Role Play Scripts - Coaching on how to take order from customers

Scenario 1

You are working a shift supervisor in the Bistro and have become aware that a new waiter who works at lunch time, and who had previously worked in a similar role, is having problems taking or writing food orders.

The problem is, they do not clearly specify the dishes that guests order, and they do not provide sufficient information on the order to enable the kitchen to produce the meal the guests have ordered. You have reviewed orders they have written (see example immediately below) as well as taking into account a range of other factors, and decided they require coaching in this aspect of their job

Your observations show their performance in every other area is outstanding: they present very well, they get on very well with the guests, they have good product knowledge about the menu and their technical food service skills are excellent.

The poor order taking is a problem because it slows down service when chef's need to seek clarification on orders and there have been several instances where incorrect meals have been served to customers resulting in guest annoyance and dissatisfaction as well as loss of product.

It is 3:30PM and you have just finished balancing the takings and decided that you will address this issue with the new team member some time tomorrow.

Relevant documentation

Actual order taken by the waiter

Your research into the situation has revealed the following order written by the new waiter:

The Righteous Inn Bistro - Food Order Docket
Date:	Time:12.35
Table Number:15	Waiter Name:	Number of Guests:
Qty.	Item
	2 Soup
	3 Steaks

Venue requirements for taking of food orders

The Righteous Inn has developed the following protocols for the taking of food orders by wait staff:

The Righteous Inn Bistro - Procedure for Taking of Food Orders

When taking the food order you are required to:

• Return to the table 3 minutes after menus have been presented and explained - or earlier if guests look as if they are ready to order.
• Before going to the table fill-in required information on the order docket:
  • Date.
  • Time.
  • Table Number.
  • Your name.
  • Number of guests at table.
• Smile on arrival at the table and ask guests if they are ready to order.
• Take order in anti-clockwise order - record on the order docket some aspect of the guest whose order is taken first (such as 'M, beard).
• Record entire order for each guest one-at-a-time.
• Record sufficient detail to allow cooks to prepare order in accordance with guest requests. This may mean indicating further information:
  • Type of steak required - we have five different steaks on the menu.
  • How guests want their steaks cooked -options may include Blue, Rare, Medium-Rare, Medium or Well Done.
  • Whether guests want Salad or Vegetables.
  • Sauces required to accompany steaks.
  • Any special requests - such as No Chips, Salad Only, No ice cream.
• Confirm order with table once the order has been taken.
• Thank guests for their order.
• Immediately place order with kitchen advising of specific requirements and special requests.
• Return to table to adjust the cover as necessary.

Role-play 1 - Coaching on order taking

Learner instructions

You will be coaching new or developing staff on specific tasks or job requirements. Your assessor will assume the role of your coachee in each Role-play. You are to build on your knowledge from the learning, and carefully follow the information provided in the scenario.

For this role-play you are required to demonstrate your ability to provide on-the-job coaching in relation to:

• How you would engage with the staff member to determine coaching need.
• How you would describe the rationale for coaching to the individual.
• How you would detail and demonstrate what is required in terms of correct and accurate food order taking.
• How you would pass on required information.
• How you would confirm the waiter had understood what you have coached them in.
• How you would share establishment protocols for food order taking.
• How you would give the employee a chance to practice what you coach them in.
• How you would encourage the person to ask questions as part of the coaching process.
• How you would give positive performance feedback.

You must complete all tasks in the required time limit, which is fifteen (15) minutes for this role-play.

The assessment will take place in a simulated bistro environment with two 'customers' who will give food orders that are to be recorded as the focus for the coaching.

All tasks in the Role-play Checklist must be performed and observed to complete this assessment.

If a task is not observed during the time period, the assessor will create an opportunity to repeat the role-play (or part of it) or undertake an alternative form of assessment, such as questioning.

Please click here for Role-play 1 - Scenario.

Once you understand the above instructions, please submit this assessment.