Role-play 2 - Coaching on folding napkins

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 napkin folding and handling techniques.
• 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 (for example) folding napkins, placing them on settings and storing extra folded serviettes ready for use.
• 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 feedback to the learner about their performance.

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

Scenario 2

As Maitre D' of The Righteous Room at The Righteous Inn, you have become aware that one of your waiters needs some coaching on napkin folding for the standard evening meal service.

You traditionally use the Bishop's Hat (or Mitre) fold for this service as it seems appropriate given the name of the business and the room.

The problem is, your observations of the serviettes folded by this staff member show they are poorly folded, inconsistent in shape and often look a bit 'used' or second-hand when placed on the table as part of the standard setting.

You are worried the sub-standard appearance of the napkins folded by this person detracts from the attractiveness of the room and the total guest experience of guests on the tables where these napkins are laid.

Further observations of this employee reveals it takes them nearly two minutes to fold a napkin into this shape when all other wait staff can accomplish it in under 30 seconds.

You have decided this situation is best resolved by providing some coaching to the team member involved who, otherwise, is a competent waiter, regularly up-sells and makes add-on sales and appears to very popular with all your guests and the other staff.

Relevant documentation

Instructions on folding the Bishop's Hat

The Righteous Room has developed the following sheet to help staff fold the Mitre serviette fold:

The Righteous Room - Directions for Folding the Bishop's Hat (or Mitre) Napkin Fold

The Righteous Room uses the Bishop's Hat serviette fold as its standard napkin fold for settings for all evening meals.

The folded serviette is placed in the centre of the setting running parallel to the back of the chair at that cover

The procedure to fold the Bishop's Hat serviette fold is:

• Wash hands and make sure they are clean and dry - linen gloves may be worn for the process.
• Obtain a clean, starched and pressed white waiter's cloth.
• Open the napkin fully and place it hem up onto a clean surface such as a clothed table.
• Fold napkin in half folding top horizontal edge to bottom horizontal edge, with opening towards you.
• Fold top right hand corner down to centre point of bottom horizontal edge.
• Fold bottom left hand corner up to top ensuring the bottom left hand corner meets with the centre of the top vertical edge.
• Turn the serviette over and fold in half horizontally.
• Release the covered right hand peak/point so it stands next to the visible left hand peak/point.
• Fold the left hand point/peak in half and tuck the leading edge into the base of the right hand point/peak.
• Fold the right hand point/peak in half and tuck the leading edge into the base of the left hand point/peak.
• Carefully open base of the napkin to stand the serviette up.
• Place on setting.
• Fold sufficient napkins for the station you have been allocated plus 10% extra.

Additional information may be sourced by viewing