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.

Various Types Of Computer Repair Services

There are numerous computer repair services, hence before choosing a right one it is important to know if the provider will provide you the required service; otherwise all the research work will be wasted. In order to give a better judgment, you should be aware of all the types of repair services.

Mentioned below are the computer repair services that are commonly offered:

• Virus removal: In this type of service, the providers ensure that the virus will be removed without risking the data or the information. There are independent service providers that only remove viruses. You can also get this service online, besides a complete service includes everything that is required to bring the computer into a safe condition.

• Hardware repairs: This is related to many physical damages that are incurred by the computer, or its accessories. This includes any dents, paint jobs or other structural issues that might be faced by the computers.

• Accessories repair: There are numerous accessories with a computer, like scanners, and printers, etc. which might need a repair due to damage. A person specialized in computer hardware would not necessarily be aware of the techniques and methods required, as both have different components. They might also provide advisory services regarding this or any other matter.

• Data recovery: Sometimes due to certain issues, your data might get lost. This might be irrecoverable for you; but a professional can easily recover the data by tracking the information. This is an extremely sensitive matter, hence a high quality service should be chosen. A low quality work might result in permanent loss of data; making it impossible for an experienced professional to recover it.

• Troubleshooting and networking errors: These are the two most common types of services which can get complicated. They include network installation, and the related problems.

• Maintenance services: A computer requires constant updating and tune ups, as it not only enhances the working speed of the computer, but also increases its lifetime. It includes rebooting, updating, and installing the new windows or general inspections.

• Customization: This service has become less common in the current period, but you can ask a computer repair provider to build a customized computer for you with specific features. One important factor is the stability, so you should ask the provider about its stability.

• Tutoring: With the current fame of this business, many people show interest in learning about computer repair. That’s why many institutions offer tutoring services to people about different techniques and types of repair services. You can specialize in any type, or get an entire course, as it will be good for starting your own business or to save future repair costs.

Now that you are aware of the different types, you can easily choose what you require.

Culinary Arts and Nutrition

Imagine yourself in a room full of tempting food, jellies, chocolates, pastries, cakes, pizzas and much more mouth watering dishes. Slurp… I know by now you are too tempted to get to the market and buy yourself a nice, juicy burger, coke and an ice cream tub or are ready to order a pizza, rather than reading.

Just for a moment think of the chefs who stay in the kitchen all day long that is loaded with scrumptious cuisines giving out such enticing and alluring aromas. It must be really tough for them to resist the delicacies they prepare for their customers. One the other hand, if they start tasting every dish they prepare it will be extremely tough for them to sustain good health.

It is said, ‘People judge a book by its cover’, and the same applies to a cook too. A healthy and fit chef ascertains us that he is health conscious and knows all about good and rich cooking. This might not prove true in all cases; some guys do not have such luck. There are many professional chefs are surrounded by buttery carbohydrates, rich sauces, creamy puddings and fine succulent meat but are thin like a Cornish wafer.

The roly-poly chefs that we were accustomed to once, are replaced by much more disciplined, controlled and healthy chefs. There was a time when a thin chef was not trusted but today the scenario has totally changed. The more lean and fit a chef is the more energetic he will be. A chef should be prepared to bounce around the kitchen in order to do everything just right.

Being a chef, it is important to taste every dish and every dessert prepared to ensure it is delicious. In doing so the fats keep on settling on the stomach, in turn making you fat. To avoid this, it is better to take small mouthfuls in intervals. Small meals ensure better metabolism. Some chefs believe in drip free food and indulge in raw fresh fruits, raw vegetables and much water. They also avoid any sort of meal in between lunch and dinner. Lastly, a good 20 minutes walk each day. In case you do feel hungry at night, eat a bowl of cereal.

A chef is however known for his skills in cooking and preparing meal yet his physical appearance and nutritional habits also play an important role. Not only does it attract more customers for him but is also important for his own good.

Nutrition is also an important aspect of cooking delicious foods. And chefs are not an exception to this rule. While pursuing their education in the culinary arts, one of the subjects that these aspiring chefs study is Nutrition. Here, they learn about the amount of nutritive elements present in each ingredient – and how to analyze and determine which foods have how much nutritive value.

No doubt, this knowledge goes a long way in helping these chefs create delicacies that are not only tasty but also healthy for their customers.

A Craft Industry Analysis

The Craft and Hobby Association in 2011, released results of research into the U.S. Craft and Hobby Industry. You may be surprised to learn that the craft and hobbyist’s contribution towards this industries net worth is approximately $29 billion, double the $14 billion first reported by Craft Organization Directors Association (CODA) in 2001. A surprising figure to emerge from this research (even to us avid craft enthusiasts) is that over half of U.S. households acknowledged engaging in a craft activity at least once per year.

When we unpack that $29 billion net worth figure we get a clearer picture of who it is that loves their hobby. Woodworking was the front runners in the top 10 craft sectors by spend, coming in at $3.32 billion with 16.8 million individuals engaging in this activity. I myself have some lovely bookends purchased at a local Sunday market that have clearly been lovingly produced by one such woodworker.

Since the internet revolution every industry engages in analytics and who wouldn’t want to have a picture of their client base so savvy marketing campaigns can bring a little more of that dollar value into the business. And what an impressive dollar value it is. The artists among us, thought to be 21.1 million households, spent $2.6 billion on our passion. The jewelry making and beading craft accounted for $2.3 billion with 14.7 million people crafting earrings, necklaces, bracelets and broaches etc. Over 18 million households engaged in Scrapbooking and other paper crafts spending $3.3 billion preserving family memories and turning photos into family heirlooms. The crocheting hobby injected $1.062 billion into the industry via 17.4 million strong crochet fans. That’s a lot of towels getting topped.

Crafting wreaths, historically a symbol of strength, and in Christianity a celebration of the festive season, made it into one of the top 10 favorite craft activities with 11.6 million engaging in this activity. This is not a once a year only at Christmas craft as wreaths are also used as wedding headdress in many different cultures. Incidentally, wedding crafts injected $803 million into the U.S. craft economy.

With speculation that the global financial crisis is responsible for providing this boost for the craft industry Hobby Lobby’s Eileen Liffick attributed an increase of people attending craft shops or online craft sites looking for ways to create craft for their families without spending a lot of money due to the current economic conditions. Ms Liffick says that “not only are people saving money, they’re making it. We have many people selling these items making extra money”.

What was previously a much loved hobby is now a means of saving the family money. “People are looking to create something special, something homemade. They want to help others save money, while making a little extra for themself”. The fabric department’s business has at least doubled in the last three years because of the economy with people trending back to earlier times, making homemade items for themselves, as a gift, or for a fun family activity. Industry concentration has increased over the five years to 2011, as large national retailers take market share from small independent operators.

Despite the impact of large scale business successful craft businesses are popping up everywhere seeking to share in the crafting industries net worth of $29 million. Crafting is a convenient work from home business and respected cottage industry. Approximately 81.2% of total craft industry operators in Canada are estimated to be businesses without paid-employees (non-employers) in 2011.

It’s now easier than ever to publicize your business and get recognition without spending a fortune doing so using a variety of free and low cost tools and resources from marketing on the internet to craft shows and everything in between.

Craft shows bring resources and new techniques to the end user providing an unequalled opportunity to present craft and hobby ideas and products and services to this cashed up audience. The hobby and craft association reported attendee registration at one particular craft show up 40%. In the “buyer” category alone registration was up 48% for this same show planned for 2012 in Anaheim.

Craft Pavilions showcase what’s new in crafts reaching craft and hobby enthusiasts far and wide. Stall holders sell products in a popular, vibrant market place that attracts tens of thousands over the course of the event. The bonus to the community is far reaching as these tens of thousands of attendees require accommodation and spend money on food and drinks in the vicinity of the event.

Peartree Solutions produced a report on the profile of the Canadian craft industry (2003) highlighting that Canadian craft, recognized internationally for its quality and distinctive character, was at the time considered to be a growing and vibrant collection of individual craft persons, studios, enterprises, media guilds, public and private galleries, retail and wholesale shows, and organizations. The industry in 2001 had generated $727 million in economic activity which including over $100 million in exports.

At the time of this research there were approximately 14,048 craft studios operating in Canada, where 22,597 people were employed. Ten per cent of those surveyed had craft revenues in excess of $120,000. The net craft income (or earnings) of full time craft professionals averaged $17,300 in 2001, while the top ten per cent earned net income of $49,000 or more.

Southern hemisphere crafters are every bit as enthusiastic about their hobby. Australia has less than one fifth of the population of U.S. however managed to spend an estimated $250 million on art and craft materials in 2009-2010. These figures are not a true representation of the Australian craft industry however as the Australian Bureau of Statistics (ABS) define a hobby as an activity that was undertaken only for oneself or for family or friends, that is, the output was not for general consumption. If the item produced was to sell, then this would be considered a work involvement and not measured in the hobby category. The ABS survey showed that in 2007 there were 2.1 million people aged 15 years and over in Australia who were involved in Art and craft as a hobby activity.

Craft exhibitions, craft festivals, craft shows are an unequalled opportunity for crafters and retailers alike to show case their wares. “Handarbeit & Hobby” Exhibition (Cologne, Germany) was held in 2009. Thought to be the largest European exhibition of manufacturers of the goods for needlework and creativity, the exhibition attracted more than 200 craft product companies. Many companies from Mexico, Japan, Australia, the USA and other countries saw the financial benefits of crossing the globe to present their products and shore up a slice of the lucrative European craft market.

Prize money from craft competitions can be quite lucrative for the hobbyist. A winner of an award for embroidery in 2009 beat the pool of 24 finalists from 24 countries selected from 330 applicants to take home $10 000. Craft enthusiasts can compete with the best by entering craft competitions. A European quilting championship has been held annually, since competition commenced in 2002. Masters and designers of ceramics and porcelain from Canada, Russia, Spain and other countries were among the last biennale visitors to the British Ceramic biennale festival in 2009. A mosaic technique summit was organized by the Society of the American Mosaic Artists and coincided with 10th anniversary of this Society.

In a news release issued on April 14 2011, CHA Member Northridge Publishing (PROVO, Utah) announced the launch of a new craft industry trade publication “Creative Retailer,” The publication aims to provide retailers the very best in industry information and product awareness and canvas a wide variety of topics, provide project ideas and discuss solutions for common retail problems for craft retailers. The craft industry hopes that the introduction of a new trade publication is a signal that the industry has a positive future for retailers and craft enthusiast alike.

As former partners of Scrapbook Premier, Inc. and Scrapbook Business Magazine, Torrie and Kevin of Northridge Publishing will provide leading-edge programs and media support that will strengthen business practices for both vendor, manufacturers and retailers. Brian Kunz, founder and president of Northridge Publishing stated ‘”they are striving to expand the industry by building greater awareness to their many subscribers” (hundreds of new readers every month).

Craft industry statistics clearly show that with over half of U.S. households engaging in a craft activity, many, many people experience that unequaled feeling of satisfaction that comes from creating something beautiful. Nothing is as self-soothing as those stolen hours immersed in the craft you adore.