Scenario 1 -Planning and organising workflows and contingencies

You are the Team Leader for the Food and Beverage Service team in the newly constructed Righteous Room at The Righteous Inn, which is due to hold its Grand Opening to the public on the last Saturday of next month. The Room is expected to be the flagship dining facility of the property.

Management has put you in charge of the Grand Opening of the room and while they have provided you with a generous budget, they have also insisted the food, drinks and service must be top-class.

The Righteous Room is a five-star fine-dining, silver service restaurant that management has designed to cater for VIP customers and those seeking an exclusive and memorable dining experience featuring tableside cooking and the finest of wines from across Australia and around the world.

The Righteous Room will boast outstanding views of the ocean and feature a pianist playing suitable mood music at all sittings.

The room seats 80 customers and has its own kitchen and bar, and when it is running will serve la carte lunch and dinner 7-days-a-week (Lunch: Noon - 2:30 PM and Dinner: 7:00 PM - 10:30 PM).

Management has asked you to prepare and submit workflow for the Grand Opening and suggested you factor in six of the following contingencies:

1. Action staff will take when:
   • responding to a customer complaint about the food or the service
   • referring a complaint to you
2. Action you will take if it becomes apparent you need more money to conduct the Grand Opening.
3. Action you will take to ensure suitable staff for the Grand Opening in terms of:
   • staffing levels for the bar, food waiters and beverage servers
   • silver service and gueridon skill profiles for food waiters.
4. Action you will take to ensure efficient and cost-effective rostering of bar and food service staff for the Grand Opening.
5. Action you will take in the event a staff member underperforms during the Grand Opening.
6. Action you will take to ensure standard operating procedures are in place for:
   • taking customer food orders at the table
   • notifying the kitchen that a customer has placed an order that involves a dietary-related need or allergy.

Event Workflow and Contingencies Template

Team Leaders are required to use this template when planning and organising workflow for the team operation or activity to ensure objectives are achieved and contingencies are addressed.

Name of Operation or Activity

Day/Date

Location

Timelines

Start:

Finish:

Menu

Soups:

Entres:

Mains:

Desserts:

Service style

Beverages

Full bar/Special drinks list (Select one - add details if Special drinks list)

Entertainment

Band/artist:

Times/sets (start/finish):

Numbers

Total expected:

Table configuration: (number of tables and number of people at each table)

Decoration and table setting

Tables:

Room:

Running sheet

Please detail times and activities for the event (add more rows as required):

Contingency 1: Difficult customer service situations
Potential issue 1.1
Solution
Potential issue 1.2
Solution
Contingency 2: Financial resources
Potential issue 2.1
Solution
Contingency 3: Staffing levels and skill profiles
Potential issue 3.1
Solution
Potential issue 3.2
Solution
Contingency 4: Rostering requirements
Potential issue 4.1
Solution
Contingency 5: Staff performance
Potential issue 5.1
Solution
Contingency 6: Procedural requirements
Potential issue 6.1
Solution
Potential issue 6.2
Solution