Role-play 1 - Discussing workplace operations and solving problems For this role-play you are required to: engage with a team member to discuss ways to enhance efficiency and service delivery identify, analyze, and resolve a workplace problem share information Encourage the team member to raise and resolve an operational issue. The assessment will take place on a simulated Board Room with your assessor playing the role. All tasks in the Role-play Checklist must be performed and observed to complete this assessment. Role-play 1 Scenario -Discussing workplace operations and solving problems You are Team Leader for the Food and Beverage Service team in The Righteous Room at The Righteous Inn. The Righteous Room is a 5-star fine dining restaurant featuring gueridon and silver service. Two days ago, you had your Grand Opening, and today you are about to hold a meeting with a team member to discuss some important operational and service-related issues, namely: Ways to enhance service efficiency - your observations at the Grand Opening indicated guests were waiting too long for their food Resolution of the booking problem - there was some confusion over reservations in terms of a lack of customer detail and contact information resulting in two No Shows for the event. You also want to give the team member a chance to raise any issue or problem they want to discuss, and then encourage them to be proactive in suggesting a resolution for the matter. Finally, you make a note to pass on information about an upcoming event, and the need for the team to set-up for a three-day conference that is being held in The Righteous Room the week after next. Finished! Time to head into the meeting. Role-play 1 Checklist tasks Engage with a team member to discuss ways to enhance efficiency and service delivery: Described and gave details of the excessive wait time explaining observations that identified the issue? Suggested reasons why the excessive and unacceptable wait times occurred? Explained the likely impact the excessive wait times would have on The Righteous Room in terms of customer satisfaction levels, repeat and referral business?? Presented short-term solution(s) to the excessive wait (such as requiring food waiters to take guest orders immediately to the kitchen, requiring constant monitoring of order so it can be immediately collected and served, or talking to kitchen to get them to process orders more quickly)? Sought feedback from team member on presented short-term solution? Asked the team member a question to solicit long-term solution to the long wait time? Queried the solution presented by the team member asking them to justify the solution they proposed? Agreed to the short- and long-term solutions to the wait time issue identifying how the implementation of both would be monitored, when it would be monitored and who would do the monitoring? Identify, analyze and resolve a workplace problem: Described and gave details of the reservations problem explaining observations that identified the issue? Suggested reasons why the reservations problem arose? Explained the likely impact reservations problems would have on The Righteous Room in terms of optimizing guests and revenue? Asked a question to seek input from the team member on how to address the reservations problem in the short- and long-term? Agreed to the short- and long-term solutions to the reservations problem identifying how the implementation of both would be monitored, when it would be monitored and who would do the monitoring? Encourage the team member to raise and resolve an operational issue: Asked team member if they had any operational or service-related problems they wanted to discuss? Acknowledged the validity of the issue/problem raised? Asked the team member for suggestions on how to address and resolve the issue/problem raised? Assisted the team member to think through and generate a solution using their industry knowledge and workplace experience?