Role Play Scenario Two

You are the supervisor in a caf, your new employee arrives 30 minutes late for their first shift. They apologise for being late and explain that the normal bus didn't turn up and that they had to wait for the next one. You are not happy and tell them that if they are late again, you will not give them any more shifts as it is important that all staff arrive on time. You tell the new employee that there is not enough time to go over all the procedures in and so quickly explain the menu items including the list of vegetables with separate prices and also show them the wine menu and other beverages available.

Next you explain the ordering procedures and show them how to fill out the docket, with one copy to be given to the kitchen, one to the cashier, and one for them to keep.

You have just enough time to introduce them to the kitchen staff and the other wait staff and then assign them to section 3 (the easy section) tables 11 - 18. You then explain to them that if they get stuck or have any questions that they can ask the other wait staff and that they will help them. You then give them an apron and warmly welcome them to the Evolution Caf.

As you're walking away you remind them to upsell and not to forget the add-ons otherwise the caf won't come close to meeting the monthly revenue targets set by the owner. During service you can see that the new staff member is struggling with the customers, so you reallocate two tables to another a more experienced staff member who has no problems coping with the extra workload.

At the end of service, you speak with the new employee and tell them that they need to improve as tonight's service was below the standard required. Specifically you tell the new employee that you had three complaints from the customers in their sction:

• Table 11 complained that the wait staff member did not know much about the menu and it took a long time to order.
• Table 14 complained that they order the Barramundi without the wasabi cream sauce and with a lemon butter sauce on the side, and instead was served the Barrumundi with the lemon butter sauce on the fish, not on the side as requested.
• Table 15 complained that service was very slow and that they had to wait over 20 minutes for their drink order to arrive, and when it did it was incorrect.

QUESTIONS:

1. What do you think were the causes of the customer complaints, list four reasons.

2. How should the Supervisor respond to and resolve each of the three customer complaints?

3. Why would it be necessary for the wait staff to check with the chef regarding any special requests?

4. Based on your answers to the above questions, create role play script for resolving one of the customer complaints.