Role Play Scenario One

You have been offered a job at a local caf as a member of the waitstaff team, you have no experience in this type of work, however many of your friends have similar jobs and have told you that it's not hard work and won't be too difficult to pick up. You get a text from the caf supervisor and see that your first shift is in two days' time on the lunch shift with a start time of 11am.

Unfortunately, you are running late and arrive 30 minutes late for your first shift at 11:30am. You apologise for being late and explain that the normal bus didn't turn up and you had to wait for the next one. The supervisor is not happy and tells you that if you are late again, you will not be given any more shifts.

The supervisor then quickly explains the menu items including the list of vegetables with separate prices and also shows you the wine menu and other beverages available. The supervisor then explains the ordering procedures and shows you how to fill out the docket, with one copy to be given to the kitchen, one to the cashier, and one for you to keep.

Next the supervisor introduces you to the kitchen staff and the other wait staff and then assigns you your section. You have been given section 3 which is tables 11 - 15. The supervisor tells you that if you get stuck or have any questions that you can ask the other wait staff and that they will help you. The supervisor then gives you an apron saying, 'Welcome to the Evolution Caf, now look after your tables, and remember to upsell and don't forget the add-ons otherwise we won't come close to meeting our monthly revenue targets.

Customer complaints procedures

You must read the customer complaints procedures and respond to the following customer requests/complaints in line with the cafs policies and procedures. You must identify the customers' requirements and provide a professional and personalised customer service experience through good product knowledge and effective communication skills with customers and colleagues. You need to speak directly with the customers to see if they are happy with their food, drinks, and overall service throughout their dining experience.

At the end of service, you need to provide the table with a Customer Comments Card and request that they fill it in. Once completed you must review the feedback with your supervisor/manager and follow the orgainisations policy and procedures for dealing with customer complaints.

Questions:

1. You approach your first table of customers to what is an appropriate greeting.

2. Explain why your greeting is appropriate.

3. A customer asks where the washroom is. What is an appropriate response?

4. A customer asks what light beers are available. What is an appropriate response?

5. A customer asked you about the Barramundi dish and ask if it's possible to have it with a lemon butter sauce on the side rather than with the wasabi cream sauce.What is an appropriate response?

6. If you were not sure if it was possible to change the sauce for the Barramundi, and decided to go into the kitchen to ask the chef, what do you say to the chef.

7. If the chef said it is okay to change the sauce for the Barrumnudi what is an appropriate response to convey this message to the customer?

8. A customer tells you the are Vegan and asks what items on the menu are suitable? You are not sure as this is your first shift and explain this to the guest, but ask the guest if you can look at their menu, and start to read the menu. After a couple of minutes, you apologise to the guest and tell them that you will get the supervisor. Was this the best way to handle this problem? Explain why or why not.

9. A customer asks for the bill and you present it to them along with a customer comment card, what would you say to the guest?

10. The customers fill in the comment cards, you collect them and read them when you take the money to the cashier what should you do after reading them.

11. The customers are leaving the caf what should you say to them as they depart.

12. Once all the customers have gone the supervisor gives you some feedback on the night and tells you that the level of service you gave was below the standard expected, what is your reply?

13. Based on your answers to the above questions create a role play script