High Season aims to offer customers staff who demonstrate the best version of themselves at all times The caf's values are happiness, passion and integrity They have the following customer service standards in place Be professional at all times Use clear communication both verbal and non verbal (body language) Provide high standard of customer service at all times Be kind and accommodative Show willingness and initiative In groups of 2 or 3, you are to role play managing some of the people in your team in the High Season Caf Scenario You are to play the role of manager and your classmate s will play the role of either Sarah, John, Ben, Wendy or Arthur Part A Together with your team members, you are to create one short, medium and long term plan to ensure the goals of the organisation will be met in the future While consulting with your team, make sure you are modelling and encouraging open and supportive communication Detail your plans below Short term plan Medium Long Part B From the information below, communicate with your team members what their customer service job role and expectations are to encourage them to take responsibility for their own work Food and Beverage Attendants Follow customer service standards with a smile Show menu knowledge name, describe, and define the ingredients in food items at High Season Show Basic wine and knowledge Set tables correctly Offers soft drinks if alcohol is refused Always uses a tray for service and clearing Table cleanliness is maintained settings straightened, napkins rolled, dirty glasses removed Red wine is offered after entre is cleared Spare glasses are taken away discreetly and at appropriate times Actively supports their team members in a section in beverage service and table maintenance Seeks information or knows whether a dish meets a dietary requirement Collaborates with foodservice team and kitchen to complete service quickly, calmly and smoothly Bartender Greet guests as they approach the bar If you are not in proximity to greet the guest, acknowledge their arrival with eye contact and a hand gesture Place a cocktail napkin down and take their drink order Placing a cocktail napkin down, while taking a drink order, indicates the guest has been greeted letting other bartenders and management know service is being rendered Make drinks according to our recipes Begin by icing glassware to capacity but do not breech the rim Always use a jigger and make drinks according to recipe then garnish accordingly If you are not sure how to make a drink, ask another bartender or ask the customer Deliver drinks to customer Deliver by making eye contact and calling out drinks by name or brand Always, place drinks on a cocktail napkin Attempt to serve ladies first Never deliver by gripping glassware rim Say thank you, invite back and say goodbye Address the customer by name or salutation, Sir, Ma'am, Ladies and Gents Return all product restock all product to designated locations Maintain and communicate to manager all stock levels Maintain bar top, bar floor and floor drains free of all debris clean Prevent hand sinks from becoming dump sinks immediately remove any debris from hand sink Wipe, clean and dry bar top spills immediately Monitor ice bin levels and replenish ice as needed Monitor glassware depletion and request as needed Monitor beer levels and request replenish change keg as needed Monitor garnish levels, request replenish as needed Maintain your zone bar while providing assistance to adjacent bars Serve multiple customers by taking additional orders take additional orders while making drinks Remove debris and wipe down the bar top while taking orders or serving drinks Answer guest questions with as much detail as possible Provide solutions to service problems or notify management Discard used towels into the designated area Part C Consult with your team members on at least one innovative approach to improving customer service at High Season caf Write down the approach in the space below Part D Sarah has started working on professional development to improve her communication skills The team have already told you how much she has improved and how this is benefiting the team The following table lists some different types of recognition and reward Give an example of how each could be used in this scenario and what the benefit would be You are to then role play providing one of the types below to Sarah Type of recognition and reward Example Benefit Acknowledging individual good performance to the whole team Incentive initiatives Informal acknowledgement Presenting awards Written reports to management Part E You have received feedback from your regular customers that they would like a customer loyalty program at High Season caf First, you are to ask your team what they would like out of this program Next, you are to meet with the owner (your assessor will play this role) and ask for information on starting this program During this meeting, you are to represent the interests of your team and what they would like out of this program You are then to present this information back to your team Part F While seeking feedback from Ben, he has informed you that he thinks delegation is not necessary as he likes to do everything himself to ensure high standards He has asked that you change his job role to include all tasks and increase his pay Is this something that you would be able to implement Explain your answer in the space below Scenario Checklist (Assessor to complete)

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High Season aims to offer customers staff who demonstrate the best version of themselves at all times. The caf's values are happiness, passion and integrity.

High Season aims to offer customers staff who demonstrate the best version of themselves at all times. The caf's values are happiness, passion and integrity. They have the following customer service standards in place:

Be professional at all times
Use clear communication - both verbal and non-verbal (body language)
Provide high standard of customer service at all times
Be kind and accommodative
Show willingness and initiative.

In groups of 2 or 3, you are to role play managing some of the people in your team in the High Season Caf Scenario. You are to play the role of manager and your classmate/s will play the role of either Sarah, John, Ben, Wendy or Arthur.

Part A

Together with your team members, you are to create one short, medium and long-term plan to ensure the goals of the organisation will be met in the future.While consulting with your team, make sure you are modelling and encouraging open and supportive communication.

Detail your plans below:

Short-term plan:

______________________________________________________________________________________

Medium:

______________________________________________________________________________________

Long:

______________________________________________________________________________________

Part B

From the information below, communicate with your team members what their customer service job role and expectations are to encourage them to take responsibility for their own work.

Food and Beverage Attendants

Follow customer service standards with a smile
Show menu knowledge - name, describe, and define the ingredients in food items at High Season
Show Basic wine and knowledge
Set tables correctly
Offers soft drinks if alcohol is refused
Always uses a tray for service and clearing
Table cleanliness is maintained- settings straightened, napkins rolled, dirty glasses removed
Red wine is offered after entre is cleared.
Spare glasses are taken away discreetly and at appropriate times
Actively supports their team members in a section in beverage service and table maintenance
Seeks information or knows whether a dish meets a dietary requirement
Collaborates with foodservice team and kitchen to complete service quickly, calmly and smoothly.

Bartender

Greet guests as they approach the bar. If you are not in proximity to greet the guest, acknowledge their arrival with eye contact and a hand gesture
Place a cocktail napkin down and take their drink order. Placing a cocktail napkin down, while taking a drink order, indicates the guest has been greeted letting other bartenders and management know service is being rendered
Make drinks according to our recipes. Begin by icing glassware to capacity but do not breech the rim. Always use a jigger and make drinks according to recipe then garnish accordingly. If you are not sure how to make a drink, ask another bartender or ask the customer
Deliver drinks to customer. Deliver by making eye contact and calling out drinks by name or brand. Always, place drinks on a cocktail napkin. Attempt to serve ladies first. Never deliver by gripping glassware rim.
Say thank you, invite back and say goodbye. Address the customer by name or salutation, Sir, Ma'am, Ladies and Gents.
Return all product / restock all product to designated locations
Maintain and communicate to manager all stock levels
Maintain bar top, bar floor and floor drains free of all debris & clean
Prevent hand sinks from becoming dump sinks; immediately remove any debris from hand sink
Wipe, clean and dry bar top spills immediately
Monitor ice bin levels and replenish ice as needed
Monitor glassware depletion and request as needed
Monitor beer levels and request / replenish change keg as needed
Monitor garnish levels, request / replenish as needed
Maintain your zone / bar while providing assistance to adjacent bars
Serve multiple customers by taking additional orders; take additional orders while making drinks
Remove debris and wipe down the bar top while taking orders or serving drinks
Answer guest questions with as much detail as possible
Provide solutions to service problems or notify management
Discard used towels into the designated area

Part C

Consult with your team members on at least one innovative approach to improving customer service at High Season caf. Write down the approach in the space below.

______________________________________________________________________________________

Part D

Sarah has started working on professional development to improve her communication skills. The team have already told you how much she has improved and how this is benefiting the team. The following table lists some different types of recognition and reward. Give an example of how each could be used in this scenario and what the benefit would be. You are to then role play providing one of the types below to Sarah.

Type of recognition and reward	Example	Benefit
Acknowledging individual good performance to the whole team
Incentive initiatives
Informal acknowledgement
Presenting awards
Written reports to management

Part E

You have received feedback from your regular customers that they would like a customer loyalty program at High Season caf. First, you are to ask your team what they would like out of this program.Next, you are to meet with the owner (your assessor will play this role) and ask for information on starting this program. During this meeting, you are to represent the interests of your team and what they would like out of this program. You are then to present this information back to your team.

Part F

While seeking feedback from Ben, he has informed you that he thinks delegation is not necessary as he likes to do everything himself to ensure high standards.He has asked that you change his job role to include all tasks and increase his pay. Is this something that you would be able to implement? Explain your answer in the space below.

______________________________________________________________________________________

Scenario Checklist

(Assessor to complete)