, it will start to affect business and this will be even worse if the organisation is involved in food preparation. It is not only when pests are seen at the premises that problems arise, but also if anything gets sent out in a parcel.

Customers do not want to open a can or packet of food and find a carcass in it, nor do they want to open any package and find droppings or body parts. Not only will there be the need to refund and maybe compensate, but could also mean loss of repeat orders and the end of a great reputation. When a license is issued there are lots of commitments that have to be made and if they are not kept the license can be removed. In the worst cases there can also be large fines and even prison sentences.

It also has to be born in mind that many people will be afraid if pests. And it can mean hours of lost working time if people are not able to carry on with their job. Pests will be a major reason for licenses being revoked, and as a result it will be best to get rid of them as soon as possible and normally with the help of pest control experts. Irritating bites can be the least of the worries in some cases depending upon the type of pest that is involved. Serious illness is possible from some, and it is both humans and animals that can be affected.

Some people will think the best thing to do will be to wipe out the pests, but this could cause more problems than it solves. Most of them will play a part in the food chain and nature in general, so control is the best option. It is here that the expertise of pest controllers comes into play, as they will know what to do to solve the problem but not wipe out a species. Once the infestation has been dealt with there is still a role for the pest controller. They will be able to give advice regarding the best way to prevent the problem starting up again.

This will tend to be related to keeping the place clean and tidy, and not providing anything that the pests could survive on. They will take their services a step further and make routine inspections to see if they can find areas were standards have slipped or pests have breached the practices put in place. From time to time there will need to be the repeat of the actions that have prevented access to the pests. There will be no attempt to condemn a client by the company, but simply an attempt to help solve the problem and make sure it does not return.

The Difference Between Digital Books and Ebooks

Most people today, don’t know the difference between a digital book and an ebook. In fact, many people think they are one and the same. They couldn’t be farther from the truth. They are entirely different species of the same animal.

Digital books

Digital books, sometimes also called electronic books or PDF books, are scanned, digital facsimiles of standard printed, published books. You can think of them as enhanced copies of the actual hard or paperback books we have come to know and love.

When we are talking about the digital version of newer publications, they are pretty much identical to the original. When talking about old or even ancient publication, they are much better than any original you would find on the shelf of your local library. Since they are facsimiles of the original printing, this really increases quality and helps overcome the problems of many older books, such as yellowed pages, stains, see-through or onion skin type paper, colored paper, brown inks, etc. These are scanned pages, not ‘copied’ pages, and the quality of print truly represents a better quality than the print of the original book.

The great majority of digital books come in PDF format, though Amazon offers a Kindle edition, Mobipocket offers the MOBI version, then there is the plain TEXT format, as well as many others.

Digital books are usually far less expensive than their hard or paperback counterparts, and there are hardly ever shipping costs, unless they are delivered on a CD (Compact Disk).

Ebooks

Ebooks are digital books too, but they were designed and written for the internet. Many, if not most ebooks were never officially “published” at all, unless you count posting something on the internet as publishing.

Most ebooks were meant to be written quickly, with little or no expenses except for possibly distribution. The majority are short, almost always less than 100 pages, usually under 50 pages. Some ebooks are literally slapped together in a matter of hours. Often they are little more than several short reports combined together.

Many ebooks are self-help books, or manuals of some kind, though there are some eBook works of history and fiction to be found if you look for them. More often than not, they have little or no literary value, their intentions being the distribution of facts, instructions and/or ideas.

Sometimes you may come across the eBook version of a hard or soft cover book. It will even be called the “ebook version” of whatever book. But if you look closer, you will find that this eBook version is almost always far fewer pages than the original. You may as well call the “ebook version” the “condensed version” of the book.

Though you will find many ebooks in PDF format, much like digital books, but many come as various generic interactive applications. But don’t let the initial attraction of interaction fool you. Even if this sounds like high tech education at first, you will find that there is not much to the promise of interaction. It just disguises the fact that these books are short, technically no more than a few pages, with little to no real practical, and even less academic value.

Last but not least, ebooks are often free or cheap, though you will occasionally find some specialty instruction “programs” costing hundred of dollars.

Conclusion

Technically, ebooks are digital books, though practically there is a big difference. Personally, I usually prefer a digital book to its eBook cousin.

By Thomas A. Retterbush

Advantages and Disadvantages of Online Classifieds

If you want extra traffic to your website, online classifieds are the way to go. Online classifieds are similar to newspaper classifieds. The only difference is that newspaper classifieds are only viewed by the people in the area that the newspaper was written for. Online classifieds can reach a global audience. So the amount of traffic one can receive is unlimited. There are several advantages and disadvantages to using online classifieds for business.

One advantage is the amount of time it takes to write and post an ad. It should take no longer than twenty minutes to write a good ad and post it to a classified directory. They are a quick method for advertising for internet marketers who don’t have a lot of spare time and want to increase their results.

Another advantage is that online classifieds produce quick results and require very little physical effort. Placing an ad can bring traffic to a website almost instantly. If done correctly, one can generate a boat load of traffic from classifieds.

A third advantage is that this strategy is very low cost. You can post to many classified sites for free. It is great for anyone who doesn’t have any money to advertise with or anyone who has a small budget.

One disadvantage of this type of advertising is that an ad will expire quickly. The ad will drop lower and lower in the rankings until it is not generating any traffic at all. The ads must constantly be replaced. Consistency is the name of the game. Keep posting ads daily and the results will speak for themselves.

Another disadvantage of this type of advertising is that one must post to many classified sites to see big results. Advertising on one site is not enough to produce great results. Take it to the next level and send ads to about 5-10 classified sites.

Overall, online classifieds are a great way to generate extra traffic to a website. It is quick and easy and does not cost a lot of money.